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update as of 14/04/2025
PROCESS
1. Identify the Package Type
Navigate to the Deal Page in HubSpot.
Check the left-hand side to determine if the booking is:
Allotment
3rd Party
Combination
2. Verify Flight Status
Access Perseus or HubSpot to check the flight status.
Determine if flights are:
Not booked
Held
Issued
3. Check the Request Timeline
Review when the request was made to ensure it falls within the applicable processing period.
4. Determine the Next Steps
Refer to the appropriate process based on the package type and flight status.
5. Acknowledge the Customer's Request
Inform the customer that their request has been noted and that an update will be provided within 7 days.
6. Name Change Fee Quotation & Invoice Update
Operations team will provide a quote for the required change fees.
The CS agent will coordinate with the CS Team Lead to:
Add the fee to the invoice.
Inform the customer of the required payment to proceed.
7. Payment & Name Change Processing
Once payment is received:
Ops/Flights team will update the name and confirm with the supplier/airlines.
If no third-party or additional fees apply, CS will update the details in the backend (BE).
8. Final Confirmation to the Customer
Once confirmed, advise the customer and send the updated tickets or documents if necessary.
HOW TO RAISE A TASK TO OPERATIONS TEAM
1. Create a Task in the Deal Page
Go to the Deal Page in HubSpot.
Click on Tasks, then select Create Task.
Task Title - MEL or MNL OPS Assistance - Booking Number - Name Change
Use snippet: Name Change - Third party Ops
Complete the required fields (highlighted in yellow):
Due Date: Set the deadline for a response (allow 24 hours).
Assignee: Leave unassigned unless a specific agent is handling the booking.
Note Fields: Ensure detailed notes are included (pre-populated where applicable).
Associate: Link the task to the deal relevant to this escalation.
After filling in the details, update the ticket status to Closed and set a re-open date.
Keywords: ops team task, operations request, hubspot ops task, name change ops, package type ops
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