QA Huddle - Fligth Support Jan W5 2024

Areas of opportunity

QA Huddle Flight Support

Turn

Into

I wish

I will

January 2024

QA Average

87.81%

88.70%

86.35%

83.46%

January 2024

Area of Opportunity #1

CARES Notes/Documentation

QA Tip:

• Remember not to paste charges and fees that appear on the GDS / Fare Rules. we must avoid excessive documentation.

• We must leave proper documentation, remember to leave the reason for the call, the customers issue, what we advised and the customers reaction

January 2024

Area of Opportunity #2

Accuracy in Information/Direction

QA Tip:

• We should follow our script in completion and provide information according to the one we selected. Always remember to read the complete airport names as it shows on the GDS when providing the itinerary recap to the customer.

January 2024

Area of Opportunity #3

Call Control

QA Tip:

• Remember, when contacting another department or the airline, we should dial immediately after we advise we would do so.

• Remember, when calling Rate Desk we should have the documentation ready before putting the call on hold

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• Remember to continue improving our interpretation of Fare Rules so we do not take too long to advise the options to the customer and we avoid prolonging the call unnecessarily.

January 2024

Auto-Fails

Work Avoidance

• Call escalated unnecessarily
• Excessive use of hold

Privacy & Data

• The phone number obtained did not match the reservation

Customer Detriment

• Airfare differences not mentioned

Questions?