SARA.Core (Special Assistance Request Management Suite)

SARA.Core is designed as standalone application which supports the processes of a medical operation center (MOC) to deliver these services:

• Entering special assistance requests - on behalf of passengers or travel partners/agencies, which act on behalf of passengers
• Perform approval processes - the requests need to be checked, communication with PAX and other parties has to happen until the special assistance request can be approved/rejected
• Govern the service delivery phase - once the request was approved, a set of delivery partners need to be orchestrated to monitor and ensure service delivery and qualit of service delivery
• Support billing phase - after the services have been delivered the MOC, certain data from the request have to be verified and taken from the tickets for being able to charge the customers (carriers) for the MOC services.

For more details please read up this article on the general handling process on special assistance requests.

Integrations

SARA.Core integrates with:

• SARA.PAX-Portal
• SARA.DeliveryPartner-Portal

SARA integration with SARA.Portal

PAX Operations Portal main process

SARA

Core process within the MOC

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

1. Claim phase - Once a MOC digital has claimed a service-segment of the itinerary with the travel assistance service request, the MOC can start processing these segments.
2. Processing phase - From now on, the travel assistance operation centers (OC) are processing the request
   • 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 confirmed (partial fit-to-fly) or is rejected
3. Collection phase - Once all service requests have the fit-to-fly status, the processing phase is completed and the collection phase for chargeable services start. In this phase the OC facilitates the money collection process. After this is performed the service, the services are confirmed (status: HK/KK). After money has been collected, the cancellation request from customer side may not be free of charge.
4. Service delivery phase - During this phase the OC monitors the service delivery and performs actions to make sure that everything works out.
5. Controlling phase - In this phase information relevant for controlling is added to the special assistance request.
6. Archive phase - The cases are archived and are used for reporting (e.g. fiscal)

Contained services

The service bundle contains these services:

• Travel Assistance Request Operation Center - the main tool for processing the travel assistance requests
• SARA-PAE Process Automation Engine - the background service, which automates and processes background tasks within the operation centers
• Service operations flow designer - allows the definition of internal process flows for each supported service/service-flavour by the supported carriers and tasks/actions associated with these events.