Survey Questions - Airline Policies
Name: 


A red asterisk (*) indicates required questions.

  1. LOB*


  1. Which AL have the most challenging policies that require contacting OB to resolve customer issues? (Please provide at least 3 | **Airlines full name**)*


  1. Select the opportunities identified that requires contacting the airlines. (In relation to number 1 question)
    Long update on waivers for IRROP
    Only caters concerns & inquiries through email
    Long wait time
    Requesting for an email even for imminent travel
    Agents are disconnecting the call
    phone number not working
    Does not accept the IATA number stated in both GDS and Agent help
    NDC agents are referring our agents to call trade support
    No IRROPs/ASC Policy in Agent Help
    Incomplete information of the IRROPS / ASC policy for Travel Agency Booking
    No Policy ASC/IRROPs policy if the affected flight is a
    Required only to call the airline for IRROPS/ASC policy
    Others


  1. If others please elaborate challenges (In relation to number 2)


  1. What are the common process or policies that will require agents to contact AL via OB calls/chat to resolve customer concerns?*


  1. Which AL is the most accommodating in processing changes/requests upon OB reach out? (Please provide at least 3 | **Airlines full name**)*


  1. Please identify the reasons why they are one of most accommodating Airlines (related to question number 6)*


  1. What AL policy can be improved to provide better customer experience and why? *





Ana Marie Sanchez