What is an escalation?
Escalations happen when you have reached out to your first point of contact in EAN to resolve a situation and a final decision has been given. Remember in all cases, your first point of contact will be the call center (unless you are contacted directly by a different team, like Reservation Services).
An escalation is required if:
- The EAN agent in the call center you contacted by phone or email cannot find a solution for your issue, or
- The agent fails to follow the process for resolving that particular issue.
In order to make your life easier, and knowing that you will first contact the call center to help you in any case our call center agents will escalate your issues directly. The Global Escalations Team (previously known as T3) will only be contactable through the call center, you can no longer escalate directly. Once a case is open through the call centre, you will be able to follow up on it and continue communications by email.
Who is affected by this change?
APAC Partners that are supported in English.
What is the new standard process you need to follow to escalate?
Note: You can request the agent to escalate a case if you do not agree with the solution provided. Just bear in mind that escalations do not guarantee a different outcome if the agent did follow the correct process.
What are the benefits of escalating directly through the call center?
- One point of contact: You do not need to remember any extra email addresses or phone numbers. Just ask the agent helping you to pass the case to the Global Escalations Team (GET) or even better, the agents themselves will suggest an escalation when they find they cannot support you any further.
- Less effort: Since the call center agents already document all the tasks they complete for you and the reason for the call, they will enter all of that information on the new escalations web-form, saving you the time it would take to repeat everything again.
- More efficiency: Because all of the cases would have gone through the call center (either by phone or email), only real escalations that require further analysis will go to GET, meaning that our escalations agents can dedicate the time and effort those special cases require.
What if a case has been escalated through the Call Center and I’ve been waiting a long time for an answer or update?
- During the escalation process, the Call Center will ask for an email address. This should be the email address of the person that GET will work and communicate with on the case through to resolution. Upon submitting, our system will auto generate a reply message to this email address with a subject line containing (Ticket ID: 1234567) [request received]. If you feel you have been waiting too long for an update, you can simply reply to the most recent email communication from the GET team on the “open” case that was escalated for you.
Email communication with the GET team is only available during the life of the open case. Once your case has been closed, so is the ability to communicate with the GET team using email.
EAN Call Center Agents will not be able to provide an update on the case. Upon submitting the web-form to the GET team, the request leaves the Customer/Affiliate Care channel and enters a higher, escalated level. The best source for obtaining an update is to reply to the most recent email communication from the GET Team.
What if I use any of the escalations teams' email addresses I used before to contact escalations or post-travel complaints directly?
From 20 February 2017, all emails for direct contacts with escalations teams are closed. Attempting to send emails via these old email addresses will result in partner frustration and delay to resolve the cases.
Remember that, where applicable, even though the direct-to-escalations emails will be closed, you can still email your call center for any non-urgent issues and ask for an escalation through them also.