Lost Inquiry

Action Flow

Inquiries Before Tour Meeting Time

1. Details: Lost 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

6. Operation Manual: None
7. Message Template:

Hi,
Thank you for informing us. 
Please head to the following location. 
`Link of the meeting point`
If you are already at the meeting point and cannot find the guide, he/she will arrive within a few minutes, so please wait where you are. 
Thank you. 
Best regards,
`Operator Name` from Magical Trip Support Team

Inquiries Before Reservation Time

1. Details: Lost 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

6. Operation Manual: None
7. Message Template:

If the lost is the only customer in the group:

Hi,
Thank you for informing us. 
Please head to the following location. 
`Link of the meeting point`
The guide is waiting at the meeting point, and will wait for you until `Reservation time + 30 minutes`. Please make sure to get there by then so that you can join the tour. 
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. 
Please head to the following location. 
`Link of the meeting point`
The guide and the other guests are waiting at the meeting point, and will wait for you until `Tour start time`. Please make sure to get there by then so that you can join the tour. 
Thank you. 
Best regards,
`Operator Name` from Magical Trip Support Team

Inquiries After Tour Start Time

1. Details: Lost 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.
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 lost 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