Singapore Airlines Ltd. · SGX:C6L
Singapore Airlines — Investor Presentation (December 2024)
63 slides from Singapore Airlines's investor presentation, December 2024
Slide 1: Service Requests Forms Standard Operating Procedure
Service Requests Forms Standard Operating Procedure TB007-24 | JAN 24
Slide 2: Service Request Forms
SERVICE REQUEST FORMS
Slide 3: What are Service Request Forms for
FLIGHT SEARCH W H AT A R E S E R V I C E R E Q U E S T F O R M S F O R • Agents can self-service via the AGENT 360 portal to raise queries and submit requests • Service requests are handled and processed faster o Reduce the need for SIA to call / email agents to extract required information and seek
Slide 4: Types of Service Request Forms
TYPES OF SERVICE REQUEST FORMS
Slide 5: Service Request Forms
1. Refund Fee Waiver 2. Reissuance Fee Waiver 3. Name Error Correction Service Request 4. Ticketing Time Limit (TTL) Extension Forms 5. Waitlist Confirmation (DAPO) 6. General Form (all others)* *Non-IATA/TIDS agents will only be able to submit the General Form
Slide 6: Accessing Service Requests
FLIGHT SEARCH ACCESSING SERVICE REQUESTS How do Travel Agents access service requests? • Log into AGENT 360 > Service Request • You will see two options available: (1) Submit a Service Request, and (2) view Dashboard
Slide 7: Accessing Service Requests
FLIGHT SEARCH ACCESSING SERVICE REQUESTS Service Requests are split into 4 categories: 1. Waiver Request • Waive fees for Itinerary Changes (Reissuance) • Waive fees for Ticket Refunds 2. Service Request • Extend Ticketing Time Limit (TTL) • Name Error Correction • Apply for Waitlist Confirmation (D
Slide 8: SRF Definitions
SRF DEFINITIONS
Slide 9: SRF Reason Definitions
FLIGHT SEARCH SRF Reason Definitions Agents will need to select a reason for every SRF submission. Here is a full list of reasons: Legal name change Passenger had made a legal change to his/her name Passenger that is unfit to travel, or immediate family members’ / Medical passenger within the travel
Slide 10: Reissuance Fee Waiver Form
FORM 01 REISSUANCE FEE WAIVER
Slide 11: Accessing Service Requests
FLIGHT SEARCH ACCESSING SERVICE REQUESTS How do Travel Agents access service requests? • Log into AGENT 360 > Service Request • You will see two options available: (1) Submit a Service Request, and (2) view Dashboard
Slide 12: Reissuance Fee Waiver
FLIGHT SEARCH 0 1 . R e i s s u a n c e F e e Wa i v e r Waive Fees for Reissuance • Request for a waiver code to reissue ticket without additional fees
Slide 13: Reissuance Fee Waiver
FLIGHT SEARCH 0 1 . R e i s s u a n c e F e e Wa i v e r Waive Fees for Reissuance • You should key in the PNR, Last Name and IATA used to make the booking or issue the ticket • Proceed to retrieve the booking by clicking Retrieve • NDC and EDIFACT bookings can be retrieved 2A3BCD
Slide 14: Reissuance Fee Waiver
FLIGHT SEARCH 0 1 . R e i s s u a n c e F e e Wa i v e r 2A3BCD Waive Fees for Reissuance • Proceed to select reason for reissuance • View definitions to select the closest reason
Slide 15: Reissuance Fee Waiver
FLIGHT SEARCH 0 1 . R e i s s u a n c e F e e Wa i v e r Waive Fees for Reissuance • We strongly encourage attaching supporting documents to aid processing of your service request
Slide 16: Refund Fee Waiver Form
FORM 02 REFUND FEE WAIVER
Slide 17: Refund Fee Waiver
FLIGHT SEARCH 0 2 . R e f u n d F e e Wa i v e r Waive Fees for Refund • Request for a waiver code to refund ticket without additional fees
Slide 18: Refund Fee Waiver
FLIGHT SEARCH 0 2 . R e f u n d F e e Wa i v e r Waive Fees for Refund • There are 2 ways to retrieve your booking 1. Retrieve PNR • You should key in the PNR, Last Name and IATA used to make the booking or issue the ticket 3A4BCD • Proceed to retrieve the booking by clicking Retrieve • NDC and EDIF
Slide 19: Waive Fees for Refund – Retrieve PNR
FLIGHT SEARCH 0 2 . R e f u n d F e e Wa i v e r 3A4BCD Waive Fees for Refund – Retrieve PNR • Select the passenger you would like to service • For PNRs with multiple passengers in the Sam Smith booking, all pax information will appear here.
Slide 20: Waive Fees for Refund – Retrieve PNR
FLIGHT SEARCH 0 2 . R e f u n d F e e Wa i v e r Waive Fees for Refund – Retrieve PNR • Proceed to select reasons for refund • View definitions to select the closest reason • Select affected flight segments • We strongly encourage attaching supporting documents to aid processing of your service requ
Slide 21: Waive Fees for Refund – Retrieve e-Ticket
FLIGHT SEARCH 0 2 . R e f u n d F e e Wa i v e r Waive Fees for Refund – Retrieve e-Ticket There are 2 ways to retrieve your booking 2. Retrieve e-Ticket • If you do not have the PNR on hand or have a purged PNR, you can choose to retrieve via e-Ticket instead 3A4BCD • If unsure, you can still enter
Slide 22: Waive Fees for Refund – Retrieve e-Ticket
FLIGHT SEARCH 0 2 . R e f u n d F e e Wa i v e r Waive Fees for Refund – Retrieve e-Ticket • Select IATA/ARC/TIDS code booking was ticketed under • Enter the first name, last name, and e-ticket number • Select reason for refund
Slide 23: Waive Fees for Refund – Retrieve e-Ticket
FLIGHT SEARCH 0 2 . R e f u n d F e e Wa i v e r Waive Fees for Refund – Retrieve e-Ticket • Enter the flight segments • We strongly encourage attaching supporting documents to aid processing of your service request
Slide 24: Ticketing Time Limit (TTL) Extension Form
FORM 03 TICKETING TIME LIMIT (TTL) EXTENSION
Slide 25: TTL Extension
FLIGHT SEARCH 03. TTL Extension Service Request for TTL Extension • Request to extend ticket time limit Service Request Ineligible RBDs for SRF Form (cannot submit SRF) TTL Extension QNVK, R, D
Slide 26: TTL Extension
FLIGHT SEARCH 03. TTL Extension Service Request for TTL Extension • You should key in the PNR, Last Name and IATA used to make the booking or issue the ticket • Proceed to retrieve the booking by clicking Retrieve • NDC and EDIFACT bookings can be retrieved 4A5BCD
Slide 27: TTL Extension
FLIGHT SEARCH 03. TTL Extension Service Request for TTL Extension • The following RBDs are ineligible for TTL Extension Ineligible RBDs for SRF Service Request Form (cannot submit SRF) TTL Extension QNVK, R, D 5A6BCD If an ineligible booking is retrieved, the following error appears and agent will n
Slide 28: TTL Extension
FLIGHT SEARCH 03. TTL Extension 4A5BCD Service Request for TTL Extension • You can review the Extended TTL shown • Proceed to select reasons for TTL Extension • View definitions to select the closest reason
Slide 29: TTL Extension
FLIGHT SEARCH 03. TTL Extension Service Request for TTL Extension • We strongly encourage attaching supporting documents to aid processing of your service request
Slide 30: Name Error Correction Form
FORM 04 NAME ERROR CORRECTION
Slide 31: Name Error Correction
FLIGHT SEARCH 04. Name Error Correction Waive Fees for Name Correction • Update the correct name for passengers (where there is an error, not for a name change) • Request for a waiver code to reissue ticket without additional fees
Slide 32: Name Error Correction
FLIGHT SEARCH 04. Name Error Correction Waive Fees for Name Correction • You should key in the PNR, Last Name and IATA used to 1A2BCD make the booking or issue the ticket • Proceed to retrieve the booking by clicking Retrieve • You can select between the IATA codes they have registered to their AGEN
Slide 33: Name Error Correction
FLIGHT SEARCH 04. Name Error Correction 1A2BCD Waive Fees for Name Correction • Select the passenger you would like to service (1 per SRF) • For PNRs with multiple passengers in the booking, all pax information will appear here.
Slide 34: Name Error Correction
FLIGHT SEARCH 04. Name Error Correction Lin Waive Fees for Name Correction • Key in the name with an error • Proceed to select reasons for name correction • View definitions to select the closest reason
Slide 35: Name Error Correction
FLIGHT SEARCH 04. Name Error Correction Waive Fees for Name Correction • Supporting documents (e.g. passport) are required for name correction SRF • Click “Submit”
Slide 36: Waitlist Confirmation (DAPO) Form
FORM 05 WA I T L I S T C O N F I R M AT I O N (DAPO)
Slide 37: Waitlist Confirmation (DAPO)
FLIGHT SEARCH 0 5 . Wa i t l i s t C o n f i r m a t i o n ( DA P O ) Service Request for Waitlist Confirmation (DAPO) • Raise a DAPO request
Slide 38: Waitlist Confirmation (DAPO)
FLIGHT SEARCH 0 5 . Wa i t l i s t C o n f i r m a t i o n ( DA P O ) Service Request for Waitlist Confirmation (DAPO) • You should key in the waitlist PNR, Last Name and IATA used to make the booking or issue the ticket • Proceed to retrieve the booking by clicking Retrieve • As waitlist bookings c
Slide 39: Waitlist Confirmation (DAPO)
FLIGHT SEARCH 0 5 . Wa i t l i s t C o n f i r m a t i o n ( DA P O ) Service Request for Waitlist Confirmation (DAPO) • Proceed to select reasons for DAPO • View definitions to select the closest reason 8A9BCD Reasons Eligible RBDs Medical Compassionate Situations beyond Passenger’s Control All RBD
Slide 40: Waitlist Confirmation (DAPO)
FLIGHT SEARCH 0 5 . Wa i t l i s t C o n f i r m a t i o n ( DA P O ) If a flight segment is ineligible for DAPO, the selection box will be greyed out for that segment 114 W WL Service Request for Waitlist Confirmation (DAPO) • Select all waitlist flight segments to raise a DAPO request for • We str
Slide 41: General Form
FORM 06 GENERAL FORM *Non-IATA/TIDS agents will only be able to submit the General Form
Slide 42: General Form
FLIGHT SEARCH 06. General Form IATA / TIDS Non-IATA/TIDS General Form For other service requests • Seat Selection • Meal Selection • Unmarry Booking • Discounted tickets / FOC tickets • Excess Baggage • Wheelchair / Mobility aids • Unaccompanied Minor • Infant / Bassinet Request • Pet Handling / Req
Slide 43: General Form
FLIGHT SEARCH 06. General Form General Form • Select IATA / ARC/ TIDS code
Slide 44: General Form
FLIGHT SEARCH 06. General Form General Form • Select request type • You can provide more booking details like PNR and e-ticket number
Slide 45: General Form – TTL and DAPO
FLIGHT SEARCH 0 6 . G e n e r a l F o r m – T T L a n d DA P O General Form – TTL and DAPO • Sub-agents who need to submit a service request through a GDS PCC can submit TTL and DAPO via General Form • You will need to provide some verification details and booking details like PNR / e-ticket number
Slide 46: General Form
FLIGHT SEARCH 06. General Form General Form • We strongly encourage attaching supporting documents to aid processing of your service request
Slide 47: Subagents who book under GDS PCC
FLIGHT SEARCH Subagents who book under GDS PCC Bookings made under a GDS PCC IATA and TIDS sub-agents will face this error if they retrieve a booking booked under a GDS PCC and be redirected to submit the general form instead If the booking is made by a GDS PCC, please submit a general form.
Slide 48: Email Notifications for Service Requests
E M A I L N OT I F I C AT I O N S FO R S E RV I C E R EQ U EST S
Slide 49: Notification of Submission
N FOL ITGIHFTI CS EAT ARCH ION AFTER SERVICE REQUEST SUBMISSION Notification of Submission • After you submit a service request, agent will receive an email notification that your service request has been submitted successfully • Email includes SR Reference Number
Slide 50: Notification of Service Request Approval / Rejection
N O T I F I C AT I OF LNI G HATFSTE EA R RCH SERVICE REQUEST HAS BEEN APPROVED / REJECTED Notification of Service Request Approval / Rejection • After SRF has been approved/rejected by SIA, agent will receive email notification • Approval code and case comments are also displayed
Slide 51: Accessing the Service Requests Dashboard
AC C ES S I N G T H E S E RV I C E R EQ U EST S DA S H B OA R D
Slide 52: Accessing the Dashboard
FLIGHT SEARCH A C C E S S I N G T H E DA S H B O A R D How do Travel Agents check the status of service requests? • You will see two options available: (1) Submit a Service Request, and (2) view Dashboard
Slide 53: Filtering Service Requests
FLIGHT SEARCH F I LT E R I N G S E R V I C E R E Q U E S T S How can Travel Agents check the status of service requests? • Search by PNR, ADM, SRF number, IATA number • Status filters on the left • Filter by request type and people on the right • Access controls • Master can see all SRFs in agency •
Slide 54: Filtering Service Requests
FLIGHT SEARCH F I LT E R I N G S E R V I C E R E Q U E S T S • Approved – SIA has approved service request • Rejected – SIA has rejected service request • Pending – SIA is still processing service request
Slide 55: Approved Service Requests – Waiver Code
APPROVED SERVICE REQUESTS FLIGHT SEARCH – WA I V E R C O D E Approved Service Request • You can click on the approved service request to show more details • Waiver code is displayed on top Acknowledged DAPO • For DAPO, SRF will appear under “Approved / Processed” filter with status “Acknowledged” •
Slide 56: Rejected Service Requests
FLIGHT SEARCH REJECTED SERVICE REQUESTS Rejected Service Request • You can click on the approved service request to show more details • Rejected service requests will show rejected status and case comments
Slide 57: Filtering Service Requests
FLIGHT SEARCH F I LT E R I N G S E R V I C E R E Q U E S T S Withdraw • Starred – You can star service requests as a bookmark for later Star reference • Archived – You can archive service requests that have been approved / rejected. • Withdrawn – You can withdraw a pending service request
Slide 58: Filtering Service Requests
FLIGHT SEARCH F I LT E R I N G S E R V I C E R E Q U E S T S Archive • Starred – You can star service requests as a bookmark for later reference • Archived – You can archive service requests that have been approved / rejected. • Withdrawn – You can withdraw a pending service request
Slide 59: Sharing Service Requests
FLIGHT SEARCH SHARING SERVICE REQUESTS Unshare Share Share Service Request • Agents can share a SRF created with any other user in the same agency regardless of their role • Select who to share SRF with • User’s registered name on AGENT 360 • User’s registered email on AGENT 360 • SRF can be shar
Slide 60: Sharing Service Requests
FLIGHT SEARCH SHARING SERVICE REQUESTS Share Service Request • Recipient users can view SRFs shared with them on SRF dashboard • All users with access to SRF can • View and monitor SRF • Withdraw SRF (Pending SRFs only)
Slide 61: Summary of Service Requests Exclusions
S U M M A RY O F S E RV I C E R EQ U EST S E XC LU S I O N S
Slide 62: Service Request Exclusions
FLIGHT SEARCH S E R V I C E R E Q U E S T S E XC L U S I O N S Ineligible RBDs for SRF Service Request Form (cannot submit SRF) Reissuance - Refund - TTL Extension QNVK, R,D DAPO If reason is “Others”: All RBDs except F,Z,S,Y Name correction - ADM -
Slide 63: Thank You!
THANK YOU! Please reach out to us for questions or clarifications
Singapore Airlines — Investor Presentation (December 2024) on 6ix