مساعدة موظفي مركز الاتصال
FCR Navigator
ONE GUIDED CASE PATH
Start with what the customer needs
Search a request and booking source, or choose from the sections below.
Select the customer request
Flight Change
Date, destination, rebook, upgrade, split and related requests
Schedule Change
Confirmation, change, acceptance, cancellation or involuntary refund
For FCR / Green, trained agents with the required access continue the detailed process; other agents transfer the chat temporarily to FCR.
Special Request
Seat, baggage and boarding special handling
Cancellation / Refund
Void, normal fare rules, medical or death and other cancellation requests
Name / Passenger Details
Name correction, rebook and Wenrix name requests
Pre-booked Services
Seat, baggage and boarding issuance or cancellation
SSR / Assistance
Wheelchair, meals, pet and frequent-flyer requests
FLIGHT DESK / KB QUICK GUIDE
Find the exact approved topic fast.
Quick guidance with direct links to the full KB topics. · 9 complete reference tables
Training Update · Quick hints
Self-Service Requests
Quick guide steps
- 1Live WB Bot + Cancellation: if Smart Booking works, direct the customer to My Trips → Manage My Booking → Cancel Booking Request and use Case Resolution = Directed to App. If Smart Booking fails, take the action normally.
- 2Live WB Bot + Baggage: My Trips → Manage My Booking → Add Services → Add Baggage → select passenger and weight → Add → Request Baggage; use Case Resolution = Directed to App.
- 3Live WB Bot + Seat Selection or Boarding Pass: use My Trips → Manage My Booking → Add Services, then open the matching service; use Case Resolution = Directed to App.
- 4Almatar LiveChat Transfer V1: take the requested action normally from the agent side and do not redirect the customer to the app.
Applies to Sabre, Flynas and Flyadeal. Always distinguish Live WB Bot from Almatar LiveChat Transfer V1 before choosing the action.
FLIGHT DESK / CALCULATOR
Calculate Everything
Refunds, collections, Cash + Points, methods and SLA in one workspace.
Schedule Change
All amounts in SAR for the affected passengers combined. Amounts are a worksheet, not eligibility approval.
Earned points unavailable for deduction?
CALCULATED NET REFUND
— SAR
- 1Use after the applicable airline/schedule-change eligibility is confirmed. For partial GDS, price the used portion first.
- 2Refund through Backoffice. Under the shared process, do not cancel or modify the GDS, portal or airline booking.
- 3SKD-Change Cancellation → Action Done → Commercial = Yes. For the eligible portal-alternative path, use Documentation → Action Done → Commercial = Yes.
Split the confirmed refund
Use actual booking payment values. Enter each confirmed wallet refund portion; the remaining amount is cash.
Enter 0 for an unused portion. No automatic proportional split: the supplied flight sources do not define one for every partial refund.
SEPARATE REFUND TRANSACTIONS
Complete the payment values and confirmed split to see each transaction.
- 1Process the confirmed wallet portions first, then the remaining cash in a separate transaction.
- 2Wallet → Single Fund → Refund → Customer Service → Cancellation/Wallet Refund. Confirm through email OTP; refresh the wallet.
- 3Document the completed wallet transaction and mark the refund as already processed to prevent duplication.
Refund method & timing
Instant refund
8–15 business days to reflect in the receiving account.
- 1Process Instant Refund after the applicable cancellation; provide the refund reference.
- 2Cancelled / Partially Cancelled booking → Process Instant Refund. Refund only the eligible cash portion.
- 3Enter the existing case, refund amount, reason and notification language; confirm and link the automatic refund case.
- 4Give the customer the RF/RRN reference. Failed refund → automatic Finance case.
Commercial / FCR case SLA
Supplier-specific handling duration. This is separate from bank settlement and the time remaining before departure.
| Case type | Handling SLA |
|---|---|
| Change / Split | 48 hours |
| Change / Add Infant | 48 hours |
| Cancellation / Void | 24 hours |
| Cancellation / Split | 48 hours |
| Cancellation / Normal Fare Rules | 48 hours |
| Cancellation / Medical or Death | 48 hours |
| Name Correction ≤3 letters (Training scope) | 48 hours |
Commercial requests generally require more than 48 hours before departure. Exceptions: SKD cancellation, PK Fare Void and Atlas Void. A handling SLA does not override this lead-time condition.
Only listed supplier/case combinations receive these SLAs. No calendar due date is calculated because a holiday/business-day calendar was not supplied.
Points converter
100 points = 1 SAR
—
Permanent refunds have no expiry.
Jawwak earning estimate
Use the actual customer tier and eligible spend. This is earning, not a refund entitlement.
Promotional points · credited after the flight is completed · 2-year validity
Earned points when cancelling
Check the actual booking-earned points. Already deducted automatically → no second deduction. Still in wallet → deduct those points. Unavailable → use the confirmed value adjustment in the refund worksheet.
QUICK PATH
Build the case path
Choose from each list to reveal the next valid step.
FINAL RESULT
The existing result will appear here
Complete the available lists to see the same Start a Case result.
دليل الألوان
ألوان المسار والملكية منفصلة عن المعنى الإجرائي.المسار
- أخضرFCR
- أحمرCommercial
- أصفرشركة الطيران
- أسود / داكنخارج النطاق
إجرائي / معلوماتي
- بنفسجي / لافندرتحقق / تنفيذ
- وردي / ماجنتاإجراء / معالجة
- أصفر هادئإغلاق / إنهاء
- برتقاليمطلوب / انتباه إلزامي
- أخضر هادئنجاح / نتيجة
- أحمر هادئ / ورديلا تفعل / تحذير
- أزرق هادئمعلومات / مهم
- محايدتعليمات اعتيادية