Transfers

Customer Service is important for:

• Ensuring that customers are satisfied.

• Ensuring that money is made.

• Businesses to become popular.

• Helping business to become irresponsible.

When a customer has check-in issues (where and how to check in), he/she is transferred to:

• Sales Department.

• Customer care

• Airline company

• Exchange

Identify the department that changes the details (date, time, routing) in the reservation after 24 hours.

• Sales Department.

• Schedule Change

• Customer Care

• Exchange

Fraud Preventions deals with:

• Alternatives when price increases, small amount confirmation, CC declined (not issued ticket).

• Adding more people to reservation.

• Refunds

• Flight cancellations .

When customers request refunds, they are transferred to:

• Customer Care

• Schedule Change

• Bank Transfer Refunds

• Exchange

In case the Airline changes the times, cancels one leg or the whole flight the customer is connected to:

• Customer Care

• Schedule Change

• Airport Desk

• Exchange

The Exchange department is responsible for:

• Wrong charges, double charges, charge reverted.

• Name correction, DOB correction.

• Small amounts confirmation.

• Changing the child to the adult ticket after 24 h.

When the customers request any extra services (wheelchair assignment, seats, meals, baggage allowance etc.) they are transferred to:

• Customer Care

• Sales Department

• Original agent

• Airline Company

Travel Guard Insurance & Travel protection Refund /Activation are provided by:

• Fraud Prevention

• Help center

• Sales Department

• Customer Care

Analyze the situation: The client Jay calls the GL, he reaches the agent X and complains that he didn't receive the confirmation email. What should be the agent's action?

• He solves the problem by himself.

• Transfer the client to the original Schedule Exchange

• Transfer the client to the original agent.

• Transfer the client to the Customer Care Department.