Add new Service Case

In the “Service cases” menu, press “Create” button.

• Select the brand – make sure the booking you’re going to use is on this brand

• Insert the booking number on which the complaint was made.

After inserting the booking number, all information regarding that booking will be automatically filled in in read only mode:

• Customer information – here we can edit only the email and phone number by pressing “Edit” button. This data will be saved only for the service case and does not change information on the booking.

• Number of passengers, by age distribution

• Destination information: flight, destination and hotel

• Departure date

• Rooms details

• All tabs from the booking page

Other information that can be completed by the service case user are:

• Service case date – completed by default with current date and editable

• User that handles the service case – completed by default with user that is logged in, but field is editable

• Reason for complaint – mandatory field. Multiple selection is possible. List of reasons can be managed from dedicated menu (Quality management / Service case reasons). Explained with more details separately.

• Attachments – any type of file can be attached by pressing “Upload attachment” button and accessed afterwards; Please be aware that attachments can be added only to already saved service cases.

• Compensation – if it is the case; Explained with more details separately.

• Service case status – by default is set to new, but is editable. Status can be new, in progress, closed or waiting court.

• Closing date – when the service case is closed

• Closed by user – the user that closes that service case

• Comments – section for different notes, remarks and other information