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Help Us Fix Your Travel Issue

Thank you for reaching out to our support team. Please fill out this form to help us better understand and resolve your issue. The more details you provide, the faster we can assist you.

User Information

(Required for account-related issues)

 

Full Name:

Email Address:

Phone Number:

Username/Account ID:

Device Type:

Operating System & Version:

App Version:

Issue Details

Type of Issue (Select all that apply)

Login/Account Access

Booking Flights/Hotels/Cars

Payment Failure

App Crashes/Freezes

Incorrect Information Displayed

Sync Issues (e.g., bookings not showing)

Navigation/Usability Problems

Missing Features

Other:

 

When did the issue first occur?

 

Date & Time:

When did you first notice the issue?

It happened after a recent update.

It happened while I was using the app continuously.

Neither of these / I'm not sure.

Steps to Reproduce the Issue

(Please describe what you were doing when the issue occurred. Example: "I searched for flights from London to Paris, selected a date, but the app crashed when I clicked 'Book Now'.")

Error Messages Received (If any, please provide exact wording)

Booking & Transaction Details

(For payment/booking issues)

 

Booking/Reservation Number:

Payment Method Used:

Transaction Amount:

Did you receive a confirmation email?

If payment failed, was the amount deducted from your account?

Yes

No

Not sure

Connectivity & Performance

Internet Connection Type:

Wi-Fi

Mobile Data

Other:

Were other apps working normally at the time?

How often does this issue occur?

First time

Occasionally

Frequently

Every time I use the app

Additional Information

Have you tried reinstalling the app?

Do you have screenshots/screen recordings of the issue?

Attach if possible

Description / File Name

Upload File

A
B
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2
 
 
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Any other details that might help us resolve the issue?

Preferred Contact Method

How would you like us to reach you for follow-up?

Email

In-App Notification

Phone Call

 

Thank you for your feedback!

 

App Support Form Insights

Please remove this app support form insights section before publishing.


Here’s a detailed breakdown of the Travel App Support Form, explaining the purpose of each section, why specific questions are included, and how they help in troubleshooting user issues efficiently:

1. User Information

Purpose:

  • Ensures support agents can verify accounts, track issues, and identify device-specific problems.
  • Helps in debugging OS or version-related bugs.

Key Insights:

  • Email & Account ID: Critical for account recovery, login issues, or booking verification.
  • Device & OS Version: Helps identify compatibility issues (e.g., crashes on iOS 17 but not iOS 16).
  • App Version: Confirms if the user is on the latest build or an outdated one with known bugs.

2. Issue Details

Purpose:

  • Categorizes the problem for quick routing to the correct support team (e.g., payments vs. technical crashes).
  • Provides context to reproduce and diagnose the issue.

Key Insights:

  • Type of Issue:
    • Login/Account Access: Could indicate password resets, 2FA problems, or server outages.
    • Booking Issues: May stem from API failures, inventory sync errors, or UI bugs.
    • Payment Failures: Requires checking transaction logs, card declines, or gateway errors.
    • Crashes/Freezes: Often tied to device memory, OS conflicts, or code bugs.
  • Steps to Reproduce: Essential for developers to replicate and fix the bug.
  • Error Messages: Exact wording helps match known error codes or backend failures.

3. Booking & Transaction Details

Purpose:

  • Isolates financial/booking-specific problems for faster resolution.
  • Helps verify transactions with payment processors or third-party vendors (e.g., airlines/hotels).

Key Insights:

  • Booking Number: Allows support to cross-check with databases or partner systems.
  • Payment Method: Identifies issues with specific gateways (e.g., PayPal vs. credit card).
  • Confirmation Email: Determines if the booking was processed but not displayed in-app.

4. Connectivity & Performance

Purpose:

  • Rules out user-side network problems or app performance bottlenecks.

Key Insights:

  • Internet Connection: Mobile data vs. Wi-Fi can affect loading speeds or API calls.
  • Frequency of Issue:
    • First time: Could be a one-time glitch.
    • Frequent: Suggests a persistent bug or device-specific problem.

5. Additional Information

Purpose:

  • Gathers extra context to prioritize fixes (e.g., screenshots for UI bugs).

Key Insights:

  • Reinstalling the App: Tests if the issue is cache-related.
  • Screenshots/Screen Recordings: Visual proof is invaluable for UI/UX bugs or error pop-ups.

6. Preferred Contact Method

Purpose:

  • Streamlines communication based on user urgency (e.g., phone for payment failures vs. email for minor bugs).

Why This Form Works

  1. Structured Troubleshooting:
    • Segregates technical, account, and booking issues for targeted support.
  3. Reduces Back-and-Forth:
    • Collects all critical details upfront (e.g., app version, error messages).
  5. Improves Resolution Time:
    • Developers can reproduce bugs faster with clear steps and device specs.
  7. Scalable for Analytics:
    • Data can be aggregated to spot trends (e.g., crashes on iOS 17.1).

Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


Here are the mandatory questions in the Travel App Support Form, along with detailed explanations of why they are essential for effective troubleshooting:

1. User Information (Mandatory Fields)

a. Email Address

  • Why Mandatory?
    • Primary contact for follow-ups and resolution updates.
    • Required to locate the user’s account in the database (for login/booking issues).
    • Ensures support can send confirmation or recovery links if needed.

b. Device Type & OS Version

  • Why Mandatory?
    • Many bugs are device- or OS-specific (e.g., crashes only on iPhone 15/iOS 17).
    • Helps developers prioritize fixes for affected platforms.

c. App Version

  • Why Mandatory?
    • Critical to determine if the issue is fixed in a newer update.
    • Avoids wasting time debugging already-resolved bugs in outdated versions.

2. Issue Details (Mandatory Fields)

a. Type of Issue (Dropdown Selection)

  • Why Mandatory?
    • Routes the ticket to the correct team (e.g., payments vs. technical support).
    • Provides immediate context for prioritization (e.g., payment failures are urgent).

b. Steps to Reproduce the Issue

  • Why Mandatory?
    • Support cannot fix what they can’t replicate.
    • Example: If the app crashes when filtering hotels by price, developers need exact steps to debug.

c. Error Message (If Applicable)

  • Why Mandatory?
    • Exact error codes (e.g., "Error 500: Server Timeout") help identify backend/frontend failures.
    • Speeds up resolution by matching known issues in logs.

3. Booking & Transaction Details (Conditionally Mandatory)

(Required only for booking/payment issues)

a. Booking/Reservation Number

  • Why Mandatory?
    • Allows support to verify the booking in the system and check for sync/API failures.

b. Payment Method & Transaction Amount

  • Why Mandatory?
    • Needed to investigate payment gateway declines or bank-side failures.

4. Connectivity (Mandatory for Performance Issues)

a. Internet Connection Type (Wi-Fi/Mobile Data)

  • Why Mandatory?
    • Slow loading or timeouts may stem from poor network conditions.
    • Helps rule out user-side connectivity problems.

Why These Fields Are Non-Negotiable

  1. Eliminates Guesswork:
    • Without device info or app version, support might waste time asking follow-up questions.
  3. Prioritizes Urgent Issues:
    • Payment/booking problems require immediate attention; mandatory fields ensure fast triage.
  5. Data for Debugging:
    • Error messages and reproduction steps are vital for developers to fix bugs.

Optional but Recommended Fields

  • Screenshots: Helpful for UI/display bugs but not always critical.
  • Frequency of Issue: Useful for pattern analysis but not mandatory for one-off cases.

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