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CXone Expert Clone Site 216

Flight Disruptions or Airline-Initiated Changes

๐Ÿ“ฅ Step-by-Step – System-Initiated Change Detected

  1. PNR flagged in iFly with "SSM Update: Involuntary Change".

  2. Check if:

    • Flight was cancelled

    • Flight was moved 1h early / 3h late

  3. Offer customer:

    • Free rebooking within ±10 days (via “Change Flight”)

    • Or voucher issuance (via Voucher Manager)

  4. For rebooking >10 days, inform: fare difference applies but no change fee.

  5. Use Phoenix CRM to note disruption type and customer preference.

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