The following scenarios involve customers contacting us regarding their ticket cancellations.
1- Flight Cancellations and Disruptions: When a customer contacts us via chat, email, or call due to flight disruption or cancellation, it's essential to initially inform them of the airline’s complete policy.
Explain that in cases of flight cancellations or disturbances, they are eligible for a full refund or could opt for a first free change within the same carrier for the next available flight. Ensure to obtain explicit consent from the customer regarding their preferred resolution. In situations where the customer is not immediately reachable, diligently follow up and schedule a callback to efficiently resolve their concerns in a single interaction.
2- Penalty Increase or Ticket Validity: When customers reach out for a refund or modification or ticket policy via chat, email, or phone, it's essential to provide a clear breakdown of ticket penalties pre and post-flight departure, all expressed in the same currency. Include information about the ticket's validity. Seek their consent regarding any further actions required through the same communication channel used.
In instances where immediate contact with the customer is not possible, proactively pursue follow-ups and arrange a callback. This ensures efficient resolution of their concerns within a single interaction, maintaining a high level of customer service.
Communication Alternatives for Unreachable Customers:
(a) In cases where connecting via call but unreachable and did not receive the customer’s clear consent, use alternative channels such as email or chat to relay comprehensive information, including ticket validity details and cancellation feature.
(b) Due to an increase in the penalty amount or immediate ticket expiration or passenger missed their flight and the customer was connected for a refund, we need to take immediate action if required or at least within 04 hours we should take action to proceed with ticket cancellation after sharing relevant details via email/chat or based on the ticket validity.
(c) Once the refund process is done, share an acknowledgement with the customer by mentioning the situation of ticket expiry or any relevant reason to save their amount.