Add new Service Case

Overview

A Service Case can be created to log and manage customer complaints related to a specific booking. This process ensures all relevant information is captured, and appropriate actions can be tracked until the case is resolved.

Steps to Create a New Service Case

1. Navigate to: Quality Management → Service Cases.

2. Click the Create button.

3. Complete the following fields:

• Brand – Select the brand that matches the booking.

• Booking Number – Enter the booking number associated with the complaint.

After entering the booking number, the system automatically populates booking information in read-only mode, including:

• Customer Information – Name, email, and phone number (email and phone can be edited by clicking Edit; changes are saved only for this service case, not the original booking).

• Number of Passengers – By age distribution.

• Destination Information – Flight, destination, and hotel.

• Departure Date

• Room Details

• All other tabs from the booking page

Service Case Information

• Service Case Date – Defaults to the current date; editable if necessary.

• User Handling the Case – Defaults to the logged-in user; editable if another user will handle the case.

• Reason for Complaint – Mandatory. Multiple selections allowed. The list of reasons is managed via: Quality Management → Service Case Reasons.

• Attachments – Upload relevant files using the Upload Attachment button. Attachments can only be added to saved service cases.

• Compensation – Optional field to document any compensation offered; see separate section for details.

• Service Case Status – Defaults to New, but can be changed to:

  • New

  • In Progress

  • Closed

  • Waiting Court

• Closing Date – Set when the service case is closed.

• Closed By User – Records the user who closes the service case.

• Comments – Free-text area for notes, remarks, or additional information related to the case.

Usage Notes

• Always verify the brand and booking number to ensure the service case is linked correctly.

• Mandatory fields (e.g., Reason for Complaint) must be completed before saving.

• Attachments provide context and evidence for the service case; ensure they are added after saving the case.

• Service case status should be updated throughout the resolution process to provide an accurate overview in reports and dashboards.