Calls Breakdown
CALL OPENING
"Thank you for contacting Caesars Package Support, my name is John, how may I help/assist you today?"
Must speak with lead passenger to give out info and/or make changes (ask security questions)
- Package ID
- Lead passenger email/phone
- DOB
- Date of travel
- Airline/hotel booked
No guarantees. Under-promise, over-deliver.
CALL REASONS
1. Baggage Allowance
- Ask for Booking ID / Package Number / Name
- Find the details on the dashboard
- Advise what their current inclusions are (in pounds) - differentiating between checked baggage allowance and carry-on baggage allowance
2. Seats
- Ask for CRID / Package Number / Name
- Find details in platform
- Add seats via My Trip or via Sabre
- On platform (My Trip) for FREE seats
- Important to remember: even free seats might not be available (restrictive branded fare, seat they want is not available) so stay with the pax until seats are actually confirmed
- Send updated itinerary
- Southwest Airlines: Highly recommend doing online check in to get the best boarding category
3. General Questions
- Example: weather in July, who is the artist in Residence at the Colosseum, number of restaurants at a certain hotel, etc.
- No need to ask them Booking ID / Package Number / Name
- Provide the most accurate and best responses possible using your resources: AskCaesars, Google, Caesars.com, etc.
4. Insurance
- We don't offer it at this time, please review your credit card policy or existing insurance in case it is included
5. Covid
- Point them to the Nevada government site https://www.lasvegasnevada.gov/News/Blog/Detail/corona-virus-update
- Point them to the US government site https://www.cdc.gov/coronavirus/2019-ncov/covid-data/covidview/index.html
- Point them to their airline website
- We will not advise the pax to travel (or not) but will provide all the resources to them so they can make an informed decision
6. Visas
- Do not offer advice; direct them to consulate/embassy/government website for individual visa support https://travel.state.gov/content/travel/en/contact-us/us-visas.html
7. Pet Policy
- Direct to airline for flight policy (each airline has extremely specific requirements based on pet health, size, and breed – the quickest way to resolve this issue is for the pax to contact the airline)
- Check AskCaesars for pet policy (please note: this policy covers dogs only)
8. Technical Issues
- Try to troubleshoot (clear cache/cookies, refresh, open new browser window, etc)
- Agent tries too; if having the same problem: document issue and share with manager
- Manager escalates to CaesarsNow or SST Dev Team Trello
9. Name Changes
- Ask for a copy of the government-issued ID to begin the process
- Note: there is a difference between name correction and name swap
- Name Correction: Alyna McBride -> Alayna McBride
- Name Swap: Alayna McBride -> Susan Quinn
- Ask for a copy of a government-issued ID to verify the spelling of the name
- Follow the airline policy:
1. Saleslink.aa.com -> Link to PDF 2. Jetstream.united.com -> Link to PDF 3. Pro.delta.com -> Link to PDF 4. Southwest.com/gds-policy -> Link to PDF
- Exchange the ticket using the appropriate OSI and Waiver Codes
- Amend the name for the hotel reservation on the Platform
- Send through updated itinerary with name corrected
10. Schedule change / involuntary change
11. Cancellation
- Within 24 hours: Fully refundable. Passenger cancels themselves or sends call center request in writing - Ask for their package number - Check they booked/paid within 24h - Advise they can cancel themselves (MyTrip) - Email from lead pax stating need to cancel
- Eligible for credit: Full refund of hotel and for the Air component it will be credit only. To use the (air) credit, they must contact us (our call center)
- Within 30 days of travel: Non refundable, non changeable
12. Voluntary Date Change
- Ask for all the details: - New dates? - Same time? - Same hotel? - Same room type?
- Provides quote via platform + Sabre: Emails to passenger
13. Special Request (champagne, bedding, birthday, wedding, adjoining room...)
- Connect the guest with the Concierge or Casino Host on Duty –OR-
- Transfer to the Property directly (hotel main number) which will take the guest through the phone tree in order to speak with the correct agent
- Any escalations go through the SST/Call Center Manager: SST Supervisors can dial 833-914-3169 for support/assistance during launch. This number goes directly to the leads and supervisors so please do not give this number to guests.
14. Booking the trip on their behalf
- Advise $15 service fee
- Ask for CR number and advise they will need to authenticate their number prior to the check out page
- Read through trip options thoroughly – including all details like airlines, travel times, hotels, hotel room types.
- Once trip is agreed upon, Agent clicks ‘Invite a Customer’ on the My Trip page and enters the guests email address
- Guest then signs on, adds their name/contact details, and provides payment via Shift4
- Advise guest there is a 30 min (or less) window to complete the booking or the session will time out. Try to stay on the call with the guest while they input their name and card details, unless there are extenuating circumstances, to ensure the booking goes through properly and there are no lingering questions.
