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