Change Request – Before Pick-Up

Ticket Handling & Verification

• A Freshdesk ticket is assigned and accepted within 90 seconds.

• Review the ticket and copy the Trip ID.

• Search for the Trip ID on Gmail and the Dashboard.

• Identify the booking change request under the car section on the Dashboard.

Processing the Change (Pre Pick-Up)

• If the booking was made through Options Travel or any other vendor’s website:

  • Check the availability for the requested new date and location by contacting the vendor (or via their website).

  • Send fare details to the traveller by replying to the same email (include the approver in CC).

  • Upon customer confirmation, modify the existing booking.

  • Update the booking by confirming any necessary Corporate Discount ID, Billing Number, and Membership details.

  • Create a new Voucher.

  • Complete the Booking MIS as “Bill to Client Company” and cancel the old MIS.

  • Draft a change confirmation email using the designated email template and send it.

  • Mark the change as complete by clicking “All vouchers sent.”

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

  • Update the US Production Tracker.

  • Send an email to Finance informing them that the booking change has been processed and that any refund (if applicable) will be billed to the client company.