Glossary

Deutsch: Fall / Español: Caso / Português: Caso / Français: Cas / Italiano: Caso /

Case describes a dispute taken to court, and specific cases set legal precedents - a legal principle, created by a court decision, which provides an example or authority for judges deciding similar issues later

In the travel, transportation, and hotel context, a case typically refers to a specific situation or incident that requires attention or resolution. Cases can include customer complaints, disputes, or issues that arise during the course of travel or accommodation.

Examples of cases in the travel, transportation, and hotel context include:

• Customer complaints: These cases involve a customer who is dissatisfied with a service or product, and wants to file a complaint. The case may involve a refund, compensation, or an apology. Examples of complaints could be flight delay, lost luggage, poor service, or unfulfilled expectations.
• Disputes: These cases involve a disagreement or argument between a customer and a company or between two parties. Examples of disputes could be over a charge on a hotel bill, a cancellation or refund policy, or a transportation service issue.
• Incident management: These cases involve incidents that occur during the course of travel or accommodation, such as medical emergencies, accidents, or security incidents. These cases require prompt attention and proper management to minimize any negative impact on customers or the business.

These cases are usually handled by customer service or complaint management teams, who use specific procedures and protocols to investigate and resolve the issue. They are also used to track and analyze customer feedback, to improve the overall service or product provided.

In general terms, a case refers to a specific situation that needs to be addressed, investigated or resolved. It can be a positive or negative experience that requires attention and follow-up.