Service Cases
Overview
The Service Case Management feature in Tourpaq helps handle customer complaints efficiently, ensuring that travelers have a positive experience even after returning from their trip. It centralizes complaint handling in one interface, offering tools for tracking, responding, and analyzing customer issues.
Note: This feature must be enabled for the company before it becomes available under Quality Management → Service Cases.
Purpose
To provide a structured and efficient way of managing customer feedback and complaints by:
Streamlining communication between departments and customers.
Tracking the progress and resolution of each service case.
Generating statistics and exports for performance evaluation.
Benefits
Intuitive, user-friendly interface.
Centralized data storage with full case history.
Easy filtering and export options.
Built-in reporting and statistics for management insight.
Search Service Cases
You can locate and manage service cases using multiple filters.
Filter Field
Description
Brand
Filters cases by associated brand.
Departure Date Interval
Limits results to bookings departing within the selected date range.
Booking Date Interval
Filters based on when the booking was made.
Service Case Creation Date Interval
Filters by when the service case was created.
Booking Number
Searches for a specific booking related to a service case.
Customer Name
Filters results by the customer’s name.
Country
Limits the results to customers from a specific country.
Arrival Airport
Filters service cases by the arrival airport from the booking.
Resort
Filters based on the resort specified in the booking.
Hotel
Filters by hotel name.
Status
Shows service cases with a specific status (e.g., Open, In Progress, Closed).
User
Filters cases by the user who created them.
Awaiting Office Response
When checked, this automatically clears all other filters and displays only cases that have received an email from the customer (marked with a ★ on the case number).
Once all filters are selected, click Display to view the results.
Service Case Overview
The Service Case Overview section lists all service cases matching your filter criteria. By default, the system displays service cases for departures within the current year, sorted in reverse chronological order based on creation date.
Field
Description
Case Number
Click to open the full service case details.
Booking
Shows the booking related to the service case. Click to open the booking page.
Creation Date
Displays the date when the service case was created.
User
The user who created the service case.
Customer Name
Clicking opens a pop-up showing the service case history for that customer.
Destination
Destination from the related booking.
Hotel
Hotel from the related booking.
Departure Date
Departure date of the booking linked to the case.
Reason
The main reason for the customer complaint.
Status
Current status of the service case.
Totals & Export Options
At the bottom of the overview, a Totals section displays summary statistics related to the listed results (e.g., total number of cases, average resolution time).
You can also export the full result list by clicking the Export button to download it as a CSV file for reporting or analysis.
Last updated
Was this helpful?