‫عشوائيااات‬

Mention to whom we escalate when

we add ancillaries in the below,
Amadeus/Sabre--> BOM TKT-Ancillary post sales(to issue the EMD)
IAG--> Checkout with Cash- UPA TKT- Close D365 External portals
Farelogix--> no need to escalate
LCC--> Products-LCC add ancillary

How can you find our ETG Fees in Edvin, in the below cases
-Cancellation--> 3 dots
-Name change--> Add on purchase--> Our Fees
-Ancillaries--> yy cost*1.5
-Rebooking--> Add on purchase--> Our Fees
-Add infant--> Add on purchase--> Our Fees

-we only add remarks when adding baggage with LHG

-on farelogix when sending a payment link, we choose seating GDS

--The events and logs tap >>> to check the reservation made by pax while making it on our
website. WE only check those options (1-make order while choose his itinerary //// 2-add traveler
info of pax names //// 3-price history the price appear to pax while paying on the websit

Wrap-up code important

-Already handled--> When pax called after and already handled by another agent.
-Escalated--> When you escalate the case to support & Schedule change team
-Resolved--> When you escalate the case to Second Line(SL), modify order, Escalate to BO
-Transferred--> Transfer the call/mail to SC Team

how to open the ticket in another gds to check FR IF YOU CANT RETRIVE PNR IN THE SAME
SYSTME BECAUSE OF SYSTEME ISSUE >>> jump first then use these commands:
twd/tktXXX-XXXXXXXXXX
WETR*TXXXXXXXXXXXX

if we are going to receive something from pax or we are waiting any docs from him like a media
file then we should send pax an email from e-track so when he send us back the info needed, it will
be accessible to other department like support ,then we copy the e track number and paste it in the
errand

https://etraveligroup.shelf.io/?cp=1&cto=or&fi=109af450-9339-4d71-bc9b-
b2652118f09f&it=list&ps=20&sb=CREATED_DATE&sl=en&so=DESC&tgo=or
errand paths

in most cases in LCC split is not permitted so we refer pax to yy

but if he has a flex TKT we will issue a new TKT for him, we won't refer him to yy

LCC __> flexiblee tkt

____________________
Check rules, makee the customer pay difference
IF CHANGES IS NOT PERMITEED / ISSUE IN THE WEBSITE __>we will make a new ticket in the
same website
SOMETIMES WE CANNOT BUY A TKT IN THE YY WEBSITE__>make new booking on the gds
(chhange yy )
FLX TICKET FAIL__>
**IF WE KNOW THE AMOUNT OF THE PENALTY __> we will refund him the penaalty amount
USE MODIFY ORDER AS REASON ""failed flex reebooking""
**IF HE WILL BUY A NEW TICKET__> we will refundd him the full amount of the old tkt

-If pax has a Flexible tkt, and chg not allowed or only one pax wants to chg or there is issue on YY
page ----> we will make a new booking for this pax on YY page and compare the new tkt with the old
Air amount
-if we cannot or pax refuse chg YY, there are 2 options:
1- ask pax ctc YY and make chg direct , and we will refund him penalty if we know it .
2- ask pax ctc YY and make a new booking, and we will refund him all (old air amount)

if pas ask about online checkin ..then give airline locator and airline website/check in time
we create van card for each website, we cant use van card twice for 2 web sites

If Ryanair rebooking or any payment, we will make a calculation of adding 3%

Ex: 100Eur -----> 100+3%=103 Eur

Hyperwallet

Hyperwallet is a second refund method used when refund reversed/rejected because of account
expiration, for example...

We send pax link to claim his refund - link will be expired in 10 days .....if pax called having a
problem with the link ...guide him to use the same phone number registered while making
reservation ...give pax phone number shown in edvin.

https://etraveligroup.shelf.io/read/20e31c5f-cf47-41fc-9839-dfae6e727644?view=gem-
page&location=sidebar&component=auto-suggest&referrerGemId=945b18f5-168e-435d-bbb8-
fd197198ab79&trigger=preview-icon&source=shelf

if you are rebooking IB or OB in IAG , PLEASE check the other flight that you do not want to
change , make sure it is at the same time as confirmed to the customer earlier (make sure it didnt
got changed)

The errand flow of Already handled reservation:

-Already handled-incorrect department / Already handled/Already handled/mail in
The errand flow of general errand:
-mail in/ no-booking site support/ site booking support/ info provided

Email handling..
1) Take the request of pax
2) Go to order number in edvin
3) Check the order in system .. Add GL
4) Go to gensys to email .. put your signature from ,, then put template from ,,
5) Remember to change subject (+Order number) and copy URL before send
6) Register errand.

Put resolved // Or escalate // Or disconnect if already handeld.

Offer alternative if cnxl is not possible ,, provide number if advised to call us or call YY ,, no offers
of tax and no inform of penalties.

Don't forget to take pax name ..

name correction
https://etraveligroup.shelf.io/read/50018946-6423-4241-b29d-3c081d211e38?parentId=c1a510c0-
535c-4ca8-bf13-76f8bc00f7fa&view=list-
view&trigger=title&searchEventId=01HGT97X4QC5S8N8XKBFB2C646&source=shelf

Phone/Chat Agent:
1-Define the error/mistake and check documents if naco/nach is permitted.

2-If permitted, Always ask for any relevant documents (passport, ID, etc) if mentioned in Edvin
docs., through Etrack and register the Etrack number in the register errand.

3-Check if void/24h rule is still possible

4-Follow instructions for fees here

5-Charge any applicable minimum fee (our service fee and airline penalty, if it's clear in Edvin docs).
Also keep passengers informed If there are any airline additional fees associated with NACO, a
member of our support team will get in touch with the customer. In case we have no information at
all in the Edvin Documents you may place the request in support for further investigation.

6-If fees are charged via MOTO during the call - place the order manually on the respective
Support queue.
7-If fees are charged via Payment link - no need to place manually on Support queue - once PL is
paid support agent will handle it.

ATTENTION: If case to case policy. Place on respective Support Queue without any prepayment
and inform we will follow-up with the airline and revert with conditions and cost of the naco/nach
if approved by the carrier.

8-Register clear errands(which passenger needs the correction/change). Register old/new name.

9-Insert AP line

Important! In case passengers have EMD (baggage) on the initial booking, always inform the
passenger that the ancillary (baggage) might disconnect when changing the order due to name
correction.

Our work on NACH/NACO:

1-check void
2-check 24h and products too
3-Check Docs, if permitted ask pax send us passport copy
4-charge pax our fees + inform him he will pay extra charge
5-place on support
6-Register errand and put etrack number
-if there is any emd added / we tell pax we don't guarantee that the new tkt will include this service
-If there is no info at all for names in Edvin, put the case on support to contact the airline.
-if the reservation is on GDS or Portals If less than 24 hours to departure we cannot proceed with
any action for name correction. For LCC orders, it depends on whether the airline's website allows
you to proceed or not.

-So we have to check the void--> 24h rules-->products-->Docs (if it is not permitted)-->
check the fare rules.
-if it permitted, we will inform the customer about our fees and the air line penalty or the -
difference of the price of the new ticket.
-if the customer agrees we will place on the support queue.
if the reservation LCC we can make it from the airline website, but we will make the customer pay
first.