16 · After the trip — feedback, complaints and returning pilgrims

CX-001 · Feedback after every trip

Status: PROPOSED · Owner: Sales Within 7 days of return, each lead traveller is asked for feedback (overall, hotel per city, transport, tour leader, food, visa/ticketing, staff) with an overall score. Results roll up per group, hotel, supplier and tour leader.

CX-002 · Complaints are cases

Status: PROPOSED · Owner: Operations A complaint (from feedback, phone, WhatsApp or portal) becomes a case with owner, category, severity, response deadline, resolution and any compensation (recorded as a credit note or refund through finance rules). Complaints link to the trip, supplier and incident if any.

CX-003 · Supplier scorecards

Status: PROPOSED · Owner: Operations Hotels, transport, food suppliers and airlines get scorecards from feedback, complaints and incidents, visible when choosing suppliers for new groups.

CX-004 · Returning pilgrims

Status: PROPOSED · Owner: Sales Customer 360 shows trip history; the system suggests next journeys (e.g. Umrah travellers who may be planning Hajj), with consent-based reminders (AUD-022).

CX-005 · Referrals

Status: OPEN · Owner: Management Decide whether referrals earn discounts or credits, and the rules for applying them (PRC-002).