Action Flow
If the guide can arrive by 30 minutes into the original tour start time
- Details: Guide is running late, but will arrive before 30 minutes into the tour start time, and the tour can still be conducted
- Expected Action: Send an email to the customers who booked the tour
- Tag on FreshDesk:
14. Contact by us - Action Flow: Refer to the image above
- Necessary Information: The time when the guide can arrive to the meeting point
- Operation Manual: None
- Message Template:
Title: [Important] Regarding your `Tour Name`
Hi,
We are very sorry to inform that the guide is running late, due to `reason for being late.` However, since `Guide Name` can arrive by `Time when the guide will get to the meeting place,` the tour will still be conducted. Thus, we would appreciate if you could stay at the meeting location until then. We, as well as our guides, take special care to start the tour on time. However, we would appreciate your understanding that some unforeseen events/circumstances can prevent this at times. Again, we are truly sorry for the inconvenience.
We hope you have a nice stay in Japan! :)
Kind regards,
`Operator Name` from Magical Trip Support Team
If a tour cannot be conducted because the guide will be late
- Details: A tour cannot be conducted as the guide will be late for 30+ minutes into the tour start time
- Expected Action: Send an email to the customers who booked the tour
- Tag on FreshDesk: None
- Action Flow: Refer to the image above
- Necessary Information: The time when the guide can arrive to the meeting point
- Operation Manual: None
- Message Template:
Title: [Important] Regarding your `Tour Name`
Hi,
We are very sorry to inform that the guide is running late, due to `reason for being late.` As `Guide Name` cannot arrive by `Tour start time + 30 mins,` the tour will not be conducted.
We, as well as our guides, take special care to start the tour on time. However, we would appreciate your understanding that some unforeseen events/circumstances can prevent this at times. Again, we are truly sorry for the inconvenience.
To make up for this incidence, we would like to propose you to reschedule this tour to some other date. If this is not a suitable option for you, we will issue a full refund for you immediately. Either way, please let us know which option you prefer.
We hope you have a nice stay in Japan! :)
Kind regards,
`Operator Name` from Magical Trip Support Team