Daily Tasks

Created by Admin Package, Modified on Wed, 12 Oct, 2022 at 3:42 PM by Admin Package

Package Confirmation. Daily task.

Package is confirmed on Platform (Green and Blue flags)
Team will be checking for new confirmed bookings 3 times per shift (start of shift, after break, 1 hour prior to end of shift)
Check:

- Flight details match (hotel booking as YK segs and live flight PNR)

- Names/# of pax match

- Is it paid?

- CTCE/CTCM info in PNR

- No further messages from Airline (SSRs or OSIs)

- TTL is accurate

2. Add remark in Flight PNR verifying you checked in

- Type: 5H-*****QC CHECKED BY ALAYNA // 12OCT22

Schedule Changes. To be actioned as they come in.

Ticket is issued.
**Customer should be email/text notified by airline but as we cannot verify, we need to be involved as well**

Receive a notification from Skybird/Sabre on Freshdesk (creating new ticket).
Agent working will 'claim' the ticket - keep as Pending until change is finalized
Minor schedule change
Less than 15 minutes
No MCT (misconnection)
No UN/UC flights, no HX segments
a. Checking the PNR in Sabre - regular PNR vs the e-tickets
- Flight number
- Flight date
- Flight times
- Flight airports
b. Accept the minor schedule change (.2HK)
c. Alert/send through new itinerary to customer

Major schedule change
Greater than 15 minutes
MCT
UN/UC or HX flight
Nonstop to flight w/ connection

a. Check the PNR in Sabre - regular PNR vs the e-tickets. Use *HI to look at the history of the itinerary.

- Flight number

- Flight date

- Flight times

- Flight airports

b. Identify the problem

c. Email the customer (from Freshdesk) asking pax to review the new time and email back confirming they have seen it.

*****Canned response. '...Any problems or questions with the new times, call/chat/email...'

d. Once they have replied, go into Sabre and .2HK the new flight

**If customer doesn't reply in a timely manner (say 3 days?), call or send reminder email.

e. Email updated copy of itinerary and link to My Trip page.

f. If it's a major major schedule change (airports changed, MCT, UN flights) then escalate to Manager

g. Manager will look at Trade Support site for Airline and offer options. Once pax is happy, exchange/reval tkt and send updated copy to pax

Voluntary Changes. To be actioned as they come in.
- ** Need live/ticketed bookings to ensure the flow from the Platform to Sabre is correct. Will add the specific Caesars Support process in writing once it is running.
- ** We need to have a valid ticket and then we need to run the Change process on the Platform - we can check the correct commands are pulling across in Sabre when this is running (WFRF, etc). This can be voided/cancelled once a ticket is issued and exchanged.
- ** Caesars Support will take responsibility for QC of each voluntary change - will provide manual quotations if the Platform feature is temporarily down