Sort booking changes, cancellations and refund requests

Fields

• Channel (email, chat, web form)
• Traveller's latest message

Questions

1. What is the traveller mainly asking for? Choice

   Read the message. Choose the main request, the one the traveller most wants done. Other requests are picked up by the several requests question.

   • Refund after a supplier change Money back because the supplier cancelled or changed the travel, whether or not a new option was offered.
   • Rebook after disruption New travel, not money, after a delay, cancellation or missed connection.
   • Cancel Cancel all or part of a booking the traveller no longer wants, with no supplier change behind it.
   • Change dates or times Move the trip, a flight, a train or a stay to other dates or times, at the traveller's wish.
   • Change traveller details Correct a name, passport, date of birth or contact details.
   • Add or remove a traveller Change who is travelling on the booking.
   • Extras Add or change bags, seats, meals, insurance, room type, board or transfers.
   • Refund status Asks where a refund or credit already agreed or requested has got to.
   • Confirmation or documents Asks for a confirmation, ticket, invoice or voucher to be sent or resent.
   • Price or charge question Asks about a fare, fee or charge without asking to change or cancel anything.
   • Trip complaint Complains about the trip itself, such as the hotel or a flight, without asking for a change to the booking.

2. Does the traveller say the supplier cancelled or changed the booked travel? Yes / No

   Read the message and the definition of a supplier change in the context. Does the traveller say the airline, hotel, rail operator or other supplier cancelled the travel, or changed its time, route or date? Yes: The traveller says the supplier made a cancellation or change. No: The change or request comes from the traveller, or no change is described.

3. Does the traveller accept or turn down the new travel the supplier offered? Choice

   Read the message. When the supplier cancelled or changed the travel, the traveller may have been offered a new flight, room or date. Code uses this answer when checking refund rules. Pick one option.

   • Turned down The traveller says they will not take, cannot use or do not want the new travel offered.
   • Accepted The traveller says they will take or have taken the new travel offered.
   • No alternative mentioned The message mentions no new travel offered by the supplier, or there was no supplier change.

4. Does the traveller say in words that travel is today, tonight or tomorrow? Yes / No

   Read the message. Does the traveller use words such as "today", "tonight", "tomorrow", "in a few hours" or "we are at the airport" about the travel in question? Count only such words. A calendar date on its own does not count, because code compares dates with today. Yes: The traveller says in words that travel is today, tonight or tomorrow, or is under way. No: The traveller uses no such words.

5. Does the traveller give illness, a death, an emergency or a similar personal reason for the request? Yes / No

   Read the message. Does the traveller give illness, an injury, a death, a pregnancy, a family emergency, jury service or a similar personal reason for the request? Messages with such reasons go to agents who handle waivers. Go only on what the traveller says. Yes: The traveller gives a reason of this kind. No: The traveller gives no such reason.

6. Does the traveller say they have already contacted the supplier about this? Yes / No

   Read the message. Does the traveller say they have already called, emailed or messaged the airline, hotel or other supplier about this request? Yes: The traveller says they have already contacted the supplier. No: The traveller says nothing about contacting the supplier.

7. Does the traveller threaten a card dispute, a regulator complaint or legal action? Yes / No

   Read the message. Does the traveller say they will, or may, dispute the payment with their card company or bank, complain to a regulator or consumer body, or take legal action? Yes: The traveller makes at least one such threat. No: The traveller makes none.

8. Does the message ask for more than one separate change or request? Yes / No

   Read the message. Does it ask for more than one separate thing, such as a date change and an extra bag, or a refund and a new invoice? Saying that the rest of the booking should stay as it is does not count as a request. Yes: The message asks for at least two separate things. No: The message asks for one thing, or several points about the same thing.

9. Does the message say which booking, who is travelling and what change is wanted, well enough to act? Yes / No

   Read the message. Does it give a booking reference or a clear description of the trip, who is travelling, and what the traveller wants, clearly enough for an agent to act without asking? Code checks the reference against bookings. Yes: All three are there. No: At least one is missing or unclear.

Lens columns

request, request_probability, supplier_caused, supplier_caused_probability, alternative_response, alternative_response_probability, travel_soon_in_words, travel_soon_in_words_probability, special_circumstance, special_circumstance_probability, already_contacted_supplier, already_contacted_supplier_probability, dispute_or_legal_threat, dispute_or_legal_threat_probability, several_requests, several_requests_probability, enough_to_act, enough_to_act_probability