Quality Control
BOOKINGS
CANCELLATIONS
MODIFICATIONS
1. Package is Confirmed
Green and Blue Flags
1. Package is Cancelled
Red Flags
1. Package is Confirmed
Green Flags
2. Team checks for new confirmed bookings
3 times per shift per person: Start of shift, after break and 1 hour prior to end of shift 4 shifts per 24 hours
2. Package cancellation is noted on Reservation Report and Booking Report
2. Package modification is noted on Reservation Report and Booking Report
3. Check using Agent Dashboard, Sabre, Reservation Report and Booking Report (all 4 must match)
Flight Details Match
Names / No. of persons match
Is it paid?
CTCE / CTCM info in flight PNR
No further messages from Airline (SSRs or OSIs)
TTL is accurate
3. Check Flight on Agent Dashboard
- Ensure there is a red 'Cancelled' flag and the status is 'Cancelled' - Check the Live PNR and ensure there are no live flights (OTH or Hold Line is OK)
3. Check using Agent Dashboard, Sabre, Shift4 (all 3 must match)
Flight Details Match
Names / No. of persons match
Is the adcol paid?
CTCE / CTCM info in flight PNR
Requests for Seats/Meals/Wheelchairs are confirmed on new itinerary
No further messages from Airline (SSRs or OSIs)
4. Add remark in Flight PNR verifying you checked the booking
Type: 5H-*****QC BY ALAYNA // 12OCT22
4. Check Hotel on Agent Dashboard
- Ensure there is a red 'Cancelled' flag and the status is 'Cancelled' - Check the Live PNR and ensure there is no live hotel reservation - there should be a CXL number in the view
4. Add remark in Flight PNR verifying you checked the booking
Type: 5H-*****QC BY ALAYNA // 12OCT22
5. Package refund has been processed in Shift4
6. Add remark in Flight PNR verifying you checked the booking
