Operational Update: ICS Transfer Confirmation Update

A quick update to how ICS transfer confirmations are handled. Please review the updated process below and apply this immediately when assisting customers. It has also been added to the ICS Airport Transfer Booking Details, Communication, and Contacts Knowledge Article
 

🔄 What’s changed?

We are no longer directing customers to wait for ICS confirmations.

Once all required transfer details are fulfilled, Luxury Escapes will automatically send the transfer confirmation instantly.

There is no manual request required in standard scenarios.

❓ When will customers receive their transfer confirmation?

• Customers will receive their transfer confirmation from Luxury Escapes as soon as all required fields are completed
• If details are missing, CS should assist the customer in completing them

❓What to do if the customer HAS submitted all transfer details but has not received confirmation:

Departure WITHIN 7 days

• Raise an internal bug report
• Advise the customer that we have raised with Tech
• Escalate to ICS Support to request manual confirmation

Departure BEYOND 7 days

• Raise an internal bug report
• Advise the customer that we have raised with Tech

❓ What if the customer has NOT submitted their details?

If the customer contacts us for help arranging transfers and has not submitted their details via My Escapes:

• Customer will receive their confirmation instantly, once details are submitted.

🛑 Important reminders

• CS should not request early transfer confirmations from the ICS team
• Confirmations are automated once all details are submitted
• Once all details are provided, a confirmation email from Luxury Escapes will be sent to the customer
  • This email will include hotel pick-up time for airport transfers

If you have any questions or notice issues with confirmations triggering after details are completed, please raise a bug report as usual.

📧 This was also communicated via email on 8th January 2026, titled “ICS Transfer Confirmation Update” sent by Riley L (Customer Experience Operations Leader).