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Locomote Support FAQ

So you've lodged a ticket with our Locomote Support team and now you've got questions about what happens next. Well fear not brave soul, you've come to the right place to find those answers.

So... what’s next?

Now that we've received your request, it will be investigated by a member of our Locomote Support team. Once reviewed we will be in contact as soon as possible to advise of the progress, or to further clarify ticket details.

Is there anything I can do?
To ensure your request is answered in a timely manner, please help us by providing as much relevant and clear detail as possible, including screenshots, specific error messages, steps you took to get the point prior to lodging a ticket and anything else you feel will help.
Got it! Umm.. how can I do that?
To update your ticket with this information, you can do so via our nifty Customer Portal which is a part of our revamped Locomote Support Help Centre. To access this portal, you will need to sign-up to our Help Centre for access, otherwise feel free to reply via email.
Awesome, that's good to know. Can I do anything in the meantime?
If you're keen to get the most out of the Locomote Corporate Travel Platform, it's a great place to head. Otherwise there’s a good chance that we’ll have the answer you’re looking for on our Locomote Support Help Centre. Please check it out and if you do end up finding your answer, please let us know.
I couldn't find the answer, but my request is taking a while – what’s going on?
We appreciate your patience and understanding as we try to answer your request in the most accurate way possible. Sometimes we will need to liaise with other business units, or it may need to be escalated for further investigation. If we find a problem, we like to know why it occurred and get to the root cause so it won’t happen again rather than rushing a band-aid solution. Unfortunately this can take time as it goes through the engineering process. Severity of the issue can determine how quickly it gets resolved and these severity levels are assessed based on a set of guidelines used internally.
What happens if my ticket gets escalated?
On the off-chance your ticket does get escalated up the food chain, then it will be reviewed and investigated by our Level 2 team, who will help re-assess the severity of the issue and/or get an engineering team involved if required. If it is required, then an issue card will be raised with the team and it will go through the engineering process. Our Support team will continue to update you where possible until the root cause is resolved.
I have some feedback to give, where can I pass this along?
If you are hankering to provide some feedback, we are more than happy to take on your suggestions, ideas, comments - whatever it is, we would love to hear from you! The more feedback, the more improvements we can make based on the voice of customer resulting in a better the experience for yourself and for us. If you would like to provide feedback, escalate an issue, or discuss a resolution, follow this link to contact us and we'll attend to your special request.
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