LEARNING AND DEVELOPMENT

INTERNSHIP (16-AUG-2021 to 14-SEP-2021)

By Mohammed
IROP
 IROP – IRREGULAR OPERATION

Go First may cancel or delay a flight beyond 2 hours, prepone a flight by

more than 60 minutes. These are termed as IROP.
 Same will be notified to the customer to their registered mobile number
and Email ID.

02 options are provided by the agent-

 Re-accomodation (+4/-4 days from date of booking)
Customer can avail the IROP option of +4/-4 days without any additional cost, as per the
availability.
 Cancellation (with full refund)
Customer can avail cancellation with full refund.
 CALL LISTENING ACTIVITY

Below mentioned are few observations-

No. Of Calls Listened 130

Policy • +4/-4 days without any additional charges

• Cancellation with full refund.

1. Customer agrees with the changes made to their booking.

2. Customers do not agree with changes made to their booking
Observations and opt for full refund.
3. Customers are unhappy as they want to travel on the same day
but are unable to.

Escalations Customers escalates if they don’t get flights as per their convenience
and ask to speak to supervisor/ manager on duty.

• Supervisors attend to the call or make outcalls to the customer.

Solution • Inform policy to customer and request the customer to check
GoFirst website if any queries.
 CALL LISTENING ACTIVITY (Conti…)

Flight
Total Flight re- Flight rescheduled
reschedule more
flights schedule 1 time more than 2 times
than 1 time

130 123 7 0

Escalation 8 calls

Cancellations 5 calls

Was the customer Did the Agent re- Was the customer
Did he cancel the Was the call
Options ok with the IROP accomodate as per satisfied with the
booking Escalated
option provided policy Resolution

Yes 114 125 121 5 8

No 16 5 9 124 122
 VOC- Voice of customer

 Complaint: Customer complain regarding IROP option provided, as they don’t

have any flights available according to their commitments.

 Query: GoFirst does not have flights with “+4/ -4” window and agents ask
customer to pay for fare difference beyond the policy window. Customers
always ask why should I pay, when the changes are made by GoFirst. These
calls are escalated to supervisors.

 Happy Customer: Some of our customers are happy with our changes. The
flight options provided are suitable to their requirements.

My Recommendations-
We strongly recommend all customers to provide their mobile number and email
address, to enable us to inform of flight delays or cancellations in unforeseen
circumstances.
Repeat calls
 observations

The following below are few highlighted observations-

Scenarios Observation

Refund • Customer’s call up the call centre because the are not happy with
the TAT and want their refund expedited.

• Customers face issues during web check-in.

Web check in • Customers do not want to pay for their seats during Web check-in.

• Customers calling up the call centre due-

• Changes in timings
IROP • Cancellations
 Call listening activity

Below mentioned is a synopsis of the call listening activity-

No of calls: 18

Same day Call drops Query resolved

Mobile number Call count Next day repeat
repeat observed on which call

7014471712 3 3 0 0 YES
7028964622 2 0 1 0 YES
7051671877 3 2 1 0 YES
8005767682 3 2 1 0 YES
9103031294 4 4 0 3 YES
9619328631 3 2 1 0 YES
THANK YOU