Ticketing and Refund Operations Support

Right expertise in fares and ticketing, coupled with strong process framework, our services include processing of PNR’s through a queue management system, and handling of unresolved ticketing requests.

For Travel Agencies, ticketing is generally a function that entails high process time, while being low as a value generating function.

It is a function that adds to the agency’s costs in terms of the time spent on query handling and ticket distribution, while the agency does not necessarily create additional value by handling the process on its own. Nor is there a significant Knowledge protection issue that necessitates this process being handled directly by a BPO company.

Ticketing Operations Support

Our ticketing process entails processing of unresolved PNR’s to enable tickets issuance through an automated system. The unresolved ticketing requests (PNR’s) rejected from the system land on specific queues, which are attended (manually intervened) to sort the discrepancy.

  • The PNR’s are assessed in order of their priority and allocated to ticketing consultants. Our team have the GDS access, Fares database and intranet to investigate and resolve ticketing requests.
  • The discrepancy is then rectified and the PNR forwarded to Ticketing through the ticketing system.
  • In case the discrepancy is out of scope the PNR is addressed to the originating agent for further clarification or escalated to product/ticketing team.
  • The Queues Processing can be operational on a 24 x 7 pattern.

Refund Operations Support

Our Refund Services include checking of fare rules and refunding tickets for a variety of airlines and fare types for our clients’ issued tickets.

  • The fare rules are checked and IATA airline rules are adhered to so as to establish validity and value of the refund.
  • Depending on respective client’s business needs, all refunds can be completed within 24 to 72 hours of receipt of requests.
  • Refunds will be processed in the GDS or BSP link and invoiced into the client’s system.