1. Order Notes:
Ensure clear and complete order notes are added and properly reviewed for every interaction, covering the customer's concern and any commitments made. Specify whether the customer connected through a registered or unregistered number, and include the number if unregistered.
2. Itinerary Verification:
Verify the customer's reservation through the airline portal or GDS to obtain accurate and updated itinerary details. This helps avoid sounding uninformed, especially in cases where customers have modified their tickets or when a ticket appears canceled in OMS but remains active in the backend. Cross-checking through the backend enables timely and appropriate actions.
3. Sasta Rewards Refund:
Clarify that Sasta Reward points are not refunded with the ticket amount. These points can only be reversed to the same Sasta Rewards account. When processing a cancellation, quote the refundable amount excluding the reward points, and mention the points separately.
4. Complaint Cases:
Avoid raising unnecessary complaints, such as discomfort with seating, service fee objections, or delays in support response—especially when these issues can be addressed during the same call. Refrain from suggesting complaint lodging unnecessarily, as it increases avoidable complaint volume. For urgent concerns, consult the floor supervisor before parking a complaint to resolve the issue during the same interaction whenever possible.