Service Cases

Tourpaq provides a service case management feature to handle customer complaints in the best possible way, ensuring a great travel experience even after the customer is back home.

• The feature must be enabled for the company.

Service case management is available under the “Quality management” menu.

Access to this feature means managing complaints quickly and easily, following an intuitive process, using a user-friendly interface, and having all information in one place.

Service case management provides all means to assure client’s satisfaction and gives access to statistics for a clear overview.

In the “Search service cases” section, you can use several filters to narrow your results list.

All service cases are displayed, by default, for departures on the ongoing year, in a revers chronological order of the service case creation date.

You can filter by:

• Brand

• Departure date Interval

• Booking date Interval

• Service case creation date interval

• Booking number

• Customer name

• Country

• Arrival airport

• Resort

• Hotel

• Status of the service case

• User who created the service cases.

• Awaiting office response checkbox – if marked, will automatically clear other filters and display only the service cases that received an email from the customer (marked with a star on service case number)

After setting the desired filters, press “Display”.

In the “Service case overview” section, the results list is displayed, with the following information:

• Case number – by clicking it, will open that service case page

• Booking on which the service case is opened – by clicking it, will redirect on that booking page

• Service case creation date

• User – that created the service case

• Customer name from the booking – by clicking it, a pop-up with the service case history on that customer is shown

• Destination from the booking

• Hotel from the booking

• Departure date from the booking

• Reason for the complaint

• Status of the service case

In the “Totals” section, statistics are displayed, referring to the results list.

Also, the results list can be exported in a CSV file, by clicking on “Export” button.