Customer Service Support Operating Hours:
Monday to Friday: 09:00 to 20:00 SGT
Saturday & Sunday: 09:00 to 18:00 SGT
Customer Service Contact Details:
Phone/WhatsApp: +65 9873 0052
Email: cs@bemyguest.com.sg
Chat: Real-time Chat on Agents Marketplace and dedicated CS Slack Channels
Languages: English, Mandarin, Korean, Bahasa Indonesia
Cases & Resolutions:
| Cancellations and Booking Issues | Refunds and Fees | CS First Response | CS Final Resolution |
|---|---|---|---|
| Defective e-tickets or evouchers, barcodes or QR codes due to BeMyGuest’s system errors that prevent the customer from receiving the service. | 100% refund | Within 1 hour of receiving the issue through the API or Agents Marketplace form | Within 1 hour |
| Defective e-tickets or evouchers, barcodes or QR codes due to Supplier or the Supplier’s system errors that prevent the customer from receiving the service. | 100% refund | Within 1 hour of receiving the issue through the API or Agents Marketplace form | Subject to Suppliers’ response time BeMyGuest will actively pursue the Supplier and do its best efforts to find a resolution within 48 hours. |
| Supplier cancellations or no shows. | 100% refund | Within 1 hour of being informed by the Supplier or Partner | Within 2 hours if it's a straight forward cancellation
Subject to supplier response time if it is a claim of no show. BeMyGuest will actively pursue the Supplier and do its best efforts to find a resolution within 48 hours. |
| Customer cancellations (including cancellations due to customer booking errors or duplicate bookings). | Subject to the Supplier cancellation and refund policy.
Cancellation requests made for non-cancellable products or do not meet the Supplier cancellation policy are subject to an additional S$5 admin handling fee per booking. BeMyGuest reserves the right to waive admin handling fees. |
Within 1 hour of receiving the issue through the API or Agents Marketplace form | Within 2 hours if cancellation is within the cancellation policy terms and conditions Subject to Supplier response time for non-cancellable or refundable cases. |
| Customer-generated amendments to the booking. For example: date, time, name changes etc. |
No refund applicable.
Some changes might be subject to additional. Supplier fees based on availability and an additional S$5 admin handling fee per booking. BeMyGuest reserves the right to waive admin handling fees. |
Within 1 hour of receiving the amendment request | Within 2 hours for amendments to customer details already captured in the booking.
Subject to Suppliers’ response time for changes that are subject to availability or additional fees. |
| Customer complaints after the travel date, for example: customer complaints about standard of service. | Subject to investigation of the complaint and response from the supplier. | Within 72 hours of receiving the complaint | Subject to Suppliers’ response time. BeMyGuest will actively pursue the Supplier and do its best efforts to find a resolution within 48 hours. |
| Force majeure events | In the event of force majeure events, cancellations or no shows will be subject to the force majeure policy of the supplier at that point in time. For example, suppliers might be able to provide customers with replacement tickets or cash refunds. At the same time the supplier might also be unable to provide any relief to the customer. BeMyGuest will look at each force majeure claim on a case-by-case basis. | ||
| 30-day refund policy | Refunds will be paid up to 30 days after the refund has been successfully approved. BeMyGuest will credit the agreed refund amount to the Distribution Partner’s wallet. |
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| Fraud cases due to fraudulent activity reported by Distribution Partners on their websites or apps |
Processing time is subject to the supplier operating procedures, volume of bookings affected, and requirements pertaining to evidence of fraud, where applicable. BeMyGuest will block/ cancel/ suspend tickets under their control as fast as possible and will actively pursue the Suppliers to do the same for tickets they have control over. Subject to S$5 admin handling per booking, other Supplier handling fees might be applicable in some cases. BeMyGuest reserves the right to waive admin handling fees. |
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Customer Service Level Agreement Updates:
BeMyGuest reserves the right to update the Customer Service Level Agreement from time to time. Changes to this Service Level Agreement will be communicated to the Distribution Partner with at least 30 (thirty) days advance notice.