Cannot find a guide

Action Flow

Inquiries Before Tour Meeting Time

  1. Details: Cannot find guide inquiries from customers before tour meeting time
  2. Expected Action: Reply
  3. Tag on FreshDesk: 10.Tour Meeting Inquiries
  4. Action Flow: Refer to the image above
  5. Necessary Information: Tour meeting time, Meeting point
  1. Operation Manual: None
  2. Message Template: 
Hi,
Thank you for informing us. 
We have contacted the guide, and he/she should arrive to the meeting point in a few minutes.
Meanwhile, please make sure you are waiting at the correct place. 
`Link of the meeting point`
Thank you. 
Best regards,
`Operator Name` from Magical Trip Support Team

Inquiries Before Reservation Time

  1. Details: Cannot find guide inquiries from customers before tour reservation time
  2. Expected Action: Reply
  3. Tag on FreshDesk: 10.Tour Meeting Inquiries
  4. Action Flow: Refer to the image above
  5. Necessary Information: Tour reservation time, Meeting point, Tour group
  1. Operation Manual: None
  2. Message Template:

If the lost is the only customer in the group: 

Hi,
Thank you for informing us. 
We have contacted the guide, and he/she is waiting for you at the meeting point. Please make sure you are waiting at the correct meeting point. 
`Link of the meeting point`
If you are, please look for our guide holding a red board with MagicalTrip logo. 
Thank you. 
Best regards,
`Operator Name` from Magical Trip Support Team

If the lost is NOT the only customer in the group: 

Hi,
Thank you for informing us. 
We have contacted the guide, and he/she is waiting for you at the meeting point together with the other guests. Please make sure you are waiting at the correct meeting point. 
`Link of the meeting point`
If you are, please look for our guide holding a red board with MagicalTrip logo. 
Thank you. 
Best regards,
`Operator Name` from Magical Trip Support Team

Inquiries After Tour Start Time

  1. Details: Cannot find guide inquiries from customers after tour start time
  2. Expected Action: Reply
  3. Tag on FreshDesk: 10.Tour Meeting Inquiries
  4. Action Flow: Refer to the image above
  5. Necessary Information: Tour reservation time
  6. Operation Manual: None
  7. Message Template: 
Hi,
Thank you for informing us, and I am sorry to hear that you were unable to find our guide. 
Unfortunately, the tour has already started. The guide was waiting until `Tour start time` with the other guests, and considering the experience for the other guests, we had to start the tour. I am sorry to say this, but according to our cancellation policy attached in the booking confirmation email, you will not be able to join the tour. 
It is our understanding that disturbing the guide with constant contacts/messages to pick up late guests during the tour would not be ideal for both the guide and the guests. For this reason, we request our customers to arrive on time and cannot accept to join after tour starts.
I appreciate your understanding and hope you have a great time in Japan.
Best regards,
`Operator Name` from Magical Trip Support Team

Refund requests after receiving cannot find guide inquiry

  1. Details: Customers who were lost request a refund
  2. Expected Action: Provide a refund
  3. Tag on FreshDesk: Booking info change requests
  4. Action Flow: None
  5. Necessary Information: None
  6. Operation Manual: None
  7. Message Template: 
Hi,
I am sorry to hear that you were unable to join the tour. 
Considering the situation, we will provide a full refund for the tour. 
Please note that it could take up to 5-10 business days for the refund to be reflected on your account. 
Thank you for your understanding, and I hope you have a great time in Japan. 
Best regards,
`Operator Name` from Magical Trip Support Team
Previous
Booking Confirmation Email Request
Next
Complaints