Key Points Covered (14th January | Morning Shift):
1. Ticket Cancellation / Modification Policy:
Whenever a customer contacts us via call, chat, or email, the agent must first review and explain the complete ticket policy. This includes:
- Ticket validity
- Airline-specific fare rules
- Applicable penalties before and after flight departure
- Fare difference (if any)
Agents must check each airline’s fare rules properly and share accurate information with the customer before taking any action.
This step is mandatory to avoid any mishandling or incorrect guidance, even if the customer contacts us using unregistered details.
2. Visa-Linked Ticket Handling (Mandatory Check):
Tickets for which the visa has been issued by Sastaticket.pk must not be cancelled or reissued without prior consultation with the Visa Team.
Before proceeding with any action:
- Always review the order notes to confirm the visa status.
Order Notes Reference Format: STVISAFL-SV851870
If we are the visa issuer and visa-related remarks are available in the order notes, agents must follow the steps below:
- Request the customer to share their visa.
- Verify the visa validity before taking any action.
- If there is any issue or confusion, immediately consult the available Shift Lead.
- If the customer is within visa validity and requests a ticket modification, the modification may be processed accordingly.
Important:
- If the case is unclear or requires confirmation, consult the Visa Team before proceeding.
- For any refund request, it is mandatory to consult and obtain approval from the Visa Team before taking action.