ISSUE TREE

Question 1

There is a traffic delay and I will be late picking up rental car.

Answer 1

PICK UP OR DROP OFF TIMES UNDER ITINERARY

Question 2

I JUST GOT TO THE HOTEL AND THE STREETS ARE DIRY AND THERE IS A BROKEN WINDOW ACROSS THE STREET. I DON’T FEEL SAFE HERE.

Answer 2

QUALITY ISSUES UNCER RC PARTNER

Question 3

RCC IS SAYNG I CAN’T P.U THE CAR B/C I LIVE TOO CLOSE TO THE AREA

Answer 3

DC OR CREDIT CK ISSUES UNDER PARTNER RENTAL CAR ISSUES THEN SELECT ID ISSUES

Question 4

I HAVE THE WRONG BIRTH DATE FOR MY TICKETS. WILL THEY STILL LET ME GET ON THE PLANE?

Answer 4

IDENTIFICATION ISSUES UNDER CUSTOMER ERROR

Question 5

MY WIFE IS GOING INTO LABOR! I NEED TO XXL THIS RES.

Answer 5

ILLNESS UNDER CONCERNS

Question 6

I JUST GOT TO HOTEL AND THEY CANNOT FIND MY RESERVATION SO I MADE A NEW ONE. NOW I HAVE 2 RESERVATIONS. HOTEL SAID THAT I CAN XXL.

Answer 6

HOTEL OFFERED CANCEL UNDER PARTNER HOTEL

Question 7

HOTEL CALL AND WANTS TO GET THE CUSTOMER PHONE NUMBER

Answer 7

HOTEL CALL CUSTOMER CONTACT ISSUES UNDER HOTEL CALL

Question 8

MY RCC IS SAYING THAT MY RES INS’T PREPAID BUT IT IS!

Answer 8

CANNOT FIND RESERVATION UNDER RENTAL PARTNER

Question 9

MY RC IS DUE TO BE P/U AT 2:45PM BUT MY FLIGHT WILL BE COMING IN AT 5:15AM TOMORROW NOW.

Answer 9

FLIGHT DELAYED UNDER PARTNER AIRLINE ISSUES

Question 10

RCC IS SAYING I CAN’T DRIVE THE CAR TO RENO, BUT I P/U CAR IN SACRAMENTO TO START OUR ROAD TRIP!

Answer 10

BOUNDARY OR MILEAGE ISSUES UNDER RENTAL CAR PARTNER

Question 11

i KNOW MY RES IS PREPAID. I WANT TO MAKE SURE THERE WON’T BE ANY ADDITIONAL FEES THAT I HAVE TO PAY AT CHECK IN.

Answer 11

CHECK IN OR CHECK OUT ISSUES UNDER ITINERARY

Question 12

I JUST ARRIVED AT HTL AND THEY ARE SAYING MY CARD IS DECLINING! I KNOW I PREPAID THE RES THRU PL SO I DON’T UNDERSTAND WHAT IS HAPPENING.

Answer 12

CC DECLINED UNDER HOTEL CALL

Question 13

I UNDERSTAND THAT MY RES IS NCNC BUT I PURCHASED THAT PROTECTION PLAN FOR MY CAR. I NEED TO XXL B/C I DON’THAVE ENOUGH TO PAY FOR THE SECURITY DEPOSIT.

Answer 13

CHANGE OF PLANS UNDER CONCERNS

Question 14

AIRLINE IS SAYING MY FLIGHT IS OVERBOOKED BUT I PAID FOR MY SEATS! WHAT AM I SUPPOSED TO DO?

Answer 14

DENIED BOARDING UNDER PARTNER AIRLINE ISSUES

Question 15

AGODA REP: WE JUST WANTED TO INFORM YOU THAT THIS CST RES IS APPROVED BY THE HOTEL MGR CAROL TO BE XXL. WHAT SHOULD YOU DO?

Answer 15

HOTEL OFFERED XXL UNDER HTL CALL

Question 16

ARRIVED AT HTL AND THEY SAY THE ROOM TYPE I BOOKED IS A STANDARD KING ROOM BUT ON MY CONTRACT THE ROOM TYPE IS A SELUXE KING SUITE. THEY SAY I HAVE TO PAY MORE FOR THE RIGHT ROOM TYPE BUT THIS WAS NOT MY FAULT.

Answer 16

RECEIVED WRONG ROOM TYPE UNDER PARTNER HOTEL ISSUES

Question 17

I CHECKED MY BANK STATEMENT AND IT SHOWS I WAS CHARGED 2 TIMES BY PL. I BOOKED ONLY 1 ROOM. WHEN I WAS BOOKING, IT SAID THE 1ST ATTEMPT DIDN’T GO THRU BUT I NOW SEE 2 RESERVATIONS. I ONLY NEED 1.

Answer 17

UNAWARE OF ACCEPTED RESERVATION UNDER CUSTOMER ERROR

Question 18

MY PASSPORT EXPIRED AND I’M AFRAID I WON’T GET THE NEW ONE IN TIME TO TRAVEL.

Answer 18

IDENTIFICATION ISSUES UNDER CUSTOMER ERROR

Question 19

I WANT THE RECEIPTS FOR ALL MY TRIPS FOR LAST YEAR.

Answer 19

TAXES OR CHARGES UNDER BILLING ISSUES

Question 20

I DIDN’T MAKE THIS RESERVATION. SOMEONE MUST HAVE USED MY CC TO MAKE IT.

Answer 20

CC FAQS UNDER BILLING ISSUES

Question 21

I BOOKED AN EXPRESS DEAL BUT I GOT A DIFFERENT HOTEL THAN I DID THE 1ST TIME. I NEED TO XXL THIS.

Answer 21

WANTED RETAIL UNDER CUSTOMER ERROR

Question 22

CORRECT PROCESS TO FOLLOW IF CST FORGOT PASSWORD TO THEIR ACCT.

Answer 22

1) LOOK UP EMAIL ADDRESS FROM BLANK SCREEN
2) SELECT THE APPROPRIATE ACCT FROM THE LIST
3) COMPLETE VERIFICATION SCREEN
4) SELECT PROFILE FROM ISSUE TREE
5) FOLLOW SCRIPT TO SELECT NEEDS PASSWORD RESET
6) SELECT PROFILE FROM ACTIVITY
7) CLICK SEND PASSWORD RESET