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If a customer follows up on their flight ticket, please refer to the guidelines below for proper handling.
Following the NEW FLIGHT CONCERN PROCESS, it is emphasized that agents should create tasks for the flights team for any flight follow-ups within the 3-month timeframe prior to departure.
TASK CREATION FOR FLIGHTS FOLLOW-UPS
Agents should create tasks for the Flights Team for any flight follow-ups only within the 3-month timeframe prior to departure.
WEEKLY FLIGHT TICKETING UPDATE
Every Monday, Jasmin provides an update on which departure months the Flights Team is currently working on.
Always refer to the latest flight ticketing update shared by your Team Leader (TL).
HANDLING CUSTOMER FLIGHT FOLLOW-UP
If the customer's departure falls within the current month the Flights Team is working on:
No need to create a task for follow-up.
Simply set proper expectations with the customer.
Example: If the customer is departing in October and the Flights Team is currently working on October, inform them that their flights are still being processed.
If the customer's departure was in the previous month, but they haven’t received their flight details:
Create a task for the Flights Team to follow up.
Example: If the customer is departing in September, but the Flights Team is now working on October, a follow-up task must be raised.
Keywords: ticket confirmation, follow-up on ticketing, airline ticket status, ticket not received, flight confirmation
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