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.
You might decide that 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.
If an escalation is guaranteed, the Escalations team will review the final decision to ensure it complies with the process and revise it if needed.
Escalations examples could be:
- The EAN agent cannot get approval from the hotel to provide a refund or compensation for a service that was included but not provided
- The EAN agent has exhausted all the possible ways to contact the hotel and is not able to provide a resolution
- You have major reasons to push back on the outcome provided by the agent, but the agent has refused to follow up on the issue that is now considered resolved by the call centre
What is the process you need to follow to escalate?
What are the benefits of escalating directly through the call centre?
- 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 APAC T3.
- Less effort: since the call centre agents already document all the tasks they complete for you in their systems, when they escalate to APAC T3, all the information is made available to that team, saving you the time it would take to put together an email repeating everything again.
- Alternatives: if for any reason you feel that there is a particular case that you would like to document and send by email, you will still have the opportunity to do so, as long as you do not cause duplication by escalating cases that have already been passed to APAC T3 by the call centre.
What do you need to do if you decide to escalate directly to Tier 3?
To escalate directly to Tier 3 you will have to send an email (in English, if possible) to firstname.lastname@example.org filling the following template you should copy and past on the body of your email (also attached on this article so you can download it for future use):
1. Select a short but descriptive name for your email, including the priority assigned based on time to check-in. For example, P4: Net rate disclosed by hotel.
2. Re-enter the priority in the table, based on the time to check-in.
3. Leave the Brand EAN.
4. Enter your affiliate's name and point of sale (or location), for example: Great travels for you.com (AU). If available, include the CID number that identifies you in the Expedia systems, for example: 33002.
5. Include the itinerary number provided by EAN, for example: 1112223334.
6. Enter the travel date, including check-in and check-out dates.
7. If you have contacted the call centre, say Yes. If your case has been assigned an Expedia internal number (which Expedia has shared with you), include it here.
8. Describe the issue briefly and to the point, including any relevant attachments in the email, like receipts or proofs of payment or pictures. Avoid repeating unnecessary information provided to you by the customer.
IMPORTANT NOTE: When sharing customer details, receipts or any other documentation with the call centre or APAC T3, remember not to include any sensitive customer information, like credit card, phone number or address details.