Notes

NAME CONVERSATION IDS INTENT AGENT RESOLUTION AREA OF IMPROVEMENT ITINERARY


SAURAV SHARMA 0ea0f3db-d497-4627-9ae0-286fc3e34e21
CHANGE agent inform fare diff cx not ok, 1.should have provided alternate, ticket was in void period, must have asked the cx to cancel the reservation and make a new booking.thats why cx got irrated.
2.fumbling,long dead air

72503778440623



SAURAV SHARMA 2bd2a177-e26a-4b1b-9b4b-8553be18499f
ASC agent confirmed new flight timings from cx,cx ok 1.cx called back regarding flight confirmation again
2.cx driven 72495725127029




SAURAV SHARMA 382da36f-643a-454d-ad09-412d353bc33a
CHANGE LCC agent informed will not able to make changes on this tool
1.should have explained cx about ticket under air control
2.as per process email not sent after call disconnection 72503292322850



SAURAV SHARMA 3cf07856-c5d6-4dc9-9f48-c3d31f75973b
CHANGE 1.agent helped to make new reservation.
2.agent ask further assistance 1.cx call to make new reservation NO ITINERARY


SAURAV SHARMA 3f70e379-802f-4ddf-8856-ad9a778891f5
FTC agent ask to take another agent call 1.cx call back as prev call got disconnected/cx ask to call back -agent proactively advised to take that call,
as per the process agent needs to put efforts to provide FCR, and try to hold cx 72500692741453



SAURAV a38a5ed4-653c-4e8c-8d08-9e745d52ce48
ASC agent denied for help directly ask to call airline/ 1.cx called to confirm about ASC/agent inform that we can provide alternate and we cannot cancel only airline can ,but it was under void period,
2.no efforts on calls,
3.redirecting cx,
4.agent can cancel removing que since sale was not confirmed and cx wanted to cancel.

72508591622043



SAURAV f98284ad-5779-48fa-9f77-07a81985b2d1
CHANGE agent informed about flights availability and fare difference 1.cx ask to leave reservation as it is due to high fare difference.
2.agent did not try to hold the cx
3.did not tried to provide alternates options and fares
3.no efforts made on call to provide FCR 72473950075291



SAURAV 10a79a8d-4894-4cfe-a7cf-aed7411f9067
CHANGE agent provided change fee and gave void options 1.cx ask to leave as it is
2.must have tried to put efforts to hold cx to provide FCR 72502722068024



SAURAV 1c55d5e0-ec38-47d8-90b7-842f5c07bb27
CREATE BOOKING agent tried from his end and informed
cx can not make this booking this this combo package does not support.

1.agent should have tried with alternate flight and hotel from his end.
2.agent need to make cx understand is happens sometimes due to unavailability, but still shows on website not found


SAURAV 6d9f65e2-c2d7-42c5-8416-906205c5bacd
RECONFIRMATION 1.agent ask cx to hold till he finds his booking
2.agent did ask further assistance 1,cx informed he found the booking .
2.cx driven 72509356376057