Heena Parveen M

IXIGO an airline company Customer Assistance: Provide support to customers via phone calls, addressing inquiries, concerns, and complaints related to airline or services. Problem Resolution: Listen to customers' issues attentively, analyze problems, and offer effective solutions or troubleshooting steps to resolve issues promptly. Passenger Assistance: Provide assistance and support to passengers before, during, and after their travel, including check-in, boarding, and disembarkation processes. Ticketing and Reservation Support: Assist passengers with ticket purchases, changes, cancellations, and seat assignments, ensuring accuracy and compliance with airline policies and procedures. Baggage Handling: Assist passengers with baggage check-in, tracking, and retrieval, and resolve any issues related to lost or damaged luggage in a timely manner.
Flight Information: Provide passengers with up-to-date information on flight schedules, delays, cancellations, gate changes, and connecting flight options, both in person and via phone or email. Customer Inquiries: Address passenger inquiries, concerns, and complaints regarding flights, fares,
policies, and services, and provide timely and accurate resolutions or alternatives as needed.
Special Assistance: Coordinate special services and accommodations for passengers with disabilities, medical conditions, or other special needs, including wheelchair assistance, priority boarding, and onboard assistance. VIP and Elite Customer Service: Provide personalized assistance and special privileges to VIP and frequent flyer passengers, including lounge access, priority check-in, and dedicated customer service support. Security and Compliance: Ensure compliance with airline security regulations and procedures, including identity verification, baggage screening, and adherence to TSA and international security protocols. Crisis Management: Handle emergency situations, such as flight diversions, medical emergencies, or weather-related disruptions, by providing clear communication, assistance, and rebooking options to affected passengers. Cross-functional Collaboration: Collaborate with other departments, including flight operations, ground handling, and maintenance, to coordinate passenger services and resolve issues efficiently. Sales and Promotion: Promote airline products, services, and loyalty programs to passengers, and upsell ancillary products such as seat upgrades, onboard amenities, and travel insurance.
Training and Development: Participate in ongoing training and development programs to enhance product knowledge, customer service skills, and job performance, and stay updated on industry trends and regulations