Customer support agent calls traveler to complete reservation. Scenario C – Traveler books online but the reservation for some reason cannot be completed online and the reservation is queued to customer support agent for follow-up.However, if the email is requesting technical support for determining the next step in making a reservation and the traveler has not transferred responsibility for making the reservation to the customer support agent, the transaction remains a self service transaction. Response: By emailing the customer support agent to complete the transaction, the traveler has transferred responsibility of making the reservation to the customer support agent and the transaction now becomes a non-self service transaction. Is this a self-service or non-self service transaction? ![]() Traveler emails customer support agent to complete reservation.
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