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FAQ Tracker - Q4
Tools
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Name
:
A red asterisk (*) indicates required questions.
UID
*
LOB
CAT / ASC
SA
GLB NL
*
Product
Flight
Hotel
Car
Package
Others
*
Customer Need
Future Travel Credit
Air Schedule Change
Name Corrections
Voluntary Change
Billing and Refund follow up
Reconfirmation
Voluntary Cancel
Customer Stranded at the airport
New Booking
Hotel/ Car related
Technical Ghost Call/ Drop call/ Call disconnect
Residual Redemption
Missing Reservation
SR raised previously
Rewards / Coupon Related
Others
*
Execution
Yes
No - Customer Called to Inquire
*
Validating Airline
DL
B6
AC
UA
AA
HA
AV
VS
Others
*
Running Duration when flagged / question was raised (Range)
<20 minutes
21 - 30 minutes
31 - 44 minutes
45 minutes
46 - 60 minutes
>60 minutes
*
Why was the duration "Long"
Complex Issue
Dealing with Multiple Reservations / PNRs / Itineraries
Call Type is Usually Long
Unfamiliar with the Process / Navigation
Confirm What and How to Advise Customers
Process Unclear / Multiple Sources to Cross-Reference
Tool Error
Supervisory Call
Unusual Scenario
Misrouted Call - Need assistance on Specific Tool
Others
*
Detailed Reason - Specify Process Step, related AH, Error
*
Flagged by
RH
TL
DM
*
Ana Marie Sanchez
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