Overview:  This training focuses on the travel agent team handling client emails. It provides consistent steps and a checklist to help improve speed and accuracy.  It showcases how to provide more proactive solutions to reduce the number of emails being sent. Real-world scenarios will provide steps not only for improved email etiquette and language but also for utilizing internal and external online resource tools to research and locate accurate answers in writing. 

Challenge:  During high volume days, travel agents handling emails become flustered and tend to lose focus on providing quick and accurate information to clients. Tunnel vision begins to occur, and they do not offer proactive solutions. Their writing becomes inconsistent and unclear. This creates the need for more emails with longer response times, and it can create unnecessary confusion. Instead of using their online resource tools, they rely on teammates for answers, which are often incorrect.

Solution:  This course will provide a consistent checklist for writing professional emails. It will allow agents to maintain focus on their entire process as a whole. This includes how to use professional language and how to improve offering proactive solutions. It will also cover utilizing internal and external online resources to research and locate answers (in writing). This will not only ensure accurate responses, It will also allow for other teammates to focus on their own workload. Improving speed, accuracy and offering proactive solutions to the client will in time boost service levels.

Result:  The number of emails handled by each agent should increase up to 15%. Results will be measured over time by randomly sampling emails from the agent team. Questions and answers amongst the agent team will also be monitored to ensure online resources are being utilized.

Overview:  This course is designed for corporate travel agents based in the USA that sell commercial airline tickets. It will focus on flight changes, commonly referred to as exchanges, that result in a Miscellaneous Charge Order, or MCO residual document. Guidance is provided on interpreting a price quote summary; how to verify if an MCO residual is allowed, and how to issue one 

Challenge:  During high volume days, travel agents handling client reservations run into automation challenges when ticketing reservations. They become hyper-focused on assisting the clients and do not always verify if all documents have ticketed correctly in each reservation. They also do not always take the time to verify all fare rule details when processing changes. ARC (Airline Reporting Corporation) requires that an MCO Residual be issued within the same calendar day (prior to midnight) as the reissue transaction. If the document is not issued correctly, it cannot be created the following business day and the monies become a forfeiture to the client.

Solution:  At the end of this course travel agents will understand different price quote records; successfully validate fare rules and be able to accurately issue an MCO residual document if the ticketing automation fails for any reason. 

Result:  The number of missed MCO Residual documents should decrease by up to 30%. This in turn will also significantly decrease client forfeitures and agency pay-outs. Results will be measured over time by monitoring ticketing and back office corrections on a weekly basis.