Putting The Customer Back In To Our

Service

Travel SavvyBusiness professionalsKnowledgeable of Hotwire site & BrandConcerned w/rates availabilityOnly calls if a problem arises

Express Elite◦ Completes 30 or

more bookings per year

◦ On average, books 30 flights, 60 hotels, and 28 cars per year

Express Customer◦ Completes 6 or more

bookings per year◦ On average books

11 flights, 17 hotels, 7 cars per year

BRAND & REASON TO BELIEVE

HOTWIRE HELPS YOU TAKE MORE TRIPS BY

ENSURING YOU PAY THE LOWEST PRICE POSSIBLE

ON TRAVEL. SITE-WIDE LOW PRICE GUARANTEE

Service Recovery-Judgment-Service Recovery Guidelines-

Create a great experience by

acknowledging & thanking express

customers for their loyalty

Promote the features & benefits of

the Express Program

Identify openings to suggest

additional products Focus On The Customer Experience

Allowed Recovery- Lets agents provide customized resolutions for Express customers, such as otherwise un-cancellable bookings can be cancelled or refunded.

Allowed Recovery is YES you can provide a refund or cancellation

Investigate “ you should ask probing questions, find out more about their account history before taking any action.

Personable

Prompt Resolutions

Clear Recovery Path

Precise

Judgment Calls

• Apply CLASS brand standards with every customer across all channels –

Applying P. I. C. T. U. R. E.

• Relating with customers

C. L. A. S. S.

Hotwire Helps you Take More Trips by ensuring you pay the lowest Rate

possible on Travel.

HOTWIRE DREAM FULFILLMENT

TRAVEL MEANS SOMETHING DIFFERENT

AND SPECIAL TO EVERYONE.