Example SOPs: Airline Reservation Agent

Airline Reservation Agent SOPs

Creating Standard Operating Procedures for your Airline Reservation Agent work can be difficult and take time. That’s why we’ve created these example Airline Reservation Agent SOPs so you can jumpstart your SOP creation process. We want to help you set up your Customer Service systems and processes by taking these sample SOPs and building out your own SOPs template library. By having all your Customer Service procedures in one place, your team will have the information they need at all times. Let’s look at some Airline Reservation Agent SOP examples.

Airline Reservation Agent SOP Examples

1. SOP: Reservation Process
Purpose: This SOP outlines the step-by-step process for making airline reservations, including gathering customer information, checking flight availability, selecting appropriate flights, and confirming the reservation. It ensures accuracy and efficiency in handling customer bookings.
Scope: Airline Reservation Agents are responsible for following this SOP when making reservations for customers.
Person Responsible: Airline Reservation Agent
References: This SOP may reference other SOPs related to customer information management, flight availability checking, and reservation confirmation procedures.

2. SOP: Fare Calculation and Ticketing
Purpose: This SOP provides guidelines for calculating fares based on various factors such as destination, class of service, and fare rules. It also covers the ticketing process, including issuing tickets, collecting payment, and providing customers with necessary travel documents.
Scope: Airline Reservation Agents are responsible for accurately calculating fares and issuing tickets in accordance with this SOP.
Person Responsible: Airline Reservation Agent
References: This SOP may reference other SOPs related to fare rules, ticket issuance procedures, and payment collection processes.

3. SOP: Customer Service and Communication
Purpose: This SOP outlines the standards and protocols for providing exceptional customer service and effective communication with customers. It covers aspects such as greeting customers, addressing inquiries and complaints, resolving issues, and maintaining a professional and courteous demeanor.
Scope: Airline Reservation Agents are responsible for adhering to this SOP when interacting with customers.
Person Responsible: Airline Reservation Agent
References: This SOP may reference other SOPs related to handling customer inquiries, complaint resolution procedures, and communication protocols.

4. SOP: Flight Schedule Management
Purpose: This SOP details the procedures for managing flight schedules, including updating and maintaining accurate flight information, handling schedule changes, and notifying customers of any modifications. It ensures that customers are informed about their flight details and any changes in a timely manner.
Scope: Airline Reservation Agents are responsible for following this SOP when managing flight schedules and communicating changes to customers.
Person Responsible: Airline Reservation Agent
References: This SOP may reference other SOPs related to flight schedule updates, customer notification procedures, and coordination with other departments.

5. SOP: Baggage Handling and Policies
Purpose: This SOP provides guidelines for handling customer baggage, including checking baggage allowances, ensuring compliance with safety regulations, and addressing any baggage-related issues. It ensures that customers’ baggage is handled efficiently and in accordance with airline policies.
Scope: Airline Reservation Agents may reference this SOP when assisting customers with baggage-related inquiries or issues.
Person Responsible: Airline Reservation Agent
References: This SOP may reference other SOPs related to baggage allowance policies, safety regulations, and procedures for handling lost or damaged baggage.

6. SOP: Loyalty Program Management
Purpose: This SOP outlines the procedures for managing airline loyalty programs, including enrolling customers, tracking and redeeming loyalty points, and providing program-related information to customers. It ensures that customers receive accurate and up-to-date information about their loyalty program benefits.
Scope: Airline Reservation Agents may reference this SOP when assisting customers with loyalty program-related inquiries or requests.
Person Responsible: Airline Reservation Agent
References: This SOP may reference other SOPs related to loyalty program enrollment, point tracking, and redemption procedures.

Note: The specific SOPs may vary depending on the airline and its policies. It is important for Airline Reservation Agents to familiarize themselves with their company’s SOPs and follow them diligently to ensure smooth operations and excellent customer service

Airline Reservation Agent SOP Templates

Looking for SOP templates for your Airline Reservation Agent work? We’ve got you covered. You can build out your company SOPs using the sample SOP information above (added to our template) or our team can put together a starter SOPs template based on your Airline Reservation Agent work. Get in touch if you’ve got questions about the quickest way to build out your Customer Service SOPs library.