Why Is My Passport Still A Red “X”

SOP: Resolving Passport Upload Issue on Pre-Travel Checklist

Objective:

To address and resolve the issue when a parent contacts us regarding a red X on the pre-travel checklist for the passport upload, either due to unsuccessful upload or incorrect expiration date.

Key Steps:

1. Access Salesforce:
   • Look up the person who contacted us.
   • Retrieve their itinerary.
2. Check Student Traveler Information:
   • Scroll down to the Student traveler section.
   • Open their portal link.
   • Verify passport information in the student contact record.
   • Ensure the passport attachment is in the Google Docs Notes section.
   • Preview the passport image to confirm the upload.
3. Verify Passport Expiration Date:
   • Check the expiration date on the passport.
   • Compare it to the required valid period for travel.
   • Note any discrepancies in the expiration date entered by the parent.
4. Update Expiration Date:
   • Correct any incorrect expiration dates in the system.
   • Save the updated information in the contact record.
5. Refresh Portal:
   • Refresh the portal to reflect the updated information.
   • Confirm that the red X has changed to a green checkmark.
6. Communicate Resolution:
   • Contact the client via call or email.
   • Inform them that the issue has been resolved.
   • Explain that the passport now shows a green checkmark on the checklist.

Cautionary Notes:

• Ensure all steps are accurately followed to prevent further issues.
• Double-check all information before updating to avoid errors.

Tips for Efficiency:

• Familiarize yourself with the process to expedite resolution.
• Communicate clearly with the client to provide reassurance and updates promptly.

[TEMPLATE] Email Reply

Hi , this is from Rustic Pathways, just confirming that I have updated portal so that the passport is all set and shows the GREEN completed check mark now.