Airline sales part: Travel Agency Support & Customer Relations

Airline sales part: Travel Agency Support & Customer Relations

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Star Alliance Member Carriers

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Easy-to-find updates on the information you care about most

• New products and service

announcements

• Weather waivers

• Policies and travel agent

resources

• Sign-in for

registered users

• Penalty waivers

• Economy Plus seat assignment• Banking

Already available Coming soon

Examples are for illustrative purposes only. Screen views, reports and capabilities may vary by user.

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Star Alliance Member Carrier’s Travel agency support & customer relations

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

THAISON CHUNGRegional Corporate Sales Manager

Mobile: 079 880 48 48; e-mail: [email protected]

SEYMA HASDEMİRCorporate Sales

Phone: +41 (0) 44 225 23 63e-Mail: [email protected]

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017


Email: [email protected] Phone: 044 215 65 00

Our Reservations Team:

Mauro Zappa – Reservations SupervisorCarina Sifrig (Groups)Esther Steinacher (ROP)Noelle Bruni Auanchit Zagorski (Khem)Kingkan Fischer (Kaek)

Customer relations: Mrs. Silvia Stoll Email: [email protected]

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

THAI Agency Helpdesk

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

TRAVEL AGENCY SUPPORT CUSTOMER RELATIONS

Contact Center Customers

DE: 01806 000 341*

AT: 0810 810 807

CH: 044 800 96 52

Mo.‐So. von 08:00 bis 23:00*20 Cent per Call; Mobile max. 60 Cent per Call

Frequent Flyer |Victoria Programm

DE | AT: +49 69 5098 5056

CH: +41 (0) 44 654 52 36

www.tapvictoria.com

End customers

Victoria ‐ Frequent Flyer

Contacts ‐ Germany| Austria | Switzerland

Star All iance Ambassador Club Session Zurich - 22 September 2017

HELP DESK

Mo. ‐ Fr.: 09:00 ‐ 17:30

TEL: 0844 800 838 within Switzerland

E‐MAIL: [email protected]

GROUP DESK SWITZERLAND

ONLINE GROUP QUERIES FROM 10 PAX THROUGH – http://groups.flytap.com

Group Department email for ZRH departures (DE/EN) [email protected] Department email for GVA departures (FR/EN) [email protected]

Carla Silva Sales Support Assistant

Contacts – TAP Travel Agency Group/Help Desk CH

Luis Letra Sales Support Assistant

Luiz Klaudio Costa Sales Support Assistant

Emil Sigg Sales Support Assistant


District Sales Managers Switzerland

GenevaJoão Roque

[email protected]

ZurichAntonio [email protected]


Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017


Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Singapore Airlines - Travel Agency Support10 staff in Zurich reservation office

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Star Alliance Member Carrier’s Travel agency support & customer relationsSingapore Airlines - Travel Agency Support

singaporeair.com/en_UK/ch/plan-travel/local-promotions/ch-travel-agent-infopages


Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Singapore Airlines – Customer Relations

• Resources• Dedicated Customer Relations staff (Casey)• Dedicated Priority Services staff (Ingrid)• Passenger Services Team: Contact Center, Groups, Refunds

• Customer Relations Duties• Investigation reports to be made with various departments and Head Office or affected stations to ensure

consistency throughout the network in providing solutions and appropriate service recovery in complaint handling

• Handling of flight irregularities e.g flight delays and compensation rights under Regulation EC261.

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

SAS – Scandinavian Airlines Travel agency support & customer relationsSAS Travel agency support for Europe is handled by dedicated staff in Tallin. SAS offers support in all relevant languages.

SAS Switzerland Travel Agency SupportPhone: 0848 117 100Open Mon-Fri 09.00-17.00(Choose "English" & "Customer Service" during weekdays from 17-19h & Sat 09-17h & Sun 10-19h)

SAS Travel Agent Website for traffic and sales news & general info on procedureswww.sassalesinfo.com (new look as per November 2016)Login with username and password required. Website can be personalized with favorite links.

SAS Customer Carewww.flysas.com/feedbackUpload supporting documents incl. bank account number, etc.SAS follows EU regulations regarding to delays and cancellations.

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

SAS – Scandinavian Airlines Travel agency support & customer relationsYou can also stay in touch with SAS via social media:

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017


Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

LHG Agency Support CH – Contact Details and Team Overview


Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

LHG Agency Support CH – Call Volume April-August2017 (5months, all CH)


Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

LHG Group Desk CH – Contact Details and Team Overview


Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

LHG Customer Service – Contact Details

https://www.swiss.com/customerfeedbackservicesSwiss International Air LinesCustomer Feedback ServicesP.O. Box 20138032 ZurichSwitzerland

www.lufthansa.com/ch/en/[email protected] German AirlinesCustomer FeedbackP.O. Box 710234D-60492 Frankfurt

www.austrian.com/[email protected] AirlinesFeeback ManagementPostfach 33AT-1300 Flughafen-Wien

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017


Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

LOT Polish Airlines

Agency Help desk : 043 817 66 [email protected]

Dedicated sales support in FRA Groups : +49 69 24 00 10 00

Customer relations :

[email protected]

Baggage :

[email protected]

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017


Travel agency support

Provided by Air China Zurich and Geneva office Contact: Mo-Fr by mail and phoneAir China and travel agencies: cooperation as partners

Support in terms ofo General questions: baggage, through check-in, aircraft, etco Specific requests: refund, name change, quotation, fare, seat reservation, etco Group travel

Eventso «Lunch & Learn» o NEW: cabin visit o NEW: business class meal tasting

Zurich office: [email protected] / +41 44 213 6080 Geneva office: [email protected] / +41 22 717 8651

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

A i r C h i n a


Customer relations

Local requests handled by Zurich and Geneva office

o Divided between city office and airport office (different competence)

At need cooperation with HQ in Beijing

Complaint management

o Examination of each individual caseo Assumption of every case PAX based in Switzerlando Individual solution process

Zurich office: [email protected] / +41 44 213 6080 Geneva office: [email protected] / +41 22 717 8651

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

A i r C h i n a

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Air Canada Travel Agency Support & Customer RelationsTravel Agency Support

Air Canada Agency Support Switzerland

Mo-Fr 09:00-12:00 13:00-17:00

Tel: 043 816 31 61

[email protected]

Our Swiss Agency Support team provides help in regards to:

-Reservations & ticketing

-Special requests (pet in cabin AVIH, seat reservations, medical etc.)

-Group offers & reservations [email protected]

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Air Canada Travel Agency Support & Customer Relations

Our Concierges offer services to:

● International Business Class customers, VIP, Super Elite 100K

Services Offered:

● Assistance with checking-in, departures, connecting flights, arrivals

● Last minute assistance

● Concierges will attempt to satisfy any reasonable customer’s request

Available at 23 International Airports (ZRH/GVA), 10 Canadian and 7 US

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Concierge services

Star Alliance member Air Canada Travel Agency Support & Customer Relations

Transit

-Europe to Canada Domestic: No bag collection

-Europe to USA: No bag collection/US immigration will take place in CA

Vancouver

-New direct flight from Zurich to Vancouver in summer 2018

-3 flights per week with our Dreamliner

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Transit at our Canadian hubs (YYZ/YUL)

Star Alliance Member CarriersTravel Agency Support contact detailshttp://www.staralliance.com/en/ch-airlines

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Star Alliance Member CarriersCustomer Relations Member Airline contact details http://www.staralliance.com/en/contacts#customerrelations

Sta

r A

llian

ce A

mba

ssad

or C

lub

Ses

sion

Zur

ich

-22

Sep

tem

ber

2017

Airline sales part: Travel Agency Support & Customer Relations

Documents

Transcript of Airline sales part: Travel Agency Support & Customer Relations