Late Customer

Action Flow

Inquiries Before Reservation Time

1. Details: Late inquiries from customers before 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 meeting time, Meeting point

6. Operation Manual: None
7. Message Template:

If the customer is the only customer in the tour group:

Hi,
Thank you for informing us. 
Our guide will wait until `Reservation Time + 30 minutes`, so please head to the following location as soon as possible. The tour will have to start after this time, considering the experience for the other guests. 
`Link of the meeting point`
Please note that you will not be able to attend the tour if you arrive later than the time mentioned above, as stated in our cancellation policy attached in the confirmation email. 
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 apprecaite your understanding. 
If you were late due to public transportation delay, you can submit an official documentation. 
As our policy states, we will be able to provide a full refund for you in this case! Please attach the copy and reply to this email, if you have one. 
Thank you. 
Best regards,
`Operator Name` from Magical Trip Support Team

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

Hi,
Thank you for informing us. 
Our guide and the other guests will wait until `Tour Start Time`, so please head to the following location as soon as possible. The tour will have to start after this time, considering the experience for the other guests. 
`Link of the meeting point`
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 apprecaite your understanding. 
If you were late due to public transportation delay, you can submit an official documentation. 
As our policy states, we will be able to provide a full refund for you in this case! Please attach the copy and reply to this email, if you have one. 
Thank you. 
Best regards,
`Operator Name` from Magical Trip Support Team

Inquiries After Tour Start Time

1. Details: Late 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. 
Unfortunately, the tour has already started. The guide was waiting until `Tour start time`, 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.
If you were late due to public transportation delay, you can submit an official documentation. 
As our policy states, we will be able to provide a full refund for you in this case! Please attach the copy and reply to this email, if you have one. 
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 lost inquiry

1. Details: Customers who were late request a refund
2. Expected Action: Refer to the article below

Tour Cancel Request

3. Tag on FreshDesk: Booking info change requests
4. Action Flow: None
5. Necessary Information: None
6. Operation Manual: None
7. Message Template: None

export const _frontmatter = {"title":"Late Customer"}