Airline Reservationist SOPs
Creating Standard Operating Procedures for your Airline Reservationist work can be difficult and take time. That’s why we’ve created these example Airline Reservationist 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 Reservationist SOP examples.
Airline Reservationist 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 Reservationists are responsible for following this SOP when making reservations for customers.
Person Responsible: Airline Reservationist
References: This SOP may reference other SOPs related to customer information management, flight availability checking, and reservation confirmation.
2. SOP: Fare Calculation
Purpose: This SOP provides guidelines for calculating fares based on various factors such as flight distance, class of service, and any applicable discounts or promotions. It ensures consistency in fare calculation and helps avoid errors or discrepancies.
Scope: Airline Reservationists are responsible for using this SOP when determining the fare for a customer’s reservation.
Person Responsible: Airline Reservationist
References: This SOP may reference other SOPs related to fare rules, discount policies, and fare calculation formulas.
3. SOP: Ticketing and Itinerary Generation
Purpose: This SOP outlines the process for issuing tickets and generating itineraries for customers. It includes steps such as verifying payment, issuing electronic or physical tickets, and providing customers with detailed itineraries. It ensures accurate ticketing and provides customers with all necessary travel information.
Scope: Airline Reservationists are responsible for following this SOP when issuing tickets and generating itineraries.
Person Responsible: Airline Reservationist
References: This SOP may reference other SOPs related to ticketing systems, payment verification, and itinerary formatting.
4. SOP: Customer Service and Conflict Resolution
Purpose: This SOP provides guidelines for handling customer inquiries, complaints, and conflicts in a professional and efficient manner. It includes steps for active listening, empathizing with customers, finding appropriate solutions, and escalating issues if necessary. It ensures customer satisfaction and maintains a positive image for the airline.
Scope: Airline Reservationists are responsible for following this SOP when dealing with customer service issues and conflict resolution.
Person Responsible: Airline Reservationist
References: This SOP may reference other SOPs related to customer service training, complaint handling procedures, and escalation protocols.
5. SOP: Flight Change and Cancellation
Purpose: This SOP outlines the process for handling flight change requests and cancellations from customers. It includes steps for verifying eligibility, checking availability, processing changes or cancellations, and providing customers with updated itineraries or refunds. It ensures accuracy and efficiency in managing flight modifications.
Scope: Airline Reservationists are responsible for following this SOP when handling flight change and cancellation requests.
Person Responsible: Airline Reservationist
References: This SOP may reference other SOPs related to flight change policies, refund procedures, and itinerary updating.
6. SOP: Special Assistance and Accommodation
Purpose: This SOP provides guidelines for assisting customers with special needs or requests, such as wheelchair assistance, dietary requirements, or seat preferences. It includes steps for gathering necessary information, coordinating with relevant departments, and ensuring appropriate accommodations are provided. It ensures a smooth travel experience for customers with specific needs.
Scope: Airline Reservationists are responsible for following this SOP when handling special assistance and accommodation requests.
Person Responsible: Airline Reservationist
References: This SOP may reference other SOPs related to special assistance procedures, coordination with ground staff, and communication with other departments.
Note: The specific SOPs may vary depending on the airline and its procedures. The above list provides a general overview of the common SOPs used by Airline Reservationists in the customer service industry
Airline Reservationist SOP Templates
Looking for SOP templates for your Airline Reservationist 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 Reservationist work. Get in touch if you’ve got questions about the quickest way to build out your Customer Service SOPs library.