As Canadian tour operators and airlines struggle to find and train call centre employees, Air Canada Vacations says it has added new self-service tools to allow travel agents to manage client bookings through its website.
To help agents save time, ACV has enhanced its self-serve tools through TripBook for online bookings. Enhancements include the ability to view and print bookings, access location maps, travel guides and e-documents, add payments and seat selections, cancel bookings and edit passenger information.
The tour operator has also implemented online submission forms for some requests previously only available through its call centre, including requests for cancellations under CareFlexPlus or with a reduced deposit of $50, and requests for a refund under its Price Drop Guarantee.
"We're all rolling up our sleeves so that we can rebuild our industry together. Our priority remains giving our partners the support that they need, and we're doing everything we can to respond to them and tackle any issues that arise," said Nino Montagnese, Vice President, Air Canada Vacations.
"These enhanced tools are a new way to help agents service their customers quickly without the wait."
To access Air Canada Vacations' self-service tools for bookings made through its Call Centre, advisors can visit the 'Manage Your Booking' page on aircanadavacations.com.
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