Escalation Matrix for travel agents
The following escalation matrix to be followed for any b2b related issues.
Level 1 - Support staff - +918101011011. Any issues like refunds, cancellations, rescheduling etc till 7 days.
Level 2 - Team Leader - Riya / Ritu - After 7 days all pending issues to be transferred to Team Leaders and resolved by team leaders.
Team Leader must resolve these cases and document it properly in zoho desk. If cases are unresolved till 10 days then it must be assigned to Manager (b2b Sales) Avishek Barman.
Level 4 - Manager (B2b Sales) - Avishek Barman. These issues must be resolved within 2 working days. If Unresolved it must be put up to the Admin (Mr. Shreyansh Sharma) Incase issue still remains unresolved till 24 hrs then it must be escalated to Business Head (Mr. Ravi Mitta)
Level 5 - Business Head - Ravi Mittal +919832543232 / ravi@tripmaza.com
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