Participants: Usman, Muhammad Muzammil, Saad Tariq, Nabila Nazir, Amna Asad, Asma Hussain, Aisha Bibi, Wajeeha, Marzia Batool, Danish Rehmat, Sabahat, Angelica Bhatti, Adeen Mumtaz, Shaharyar Khan, Samia Ayaz, Sidra Afaq, Ramsha, Rumaisa Moin, Iqra Munir, Zain Tariq, Zain ul Hasnain, Faisal Kaleem, Fizzah Zehra, Danish Khokar.

 

Briefing Session conducted by QA for particular points to update agents.

 

  1. SereneAir Modifications: Please note that modifications for SereneAir tickets are only permitted within the same RBD or to a higher RBD/fare. Downgrading to a lower RBD or fare is strictly not allowed, as the airline does not refund the fare difference for downgraded seats.

    If you are reissuing a ticket in the same RBD, ensure that the fare is equal to or higher than the original. Do not modify the ticket to a lower fare, even within the same RBD.

  2. Customer Requests to Speak with a Supervisor or Shift Lead: If a customer requests to speak with a supervisor or shift lead, do not deny their request. First, make an effort to resolve the issue yourself. If the customer continues to insist, listen carefully to their concern and forward the request to the floor supervisor or shift lead for resolution. Avoid stating that the supervisor is unavailable or providing unnecessary excuses.

    If the supervisor or shift lead is genuinely unavailable, politely inform the customer and ensure a callback is arranged by the supervisor or lead. Always prioritize fulfilling the customer’s request.

  3. Refund Mode Clarification: If the ST-Wallet amount is used for a new booking and a refund is required later, ensure the refund is processed using the same payment method. If the correct payment method cannot be identified, after addressing the customer's query, forward the case to the Refund Desk team. The Refund Desk team will coordinate with Finance to determine the correct payment method (CARD/IBFT) and process the refund accordingly.

    Note: Always try to find the order through OMS yourself first. If multiple bookings make it hard to find the correct order, escalate the case to the Refund Desk team for help.