Operations

CODE:

URGAMD for amended final docs
CCAMD for regular amendments only. No amended rooming lists need to be sent unless specified by the account handler – just amended confirmations to visits, lunches etc.

What to do: amendments are about sending the updated rooming list (with GRAL code) and updated vouchers to both suppliers and guide (when needed). Normally, everything would have been verified before regarding the itinerary (time, visits, numbers, etc.)

PROCESS:

Step 1: Where to find who cancelled or who was added to the tour: various possibilities

Message queue - the Account Handler leaves a message
Rooming List - List configuration - unallocated pax
Service List - any service - service details - sometimes they leave a note with the names

Step 2: Print again a word doc with the service list and checklist OR reuse yours if you did the FD.

Step 3: Send updated rooming list:

Check if Customer Care have already sent the amended rooming list (sometimes they do)
If not, proceed like a normal FD but use GRAL code
Insert a note in the body of the email saying : “We just received a last minute cancellation for XX pax, name XX”
Don’t forget to copy the new rooming list in a word document and save it in your file (to send it to the guide)

Step 4: Send updated vouchers:

Proceed like a normal FD but use GRVA code
Go to the email body and complete the sentence: “We just received a last minute cancellation for XX pax, name XX. The final numbers are XX pax + X Guide + X Driver”
Copy the sentence in the email body for every voucher there is.
Before sending every voucher check that the number of pax/driver/guide is matching what is written on the voucher.
Ex: for accommodation vouchers, there will usually be written XX pax; Driver 1; Guide 1, which needs to be the same in the email body. However, for visit vouchers, it is usually written XX pax only. Just make sure you have both email and voucher matching.
Do the usual: send to supplier only or supplier and guide or guide only.

Step 5: Send an email to the guide:

With the updated itinerary and rooming list
With amended vouchers
Write a note in the email saying: “We just received a last minute cancellation for XX pax, name XX. Please find amended documents for group XX”
No need to send the guide voucher again as the guide is paid by the day and not by the number of pax.
If there is an airport transfer done by another guide, double check with the account handler if Customer Care sent him an email to let him know, or if you should do it.

In some cases, when the group is already travelling for example, the guide will update himself the itinerary and vouchers.

No need to send anything to the Coach Company or driver.

Unless this is a driver/guide! In this case, the coach company will need to be treated like a guide.

Also if a group doesn’t have a guide booked and an airport transfer is done by the coach company, if you do have the time, it doesn’t hurt letting them know that they pick up XX pax only – the people travelling on that group don’t always know of last-minute cancellations.