Offline - Flight SOP

Procedure for Handling Flight Booking Issues via Offline Team

1. Issue Resolution:
   If a user faces any issues while attempting to issue a flight through our portal, kindly inform the user that we can confirm the booking through our offline team.
   
   

2. Information Gathering:
   Collect all the required information from the portal accurately. Carefully cross-check the details to ensure nothing is missed. If you have any doubts or confusion about the details, please contact the user to confirm the correct information.
   
   

3. Verify Details:
   Ensure that the following details are correct before proceeding:

   • Flight details
   • Travel date
   • Number of passengers
   • Class of service
   • Baggage information
   • Refundable vs. non-refundable status
   • Booking amount
     
     

4. Send to Offline Provider:
   Send the confirmed details to our offline provider to block the booking. This involves creating the Passenger Name Record (PNR) and holding the seats.
   Also, request the cancellation and change policies from the provider.
   
   

5. Cross-Check:
   Thoroughly cross-check all the details to ensure everything is accurate before proceeding with the booking.
   
   

6. Confirmation to User:
   Once everything is confirmed, send the user a message with the booking details, rates, and the refund status (non-refundable or refundable). Highlight any important fare rules.
   
   

7. Changes and Approval:
   If there are any changes regarding the fare or other details, inform the user promptly. Ensure that we obtain written approval from the user before making any changes.
   
   

8. Issue Confirmation:
   Once the user approves the changes, inform the supplier to proceed with issuing the booking accordingly.
   
   

9. Communication Protocols: Clear guidelines for maintaining communication with customers throughout the process, including providing updates on booking status, delays, or issues
   
   

10. Documentation: Procedures for ensuring that all records of offline bookings are properly logged and stored for future reference.