Car Rental (Non-SBT Online) Booking Request

If the Booking Is Generated

• Initial Ticket Handling

  • The Freshdesk ticket is assigned to and accepted by the agent within 90 seconds.

  • Review the ticket and copy the Trip ID.

  • Search for the Trip ID on Gmail and the Dashboard; verify the booking status under the car section.

• Failure Diagnosis & Voucher Processing

  • Identify the reason for SBT failure, if any.

  • Confirm details on the Options Travel or the Vendor’s website.

  • Cross-verify that the Billing Number is updated (if applicable).

  • Create the Voucher.

  • Navigate to the “send voucher” page and attach the voucher.

  • Retrieve the booking from the IL Database (using the Trip ID) to confirm booking details (vendor and driver details).

  • Access the MIS page via the provided link and complete the Booking MIS (set as “Bill to Client Company”).

  • Draft and send a confirmation email (using the designated email template; for stand-alone bookings, ensure email is sent from the appropriate system).

  • Update Freshdesk case notes, transfer the ticket to the US support queue if required, and close the ticket.

  • Update the US Production Tracker.

  • Charge the client the applicable service fee.

If the Booking Is Not Generated

• Ticket Handling & Diagnosis

  • Assign and accept the Freshdesk ticket, review it, and copy the Trip ID.

  • Search for the Trip ID on Gmail and the Dashboard to identify the booking status.

  • Check with the Tech-Spoc to confirm that the booking was not generated.

• Manual Booking Process via GDS/Vendor Website

  • Create a PNR on GDS (Options Travel) or on the selected Car Vendor’s website.

  • Select the same car type chosen by the traveller and verify the price.

  • Update the Billing Number, Corporate Discount ID, and Membership details (where applicable).

  • Confirm the booking and create the Voucher.

  • Retrieve the booking from the IL Database using the Trip ID and confirm vendor and driver details.

  • Access the MIS page and complete the Booking MIS (set as “Bill to Client Company”).

  • Draft a confirmation email using the designated email template.

  • Click “All vouchers sent” to close the booking process.

  • Send the confirmation email (for stand-alone bookings, use the appropriate email system).

  • Update Freshdesk case notes (transfer to the US support queue if necessary) and close the ticket.

  • Update the US Production Tracker.

  • Charge the client the applicable service fee.
    Note: For stand-alone car rentals, MIS must be created as “Bill to Client Company” and the service fee charged accordingly.