Key:- Step not always applicable Key to quality Tip Further instruction

Department: Connected Service SOP type: Airport Requests

Owner: Connected Service System: Not Applicable
Time: 8 Minutes Date of last revision and version number:

Step Instruction Illustrations / Quote Comments Time (sec)

1. • Answer phone under Always use 3 Mins

Listen and SLA guidelines customer’s
collect data • Customer would like name
to request assistance
at the airport • If the customer calls
• Listen to what the within the same day
customer’s requests of their flight home
are you may need to call
• Ask customer for the the airport team
following information directly with
? Reservation number information.
? Lead name
? Contact details of the
guest • Don’t forget to ask the
? Date of departure customer to stay on
• Find details in system the line and answer
• Inform guests you will the 3 survey questions
inform your airport SLA
at the end of the call.
team of the Answered in three rings
requirements •With a positive can do-attitude
• Confirm in NanoRep if •Hello welcome to the
there is any Connected Service
information relating to •You are speaking with…
airport requests in the
destination which you
can inform the
customer of
straightaway over the
phone
• To find this
information type in
the search box Airport
Special Assistance –
(Destination)

2. • For UK customers only, if

customer is travelling on 5 Mins
Contact
Airport/Admin a Thomas Cook flight • If the SSR is added IN
teams (TCX) log into Skyspeed Skyspeed within 6
and check if there is any hours of the
special assistance (SSR) customer’s flight
added to their booking departure, then the
• If yes, no further action is airport assistance team
needed MUST be notified as
• If there is no SSR on the the automatic
booking, add this on to notification will NOT be
the booking sent to them by
• Check in NanoRep the Skyspeed.
contact details for the
Airline Assistance team
and email them directly
with the customer’s
requirements
• Email both airport and
admin teams with your
request information Page 1