Expand the scope of HQ management from reservation to payment
Block agency’s sole payment structure
Block cash payment and personal account induction sources
Yellow Balloon will completely improve the reservation and payment management system for the overall operation of the store and institutionalize measures to prevent recurrence. This is because a recent misappropriation of customer payments occurred at a specific agency.
Yellow Balloon announced on the 9th that it has thoroughly checked the agency reservation and payment process and greatly strengthened the control and verification process in the customer payment stage.
In particular, in the entire process from reservation reception to payment and settlement, the scope of headquarters management has been expanded to reorganize the transaction structure so that payment does not proceed by agency alone.
According to the yellow balloon, the headquarters and agencies have different areas of role performance. In addition to planning and operating travel products, the headquarters is directly in charge of overall monetary transactions such as payment and settlement. It distributes products through various sales channels, including its own affiliated channels and official agencies.
An agency is a window that serves as a consultation for customers to explain, guide, and make reservations about travel products. Most agencies operate normally according to the standards of the headquarters. However, in principle, payment for travel products should be made directly with the headquarters.
Yellow Balloon explained that the measure aims to strengthen management standards to structurally block actions outside of this official payment system. ▲ Standardization of payment methods to block cash payment guidance ▲ Unification of reservation and payment through headquarters system ▲ Regular monitoring of agency payment details ▲ Establishment of internal processes that can respond immediately to abnormal transactions. In addition, the agency plans to completely reorganize its contract standards and operating guidelines to clarify its management responsibilities and scope.
Yellow Balloon will also strengthen the management and supervision system for internal executives and agencies. The plan is to strengthen institutional control by regularizing ethics training related to customer response and payment, and applying the principle of zero tolerance in case of violations.
An official from Yellow Balloon said, “We feel a heavy responsibility for causing inconvenience and concern to customers with this issue,” adding, “We are not only focusing on short-term follow-up measures, but also on institutionalizing similar cases to prevent recurrence by improving the structural management system.” He added, “We will build a more transparent and safe reservation and payment environment by making restoring customer trust a top priority.”
Meanwhile, Yellow Balloon has greatly strengthened the management standards and execution power of the “All Right Reservation” campaign, which has been operated at all times to prevent customer damage and create a safe reservation environment. Beyond the simple level of guidance, it is mandatory to attach a notice poster to all agencies so that customers can check the official reservation and payment standards of the headquarters directly on site.
Through this, customers will be aware of the normal reservation and payment process in advance, and abnormal transaction signs such as excessive discount offers or inducement of personal and agency accounts will be immediately blocked at the on-site stage.
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