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Airline sales part: Travel Agency Support & Customer Relations
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Star Alliance Member Carriers
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Easy-to-find updates on the information you care about most
• New products and service
announcements
• Weather waivers
• Policies and travel agent
resources
• Sign-in for
registered users
• Penalty waivers
• Economy Plus seat assignment• Banking
Already available Coming soon
Examples are for illustrative purposes only. Screen views, reports and capabilities may vary by user.
Star Alliance Member Carrier’s Travel agency support & customer relations
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THAISON CHUNGRegional Corporate Sales Manager
Mobile: 079 880 48 48; e-mail: [email protected]
SEYMA HASDEMİRCorporate Sales
Phone: +41 (0) 44 225 23 63e-Mail: [email protected]
Star Alliance Member Carrier’s Travel agency support & customer relations
Email: [email protected] Phone: 044 215 65 00
Our Reservations Team:
Mauro Zappa – Reservations SupervisorCarina Sifrig (Groups)Esther Steinacher (ROP)Noelle Bruni Auanchit Zagorski (Khem)Kingkan Fischer (Kaek)
Customer relations: Mrs. Silvia Stoll Email: [email protected]
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THAI Agency Helpdesk
Contact Center Customers
DE: 01806 000 341*
AT: 0810 810 807
CH: 044 800 96 52
Mo.‐So. von 08:00 bis 23:00*20 Cent per Call; Mobile max. 60 Cent per Call
Frequent Flyer |Victoria Programm
DE | AT: +49 69 5098 5056
CH: +41 (0) 44 654 52 36
www.tapvictoria.com
End customers
Victoria ‐ Frequent Flyer
Contacts ‐ Germany| Austria | Switzerland
Star All iance Ambassador Club Session Zurich - 22 September 2017
HELP DESK
Mo. ‐ Fr.: 09:00 ‐ 17:30
TEL: 0844 800 838 within Switzerland
E‐MAIL: [email protected]
GROUP DESK SWITZERLAND
ONLINE GROUP QUERIES FROM 10 PAX THROUGH – http://groups.flytap.com
Group Department email for ZRH departures (DE/EN) [email protected] Department email for GVA departures (FR/EN) [email protected]
Carla Silva Sales Support Assistant
Contacts – TAP Travel Agency Group/Help Desk CH
Luis Letra Sales Support Assistant
Luiz Klaudio Costa Sales Support Assistant
Emil Sigg Sales Support Assistant
Star All iance Ambassador Club Session Zurich - 22 September 2017
District Sales Managers Switzerland
GenevaJoão Roque
ZurichAntonio [email protected]
Star All iance Ambassador Club Session Zurich - 22 September 2017
Star Alliance Member Carrier’s Travel agency support & customer relations
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Singapore Airlines - Travel Agency Support10 staff in Zurich reservation office
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Star Alliance Member Carrier’s Travel agency support & customer relationsSingapore Airlines - Travel Agency Support
singaporeair.com/en_UK/ch/plan-travel/local-promotions/ch-travel-agent-infopages
Star Alliance Member Carrier’s Travel agency support & customer relations
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Singapore Airlines – Customer Relations
• Resources• Dedicated Customer Relations staff (Casey)• Dedicated Priority Services staff (Ingrid)• Passenger Services Team: Contact Center, Groups, Refunds
• Customer Relations Duties• Investigation reports to be made with various departments and Head Office or affected stations to ensure
consistency throughout the network in providing solutions and appropriate service recovery in complaint handling
• Handling of flight irregularities e.g flight delays and compensation rights under Regulation EC261.
SAS – Scandinavian Airlines Travel agency support & customer relationsSAS Travel agency support for Europe is handled by dedicated staff in Tallin. SAS offers support in all relevant languages.
SAS Switzerland Travel Agency SupportPhone: 0848 117 100Open Mon-Fri 09.00-17.00(Choose "English" & "Customer Service" during weekdays from 17-19h & Sat 09-17h & Sun 10-19h)
SAS Travel Agent Website for traffic and sales news & general info on procedureswww.sassalesinfo.com (new look as per November 2016)Login with username and password required. Website can be personalized with favorite links.
SAS Customer Carewww.flysas.com/feedbackUpload supporting documents incl. bank account number, etc.SAS follows EU regulations regarding to delays and cancellations.
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SAS – Scandinavian Airlines Travel agency support & customer relationsYou can also stay in touch with SAS via social media:
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Star Alliance Member Carrier’s Travel agency support & customer relations
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LHG Agency Support CH – Contact Details and Team Overview
Star Alliance Member Carrier’s Travel agency support & customer relations
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LHG Agency Support CH – Call Volume April-August2017 (5months, all CH)
Star Alliance Member Carrier’s Travel agency support & customer relations
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LHG Group Desk CH – Contact Details and Team Overview
Star Alliance Member Carrier’s Travel agency support & customer relations
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LHG Customer Service – Contact Details
https://www.swiss.com/customerfeedbackservicesSwiss International Air LinesCustomer Feedback ServicesP.O. Box 20138032 ZurichSwitzerland
www.lufthansa.com/ch/en/[email protected] German AirlinesCustomer FeedbackP.O. Box 710234D-60492 Frankfurt
www.austrian.com/[email protected] AirlinesFeeback ManagementPostfach 33AT-1300 Flughafen-Wien
Star Alliance Member Carrier’s Travel agency support & customer relations
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LOT Polish Airlines
Agency Help desk : 043 817 66 [email protected]
Dedicated sales support in FRA Groups : +49 69 24 00 10 00
Customer relations :
Baggage :
Star Alliance Member Carrier’s Travel agency support & customer relations
Travel agency support
Provided by Air China Zurich and Geneva office Contact: Mo-Fr by mail and phoneAir China and travel agencies: cooperation as partners
Support in terms ofo General questions: baggage, through check-in, aircraft, etco Specific requests: refund, name change, quotation, fare, seat reservation, etco Group travel
Eventso «Lunch & Learn» o NEW: cabin visit o NEW: business class meal tasting
Zurich office: [email protected] / +41 44 213 6080 Geneva office: [email protected] / +41 22 717 8651
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A i r C h i n a
Star Alliance Member Carrier’s Travel agency support & customer relations
Customer relations
Local requests handled by Zurich and Geneva office
o Divided between city office and airport office (different competence)
At need cooperation with HQ in Beijing
Complaint management
o Examination of each individual caseo Assumption of every case PAX based in Switzerlando Individual solution process
Zurich office: [email protected] / +41 44 213 6080 Geneva office: [email protected] / +41 22 717 8651
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A i r C h i n a
Air Canada Travel Agency Support & Customer RelationsTravel Agency Support
Air Canada Agency Support Switzerland
Mo-Fr 09:00-12:00 13:00-17:00
Tel: 043 816 31 61
Our Swiss Agency Support team provides help in regards to:
-Reservations & ticketing
-Special requests (pet in cabin AVIH, seat reservations, medical etc.)
-Group offers & reservations [email protected]
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Air Canada Travel Agency Support & Customer Relations
Our Concierges offer services to:
● International Business Class customers, VIP, Super Elite 100K
Services Offered:
● Assistance with checking-in, departures, connecting flights, arrivals
● Last minute assistance
● Concierges will attempt to satisfy any reasonable customer’s request
Available at 23 International Airports (ZRH/GVA), 10 Canadian and 7 US
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Concierge services
Star Alliance member Air Canada Travel Agency Support & Customer Relations
Transit
-Europe to Canada Domestic: No bag collection
-Europe to USA: No bag collection/US immigration will take place in CA
Vancouver
-New direct flight from Zurich to Vancouver in summer 2018
-3 flights per week with our Dreamliner
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Transit at our Canadian hubs (YYZ/YUL)
Star Alliance Member CarriersTravel Agency Support contact detailshttp://www.staralliance.com/en/ch-airlines
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