Participants: Nabila Nazir, Rumaisa Moin, Iqra Munir,  Angelica Bhatti,  Asma Hussain,  Samia Ayaz,  Aisha Bibi,  Sidra Afaq,  Wajeeha,  Marzia Batool, Ramsha, Jawariya,  Safiyan haq, Zain ul Hasnain,  M Anas,  Amna Asad,  Mohsin Naeem.

 

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

 

  1. Order Notes with Contact Number: When adding remarks in the booking (order notes), always include the contact number if you're connecting with the customer or receiving a call. This helps identify whether the query was received from a registered or unregistered number and from which platform.

    Failure to include the contact number in order notes will result in a deduction under relevant quality attributes.

  2. Selecting the Correct Mode of Refund in the Refund Form:

    Correct Mode Selection:

    • When filling out the refund form, ensure we choose the correct mode of refund:

      • For card refunds, select Card HBL/Alfalah Card/STRIPE.

      • For bank transfers, select IBFT.

      • For JazzCash Mini App, select Jazz-Mini.

      • If the amount is fully adjusted, select ADJUSTED.

    • Important Note: Always select the correct mode of refund and do not select the "Adjusted" option in the mode of refunds column if there is a remaining refundable amount.

    • Avoid Delays:

      • Selecting the incorrect mode of refund can delay the process. Finance will not process the refund if "ADJUSTED" is selected by mistake when we need to refund the remaining amount to the customer.

    • Review:

      • After filling out the form, review the refund sheet. Double-check all details to ensure accuracy.

  3. Airline Policies & Correct Email Format:

    • Accurate Emailing:

      • Always use the correct email address or relevant contact details when contacting an airline for assistance.

    • Follow Airline Policies & Formats:

      • Ensure that emails are structured as per airline policies and include all necessary details in the correct format. If unsure, consult shift leads or supervisors.

    • Proofread Before Sending:
      Double-check all details to avoid errors. Ensure the order number, PNR, required details, correct name format, and query are accurately mentioned.