Dev:Travel assistance service requests - Process flow
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Each travel assistance service request always follows this process flow pattern:
- Request definition phase - Passengers (PAX) or their travel agents creates and edits the travel assistance service requests through an instance of a PAX.Portal instance or at an KORDEUS.SAM. Once the request is completed, it is stored in the patient digital, which triggers the OC digitals with its request.
- Claim phase - This phase is happening entirely in the backgound without human interaction. It is implemented as part of the SARA-PAE Process Automation Engine . It claims responsibility for one or mulitple travel segment services of the itinerary.
- Processing phase - From now on, the travel assistance operation centers (OC) are processing the request within their Special Assistance Request Management Suite (SARA) and
- may request further information from the PAX regarding the segments and services they have claimed responsibility for
- fetch information from internal systems to see if services can be delivered at all
- may decide on if the service for one or all segments can be performed or is rejected
- may request a decision by special staff (e.g. doctors) , if the service can be performed or is rejected
- Collection phase - Once all information was collected and the service was considered performable, it may require money collection. In this phase the OC facilitates the money collection process. After this is performed the service is granted and the OC is monitoring and perfoming tasks to implement the service.
- Service delivery phase - During this phase the OC monitors the service delivery and performs actions to make sure that everything works out. The service delivery partner digitals use the SARA.DeliveryPartnerPortal.