Frequently Asked Questions 15
How am I notified when a new booking arrives?
The system instantly sends an SMS/Email to your defined email address and SMS channel.
Where can I access customer information (name, contact, departure point)?
You can view all customer information by clicking on the relevant reservation detail from the "Reservations" tab in the panel. Additionally, customer contact information will be shared with you in the SMS and email sent with the reservation.
Can I contact the customer directly?
Yes, you can reach the customer via the customer contact numbers provided via SMS and email.
The customer did not arrive at the meeting point on the tour day, what should I do?
If you cannot reach the customer and the customer does not attend the tour, you can forward it to the email address [email protected].
How can I see customer special requests (e.g., vegetarian menu, wheelchair access)?
Customer special requests will be listed under the "Inclusions / Exclusions" section of the tour details. For services that you provide but are not included in the price, you can contact the customer using the contact information provided after the reservation to obtain the necessary details.
Can I send a pre-tour information message to the customer?
Yes, you need to contact the customer before the tour to confirm their reservation and, if applicable, the transfer point or meeting point.
How do I verify a customer's ticket or voucher?
Customer information is not sent to you via SMS and email for any customer who has not made a firm reservation. Therefore, the contact information sent to you carries the confirmation of a firm reservation.
What should I do if the customer wants to change their reservation date?
If your availability permits, you can update the reservation date by confirming with the customer.
What should I do if the customer wants to increase the number of people?
If there is availability, you can increase the number of people by discussing it with the customer.
Can customers leave reviews and ratings about me?
Yes, customers who participate in a tour can leave reviews, photos, and ratings after the tour is completed.
Can I respond to customer reviews?
No, you cannot provide any feedback through comments, as customers rate the tour they experienced by commenting on it themselves.
How can I report an unfounded or irregular customer review?
All reviews are checked through our system before being published. If you think a review is unfair or untrue, you can report it to us at [email protected].
What are the reservation confirmation times?
Every reservation with completed payment is added to the system as a confirmed reservation.
What should I do if a customer complains during the tour?
For customer satisfaction, you should first try to resolve the issue with your field team, and if it cannot be resolved, you should inform the TravelTourShop support team.
Can I download the passenger list in bulk?
Yes, you can download the participant lists on a daily basis.