Travel assistance service request
A travel assistance service request is created by a personal digital at a PAX.Portal 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 - the PAX or the travel agent collects all information on his side on a travel assistance service request before submitting it. As third alternative, the operation center enters the request manually after receiving a request over an insecure channel, like email. At the end of this phase, there exists a valid travel assistance service request case
- 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
- 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.
Data domains & Perspectives
A travel assistance service requests holds these data domains, which are each handled differently due to the ownership and sensitivity of contained information. See this article on SARA data domains for further details.