Agents: Ahsan Insaf, Muhammad Saad, Atif Hanif, Rumaisa Moin, Mohsin Naeem, Zain Bin Shah, Sheroz Afzal, Azher Ali, Faisal Kaleem, Abdullah Aleem, Bilal Shoaib, Sheroz Shahid, Danish Chand, Ghulam Mustafa, Rishab, Murtaza Khan, Sehram Niazi, Jahangir Baloch, Ali Hassan, Pardeep Beemon, Hamza Haris, Faheem Nadeem, Muhammad Daniyal, Abdul Kabeer. 



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

 

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

    When reissuing a ticket within the same RBD, ensure the fare remains equal to or higher than the original. Under no circumstances should the ticket be modified 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. Initially, make every effort to resolve the issue yourself. If the customer insists, actively listen to their concerns and escalate the request to the floor supervisor or shift lead for resolution. Avoid stating that the supervisor is unavailable or providing unnecessary justifications.

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



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


    Note: Always attempt to locate the order through OMS independently. If multiple bookings complicate the search for the correct order, escalate the case to the Refund Desk team for assistance.