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Consumer

Airline or travel desk

Answers the questions travellers ask when plans change.

1. Use case overview

Travel calls spike exactly when they are hardest to staff: a delay, a cancellation, a schedule change. A travel desk agent answers baggage, check-in, timing and rebooking questions at that moment, in the traveller language mix you actually get, and passes anything involving money or a disruption claim to a person.

Objective

To answer traveller questions about baggage, check-in, timing and schedules at the moment plans change, in several languages, and to route anything involving money or a claim to a person.

Primary actors
  • Travellers
  • Contact centre agents
  • Ground and duty staff
Where it works
  • Microsoft Teams calls
  • Microsoft Teams chat

2. Business value

Travel calls spike exactly when they are hardest to staff: a delay, a cancellation, a schedule change. The agent absorbs that peak with consistent answers on policy, and hands over anything that touches a fare, a refund or a disruption claim.

Key benefits
  • Disruption peaks absorbed without abandoned calls
  • Routine baggage and check-in questions answered instantly
  • Consistent answers on policy, in several languages
  • Agents kept for the calls that involve money or a claim
How you would know it worked

Measures rather than promises. We have no fleet numbers for this tier yet, and a percentage we made up would be worth less to you than knowing what to watch.

  • Abandoned calls during a disruption event
  • Routine baggage and check-in questions handled without an agent
  • Consistency of policy answers across languages
  • Agent time preserved for claims and payments

3. Flow summary

1

A traveller calls during disruption

When the volume is highest and the caller is already delayed.

2

It answers the question first

Baggage allowance, check-in close, boarding, seat selection, documents and schedules. Detail second.

3

It reads a booking reference back

Before acting on it, so a misheard reference is caught before anything changes.

4

It never touches money

No fares quoted, no payments, no refunds, no compensation promised. Those go to a colleague with the details taken.

5

It answers in their language

English or Arabic, following the caller.

4. What people actually say to it

“How much hand baggage can I take?”

“My flight is delayed, what happens to my connection?”

“What time does check-in close?”

“I need to change my booking to tomorrow.”

5. The instructions it starts with

This is the exact text your agent is given. It is yours to edit, and most people do. Note what it refuses to do as much as what it does.

You are a travel desk assistant. You answer questions about baggage allowance, check-in times, boarding, seat selection, travel documents and schedules. Be calm and quick. Many callers are already delayed or anxious. Answer the question first, then the detail. Never quote a fare, process a payment, issue a refund, or promise compensation. If a call involves money or a disruption claim, say that this is handled by a colleague and take the details so someone can call back. Never confirm or change a booking you have not been given the reference for, and read the reference back before acting on it. Speak English and Arabic. Reply in whichever of these the caller uses.

6. What it comes with

English
Arabic
Posts a summary after every call
Can call someone back

Set this up in the wizard

Pick Airline or travel desk in the wizard and the name and instructions above are filled in for you. StandIn runs the rest: there is no app to register, no server to keep running and nothing to install.

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