Global Customer Operations

A2A Program Summary

• The A2A Program provides our affiliates’ agents a higher than average speed of answer

• Calls will route to a team of EAN Support Specialists specifically skilled and trained to assist with complex support situations

A2A ProgramEAN GCO

A2A Program: Focus on key languages

* English only

1,500 agents worldwide

23 languages supported

Support 24/7/365** English only

How can we help?

Affiliate Agent

EAN A2A Agent

Customer

Affiliate Agents can use self service tools to:

Look up and view itinerary Cancel itinerary

Send/resend itinerary confirmation Cancel/Rebook* itinerary*If a penalty waiver is not needed

EAN Specialist Teams can help with:

Pre-travel and on-site urgent issues**If a penalty waiver is needed.

Post-travel complaints

Non-urgent issues or normal

enquiries

Assisting with customer

relocations

• Penalty waivers

• Refunds

• Credits

• Billing issues

• Post-travel complaints

• Any situation that requires a

negotiation or might cause

conflict with the hotel

With Voyager

Affiliate Agent

Voyager will enable you to do more

• Soft Change

Name

Phone Number

Room Preference

Accessibility Request

Special Request

• Hard Change (with financial adjustments)

Date

Room Type

Property

• Resend Supplier Notification

• View billing history/itinerary

• View case history

• Send/resend customer/affiliate itinerary

emails

• Cancel

EAN A2A AgentCustomer

• *Soft changes: with no financial impact, are normally

subject to hotel availability.

• *Hard changes: with financial impact, like re-scheduling

the booking or adding or removing nights.

Pre-travel and on-site urgent issues

Call the EAN A2A agents to:

• Resolve missing bookings or other issues the customer encounters when they arrive to the hotel

• Negotiate penalty waivers for bookings that require a cancellation or change due to several circumstances

Our agents will contact the hotel to resolve the situation or relocate the customer as required. For penalty waivers, remember that hotel’s have the final say.conversion

Non-urgent issues or normal enquiries

Call the Hotel directly to:

• Check on hotel amenities (not specified in Voyager) or special requests, like late check-in, that need a follow-up

Call the EAN A2A agents to:

• Check on post-travel complaints

conversion

Our agents will contact the hotel to resolve the situation or relocate the customer as required.

Relocations

What is relocation ?

RELOCATION is used by EAN A2A to:

Discover that the guest cannot be

accommodated with the original

booking

Notify and partner with the

affiliate/guest to find alternative

options

Create the new booking for the

guest

• If customer does not approve any option, Reservation Services can cancel and provide a refund for original booking

• If affiliate decides to create a new booking themselves, it will be at the affiliate’s expense (opt-out process). The affiliate must ask RS to cancel and refund the original booking amount

Standard A2A Relocations process for ECBefore check-in date

1. RS identifies

the booking and

notifies the

affiliate

2. RS offers

affiliate equivalent

alternatives

3. Affiliate

contacts

customer for

approval and

informs RS

4. RS handles

the

change/refund

Hotels contact

our Reservation

Services (RS)

team when they

know a relocation

will be needed

How to Opt-Out Before Check-In

• In all cases, the affiliate can decide to find a new property for the customer. That is known as opting-out. In order to obtain a full refund or waive a penalty, RS must cancel the original booking

• Affiliates that opt-out cannot claim a refund for the new booking costs. If they want Expedia to take care of the new costs, they must follow the standard process

• Affiliates must not cancel the original booking themselves. Affiliates must contact EAN RS to make sure they cancel and refund the booking (if refund is applicable)

• A good tip for affiliates: if you are going to opt-out, wait until the new booking is made before cancelling through RS. That way, if you struggle finding an alternative, EAN could still help

Standard A2A Relocations process for ECOn day of check-in (started by the affiliate)

1. Affiliate

calls EAN

2. EAN contacts

the hotel and

tries to resolve

4. RS offers

equivalent

alternatives

5. Affiliate

contacts

customer for

approval and

calls RS back

6. RS handles

the change or

refund

• Affiliate needs to inform A2A line so we can investigate alternatives to the relocation (for example, room upgrades)

3. If needed, EAN

transfers you to

Reservation

Services (RS)

How to Opt- Out on Check-In when affiliate finds out first

• In all cases, the affiliate must contact the A2A line before finding a new property for the customer. Why?:

• The A2A line will make sure that a relocation is the only possible option

• If required, the A2A agents will transfer the affiliate to Reservation Services

• Once the need for a relocation is confirmed, the affiliate can communicate what they want to do

• Affiliates must not cancel the original booking themselves. Affiliates must contact EAN back to make sure they cancel and refund the booking

• A good tip for affiliates: if you are going to opt-out, wait until the new booking is made before cancelling through EAN. That way, if you struggle finding an alternative, EAN could still help

Out of processHC

What is an Out Of Process relocation?

Fails to inform EAN that a relocation takes place

Cancels original booking without EAN’s involvementThe Affiliate…

The Customer…Walks away from the hotel and checks-in in a new

property without informing the Affiliate

Out of process relocations consequences

All relocations need to follow the previous processes of contact and

authorisation prior to relocation - otherwise additional costs may be at the

affiliate's expense

Customer frustration

Unhappy customers

Delayed resolution

Property confusion

Unnecessary costs

Escalations

Escalations

• Only follow the Escalations path if you have already reached out to your first point of contact* and a final decision has been given

• If an escalation is validated, the Escalations team will review the final decision to ensure it complies with the process and revise it if needed

• The team will review your queries with the Account Manager and will communicate any changes to the outcome

*Refer to the contact matrix in this presentation.

APAC Non English Escalations

2. The call centre

will escalate if:a) The call centre

cannot resolve or

b) Partners request it

3. T3 prioritizes

based on time

to check-in

4. T3

researches the

situation

5. T3 contacts

affiliate with final

resolution

1. Affiliate calls

or emails the

EAN call centre

Need to

escalate?

Once a case is escalated, partners will receive an email with the ticket information. Partners can

then follow up by replying that email in their agreed service language. Emails coming from T3 will be

in the partner’s preferred language.