Airline Sales Part: Travel Agency Support & Customer Relations
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ssion Zurich - 22 September 2017 Airline sales part: Travel Agency Support & Customer Relations Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Member Carriers Star Alliance Ambassador Club Session Zurich - 22 September 2017 Star Alliance Ambassador Club Session Zurich - 22 September 2017 Star Alliance Ambassador Club Session Zurich - 22 September 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 Already available Coming soon • Penalty waivers • Banking • Economy Plus seat assignment Examples are for illustrative purposes only. Screen views, reports and capabilities may vary by user. Star Alliance Ambassador Club Session Zurich - 22 September 2017 Star Alliance Member Carrier’s Travel agency support & customer relations THAISON CHUNG Regional Corporate Sales Manager Mobile: 079 880 48 48; e-mail: tchung@thy.com SEYMA HASDEMİR Corporate Sales Phone: +41 (0) 44 225 23 63 e-Mail: shasdemir@thy.com ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Ambassador Club Session Zurich - 22 September 2017 Star Alliance Member Carrier’s Travel agency support & customer relations THAI Agency Helpdesk Email: helpdesk@thaiair.ch Phone: 044 215 65 00 Our Reservations Team: Mauro Zappa – Reservations Supervisor Carina Sifrig (Groups) Esther Steinacher (ROP) Noelle Bruni Auanchit Zagorski (Khem) Kingkan Fischer (Kaek) ssion Zurich - 22 September 2017 Customer relations: Mrs. Silvia Stoll Email: silvia.stoll@thaiair.ch Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Ambassador Club Session Zurich - 22 September 2017 TRAVEL AGENCY SUPPORT CUSTOMER RELATIONS Contacts ‐ Germany| Austria | Switzerland End customers 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 Victoria ‐ Frequent Flyer Frequent Flyer |Victoria Programm DE | AT: +49 69 5098 5056 CH: +41 (0) 44 654 52 36 www.tapvictoria.com Star Alliance Ambassador Club Session Zurich - 22 September 2017 Contacts – TAP Travel Agency Group/Help Desk CH HELP DESK Mo. ‐ Fr.: 09:00 ‐ 17:30 TEL: 0844 800 838 within Switzerland E‐MAIL: tap.switzerland@tap.pt Carla Silva Luis Letra Luiz Klaudio Costa Emil Sigg Sales Support Assistant Sales Support Assistant Sales Support Assistant Sales Support Assistant GROUP DESK SWITZERLAND ONLINE GROUP QUERIES FROM 10 PAX THROUGH – http://groups.flytap.com Group Department email for ZRH departures (DE/EN) groups.zrh@tap.pt Group Department email for GVA departures (FR/EN) groups.gva@tap.pt Star Alliance Ambassador Club Session Zurich - 22 September 2017 District Sales Managers Switzerland Geneva Zurich João Roque Antonio Reis jroque@tap.pt acreis@tap.pt Star Alliance Ambassador Club Session Zurich - 22 September 2017 Star Alliance Ambassador Club Session Zurich - 22 September 2017 Star Alliance Member Carrier’s Travel agency support & customer relations Singapore Airlines - Travel Agency Support 10 staff in Zurich reservation office ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Member Carrier’s Travel agency support & customer relations Singapore Airlines - Travel Agency Support ssion Zurich - 22 September 2017 singaporeair.com/en_UK/ch/plan- travel/local-promotions/ch-travel- agent-infopages Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Member Carrier’s Travel agency support & customer relations 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. ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Ambassador Club Session Zurich - 22 September 2017 SAS – Scandinavian Airlines Travel agency support & customer relations SAS Travel agency support for Europe is handled by dedicated staff in Tallin. SAS offers support in all relevant languages. SAS Switzerland Travel Agency Support Phone: 0848 117 100 Open 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 procedures www.sassalesinfo.com (new look as per November 2016) Login with username and password required. Website can be personalized with favorite links. ssion Zurich - 22 September 2017 SAS Customer Care www.flysas.com/feedback Upload supporting documents incl. bank account number, etc. SAS follows EU regulations regarding to delays and cancellations. Star Alliance Ambassador Club Se Alliance Ambassador Club Star SAS – Scandinavian Airlines Travel agency support & customer relations You can also stay in touch with SAS via social media: ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Ambassador Club Session Zurich - 22 September 2017 Star Alliance Member Carrier’s Travel agency support & customer relations LHG Agency Support CH – Contact Details and Team Overview ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Member Carrier’s Travel agency support & customer relations LHG Agency Support CH – Call Volume April-August2017 (5months, all CH) ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Member Carrier’s Travel agency support & customer relations LHG Group Desk CH – Contact Details and Team Overview ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Member Carrier’s Travel agency support & customer relations LHG Customer Service – Contact Details https://www.swiss.com/customerfeedbackservices Swiss International Air Lines Customer Feedback Services P.O. Box 2013 8032 Zurich Switzerland www.lufthansa.com/ch/en/feedback customer.relations@lufthansa.com Lufthansa German Airlines Customer Feedback P.O. Box 710234 D-60492 Frankfurt www.austrian.com/feedback ssion Zurich - 22 September 2017 feedback@austrian.com Austrian Airlines Feeback Management Postfach 33 AT-1300 Flughafen-Wien Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Ambassador Club Session Zurich - 22 September 2017 Star Alliance Member Carrier’s Travel agency support & customer relations LOT Polish Airlines Agency Help desk : 043 817 66 60 Asd_de@lot.pl Dedicated sales support in FRA Groups : +49 69 24 00 10 00 Customer relations : passenger.claims@lot.pl Baggage : ssion Zurich - 22 September 2017 Baggage.indemnity@lot.pl Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Ambassador Club Session Zurich - 22 September 2017 Star Alliance Member Carrier’s Travel agency support & customer relations Air China Travel agency support Provided by Air China Zurich and Geneva office Contact: Mo-Fr by mail and phone Air China and travel agencies: cooperation as partners Support in terms of o General questions: baggage, through check-in, aircraft, etc o Specific requests: refund, name change, quotation, fare, seat reservation, etc o Group travel Events o «Lunch & Learn» ssion Zurich - 22 September 2017 o NEW: cabin visit o NEW: business class meal tasting Zurich office: info@airchina.ch / +41 44 213 6080 Geneva office: gva@airchina.com / +41 22 717 8651 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Member Carrier’s Travel agency support & customer relations Air China 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 case o Assumption of every case PAX based in Switzerland ssion Zurich - 22 September 2017 o Individual solution process Zurich office: info@airchina.ch / +41 44 213 6080 Geneva office: gva@airchina.com / +41 22 717 8651 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Ambassador Club Session Zurich - 22 September 2017 Air Canada Travel Agency Support & Customer Relations Travel Agency Support Air Canada Agency Support Switzerland Mo-Fr 09:00-12:00 13:00-17:00 Tel: 043 816 31 61 saleszrh@aircanada.ca 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 groupszrh@aircanada.ca ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Air Canada Travel Agency Support & Customer Relations Concierge services 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),