Practical software guides
A property or tour business can coordinate its own recovery response without deciding an airline’s obligations. Keep the customer promise, supplier facts and approved goodwill response separate.
| Task | Decision and evidence |
|---|---|
| Activity cancelled | Supplier confirms actual status |
| Alternative proposed | Availability and guest agreement checked |
| Refund/goodwill | Actual terms and authorised financial approval |
| Handoff | Assigned staff see minimum necessary details |
| Resolution | Guest notice and approved action verified |
A guest’s support need or dietary request can be sensitive. Share only what the assigned role needs for the agreed purpose; review consent, access and retention. Do not make every staff member a viewer of the entire guest history.
Keep the promise across the guest journey
| Stage | Minimum agreed context | Unresolved follow-up |
|---|---|---|
| Booking | Agreed service and current terms reference | Who confirms an open request and when |
| Arrival | Verified arrival plan and approved response reference | Assigned arrival role contacts the guest |
| Service | Only the preference required for this task | Assigned role records a correction or exception |
| Departure | Verified completion and any agreed follow-up | Named contact, next action and closure check |
A response script should link to the approved current policy, allow a staff member to correct it and make an unanswered request visible. Transfer the specific agreement and unresolved task, not an unrestricted guest dossier. Confirm closure with the guest where appropriate; a departed booking does not automatically close its complaint.
Measure recovery honestly
Track time to acknowledgement, unresolved cases, approved cost and verified resolution over stated dates. Define whether a reopened case counts as resolved. Revenue protection and repeat booking require separate evidence; this specimen claims neither.
If the provider state is unknown, do not issue duplicate refunds. Payment exceptions covers safe retries. Airline entitlement questions belong to the carrier’s current policy and applicable jurisdiction, not the property’s goodwill budget.