How to Handle Expert Initiated OTGs

Related topics:

How to Handle Partner OTGs

If any additional support is needed please tag @expertteam in the OTG thread

EXPERT Canceling Tour(s) within 24-hrs BUT has a Replacement Guide Confirmed

1. Reply to expert, unassign him/her and assign the new guide. If the calendar of the new guide is blocked you can unblock it and then assign + send an email or Whatsapp if necessary.
1. CX: If Vendors are included (i.e. headsets, cars, etc) we need to inform them of the new guide's name and mobile number.
2. If within 24 hours of the tour or if the client had requested this specific guide (you can see this info on the order notes) please alert the clients by email of the new guide details.

If THE EXPERT cancels Between 24 - 6 hours of tour with no replacement

1. Expert sends us an email saying they need to cancel.
2. Remove expert from the tour and send a simultaneous assignment to all the guides showing available. Ask the guide that cancelled to send a Whatsapp message to his/her colleagues if possible.
3. If we are too close to the tour time or if no guides are showing available, reach out to the clients immediately to cancel the tour and propose to reschedule for another day. Call if necessary!
4. If successful in finding a new guide use this message template: Client - Last Minute Guide Change Details
5. If unsuccessful inform the clients, CX cancels tour and refunds client 100%, including incidentals

If EXPERT cancels within 6 hours before the tour with no replacement

1. Ask the expert to inform the clients on the MCC.
2. Once expert has confirmed notifying clients: CX to cancel order in admin + process refund or credit to the client
3. CX to reach out to clients via email
1. Use this message template: Client - Notice of Cancellation + Refund
4. Confirm the day of cancel (apologies from Context), notify them that the order has been canceled + refunded in full
5. Offer to find them an alternative tour date/time for their stay - WE CANNOT DO SAME DAY AND SHOULD NEVER OFFER IT

EXPERT Reaches out regarding a car or boat no-show:

1. CX needs to contact the provider by phone and inform the guide after.
2. Remind Guide to send an email to Context post tour outlining the issues, so that our FX team can follow up with the provider

Expert emails saying he/she is slightly sick but willing to keep the tour

1. If sick → cancel the tour (following standard procedure)
2. If slightly sick and not contagious and willing to do the tour → keep the tour without informing office or clients

Always Flag the OTG in admin through 'Edit line item' - 'Flag OTG escalation' + post in Slack for visibility

Note: When a guide cancels due to illness please check if he/she has any other upcoming tours and ask if we need to look for replacements.