SARA.Core (Special Assistance Request Management Suite)

PAX Operations Portal main process

This service bundle contains services, which allow carriers to define their service availability and also allow them to process requests filed by passengers in travel assistance services operation centers (OC).

Contained services

The service bundle contains these services:

• Travel Assistance Request Operation Center - the main tool for processing the travel assistance requests
• Travel Assistance Service Request Operation Automation Engine (TASR-OAE) - the background service, which automates and processes background tasks within the operation centers
• Travel Assistance Service Administration - allows the definition of supported services by a carrier and tasks/actions associated with the services
• Service operations flow designer - allows the definition of operation events for each supported service/service-flavour and tasks/actions associated with these events.

Core process within the OC

Once the request has been created by passengers (PAX) through an instance of a PAX Portal instance, the passenger digital contacts the OC digitals with its request.

From this moment, the process flow in travel assistance service operation centers is:

1. Claim phase - The requests is received by one or multiple travel assistance operation centers (OC). It holds a travel itinerary consisting of multiple travel segments and a list of requested travel assistance services. Now each OC can claim responsibility for one or mulitple travel segments of the itinerary. This is done automatically in the background without human interaction.
2. Processing phase - From now on, the travel assistance operation centers (OC) are processing the request 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 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
3. 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.
4. Service delivery phase - During this phase the OC monitors the service delivery and performs actions to make sure that everything works out.

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