Procedure for Changing Dates and Destination on Flight Bookings

This procedure outlines the steps customer service agents must follow when a customer requests changes to the dates or destination of their flight booking

This applies to all customer service agents handling flight booking modifications for our agency. Customer service agents are responsible for executing this procedure promptly and accurately, ensuring customer satisfaction and adherence to airline policies

Procedure

Verify Booking Details
- Ask the costumer for their booking reference number.
- Acess the booking system and retrieve the customer's flight details.
- Confirm the current flight dates and destination with the costumer.

Confirm Change Feasibility
- Check airline policys for date and destination changes for the specific ticket purchased.
- Inform the customer of any restrictions, fees, or fare diferences that may apply.
- Confirm with the customer that they want to proceed with the changes.

Process Date Changes
- If changing dates:
- Ask the costumer for their new prefered dates.
- Check availibility for the new dates.
- Confirm new flight options with the customer, including any changes in fare.
- Secure the customer's aproval before proceeding.

Process Destination Changes
- If changing the destination:
- Request the new destination from the costumer.
- Search for avaliable flights to the new destination.
- Discuss new flight options with the customer, including fare diferences.
- Obtain the customer's consent before making any changes.

 Calculate Additional Costs
- Calculate any additional costs, including change fees and fare diferences.
- Communicate the total new cost to the customer.
- Arrange for payment of any additional fees, if necesary.

Update Booking
- Once the customer has agreed to the changes and any additional costs:
- Update the booking details in the system.
- Ensure all new flight details are corect.
- Issue new tickets or booking confirmations.

Confirm Changes with Customer
- Send the updated itinerary to the customer via email or their prefered method of communication.
- Confirm that the customer has recieved the new booking information.
- Remind the customer to check their new itinerary for any errors imediately.

Document the Change
- Make a note of the changes in the customer's booking record.
- Document any customer interactions in the CRM system.
- File any relevant correspondence or reciepts.

Additional Notes
- Always adhere to the airline's policies when processing changes.
- Ensure that the customer is aware of potential impacts on hotel bookings or other travel arangements.
- Be empathetic and provide alternatives if the desired changes are not posible.