Tour Reschedule Request

Cancel / Refund / Rescheduling Policy

Complaint

  1. Details: Customer who joined a tour is requesting to reschedule the tour with a complaint
  2. Expected Action: Merge to complaint manual
  3. Tag on FreshDesk: Complaint
  4. Action Flow: Refer to complaint manual
  5. Necessary Information: None
  6. Operation Manual: None
  7. Message Template: None

Due to Sick / Public Transportation Delay

  1. Details: Customer is requesting to reschedule the tour because either A) He/she could not/will not be able to join the tour due to sickness/injury, or B) could not/will not be able to join the tour due to public transportation delay
  2. Expected Action: Request to submit an official documentation
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Customer's Name, Tour Group
  6. Operation Manual: None
  7. Message Template: None
Hi, 
We are really sad to hear that `you are sick/injured or `the public transportation was delayed`. According to our cancel / rescheduling policy, we kindly request you to provide us with an official documentation for your cancellation.
We understand this may bother you, but since we covered the cost to organize the tour once it has reached the cancellation limit, we appreciate your understanding for this policy.
Please kindly submit a screenshot of the documentation in this email. As soon as we receive it, we will reschedule your tour to a different date.
Hope you have a great time for the rest of your stay in Japan.
Best regards,
`Operator Name` from MagicalTrip Support Team

Wrong Booking Information (Wrong Booking Date) requested within 24hours after booking

  1. Details: Customer who booked the tour for a wrong date is requesting to reschedule the tour within 24 hours after booking
  2. Expected Action: Reply and Take Over to MagicalTrip to issue half refund
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Customer's Name, Tour Group, Booking Created Time
  6. Operation Manual:

How to check Customer's Booking Created Time

  1. Message Template: 
Hi, 
Thanks for informing us!
We are really sad to hear that.
We are afraid but we cannot rescedule your tour for free in this case.
We understand this may bother you, but since we covered the cost to organize the tour once it has reached the cancellation limit, we appreciate your understanding for this policy.
As we checked our system, we received your booking to `tour date`.
Due to these reasons above, we can only issue a half refund, unfortunately.
We are afraid but we appreciate your understanding.
Please kindly make a reservation again for the tour.
We look forward to seeing you on the tour.
Best regards,
`Operator Name` from MagicalTrip Support Team

Wrong Booking Information (Wrong Booking Date) requested after more than 24hours from booking

  1. Details: Customer who booked the tour for a wrong date is requesting to reschedule the tour after more than 24hours from booking
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Customer's Name, Tour Group, Booking Created Time
  6. Operation Manual:

How to check Customer's Booking Created Time

  1. Message Template: 
Hi, 
Thanks for informing us!
We are really sad to hear that.
We are afraid but we cannot reschedule the tour for free in this case.
We understand this may bother you, but since we covered the cost to organize the tour once it has reached the cancellation limit, we appreciate your understanding for this policy.
As we checked our system, we received your booking to `tour date`.
Due to these reasons above, we cannot reschedule the tour for free, unfortunately.
We are afraid but we appreciate your understanding.
Please kindly make a reservation again for the tour.
We look forward to seeing you on the tour.
Best regards,
`Operator Name` from MagicalTrip Support Team

Missed Tour due to Cannot Find Guide

  1. Details: Customer who could not join the tour since he/she could not find the guide at the meeting point is requesting to reschedule the tour
  2. Expected Action: Reply and reschedule the tour
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Customer's Name, Tour Group
  6. Operation Manual:
  1. Message Template: 
Hi, 
Thanks for informing us!
We are really sad to hear that you could not meet up with the tour group at the meeting point.
As we have checked with our guide, the gruop was waiting for you until `10 minutes after the reservation time`.
However, since we had other customers in the group, the gruop had to leave.
We will reschedule the tour, so please kindly tell me your desired dates.
We hope we can see you again on the tour.
Best regrads,
`Operator Name` from MagicalTrip Support Team

Cancel / Refund Request due to other reasons

  1. Details: Customer is requesting to reschedule the tour for reasons other than those mentioned above
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: None
  6. Operation Manual: None
  7. Message Template:
Hi, 
Thanks for informing us!
If you are trying to reschedule a tour, please do so from the link in the booking confirmation email. 
If you are unable to reschedule from the link, that means the deadline to reschedule has already passed. 
Unfortunately, we cannot reschedule for free in this case according to our policy shared in the confirmation email.
https://www.magical-trip.com/cancellation-policy
To organize tours, we need to cover some costs once it has reached the cancellation limit.
Due to this reason, we are afraid but we cannot reschedule your tour for free.
If you cannot find your booking confirmation email, you can receive it again from the link below.
https://www.magical-trip.com/help/confirmation-email-recovery
We appreciate your understanding and hope you have a great time in Japan!
Best regrads,
`Operator Name` from MagicalTrip Support Team

Reeschedule request from customers who booked on MagicalTrip

  1. Details: Customer who booked via MagicalTrip is requesting a reschedule
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow: None
  5. Necessary Information: Source of booking (if the inquiry came via a form, the booking is likely to be from MagicalTrip)
  6. Operation Manual: None
  7. Message Template: DO NOT SEND the template below if the message from customer contains a complaint. Refer to the complaint manual in this case.

Complaint

Also, DO NOT SEND the template if the customer is already aware of the policy, and is sending the offical documentation to prove public transportation delay or sickenss. 

Hi,
Thank you for informing!
If you are trying to cancel a tour which has not taken place yet, please cancel from the link in the booking confirmation email. 
If you are unable to cancel from the link, that means the deadline to cancel has already passed. 
Unfortunately, you cannot cancel and receive a refund in this case, unless you were late due to public transportation delay or sickness. 
This is because We need to reserve the venues in advance, and we have already paid the cost to conduct the tour. 
Thus, we cannot issue a full reufund once it reaches the cancellation deadline. 
Please refer to our cancellation policy for further details. 
https://www.magical-trip.com/cancellation-policy
I appreciate your understanding. 
If you cannot find your confirmation email, please access the link below, and re-send the confirmation email to the account you entered when you booked our tour. 
https://www.magical-trip.com/help/confirmation-email-recovery
Also, please check your spam/promotional email box as well. 
If you are trying to cancel a tour due to public transportation delay, sickness, or any other special cirucumstances, please access the cancellation link from the confirmation email. If you proceed, there will be a section for you to submit a form. 
Please attach the documentation directly to the email we reply to, not on the form. Sorry for the inconveneience. 
Thank you for choosing Magical Trip.
We wish you have a wonderful trip in Japan!
Best Regards,
`Operator Name` from Magical Trip Support Team

Cancel request from customers who booked on OTA

  1. Details: Customer who booked via OTA is requesting a cancellation/refund
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow:
  5. Necessary Information: Source of booking (name of OTA)
  6. Operation Manual: None
  7. Message Template: DO NOT SEND the template below if the message from customer contains a complaint. Refer to the complaint manual in this case.

Complaint

Hi,
Thank you for informing!
If you are trying to cancel a tour which has not taken place yet, please cancel directly on `Name of OTA.` If you are unable to cancel, that means the deadline to cancel has already passed. Unfortunately, you cannot cancel and receive a refund in this case, unless you experienced public transportation delay or sickness. We need to reserve the venues in advance, and we have already paid the cost to reserve. Thus, a free cancellation is not possible after the deadline. I appreciate your understanding. 
If you are trying to cancel a tour due to public transportation delay, sickness, or any other special cirucumstances, please send us an official documentation to prove this.
Thank you for choosing Magical Trip.
We wish you have a wonderful trip in Japan!
Best Regards,
`Operator Name` from Magical Trip Support Team

Sick / Injury

  1. Details: Customers ask for refund as they cannot join the tour because they are sick
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow:
  5. Necessary Information:

Sick / Injury

document

  1. Operation Manual: No Operation Manual
  2. Message Template:
Hi,
Thanks for informing us and we are sorry to hear that you are sick during your travel.
We wish your speedy recovery.
We are really afraid especially considering your situation but we have already covered some costs for your booking to organize the tour when it’s reached the tour rescheduling limit and according to our policy, we cannot issue the refund for your booking.
If could still join our tour, please kindly make another reservation from our website again.
Again, we hope you get better soon and you have a great time for the rest of your stay in Japan.
Best regards,
Magical Trip Support Team

Transportation Delay

  1. Details: Customers ask for refund as they cannot join the tour because of transportation issues
  2. Expected Action: Reply and Refund
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow:
  5. Necessary Information:

Transportation Delay

document

  1. Operation Manual:

    • How to Redschedule Customer's Booking (If customers request reschedule)

  2. Message Template:

Hi,
Thanks for informing us and we are really sorry to hear that you cannot join the tour.
Although it has already passed the cancellation and rescheduling limit, considering your situation that it is not something that you cannot control, we can either reschedule your booking or refund your booking.
You can check the availability information of the tour from our website, if you could join some other dates, please let us know.
(If website allows you to book for the number of people in your group, it means that day is available.)
We will move your booking right away so that you can join.
If you cannot make it, please kindly let us know. 
We will issue a full refund shortly.
Looking forward to hearing from you soon.
Best regards,
Magical Trip Support Team

Late (MT handled inquiries)

  1. Details: Customers ask for refund as they cannot join the tour because they are late for the tour. Customers contact us before the tour starts and MT handled it
  2. Expected Action: Reply
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow:
  5. Necessary Information:

Late (MT handled inquiries)

document

  1. Operation Manual: No Operation Manual
  2. Message Template:
Hi,
Thanks for reaching out to us and we are sorry to hear that you missed the tour. 
We are afraid but according to our cancellation policy, unfortunately we cannot refund or reschedule your booking now.
The group including the other customers waited for you 10mins after the tour starting time but since we could not meet you there, the group unfortunately had left.
Thus, we are so sorry that you could not join the tour but we cannot refund or reschedule your booking now.
We hope you have a great time for the rest of you travel in Japan.
Best regards,
Magical Trip Support Team

Late (MT did not handle inquiries)

  1. Details: Customers ask for refund as they cannot join the tour because they are late for the tour. Customers contact us before the tour starts but MT does NOT handle it.
  2. Expected Action: Reply and Refund
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow:
  5. Necessary Information:

Late (MT did not handle inquiries)

document

  1. Operation Manual:

    • How to Redschedule Customer's Booking (If customers request reschedule)

  2. Message Template:

Hi,
Thanks for reaching out to us and we are sincerely sorry for not being able to reply you back soon.
Although we do not usually accept the refund or rescheduling for the customers who are late for the tour according to our cancellation policy, we at least tried to help them to join the tour from the middle. 
However, in this case even though you tried to contact us, we could not reply you back or help you join the tour soon.
Thus, we would like to suggest either rescheduling or full refund. 
You can check the availability information of the tour from our website, if you could join some other dates, please let us know.
(If website allows you to book for the number of people in your group, it means that day is available.)
We will move your booking right away so that you can join.
If you cannot make it, please kindly let us know. 
We will issue a full refund shortly.
Looking forward to hearing from you soon.
Best regards,
Magical Trip Support Team

Complaint

  1. Details: Customers ask for refund with any type of complaints
  2. Expected Action: Escalate to MT
  3. Tag on FreshDesk: Booking Info Change Requests
  4. Action Flow:
  5. Necessary Information:

Complaint

document

  1. Operation Manual: No Operation Manual
  2. Message Template:
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