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Travel Agents – Business
Processes
Trazoo is a comprehensive web guide for technology &
business processes in the travel & hospitality industries. This section
of Trazoo is about Business Processes in the Travel Agency industry (Trazoo Home)
See also the following sections:
Travel Agency Business
Processes
- Back Office
- Fares (Fares Entry and Processing)
- Finance and Accounting (Travel Agency Accounting)
- Travel Agency/Operator Data Mining
& Data Processing Support
- Commercial Documents Scanning and
Processing for Travel Agencies
- Fares Support Services
- Fares Entry and Processing Support
- Ticketing
- Finance and Accounting
- Accounts Payable and Receivable
- BSP Account Reconciliation for Travel
Agencies
- Travel Agency/ Tour Operator
Financials Analysis and Support
- Travel Agency/ Tour Operator
Accounting
- Travel Agency Fare Audits Support
- Sales and refunds accounting
- Determining commissions and managing collections
- Over-dues
- Reconciliation
- General ledger accounts
- Calculation of additional collections and refunds
arising due to the reissue of tickets
- Processing reissues involving recalculation of fares
- Management of the calculation of loyalty points
accumulated and used by loyalty program members
Refunds
- Requests for refunds against partly or fully unutilized
tickets across a variety of requests including e-tickets, PTAs (Prepaid
Ticket Advice), TODs (Ticket On Departure), Deals, and Marine and Group
fares
Fares
- Construction and quote of fares to travel companies –
Management of fares across airline, car, hotel and cruise reservations
Front-Office
Interaction with end-customers is critical to the
performance of travel agencies. Front-office range from services across
voice, e-mail, web and physical mail communication.
- Front Office
- Reservations
- BSP Support Services
- Call Centres and Contact Centres
- Overbooked Flights and Waitlists
Processing
- E-mail Contact Centres
- Travel Agency GDS Interactions Support
- GDS Interactions
- Online Reservation Support Services
- Support and Helpdesk Services
Reservations and Helpdesk Support
- Contact center services - amend, cancel and validate air,
car, and hotel reservations and support queries. Typical queries include
reservations, schedule changes, fares, group bookings, frequent flyer
program support, reconfirmations, promotions, ticket delivery, ground
transport, credit card denial, customer relations and special services.
Support using voice and e-mail communications.
Website Helpdesk Support
- Multiple levels of customer support to customer queries
concerning website navigation and completing online reservations.
Helpdesk support also includes providing online customers with password
reset / validation.
Correspondence Management
- Customer complaints - including cancellations,
overbooking and staff attitude complaints. Analysis of these letters for
problem identification. Based on the problem cause and required
response, generating letters to the customers.
Loyalty Program Management
- Management of comprehensive inbound call centers
handling calls from concerning membership-account queries and member
enrollments. Create redemption bookings and associated fulfillment
activities for leading loyalty programs.
Mid-Office
- Pre-travel and post-travel work involving change in
travel dates, class of travel, sector changes, change in number of
passengers, cancellations and rebookings. Other mid-office requests
could include wheelchair support, reissues, date changes, prepaid ticket
advices, frequent flyer support, excess baggage, seating requests,
reseating (groups, medical, bassinet, crew rest requests) and special
meal requests.
PNR Processing
- Include seat allocations, unaccompanied minors,
reseating requests, medical requests from passengers, group and family
seating, frequent flyer requests, special meals, upgrades and lost
ticket support. Revalidating, reconfirming and reissuing tickets.
Bookings
- Bookings that ensure that passengers who have e-ticket
and non e-ticket bookings receive their confirmations either through e-mail
or a paper receipt. Supporting travel agencies in managing all ticketing
requests that have been rejected by the system and need manual
intervention.
Special Requests
- Specialized travel agencies, such as marine travel
agencies, having specific tasks such as setting up PTAs (Prepaid Ticket
Advices), thus ensuring timely booking. Special requests, such as those
based on PNR, and calculation of the applicable fare quote and
additional collections (ADC).
Schedule Changes
- Managing schedule changes by updating revised bookings
with new travel details and seating arrangements. Informing passengers
of changes in schedules, handling requests for upgrades, date changes,
stopovers / layovers, and routing changes from the suppliers.
Human Resources
- Continuously updating personnel records, expense claims
processing and payroll processing
- Travel Agency/Tour Operator Payroll
Accounting & Processing Support Services
Sales & Marketing
- Channel Management
- Customer Relationship Management
- E-marketing and E-promotions Services
- Market and Competitor Intelligence
Analysis Support
- Telemarketing
- Sales reports that identifies under-collections,
over-reporting and unaccounted ticket sales
- Sales-reconciliation services
Other Processes
Order Management and Procurement
- Managing inventory and warehouse support. Generating
and following up on orders, ensuring delivery of required material and
clearing payments to vendors
Reporting and MIS
- Periodic MIS and reports. These reports range from
revenue and marketing reports (reports on yield management,
point-of-sale performance, forward bookings, no shows, cancellations,
etc.) to performance reports on client stations
Quality Management Support Services
for Tour Operators & Travel Agencies
- Travel Agency Quality Audits Support
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