Please read before you submit a request

When should Supply Partners contact the Operations Team directly?

As a general rule, suppliers would contact [e-mail] for confirmation/amendment/cancellation of bookings, to request additional information from customers like flight number or contact details for meet and greets, or hotel deliveries etc

In regards to Fleet Fails they should be contacting [e-mail] or the confirmation phone line for small amounts of bookings, (ie the odd 1 or 2 bookings that are confirmed in error, or a car was damaged, last minute...etc)

Supply partners should contact [e-mail] for stop sells, and fleet management.

Email is always the preferred method of communication, but if needed our external number is [phone]

Other issues

If a partner wants to cancel a booking due to prior issues with the customer, or because the customer is blocklisted, then please contact the fraud team by emailing [e-mail]

If you wish to investigate what has happened with a booking then the memos should give full details, however, please reach out to tbu_csmanagers&[e-mail] in the first instance

For any issues, other than ‘999’ issues as above, before the end of the rental, please email tbu_csmanagers&[e-mail]

For any Post Rental issues please email [e-mail]

Where a Supply manager is in CC and confirmations has been emailed then no further action needs to be taken

For payment disputes, please contact: [e-mail]
Please send new Request for Payment files to: [e-mail]
For any payment queries please contact [e-mail]
For any customer service related queries, please contact: [e-mail]
For any issues logging into the supply partner extranet, please contact: [e-mail]

999 Issues Process

Do we only need to advise the customer of something?

Where we only need the customer notifying of an issue via email, please create a ticket below selecting Alerts - Notify customer of an issue

Do we need to amend the booking?

Where the booking needs to be changed please open a ticket below selecting Alerts - Request to modify reservations
- An explanation of the issue
- Options available for the customer (i.e. vary pick-up time/change supplier/location)
- Alternatives for each booking agreed and signed off by line manager
- Full list of affected booking references
- Confirmation that the supplier is covering all rehousing costs/other additional costs.

Please Note:
The more detail that can be given with the initial request, the quicker the matter can be dealt with and the customer made aware (Please allow a suitable time frame for content creation, and translation if this is not something we already have - min 1 week)