💡 DidaTravel has 10 years of inventory connection experience with more than 100 Hotel Chains worldwide and has successful cooperation experience with the world's mainstream connectivity companies.
⟡ Dida Travel is based in China and 50% of the main market is based in APAC.
The other 50% is spread globally.
Contact Details in Aircall
|
All Calls |
+85230023200 |
Contact Details in Zendesk
DIDA'semailsystemcategorizesemailsbasedonthekeywordsinthesubject.
|
Touch Point / Usage |
Partner Contact & Escalator Name |
|---|---|
|
NA / All Inquiries |
intlservice@didatravel.com ➡ DIDA Requests Any queries not related to exceptions |
|
Escalations |
complaints.intlservice@didatravel.com ➡ DIDA Escalations |
|
HCN requests |
reconfirm-service@didatravel.com ➡ DIDA HCN Requests |
⟡ Ensure efficient handling of requests with proper format on email subject lines.
DIDA's email categorization system utilizes keywords in the subject line to prioritize and direct the correspondence to the appropriate customer service team.
📩 Email Subject Guidelines Description
|
USAGE |
CONTEXT |
|---|---|
|
Include the Dida Reference Number Always add your Dida Reference# on the subject line. |
Including this information helps DIDA's system locate the booking quickly. |
| Marking Emergency Cases | If it's a check-in issue or same-day check-in request, please include the word "Urgent" in the email subject line. |
|
Notify DIDA by Phone for Emergencies In addition to emailing |
Please call to notify DIDA's team about any emergency cases via phone. This ensures that they can address the guest's issue as quickly as possible. |
|
Avoid Duplicate Emails |
This will trigger priority distribution to their customer service team which may delay response and resolution time. |
📝 Examples of proper DIDAEmailSubject Lines:
Didaref#DHBXXXXXXX+Cancellationrequest
Urgent+Didaref#DHBXXXXXXX+onspot
Subject: Urgent+ DHBXXXXXXXXXXXX+ Relocation
SERVICE LEVEL AGREEMENT
DIDA's RESPONSE TIME
|
DaysBeforeCheck-In Vs. Request |
1 DAY
|
1-3 DAYS |
3+ DAYS |
POST-TRAVEL |
|---|---|---|---|---|
|
Book-Outs *** |
1h
|
12h
|
24h
|
DIDA Will only act on cases up to 30 days post check out,
|
|
Amendment |
2h | 12h | 48h | |
|
Special Request |
1h | 3h | 24h | |
|
Cancellation |
2h | 12h | 24h | |
|
Penalty Waiver |
3h | 12h | 24h | |
|
Refund request |
3h | 12h | 24h |
*** Dida CS Standard Solution for Book-Outs:
Process Situations for Compensations ⤵
⟡ 1. Reconfirm: Same or higher star-level hotels: No compensation
⟡ 2. Relocation: Downgraded star-level hotels: No compensation
⟡ 3. Cancel and Rebook: Reconfirmed in original hotels
⟡ 4. Extra compensation on a case-by-case basis
|