The following points have been covered in the briefing session (Evening shift) on 2 January 2024:


1-Order Status update: Ensure to change every order status accordingly below are some examples.
  • Always update the order status after handling a booking. For instance, when processing a cancellation query, change the status appropriately from Pending, initiated, and processing to Deleted or from ticket issued to Cancelled.
  • When adjusting an amount from an unticketed order to a new one, ensure that unticketed order reservation and order from OMS should be deleted after informing the customer, This prevents the customer from mistakenly making a partial or full payment on that order. Failure to update the order status accurately can result in Financial or Data input errors.


2-FlyJinnah Flight Schedule Disturbance Policy:


-Delays Over 5 Hours: Customers are eligible for a free change or a full refund (Credit Voucher or Cash Refund) as per airline policy.


-Delays Within 5 Hours: If the customer claims they have received an airline message or email regarding a waiver or free-of-cost change for a flight delayed by less than 5 hours, follow these steps:


  • Do not deny the request outright.
  • Explain the airline's policy and ask if the customer has received any updates (e.g., email, message).
  • If proof is provided (e.g., a snapshot), forward the request to the airline via email for modification or cancellation but do not commit any accommodation to the customer.
  • Guide the customer as per airline response.


3-Airline Tax Refund Amount:


  • For NON-REFUNDABLE tickets or cases where the base fare is less than the penalty, process refunds strictly for the exact airline tax amount received from the airline. Do not add markups or deduct discounts. Refund only the tax amount provided by the airline.


4-FlyJinnah ST-FC Policy: The STFC feature is available only for FlyJinnah's BASIC fare category. If a customer inquires, guide them accordingly and follow the steps below for cancellation/refund.


  • Flight more than 24 hours: Cancel the order with a penalty from OMS only if inventory reuse is possible.


  • Flight within 24 hours: Accommodate NON-REFUNDABLE tickets if the customer connects before departure. Apply the full ticket amount as a penalty and process refunds via Retool or the Refund Form.


Process Guidelines: Always cancel orders manually through OMS and avoid auto-cancel and log ticket details in the Inventory Management Sheet to manage refundable tickets and inventory effectively.