Live Chat Handling Updates:
To enhance the customer experience and streamline our support process, please follow the updated guidelines below for all Live Chat interactions:

1. Customer Verification for Booking-Related Requests
If a customer contacts us via Live Chat for any booking-related request (e.g., cancellation, modification, refund, reissue, name correction, or any other service), do not ask the customer to reconnect through their registered WhatsApp number or call the helpline for verification.

Instead, use one of the following verification methods:


First, provide the customer with complete and relevant information regarding their query so they clearly understand the available options, process, and next steps.
After addressing the query, proceed with the required verification by using one of the following methods:
Arrange a callback to the customer's registered contact number to complete the verification.
Request verification consent through the customer's registered email address while they remain connected on Live Chat.

2. Booking Retrieval
When a customer requests information or any action on their booking, do not immediately ask for the Order ID.
Instead:
Retrieve the booking using the customer's registered contact details (registered phone number or email address).
Once the booking is located, assist the customer with their request accordingly.

Following this process will minimize unnecessary back-and-forth communication, and deliver a more seamless and customer-centric support experience.