CC-Customer Service

Flight disruption//flight cancel//full refund on call with

Flight Disruption/Flight rescheduled due to operational reasons from our end /movement done/verification done/on-call with PAX'S FLIGHT GOT CANCELED PAX WANTED TO RESCHEDULING THE FLIGHT. The pax flight got canceled and he wanted a full refund. pax flight got rescheduled pax wanted to rescheduled the flight pax receive the message that his flight is delayed pax flight got prepone and Pax wanted to cancel the booking and wanted a full refund pax wanted to revise the time of the flight pax was unable to select seats and download the boarding pass pax wanted to cancel this booking pax wanted to know about the corporate meals and seats pax also wanted to know about the rescheduling charges Informed Pax about rescheduling charges pax wanted to do a name correction pax wanted to know about the refund status pax was unable to do web check-in pax wanted to do a web check-in pax wanted to reschedule the flight pax wanted to know about the terminal pax wanted to know the gate number pax wanted to know about the flight status pax wanted to know about the PNR status pax wanted the updated e-ticket pax wanted to add a wheelchair till the cabin pax wanted to add a wheelchair up to the stairs pax wanted to add a wheelchair till the ramp pax wanted to add excess baggage pax wanted to select meals pax wanted to select seats pax wanted sector change pax wanted to know the pet policy pax wanted to know about the baggage policy pax wanted to enquire about the pet policy pax wanted to checked booking is confirmed or not pax was unable to fetch the detail from website pax wanted to purchase the seat pax wanted know how to download e ticket pax wanted know that why many pax are travelling in his PNR pax wanted check fairs of flights pax receives message that auto seat assign has been fail so he will get seat or not pax wanted to reschedule under dgca and was helped with the same pax wanted to cancel under dgca policy pax wanted to why many pax travelling in his PNR pax flight got hold cancel pax wanted check check in done or not pax make payment of the seats/meals payment has been debited but seat/meal is not selected and not show in system also TA wanted to check auto PNR TA wanted know about passenger status

informed to download the updated e-ticket from the website. informed to download boarding pass from website inform pax hence its a series booking contact TA for rescheduling. informed pax revise time of flight informed pax that seats are auto-assigned informed pax that they will get the boarding pass at the airport informed pax about the international excess baggage policy as it was an agency booking, transferred the call to Akasa agency care for cancellation Pax wanted to know the cancellation charges so was transferred to akasa agency care as it was an agency booking, transferred the call to Akasa agency care for rescheduling as it was a corporate booking, transferred the call to Akasa Agency care to add the meals as it was a corporate booking, transferred the call to Akasa Agency care to add the seats did name correction for pax informed pax name correction is only possible 24 hours from the booking added comment from my side but informed pax that it would be the airport authority's call as there were no updates regarding the flight rescheduled on the naviatire, informed pax to give us a call back in 24 hours cancelled the flight for pax under flight disruption informed pax she is eligible for a full refund and free rescheduled informed pax about the terminal informed pax about the flight status informed pax about the PNR status

( Refund Related ) informed pax about the refund status informed pax to mail us at info@akasaair.com for refund status informed pax to contact ta for a refund as it was already initiated from our side informed that a refund will be given under 7-10 business working days informed pax to contact ta and informed him to mention passenger's full name informed pax to contact ta T guided pax on how to download the updated e-ticket from the website informed pax to reach the airport and get it switched according to the availability as all seats were showing occupied informed pax that it was a series booking and the travel agency is yet to update the names of the passenger informed pax to get it rescheduled from the airport as it was too close to the departure informed pax that the booking could not be canceled as it was too close to the departure Hence its a series booking (group booking) that why many pax is traveling with u ask pax to call us within some time because the time is not updated yet informed booking is confirmed select the seat as pax requested informed he have to do counter check in due to some issue u have to do counter check in and get free seats informed title correction is not that mandatory because its don't show on boarding pass informed pax fairs of flights informed pax check in already done informed sector change is impossible we cant do it informed pax to do counter check in and get free seats informed pax that wheelchair is added in this PNR that's why u are unable to check in informed pax to mail us on info screenshot of that money has been debited and u will get revert back within 24/48 hours informed check in done informed pax that for no show mail us on akasaagnecycare@aksaair.com for refund and no show refund guide pax from website for e ticket check the payment of hold cancel the payment hs been come updated it in the PNR checked auto PNR as TA requested and informed NO PNR is generated checked auto PNR as TA requested and informed auto PNR informed TA passenger status informed pax that the boarding pass will be mailed to the registered email ID 6 hours before the departure Pax wanted to do web check-in did web check-in for pax sent boarding pass to pax as pax requested sent e-ticket to pax informed pax about the baggage policy informed pax about the gate number took verification from pax

( Wheelchair Related ) added wheelchair for pax till the cabin Told pax to reach the airport 2 hours prior to do counter check-in took verification from pax informed to download the updated e-ticket from the website. added wheelchair for pax till the ramp Told pax to reach the airport 2 hours prior to do counter check-in took verification from pax informed to download the updated e-ticket from the website. added wheelchair for pax till the stairs Told pax to reach the airport 2 hours prior to do counter check-in took verification from pax informed to download the updated e-ticket from the website. added excess baggage for pax added meals for pax added the seat for pax informed pax about the pet policy informed pax about the baggage policy as it was a series booking told pax to contact ta for rescheduling transferred the call to the pet team

pax wanted to cancel this booking due to flight disruption canceled the flight for pax under flight disruption and initiated the full refund Flight Disruption/Flight rescheduled due to operational reasons from our end/Initiate Full Refund Flight Disruption/Flight rescheduled due to operational reasons from our end/Movement done Flight Disruption/Flight canceled due to operational reasons from our end/Initiate Full Refund Full Refund/flight Disruption

added the seat for pax did web check-in for pax sent boarding pass to pax

pax flight got canceled due to flight disruption pax was asking for compensation

Flight disruption/ Time change/ Re-accomdation Case Type - Flight Disruption Case Sub-Type - Flight Rescheduled Case Sub-Type 2 - NA Case notes: As it was disrupted, the flight was rescheduled Pax was not comfortable with the timings, he/she wanted an alternate option Resolution notes: Flight movement done due to flight disruption Informed pax to download the revised e-ticket Pax agreed Initiated full refund due to flight disruption Informed pax refund would be reflected within 24 - 48 hrs to TA portal, contact your TA for further reference. (in case of AG booking) Informed pax refund would be reflected to your original mode of payment within 7-10 working days. (in case of R1 / R2 / R4 booking) Pax agreed Extra notes: Pax wants to reschedule the flight under disruption Flight rescheduled due to flight disruption helped Pax reschedule the flight under disruption Flight Disruption/Flight rescheduled due to operational reasons from our end /movement done/verification done/on-call with

Flight cancellation Case Type - Flight Disruption Case Sub-Type - Flight Cancelled Case Sub-Type 2 - NA Case notes: As it was disrupted, the flight was canceled Pax was not comfortable with the cancellation, he/she wanted an alternate option Resolution notes: Flight movement done due to flight disruption Informed pax to download the revised e-ticket Pax agreed to initiate a full refund due to the flight disruption Informed pax refund would be reflected within 24 - 48 hrs to TA portal, contact your TA for further reference. (in case of AG booking) Informed pax refund would be reflected to your original mode of payment within 7-10 working days. (in case of R1 / R2 / R4 booking) Pax agreed Extra notes: Pax wants to cancel the booking due to the disruption Informed and canceled the booking under disruption flight cancel Flight Disruption/Flight canceled due to operational reasons from our end /initiated the full refund/verification done /cancellation done/on-call with

Pax called to know the flight timings under disruption Informed the flight timing under disruption

full refund under flight disruption

Flight rescheduled due to flight disruption pax is very irate pax will call back again

pax want to divide the PNR for 2 pax and do the cancellation under the disruption PNR is divided

pax flight is delayed pax wanted confirmation that the flight was delayed or not pax flight is not delayed more than 2 hrs gave the information pax flight was delayed for 15 min but pax wants the full refund or free reschedule informed the pax that we can't provide the free reschedule and full refund informed the pax that we provide this on 2 hours of flight delay or 1 hour of prepone so CV

WEB CHECK-IN Case Type - Website & App Case Sub-Type - Unable to access / complete Case Sub-Type 2 - Check-in Case notes: Pax was unable to do web check-in Resolution notes: I did the check-in for Pax Informed pax to download the boarding pass from the website & reach the airport 2hr prior to departure Pax agreed Informed pax as series booking is made, the names of pax haven't been updated yet, contact your TA for further reference Pax agreed Informed pax web check-in can only be done 48 prior to departure. Pax agreed Extra notes: Pax called to do a web check-in Informed Pax to contact his travel agent to add the name in the given PNR after that they can do web check-in pax wants to check whether the web check-in is done or not gave the confirmation for the pax

AUTO CHECK-IN Case Type - Website & App Case Sub-Type - Unable to access / complete Case Sub-Type 2 - Check-in - seat select (Auto Assign) Case notes: Pax was unable to do web check-in Resolution notes: Informed pax seat hasn't been selected, so that's why check-in hasn't been done Done the auto check-in for pax Informed pax the boarding pass will be received within 6 hrs prior to departure or he/she will have to collect it from the counter. Pax agreed Informed pax as series booking is made, the names of pax haven't been updated yet, contact your TA for further reference Pax agreed Informed pax auto check-in can be done between 48 hours and 6 hours prior to departure. Pax agreed

UNDO CHECK-IN Case Type - Contact Centre Case Sub-Type - Offload (check-in) Case Sub-Type 2 - NA Case notes: Pax wanted to do an undo check-in Resolution notes: Done the Undo check-in for pax Pax agreed Informed pax as the series booking is made, the names of pax haven't been updated till yet, contact your TA for further reference Pax agreed As pax failed to give the verification for undo check-in Informed pax to contact the TA Pax agreed

WHEELCHAIR: Disposition Case Type - Add-ons Services Case Sub-Type -Fulfillment of Services Case Sub-Type 2 - Wheelchair Case note: Pax wanted to add the wheelchair service Resolution notes: Added the wheelchair service Informed pax to download the revised e-ticket & do counter check-in & reach 2hr prior to departure Pax agreed Extra information: Pax wanted to add a wheelchair added wheelchair for the Pax gave the relevant information pax wants to know about the assistance pax want to know about the wheelchair that is given to both sectors or not informed the pax that we gave the wheelchair to both sectors

RESCHEDULE: pax wanted to know about rescheduling charges transferred the call to AG as it was an agency booking Pax wanted to reschedule the booking transferred the call to the agency care center Pax wanted to reschedule the flight as it was a TA booking transfer to Akasa Agency care Pax wanted to reschedule the booking rescheduled the booking for the Pax gave the relevant information

REFUND Case notes: Pax wanted to know the refund status Resolution notes: Informed pax refund has already been processed from our end, contact your TA for further refund status (In case of AG booking) Pax agreed Informed pax refund is initiated from our end, within 24-48 hrs it will be reflected in the TA portal, contact your TA for further reference (In case of AG booking) Pax agreed Informed pax refund has already been processed from our end, within 7-10 working days it will be reflected in your original mode of payment (in case of R1 / R2 / R4 booking) Pax agreed Informed pax refund is already initiated from our end ( in case of R1 / R2 / R4 booking) As the refund has been settled for a long time, pax wanted to talk with a supervisor Supervisor Call taken by (sup. name) Pax wanted to know about the refund status gave the information check within 7 to 10 working days informed to contact his travel agent Pax agreed

CANCELLATION Pax wanted to cancel the booking transferred the call to the agency care center Pax wanted to know the cancellation charges Informed the pax about the cancellation charges transferred the call to the agency care center Pax wanted to cancel the booking canceled the booking for the Pax gave the relevant information Pax wanted to know about the cancellation status gave the information cancellation is done under medical wavier as per pax request on the call with verification

INFANT: Pax wanted to add an infant an added infant for the Pax gave mandatory information Pax agreedCHILD Pax wanted to book a ticket for a child gave the information Pax agreed

E-TICKET Pax wanted a Ticket guided the website Pax got the E-Ticket

BOARDING PASS Pax didn't receive the boarding pass guide the pax sent him the boarding pass Pax didn't receive the boarding pass Inform them he will get his boarding pass 6hr prior to the departure Pax did not receive the boarding pass informed to do the counter check-in 2hr prior to the departure Inform them he will get his boarding pass 6hr prior to the departure informed to collect the boarding pass at airport 2hr prior to the departure

BOOKING CONFIRMATION: Pax called to confirm the booking gave the information Pax agreed

NAME CHANGE CaseType - Contact Centre Case Sub-Type - Complete information Case Sub-Type 2 - Name Correction Case notes: Pax wanted to do name correction from (pax name mentioned in PNR) to (new name of pax) Resolution notes: Done the name correction for Pax Informed pax to download the revised e-ticket Pax agreed Informed pax name correction won't be possible as it is more than 24 hours, so either we can cancel the ticket or else we can add a comment in PNR but the final call will be off airport refund Cancelled the ticket // Added the comment in PNR Pax agreed Informed pax name correction won't be possible as it is more than 24 hours, so either we can cancel the ticket or else we can add a comment in PNR but the final call will be off airport refund Pax didn't agree to the above option & requested a supervisor call Supervisor call was taken by (sup name)

E-TICKET Pax did not receive an E-ticket guided the website

NEW BOOKING: Pax wanted to make a new booking made a new booking for the Pax gave the information Pax wanted to group booking informed to mail at groups@akasaair.com

PET Case note: Pet Breed: Pet Name: Pet Age: Pet weight: Pet container : container Pax wanted to make a booking for pet and was said to mail on pets@akasaair.com

Resolution notes: Informed pax to mail all the docx. & container images to pets team, & they will get the revert within 24-48 hrs Provided all the details regarding pets in the cabin Pax agreed Pax wanted to add the pet slot Added the pet slot & provided the relevant details Informed pax to download the revised e-ticket Unrestricted breed: Informed pax of the relevant details regarding PETC / PETH Informed pax to mail the container images (in case pax has a soft container) Pax agreed CARGO COMPARTMENT: Informed pax of the relevant details regarding PETH Provided the cargo e-mail ID & informed them they will get the revert within 24-48 hrs Pax agreed

FLIGHT STATUS Pax wanted to know the flight status gave the information Pax agreed

FREE SEATS Pax wanted free select seats informed to select auto-assigned seats Pax wanted free seats informed the Pax to do counter check-in at the airport for free seats and reach Airport 2hr prior to the departure

TERMINAL Pax wanted to know about the terminal gave him the information Pax agreed

FLIGHT CONFIRMATION Pax wanted to confirm the booking gave the information

AUTO PNR Pax wanted to know about the auto pnr gave the information Pax agreed Pax wanted to know about the auto PNR but there is no PNR with registered details

SEATS Pax wanted to add seats added seats for the Pax informed the pax to talk with crew members they will provide you with the seats gave the information pax agreed

MEALS Pax wanted to change the meal pax want to add the meals added the meals for the pax informed to download the e-ticket

BAGGAGE Pax wanted to know about excess baggage gave the information Pax agreed Pax wanted to know about the combined baggage gave the information Pax agreed Pax wanted to select meals as fares informed him he could get meals on board Pax wanted to know about baggage policy gave the information Pax agreed

EMAILS cargoinfo@akasaair.com careers@akasaair.com info@akasaair.com akasaagencycare@akasaair.com pets@akasaair.com

SYSTEM ERROR Case Type - Flight Disruption Case Sub-Type - Flight Rescheduled Case Sub-Type 2 - NA Case note: Pax received sms regarding rescheduling Resolution notes: Informed pax the system is not updated, call back after (e.g. 2 hrs). Pax agreed

TRAVEL AGENCY Pax wants to do check-in but in the ticket, they didn't update the name of the pax informed the pax to contact the travel agency and said to update the name Pax wants to reschedule but in the ticket, they didn't update the name of the pax informed the pax to contact the travel agency and said to update the name Pax wants to check the details but in the ticket, they didn't update the name of the pax informed the pax to contact the travel agency and said to update the name Pax wants the E-ticket but in the ticket, they didn't update the name of the pax informed the pax to contact the travel agency and said to update the name Pax wants to cancel but in the ticket, they didn't update the name of the pax informed the pax to contact the travel agency and said to update the name Pax wants to add the meals and seats but in the ticket, they didn't update the name of the pax informed the pax to contact the travel agency and said to update the name

MEDICAL Pax said he had an accident He sent the documents to info@akasaair.com Pax wanted a full refund informed the pax to check the mail The mail didn't get to the pax informed the pax to call back within 24 hrs

MEDICAL WAVIER medical wavier pax had no show pax already sent the documents he didn't get the refund till now innate the full refund to the pax because in the comments there show medical documents vis submitted

AWARE pax wasn't aware that the flight timing had changed give the proper information to the pax pax agreed

OAL flight disruption flight got canceled she wants the refund and rescheduling both she doesn't want the OAL also pax said I will put a case on Akasa Air pax wants mail from our side informed the pax that you mail to info@akasaair.com we will revert you

HOLD-CANCELED pax will make the payment but in the system, there are no updates informed the pax to mail in info@akasaair.com informed the pax this amount would be refunded in 7 to 10 working days

MEDICAL BOTTLES pax wants to know about he can the medicine bottles gave the information pax agreed

SEATS pax flight is rescheduled and pax also pay for the seats seats added and penalty waived off

pax wants to add the seats added the seats gave the information

ALCOHOL POLICY

pax wants to know about the alcohol policy gave the information pax agreed

GST INVOICE pax wants the GST invoice so i guided the pax for that

PAX IS CHECKING pax wants to know if the flight is canceled or not informed the pax that the flight was not canceled

FAKE NEWS pax watches the news and called to confirm whether the booking was cancelled or rescheduled

REFUND INFORMATION pax wanted to know that the flight is cancelled from Akasa Air so what will be the refund gave the information pax agreed

EXPECTANT MOTHER pax wants to know about the documents that the pax can carry for the expectant mother gave the information pax agreed TA CHECKING travel agency wanted to know whether the pax were boarded or not gave the information pax agreed

NO SHOW pax had no show informed the pax to contact the travel agency place a mail on akasaagencycare@akasaair.com

SPORT KIT pax want the information of sport kit gave the information pax agreed

CORPORATE BOOKING pax wants to add the services bundle to corporate booking pax wants to add the meals to the corporate booking transfer the call to the agency team

GOVERNMENT ID pax want to know about the government ID cards gave the information pax agreed

ITEMS pax wants to carry the glass item informed the pax that he could travel with the glass item but in the check-in bag informed the pax to collect the fragile label at the airport

FLIGHT TIMINGS Pax called to know the flight timings under disruption Informed the flight timing under disruption pax wants to reschedule the flight but the flight is not delayed more than 2 hrs. informed the pax you want to reschedule the flight with applicable penalties

WRONG MESSAGE pax get a link for a full refund and free rescheduling pax flight is delayed pax wants to reschedule the flight pax will confirm and call back again

WRONG MESSAGE pax get a link for a full refund and free rescheduling Pax wants to reschedule the flight under disruption Flight rescheduled due to flight disruption helped Pax to reschedule the flight under disruption Flight Disruption/Flight rescheduled due to operational reasons from our end /movement done/verification done/on-call with

PRIORITY CHECK-IN pax wants to know about the priority check-in gave the information pax agreed

WEBSITE ISSUE pax said that his promo code is not applying while the booking informed the pax to book the ticket on the Akasa app

MEET AND ASSIST pax wants to add assistance informed the pax that we added the meet and assist in your PNR pax agreed

Unaccompanied Minor pax want to know about the Unaccompanied Minor pax was having document related query and was helped with the same

pax did payment from website and was not successful so later was confirmed by me//verified