Flight (Non-SBT Offline) Booking Request (Manual)

Flight (Non-SBT Offline) Booking Request (Manual)

• Request Reception & Flight Identification

• Receive the manual booking request via call, email, or chat.

• Identify the flight the customer wishes to book.

• IL Platform Verification

  • If the flight is available on the IL platform:

    • Create a trip on behalf of the customer in their account.

    • Inform the customer via email that their preferred flight has been added and instruct them to complete the booking.

    • Update Freshdesk case notes and close the ticket.

  • If the flight is not available on the IL platform:

  • Search for the requested flight using alternative channels (GDS, Priceline, airline website, or other OTAs).

  • Share a quotation with the customer (including the approver if needed).

  • Upon approval, create a dummy trip on the customer’s account to generate a Trip ID.

  • Process the booking manually using the appropriate vendor’s system (Options Travel or Priceline).
    • Issue the ticket, update Membership Details, create the voucher and PRID, complete the MIS, and send the confirmation email. 
    • Update Freshdesk case notes, close the ticket, and update the US Production Tracker.
    • Validate the client’s payment mode and charge the applicable service fee.

• If No Option Is Available:

  • Identify at least three alternative flight options via GDS.

  • Notify the customer that their preferred flight is unavailable and provide alternative quotations.

  • Upon customer approval, process the manual booking as described above.