CS: Weekly Roundup - October 2025 Week 4 (27/10/25 - 02/11/25)

CS Updates:

• CS Update: Offline insurance - transition to PassportCard
• CS Update: CRG Re-Launch
• CS Update: Société SG - Lounge Passes
• CS Update: US Based Fraud - Amex
• CS Update: 5 Star Link Update
• CS Update: Points Model Update - Complex Cases
• CS Update: Expired Book By & BNBL (‘Buy Now, Book Later’) Changes
• CS Update: LuxPlus Renewal Cancellations – Important Process Update
• CS Update: EOI - Onboarding Agent Support

Operational Updates:

• Operational Update: Deposit Payment Option & Société Benefit Eligibility

Friendly Reminders:

• No Friendly Updates

Bulk Sends Added to the Bulk Send List:

• No Bulk updates

Knowledge Article Updates:

• UPDATE: Shop - All things Luxury Escapes Shop - Added that Luxury Escapes credit cannot be used for the purchase of Shop products.
• UPDATE: Société - Redeeming Airport Lounge Passes - The list of eligible airports will continue to expand as new offers are created in additional regions. As a result, some airports may become eligible even if they are not currently listed in the article. To confirm airport eligibility, the most reliable method is to spoof a Silver, Gold, or Platinum member and check the available offers.
• UPDATE: LE Agent Hub - Currently, gift cards cannot be redeemed directly through Agent Hub. However, the agent’s customer can redeem the gift card to their own Luxury Escapes account. Then, we can arrange a transfer of the redeemed funds from the customer’s Luxury Escapes account to the agent’s Agent Hub account.
• UPDATE: Expired Book By & BNBL (‘Buy Now, Book Later’) Changes - Need hotel to confirm and approve allotment now. 
• UPDATE: LuxPlus Renewal Cancellations – Important Process Update -  No longer need to escalate to remove bonus points/Status credits. This is now automated. 

Macro Updates:

• NEW: Confirming Card Details - Confirming with customer that their card used for their purchase is still active before processing the refund. 
• NEW: RT to Further Investigate Calls - Advising the customer further investigation is required for their complaint. This should be sent to a customer is the Resolutions Team are investigation the calls/interactions. 
• UPDATE: ATAS Escalation - Updated information to ATIA