Preflight

Preflight Information can be : Route change (very rare but can be happened on international flights) Schedule change Terminal change Flight number change Schedule Change can be happened because of : Flight cancellation by airline Force majeure Schedule early / schedule late due to on ground condition

2. SMS / phone call from the Airline directly: Schedule change can be informed to customer via : 1. Email from Airy : 2. SMS / phone call from the Airline directly:

customer can do reschedule by contacting the airline directly The solution can be provided to the customer if they don’t agree with the schedule change: Refund by calling CS phone number contact. Returned amount is subject to airline’s rules customer can do reschedule by contacting the airline directly

Do’s & Don’ts Preflight Don’ts in Handling Preflight Information Problem Do’s in Handling Preflight Information Problem Not calming customer Insisting that the tickets are valid Only informing that the customer should contact the airlines directly Leaking the cooperation of Airy & Traveloka Calming the customer with clear time estimation Able to give clear solution to the customer

Flow Process Airline Traveloka Airy Customer 1 2 5 3 6 4 7 8 9 10 Mengirimkan info Preflight ke TVLK 2 Menerima info Preflight dari Airline 5 Menerima info Preflight dari TVLK di Zendesk (FLIGHT-Notifikasi Perubahan Jadwal Penerbangan) 10 Menerima info preflight 3 Sortir pemesenan via Airy 6 Periksa PNR mana saja yang terkena imbas Preflight 4 Kirim info Preflight ke Airy 7 Periksa Flight ID yang terkena imbas Preflight 8 Membuat Ticket Zendesk baru dan gunakan Macro Preflight (hapus kalimat terkait Airy) 9 Forward info Preflight via Zendesk kepada Customer dengan PNR & Flight ID yang terkena imbas

Flow & Tools Penjelasan penggunaan Tools Airy 5 Menerima info Preflight dari TVLK di Zendesk (FLIGHT-Notifikasi Perubahan Jadwal Penerbangan) Info preflight di terima via Zendesk 6 Periksa PNR mana saja yang terkena imbas Preflight Search PNR di email ambil alamat email customer dan Flight ID 7 Periksa Flight ID yang terkena imbas Preflight search Flight ID yang terimbas di email 8 Membuat Ticket Zendesk baru dan gunakan Macro Preflight (hapus kalimat terkait Airy) Zendesk 9 Forward info Preflight via Zendesk kepada Customer dengan PNR & Flight ID yang terkena imbas Forward preflight kepada alamat email yang didapat dari proses no 6 & 7 via Zendesk

Handling Preflight Dispute If we don’t handling of Preflight properly could impact fatal cases : Check In Problem Wrong Terminal Solution : Rebook / Reschedule Reimburst 100% Refund - Complimentary Coupon Code Please ensure that the case was impacted by Airy’s falls Collect some facts such as preflight notification from Airy, failure of sending preflight email to cust, etc