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Customer support agent calls traveler to complete reservation. Scenario C – Traveler books online but the reservation for some reason cannot be completed online and the reservation is queued to customer support agent for follow-up.However, if the email is requesting technical support for determining the next step in making a reservation and the traveler has not transferred responsibility for making the reservation to the customer support agent, the transaction remains a self service transaction. Response: By emailing the customer support agent to complete the transaction, the traveler has transferred responsibility of making the reservation to the customer support agent and the transaction now becomes a non-self service transaction. Is this a self-service or non-self service transaction? Traveler emails customer support agent to complete reservation. Scenario B – Traveler books online but the reservation for some reason (availability, etc) cannot be completed online.Response: This scenario requires the services of a customer support agent for the explicit purpose of making and/or fulfilling travel arrangements (completion of the hotel or non-air reservations) and therefore the transaction is a non-self service transaction. Is this a self service or non-self service transaction? A customer service agent must intervene to complete the online transaction but does not need to have direct contact with the traveler to do so. Scenario A – Traveler books online but inserts a note in the eTS booking engine for an agent to complete the hotel or non-air reservation.The use of eTS customer support services for technical support or assistance in completing self service actions shall not constitute a non-self service transaction. Non-Self Service Transaction – one in which the services of a customer support agent are used explicitly for making and/or fulfilling travel arrangements. without direct contact between the traveler or travel arranger with a customer support agent for the explicit purpose of making and/or fulfilling travel arrangements. Self Service Transaction – one in which travel reservations and fulfillment are initiated and completed online i.e.