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Web Check-in check list

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					                            Web Check-in
In case that a customer reports a problem, please use the
following general check list to resolve the issue – If problem
persists, please escalate
   Is the Web Check – in link operational?
     From the Home Page click on the Web Check-in banner and follow through until you
     reach the form where the customer info is entered. If you cannot reach this page, most
     probably there is a communication problem with Sabre. Inform the customer to try later
     and report the issue to your shift leader.

   Does the customer have a valid VCR?
     If not, web check in will not be possible and a VCR issue or reissue /revalidation may be
     required. Remember - any changes made to an e-ticket booking (PNR) should be
     reflected in the VCR. Any changes should be synchronized - so that the booking and the
     VCR remain linked /associated, otherwise web check-in is not possible.

   Is the departure of the flight within 3-23 hours from departure?
     If not, ask the customer to try again within these timeframes.

   Is the departure from the
    airports:Larnaca,Paphos,Athens,Heraklion,Rhodes,Thessaloniki,
    Zurich,London-Heathrow,London-
    Stanstead,Birmingham,Moscow,Sofia and Amsterdam?
     If not, web check-in is currently not possible

   Is the customer traveling on a flight operated by Cyprus Airways
    aircraft?
     If the customer is traveling on a flight operated by another airline (eg codeshares or
     flights operated by other airlines’ aircrafts), web check-in is not possible.

   Has the customer entered his/her name / surname/ PNR correctly?
     If not, web check-in is not possible. Please check PNR and advise customer of the
     correct name / surname which should be used

   Is the customer traveling in a group more than 8 persons?
     If yes, web check-in is not possible

   Is the customer traveling with an infant?
     If yes, web check-in is not possible

   Is the customer an unaccompanied minor?
     If yes, web check-in is not possible

   Does the customer require special assistance such as wheelchair,
    medical attention etc?
     If yes, web check-in is not possible
 Is the customer a holder of a standby / unconfirmed / open ticket?
   If yes, web check-in is not possible

 Does the customer already have a mannualy pre-assigned seat from
  the airport eg Gold Sunjet members traveling in economy, medical
  cases etc?
   If yes, web check-in is not possible

 Has the customer already performed web check-in and is requesting
  to change his/her seat
   Please refer to your shift leader as customer must first be off-loaded before web check-in
   is possible again

 Is the user using a web browser other than Internet Explorer?
   If yes, please advice the customer to use Internet Explorer.

 Is the user traveling on a free firm staff ticket?
   If yes, please check PNR and remove PS-ID entry from the Ticketing Field of the PNR..

 Has the customer’s problem been resolved?
   If Yes, Very Well Done!

   If no, Please escalate

				
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posted:11/19/2012
language:English
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