Briefing Session conducted by the Operation Team on particular points to update agents.
Fare Rules Review Before Modification/Cancellation:
While handling any modification or cancellation request, always review the complete fare rules, including penalties, non-refundable taxes, airline-specific conditions, and all applicable restrictions. Keep in mind that airline policies may apply charges per sector / per direction / per leg, meaning round-trip bookings can have separate penalties on each sector.
Similarly, if fare rules state “Refund Rules Apply Per Fare Component,” penalties will be charged separately on each fare component (e.g., different RBDs for departure and return) and combined accordingly. A proper understanding of fare rules is essential to avoid incorrect calculations or commitments.
Manual Ticket Cancellation Verification:
After performing a manual ticket cancellation on OMS, always verify the cancellation status through the airline portal or backend system.
This verification is essential to ensure the ticket has been cancelled successfully and to avoid ticket expiry or potential financial loss.
In cases where cancellation verification cannot be completed due to portal unavailability or any operational issue, it is mandatory to add a request in the Order Handling Sheet for proper follow-up and monitoring.
Accurate Use of Reissue Product (Reissue Button):
While generating a link order using the Reissue Product (Reissue Button), ensure all flight details are entered with full accuracy and attention.
Carefully verify details such as Origin/Destination, Departure & Arrival Date/Time, Flight Number, and complete itinerary before proceeding.
Always proofread the entered information before clicking the confirm button to ensure the correct itinerary is generated and the customer receives accurate booking confirmation.