A formal set of rules determining how an operator handles a customer who holds a valid reservation but cannot be accommodated because the vehicle or hotel is oversold. The policy dictates the substitute arrangements provided, such as rebooking on a competitor service, refunding the ticket, or providing meal vouchers.
Heard on the job
We oversold the morning express bus by three seats, so initiate the walk policy and get them on the competitor coach.
Also heard as
- bumping policy