GSSC consultant ETS

Online check-in inbox

• Automatic replies - Out of Office emails
• Emails from Airlines regarding bidding for upgrades
• Emails from airlines asking for feedback/survey
• BA emails - Confirmation of Changes
• Emails from airlines with cancellations or delays - Check the booking to see if already highlighted and being worked on - Forward to a desk or Traveller & Booker
• Emails from airlines with information on being able to check in baggage for free - forward to Traveller and Booker
• Emails from Clients - Forward to Desk or ETS to action or reply

Online check-in Pending

• Monitor the pending check in's in IQ
• Check if you are able to push the check-in through
• Check if there is any issue with the bookings
• Clear pending
• Send to desks once they are online
• Email clients to advise check-in is not available

Flight Monitors

• Monitor tasks in IQ
• For delays - send a template email to the traveller and booker
• For Cancellations or possible missed connections - check for alternatives and template email to the traveller and booker
• If a complicated booking - is cancelled or missed connection - flag it to ETS team to follow up

Robotics

• Monitor tasks in IQ
• Delete all information only tasks that require no action
• Check booking history to establish if any urgent action is required
• Highlight tasks to ETS that require follow-up action

Quality check of ETS call logs

• Use IQ Call Log function to check the logs
• Check call log for duplications
• Check call log for clients who should not be charged
• Check call log for correct grammar and punctuation - correct any abbreviations

Basic email enquiries from clients

• Contacting hotels for special requests
• Copy of Itinerary or boarding pass
• Simple questions regarding existing bookings
• Adding information to a booking

Online Support

• Ticketing errors
• Unticketed PNR’s awaiting approval
• Online queries from clients
• Triaging of Chat function when available

Ticketing & Reissues

• Schedule change reissues
• Involuntary re-routing reissues
• Revalidations including EMD’s