Skip to main content
Xoxoday Plum handles all travel booking–related complaints through dedicated support channels with agreed SLAs for response and resolution, and delivers structured periodic reporting covering volumes, turnaround times, SLA adherence, and escalations.
When an employee or administrator raises a concern about a travel booking—whether a flight reservation error, hotel cancellation discrepancy, or ground transport issue—Xoxoday Plum routes the complaint through a formalised support and helpdesk system. Every ticket is logged, categorised, and assigned a resolution timeline at the point of intake. Nothing is handled informally or outside the system. The complaint process is governed by predefined SLAs covering two critical dimensions: response time and resolution time. Response SLAs ensure every inbound complaint receives an acknowledgement within a defined window, giving employees confidence that their issue is actively tracked. Resolution SLAs set a maximum timeframe within which the complaint must be closed or escalated to a higher support tier. Both commitments are documented in the service agreement and apply uniformly across all complaint categories. Tickets can arrive through multiple channels depending on how an organisation configures its helpdesk—email, a web-based support portal, or integrations with enterprise communication tools such as Slack or Microsoft Teams. Regardless of channel, all complaints are centralised in the ticketing system, creating a complete audit trail and preventing issues from falling through the cracks. Transparency is foundational to how Xoxoday Plum operates at the enterprise level. Periodic reports are shared with client stakeholders covering complaint volumes by category, average turnaround times, SLA adherence rates, and escalation counts. This reporting cadence allows procurement or HR operations teams to monitor service quality without requesting ad hoc data. For organisations operating under structured governance frameworks—such as those aligned to ISO 27001 processes—this reporting layer provides the documentation trail required during internal audits. When a complaint cannot be resolved at the first support tier, Xoxoday Plum’s escalation path is clearly defined. Escalated cases are flagged in the reporting dashboard and receive priority handling, ensuring critical travel disruptions are not stalled in the queue. Stakeholders receive visibility into escalations as part of the regular reporting cycle, so no issue remains opaque across teams. This end-to-end framework—structured intake, SLA-governed resolution, and periodic stakeholder reporting—replaces informal complaint handling with an accountable, auditable system. As the employee base grows, the same process scales without degrading response quality or reporting fidelity. Enterprise clients using HR platforms such as Workday or SAP SuccessFactors can align Xoxoday Plum’s reporting outputs with their existing vendor performance review workflows, keeping all service metrics in a single governance layer. Learn more: Xoxoday Plum Help Centre — General

How does Xoxoday Plum manage support escalations?

Learn how unresolved complaints are escalated, prioritised, and tracked through Xoxoday Plum’s tiered support framework.

What reporting does Xoxoday Plum provide to enterprise clients?

Explore the periodic reports Xoxoday Plum delivers on SLA adherence, ticket volumes, and resolution performance.