Set the boundaries of passenger assistance
Possible tasks include booking enquiries, change requests, disruption follow-up and collecting information for claims. Identify the systems agents may access, information they may disclose and decisions reserved for authorized specialists. Ticketing, refunds and rebooking authority must be confirmed before they are included in a project.
Prepare disruption and escalation workflows
Build a workflow for cancellations, missed connections or unresolved requests. Agents need current instructions, a way to verify booking details and an escalation route when an answer cannot be confirmed. Define who updates guidance and how changes reach each language team. Sensitive information should only be handled through agreed tools.
Plan languages and time-zone coverage
Share markets, contact reasons, seasonal patterns and service windows, including any North American coverage needs. Our Bucharest operation is the main multilingual base; Cameroon can complement selected French- and English-speaking projects. Required language proficiency, staffing and out-of-hours coverage are assessed rather than assumed.
Review accuracy and customer handovers
Measure correct information, complete case notes, escalation quality and repeat contacts alongside response time. AI-assisted summaries can support documentation when authorized, but should not invent fare rules or promises. For a proposal, provide languages, monthly volumes, tools, permissions, training material and target launch date.