Sunwing is doubling down on its efforts to steer trade inquiries away from its call centre and towards online assistance options, with a new service fee policy starting next week.

Effective November 6, 2023, service fees will be applicable when contacting the Sales Centre for any actions where online self-serve options are available, says a letter to travel advisors.

The announcement coincides with new updates and enhancements to Sunwing’s Travel Agent Portal. Sunwing says the enhancements provide agents with more options to manage their bookings “conveniently, efficiently, and with a number of self-serve options available to you for several actions on booking files (meaning they can be completed without the need to contact our Sales Centre).”

For group travel, agents are asked to refer to their quote or group contract for terms and conditions, including any applicable service fees.

Says Sunwing: “Our Agents will advise you before completing the action if it can be completed online. If so, you may choose to end the call and avoid the service fee.

“If you opt to have our Sales Centre Agent complete the action where a self-serve option is available, a service fee of $25 for existing bookings will be applied, and for new bookings a fee of $25 per travelling passenger will be applied.”

Here’s a list of actions, and the online options …

• Make a reservation – Sirev / Revnet
• Add Star Card to new booking within 24 hours – Sirev / Revnet
• Add / upgrade seat selection – Travel Agent Portal
• Book excursions – Travel Agent Portal
• Upgrade to private transfers – Travel Agent Portal
• Submit special assistance requests to existing booking – Travel Agent Portal
• Purchase additional baggage or carry-on on existing booking – Travel Agent Portal
• Request a room upgrade (available on certain hotels) – Travel Agent Portal
• Add insurance to new booking within 48 hours – Travel Agent Portal
• Select Blue Diamond room location (Mexico, DR, Jamaica, Saint Lucia) – Travel Agent Portal
• Request a group quote – Travel Agent Portal
• Worry Free Voucher Extension request – Travel Agent Portal
• Insurance letter request – Travel Agent Portal
• Add special requests to an existing booking – Travel Agent Portal
• Price Drop Guarantee claim / questions – Travel Agent Portal
• Commission questions – Travel Agent Portal
• Make a name correction or add a second / middle name at least 3 days prior to departure – Sirev / Revnet & Travel Agent Portal
• Add payments – Sirev / Revnet & Travel Agent Portal
• Access and print edoc – Sirev / Revnet & Travel Agent Portal
• Cancel a booking – Sirev / Revnet & Travel Agent Portal
• Access invoice (active individual bookings only) – Travel Agent Portal
• Redeem, verify balance of a voucher or gift card – Travel Agent Portal

Sunwing thanked its retail partners for using the Travel Agent Portal. “Thank you to the many Advisors who utilize the portal regularly, and we encourage you to review the portal enhancements including the self-serve options that are available.

“For any other needs requiring Sales Centre support, our Agents are always here to assist you.”

Source: Travelweek