Airline Sales Part: Travel Agency Support & Customer Relations
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 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 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: [email protected]
SEYMA HASDEMİR Corporate Sales Phone: +41 (0) 44 225 23 63 e-Mail: [email protected] 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: [email protected] 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: [email protected] 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: [email protected] 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) [email protected] Group Department email for GVA departures (FR/EN) [email protected]
Star Alliance Ambassador Club Session Zurich - 22 September 2017 District Sales Managers Switzerland
Geneva Zurich João Roque Antonio Reis [email protected] [email protected]
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 Singapore Airlines Star TravelMember Carrier’s Alliance relations & customer support agency agent-infopages travel/local-promo singaporeair.com tions/ch-travel- /en_UK/ch/plan- - Travel Agency Support Travel Agency -
Star Alliance Ambassador Club Session Zurich - 22 September 2017 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 [email protected] Lufthansa German Airlines Customer Feedback P.O. Box 710234 D-60492 Frankfurt
www.austrian.com/feedback ssion Zurich - 22 September 2017 [email protected] 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 [email protected]
Dedicated sales support in FRA Groups : +49 69 24 00 10 00
Customer relations :
Baggage : ssion Zurich - 22 September 2017
[email protected] 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: [email protected] / +41 44 213 6080 Geneva office: [email protected] / +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: [email protected] / +41 44 213 6080 Geneva office: [email protected] / +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 [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] 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), 10 Canadian and 7 US ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance member Air Canada Travel Agency Support & Customer Relations Transit at our Canadian hubs (YYZ/YUL)
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 ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Member Carriers Travel Agency Support contact details http://www.staralliance.com/en/ch-airlines ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star Star Alliance Member Carriers Customer Relations Member Airline contact details http://www.staralliance.com/en/contacts#customerrelations ssion Zurich - 22 September 2017 Star Alliance Ambassador Club Se Alliance Ambassador Club Star