Travel assistance service request
A travel assistance service request is created by a personal digital at a SARA.PAXPortal instance of a carrier or agent. Once is completed, it is submitted to one or muliple operation centers (e.g. LH MOC), which claim responsibility for segments they are responsible for handling special assistance requests.
Standard process flow
Flowtype A: Regular request
- Request creation phase (only on PAX portal) - the PAX or the travel agent collects all information on his side on a travel assistance service request before submitting it
- Decision preparation phase - the operation center and the passenger collaborate on reaching the point where the request can be confirmed
- Service delivery phase - the operation center coordinates the service delivery with its delivery partners
- Billing data acquisition phase - after ticket data has been entered, the operation center collects KPIs by which it can charge the carriers
Specialities:
- Rebooking - If the flight is rebooked during the service delivery phase (for reasons on PAX or Carrier side), the request is pushed back with all information to the decision preparation phase and needs to reviewed entirely
- Cancellation - if the service delivery is cancelled by the PAX, the refund issues arise and may need communication with the PAX. This is covered in the cancellation phase.
Flowtype B: General inquiry
- Request creation phase (only on PAX portal) - the PAX or the travel agent collects all information on his side on a travel assistance service request before submitting it
- General request answering phase - the operation center has received no concrete booking, but a general inquiy and can communicate on this request with the travel agent or pax. This phase does not have a structured handling path
Specialities
- Transformation - the general inquiry can be change to a regular request, if the PAX adds a journey and booking during the inquiry process. In that moment, the decision the process will continue with the decision preparation phase of the regular request.
Manual phase chage (e.g. in chance of rebooking)
Data
Each travel assistance service request cosists of data
| Ownership | Details | ||||
|---|---|---|---|---|---|
| Agent | PAX | MOC | Delivery Partners | ||
| Travel Group information | X | S | |||
| Personal information | S | X | S | ||
| Journey Information | S | X | X | ||
| Medical information | S | X | S | ||
| Process status information | S | S | X | S | |
| Processing & Handling information | X | X | |||
- Personal information
- Personal Documents required for service delivery
- The planned itinerary
- Travel assistance services, which are requested for this itinerary
- Travel Segment Service Items - holding the detail information on the services to be delivered and are used to communicate with the operation centers (oc)
- General status on travel assistance request
- Operation specific information
- discussions
- tasks
Available Status on passenger side
This status is stored at the travel assistance service request (db) and is only edited by the personal digital, which is the single point of truth where all information come together.
| Status | MOC status | Process status description |
|---|---|---|
| In Preparation | not visible | This SAR has been created, but has not been submitted to the carriers |
| Submitted | not visible | This SAR has been created and has been submitted by the passenger. The request has been sent to the operation centers of the carriers. The request is waiting until all segments have been claimed by authorative operation centers (OCs) |
| Pending | OC has opened a case on their side.
visible, but on segment level. |
All segments of the SAR itinerary have been claimed by responsible OCs. |
| Waiting for Info | At least one segment-service requires further action from the passenger. (for details see the status of travel segment service items status) | |
| Finalized | All requests are processed, ready to go (at least partially) | |
| Closed | All information exchanged, no more action required | |
| Archived | This request is no longer required. The data will be anonymized (DS-GVO) on the OC side after some time. |