MyAir Customer Service — Expert Operational Guide

MyAir Customer Service (established 2010) supports a network of regional and international routes and serves approximately 18 million passengers per year (2024 projection). The customer service organization is structured to provide 24/7 coverage across phone, email, web, mobile app, and social media channels, and is measured against strict Service Level Agreements (SLAs) and regulatory requirements (EU261, US DOT and Montreal Convention where applicable). This document explains practical procedures, metrics, contact methods, and escalation paths so operations staff, supervisors, and partners can run a reliable, auditable service.

Primary public contact points include a toll-free North America number +1-800-555-0199, a UK/EU support number +44 20 7946 0958, an Asia-Pacific hub +61 2 8015 6600, an email address [email protected], and the customer portal at https://www.myair.com/support. Corporate headquarters and claims correspondence is routed to MyAir Customer Relations, 100 Customer Way, Anytown, USA 10001 (business hours 09:00–17:00 EST for postal items).

Contact Channels and Response Standards

MyAir operates an omnichannel contact strategy: phone (voice), email (ticketing), live chat (web/app), social inbox (Twitter/Facebook/X/Instagram), and self-service (FAQ and automated refunds). Target SLAs are: phone service level 80/20 (80% of calls answered within 20 seconds), average speed to answer (ASA) < 20 seconds, email first response within 8 hours, live chat initial response < 60 seconds, and social media response within 90 minutes during business hours. Outside peak times, automated responses and status pages (https://status.myair.com) provide flight disruption updates.

Operational KPIs tracked weekly include Average Handle Time (AHT) 9–12 minutes, First Contact Resolution (FCR) target 78%, Net Promoter Score (NPS) target 50, and Customer Satisfaction (CSAT) target ≥4.2/5. Call volumes are seasonal: average daily inbound calls 23,000 in high season (July–Aug) and 6,500 in low season (January), with email tickets averaging 12,000/month. Forecasting is performed using a 24-month rolling window and Erlang C models for staffing.

Phone Channel: IVR, Scripts and SLA Enforcement

The Interactive Voice Response (IVR) is limited to three tiers to avoid customer frustration: 1) Flight status and schedule changes (automated), 2) Booking and refunds (agent-assisted), 3) Baggage and claims (specialist queue). IVR menu labels are numerical and short to reduce abandonment. Example IVR greeting: “Welcome to MyAir. For flight status press 1, for bookings press 2, for baggage claims press 3.” Average abandonment is maintained <6% via dynamic callback offers.

Agent scripts are short, containing verification checkpoints (booking reference — 6 alphanumeric characters; last name; flight number), the targeted resolution timelines, and any fees. Standard agent script excerpt: “I see booking reference ABC123; can I confirm the passenger’s full name and the last four digits of the payment card? I will file a refund/claim now. Expected refund processing time is 7–14 business days.” Call recordings are retained for 18 months for quality and regulatory audits.

• Required information for common requests: Booking reference (PNR, 6 characters); passenger full name as on ticket; flight number (e.g., MY123); travel date; contact phone/email; proof of purchase for refund/claim (receipt/credit card statement); passport for international ticket changes. Refund fee policy: standard administrative fee $50 for voluntary cancellations on non-refundable fares; refundable fares incur no fee. Voucher issuance: value equals unused fare portion, valid 12 months from issue.

Refunds, Compensation and Regulatory Compliance

Refund processing is managed through a centralized ticketing engine integrated with the payments gateway. Standard timeline: refunds initiated within 5 business days of approval and completed to the original payment method within 7–14 business days (credit card networks occasionally add settlement delays of up to 30 days). Voucher refunds (if accepted) are issued electronically within 48 hours and include a redemption code and expiry date. Refund amounts reflect fare, taxes, and less any permitted fees; ancillary fees (seat selection, food) are refundable per fare rules.

When flights are disrupted, MyAir applies relevant regulations. For EU flights covered by EU261, compensation ranges from €250 to €600 depending on distance and delay length. For international claims governed by the Montreal Convention, baggage liability is limited to 1,288 Special Drawing Rights (SDR) — current equivalent published by IATA (check yearly adjustment). Agents are trained to reference the correct regulation (EU261, DOT, Montreal) and document the decision for each case; typical compensation processing is completed within 30 calendar days for validated claims.

Baggage Claims and Lost/Damaged Procedures

Baggage claims follow industry norms and treaty limits. For delayed baggage, passengers must report within 21 days under the Montreal Convention; for damaged baggage, report within 7 days. Initial baggage reports are filed at the airport’s lost & found desk and a Property Irregularity Report (PIR) number is issued. Remote claims require submission of PIR, boarding pass, luggage tags, and receipts for damaged items. Settlement offers are calculated by depreciated value and subject to the 1,288 SDR limit.

Operational notes: MyAir targets acknowledgment of a baggage claim within 24 hours and a funding decision within 14 business days. If additional investigation is required, interim updates are provided every 7 calendar days. Baggage claims team hours are 07:00–23:00 local at key hubs; for escalations, use [email protected] and reference the PIR number, PNR, and photographs of damage.

• Escalation sequence & templates: 1) Level 1 (Agent) — resolve within 24–72 hours. 2) Level 2 (Supervisor) — response within 48 hours; subject line: “Escalation: [PNR ABC123] – Supervisor Review Requested.” 3) Level 3 (Customer Relations) — response within 7 business days; subject line: “Formal Complaint: [PNR ABC123] – Urgent.” Include chronology, supporting documents, compensation calculation, and desired outcome. If unresolved, provide ADR/ombudsman options and regulatory filing instructions per jurisdiction.

Digital Self-Service, App Integration and Automation

MyAir’s mobile app (iOS/Android) provides real-time flight tracking, push notifications, digital boarding passes, self-serve refunds for eligible fares, and a chat interface that escalates to an agent when needed. The app uses OAuth 2.0 for authentication and integrates with Salesforce Service Cloud and a ticketing layer (Zendesk or equivalent) to ensure single-customer view across channels. Automated workflows handle 35–40% of routine inquiries (flight status, baggage status, voucher redemption) using natural language understanding (NLU) and pre-built decision trees.

Automation SLA targets: successful self-service completion rate ≥85%, erroneous automation fallback rate <5%. Refund auto-approvals are enabled for purchases that meet three conditions: refundable fare, identical roundtrip itinerary, and no third-party add-ons. Those approved are routed to payments with a single API transaction to minimize manual handling and fraud risk.

Quality Assurance, Training and Continuous Improvement

Quality is enforced through structured QA programs: new-hire training 120 hours (40 classroom, 80 on-the-job), ongoing certification every 6 months, and sampling of 3% of interactions for scoring against a 20-point rubric (verification, tone, accuracy, resolution, next steps). Supervisors run weekly root-cause analysis of top 10 complaint reasons; typical fixes include IVR wording changes, knowledge base updates, and fare-rule clarifications.

Performance analytics drive resource planning: cost per contact averages $2.50 for digital channels and $6.80 for voice channels; using these metrics and a forecast of 8,000 peak calls/day, staffing models estimate a need for ~160 FTEs on peak days including shrinkage and breaks. Continuous improvement cycles run quarterly and produce measurable reductions in repeat contacts (target -12% year-over-year) and average handle time (target -8% YOY).