CS: Weekly Roundup - August 2025 Week 4 (25/08/25 - 31/08/25)

CS Updates:

• CS Update: New Credit Refund Policy – Effective Immediately

Operational Updates:

• Operational Update: Insurance Refund Reason
• Operational Update – More Société Upgrades Now Available
• Operational Update - New Tool for Missing Complimentary Experiences
• Operational Update - FYI - LESA Expansion Across All Regions
• Operational Update - Updated Credit Movement Reasons

Friendly Reminders:

• Friendly Reminder: Customer Payments Out of Scope for Finance Team

Knowledge Article Updates:

• Handling Tours Enquiries - CS - (Updated - Added a Loom on how to transfer to Tours)
• Credit Refund Request - (New)
• Credit Movement Reasons - (New)

Macro Updates:

• Information on ICS Pick-up & Departure Process (New)
• Date Change Outside of Policy - Insurance Letter Offered (New)
• Hotel Denied Compensation - Promo Code Offered (New)
• Downgrade Actioned (Decrease in Nights) - (Was called Downgrade Processed (Decrease in Nights - Updated Name)
• Downgrade Actioned (Room Type) - (Was called Downgrade Processed (Room Type - Updated Name)
• Transfers - Sending Flight Details (Hotel) - (Added a section to add the booking number)