Notify Agent

Select how often (in days) to receive an alert:

Handles the flight alerts and disruptions across Air Arabia three hubs by executing alert process, identifying problems and disruptions, recommending and implementing effective solutions to ensure positive corporate image thereby leading to enhancing customers’ experience and increasing sales, whilst productivity is in line with set measures and company’s adopted policies and procedures.

• 1. Responds and resolves inquiries, modifications, cancellations and customer complaints to ensure customers’ satisfaction.
• 2. Handles delayed flights in terms of connection inquiries, availability of alternate flights, and hotel accommodation for long transits. Coordinates with Operations/Dispatch on necessary changes and approvals.
• 3. Resolves customer complaints received from Customer Relations Management Section pertaining to over bookings, fraud bookings, flight delays, flights interlining, cancellations, misconnections, etc. ensuring proper solutions are applied as per adopted policies and procedures. Escalates complaints to respective departments for settlement as needed.
• 4. Verifies the validity and nature of complaints; processes and follows up on cancellations, refund payments and credit reimbursements in coordination with Finance Division ensuring corrective measures are processed and applied as per adopted policies and procedures.
• 5. Employs negotiation skills to convince internal or external partners/passengers to accept changes on flight dates for planned alerts resulting from flight overbooking; freezes bookings in case of misconnections ensuring passengers are protected on alternative flights.
• 6. Follows up on schedule changes and un-planned notifications to all stakeholders using SMS and email alerts; rectifies misconnections in case of cancellations, delays and early departures by coordinating with Operations/Transfer Desk.
• 7. Handles all correspondences related to schedule changes and keeping the stakeholders (Alpha Catering Group, GSA’s, Call Centre Agents, Sales Support & Sales Office) informed.
• 8. Communicates and shares the PNLs (Passengers Name List) and ADLs (Additional Name List) pertaining to all hubs in case of errors in Sharjah (E5, 3O, G9).
• 9. Notifies Operations with Short Connections for early departures (less than 40 minutes) that do not appear on the DCS.
• 10. Identifies the “No-Show Passengers” due to flight changes with respective airports; modifies bookings and processes refunds; handles the re-bookings of sick passengers/ mentally unstable/ family of deceased.
• 11. Handles network re-bookings of all (DBP), denied
  -boarding passengers, caused by over bookings of flights. Responds to Visa Check Team/ Outstations emails and requests related to holding PNRs due to INAD cases resulting from visa issues, blacklisted, false visa, etc.
• 12. Monitors SMS delivery system report; coordinates with ISA support and IT team to rectify errors in reservations system or PNR's and SMS delivery failure if any.
• 13. Prepares function- related statistical and performance weekly/monthly reports such as DNB's (Denied Boarding Passengers due to overbooking), Insurance Refunds, and SMS/Email sent Notifications.