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On this page, you will learn Post Ticketing Service Calls Process
NEW POST SERVICE CALL WORKFLOW PROCESS
Updated by August 12, 2025
The new Post Service Call workflow is now live, as announced by Jen. Below is a summary of the changes and how this impacts Flights team process:
BEFORE:
All issued tickets were automatically pushed to the Flights Service Call queue.
A post-ticketing service call was required to be completed for each booking.
NOW
The Flights Service Call queue will no longer populate with post-ticketing tasks based on issued tickets.
Instead, flights team will receive a task only when a customer submits a callback request via the updated ticketing confirmation email.
This will still fall under flight service calls queue.
A new question has been added asking whether the traveller prefers to be contacted on a Weekend or Weekday.
The previous question asking for a preferred time of day (morning, afternoon, evening) has been removed.
Upon submission, travellers will now receive an automated email confirmation that includes the following note:
“Someone will be in touch between 9am–5pm AEST within the next 1 business day.”
In addition, the ticketing confirmation email has been updated to include a clear “Important Information” section regarding no-show and out-of-sequence travel policies. This enhancement aims to better inform our customers and help prevent common post-ticketing issues.
PURPOSE OF THE POST SERVICE CALL
CONFIRMING FLIGHT DETAILS
Verifying that the issued flights align with the customer's needs.
GATHERING PREFERENCES
Allowing customers to express their seat and meal preferences.
JOURNEY OF THE FLIGHTS POST TICKETING SERVICE CALL
A post ticketing service call task will be generated in the Deal's page only after a customer receives a callback request via the updated ticketing confirmation email. (New update)
Ticketing confirmation email will be sent after the issuance of the flight e-ticket.
Should the customer call CS to advice for a callback instead of using the Request a Callback feedback, please raise a task to Flights team and advise of the callback request time.
EMAIL TEMPLATE - Your flights have been ticketed
This tasks will be triggered for Flight Inclusive, Flight contribution, and Flight Portal bookings for land-only packages.
Here are the commonly requested seat requests:
Aisle
Mid
Window
Extra Leg Room- Exit Row (with additional Cost)
CS TEAM'S ROLE
There will be a few instances that you will receive a concern due to the aftermath of post-ticketing service calls, especially with seat allocation requests when customers failed to respond to flights and call the support line to resolve his/her concerns.
CS - TEMPLATE TO USE
CS is encouraged to use the below template when handling Seat and Meal Requests.
Dear Customer,
Thank you for your email regarding seats and/or meals for your upcoming travels.
Once your flights have been ticketed by our team, one of our flight specialists will be in touch with you to discuss any special requests you may have in this regards. Alternatively, if you would like us to have this information immediately on hand, please respond to this email to advise us what your requirements are. (eg Window/Aisle seat, Vegetarian/Vegan meal).
Please be advised that the request is subject to the airline’s availability and pre-booking options. There may be a charge from the airline for some requests, which we will notify you of before going ahead with the request.
Alternatively, after your tickets are issued you may prefer to manage your seat and meal requests directly on the airline's website, again subject to availability and this facility being offered by the airline.
We hope this assists.
Note: To view the detailed process document, please see below link: IV CS | Meal and Seat Requests
Keywords: customer service flight support, post-ticket help, CS responsibilities, flight change support, seat allocation, meal request
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