Ticketing Fulfillment / Queue Monitoring

Specific GDS queues are checked regularly, and contents are processed, following the guidelines as defined by the client.

• Ticket Issuance
• Invoicing (Air, Hotel, Car or Service Fees)
• Void and Refund processing
• Processing rejected PNRs, whether agent-assisted bookings or from Online Booking Tool
• Airline Schedule and Flight Re-accommodations
• Special Requests (e.g., airline upgrades, seat monitoring, etc.)

VIP Reconfirmation Support

Involves reconciliation of bookings from the home agency’s concierge desk for their VIP clients and facilitating specific travel requests.

• Reconciliation of air, hotel, car and/or limo services
• Reconfirmation of special travel requests.

Client Profile Update

Processing or updating client profiles via the home agency’s GDS and Online.

• Booking Systems
• Client Information
• Unused Tickets on File
• Hotel Rates load

OBT / Systems Support

FC agents trained in both the home agency’s GDS and Online Booking Tool (OBT) assist in building portals, programming, user training and tool implementation. They also respond to user’s technical questions related to their OBT.

Account Management Support

Manage client relationships, conduct account reviews and generate reports on behalf of the home agency.

Special Event Coverage

Short and long term coverage available for special events, holidays, and volume spikes.

Call Miner Analyst

Supports the home agency’s operations leadership team and is responsible for solving analytical challenges for improving customer experience, reducing customer friction, and optimizing operational flow.

Strategic Client Service Representative

Provides expertise and support for troubleshooting of both technical and client service issues for home agency’s internal and external clients.

Concur Site Build Support

Provides support in designing and configuring the Concur Travel site for home agency's external clients to help the organization manage their travel within the parameters of their specific travel policies.

GDS Script Writing

Build and maintain customized scripts programming for agent efficiency, client-standard dependability and booking/reporting accuracy.

Training

With over 10 years of experience in the travel industry, our corporate trainers can provide your agents comprehensive training sessions for GDS such as Amadeus, Apollo and Sabre.