Nuitee Flights Support: L1 Agent Training Guide

1. Introduction & The Nuitee B2B Support Model

Nuitee operates strictly as a Business-to-Business (B2B) company. This structural relationship is critical to understand before handling any inquiries:

• Relationship Ownership: The B2B client owns the direct relationship with the traveler. Travelers only see the branding of the B2B client.

• The Communication Loop: Travelers must never contact Nuitee directly. If a traveler has a flight-related issue or request, they contact the B2B client, who then contacts Nuitee Support via approved channels (Email or Phone).

⚠️ Crucial L1 Rule: Do not contact the end traveler directly unless explicitly permitted by your workflow or specifically instructed during escalation. All standard communications must go through the B2B client.

2. L1 Support Scope of Service

To ensure efficient ticket handling, our daily requests are divided into two distinct operational tiers based on the visual cue icons displayed in your agent dashboard.

📥 Direct Resolution (Tier 1 Tasks)

L1 agents take full ownership from initial diagnosis to final ticket closure:

• Flight Times/Terminal (G.I. - FLIGHT TIMES/TERMINAL): Pull real-time details from the FlightHub Booking tab. If the flight departs within 48 hours or the passenger reports an un-synced delay, cross-verify directly in Sabre or Galileo.

• Resend Confirmation (GENERAL INFO): Automatically retrigger the confirmation email or manually extract the confirmation PDF from FlightHub and attach it directly to a public reply in Zendesk.

• Payment & Financial Breakdown (REQUEST - GENERAL INFO - PAYMENTS): Extract transaction logs from the platform's Payments tab. For Failed transactions, guide passengers to verify credit credentials or contact their bank. For Refunds, explicitly clarify that while Nuitée has released the funds, financial institutions standardly take 5–10 business days to post them to an account.

• Name Correction (Not Needed): Defuse passenger anxiety for minor typos that are completely safe under IATA guidelines (e.g., missing middle names, squished spacing like JOHNDOE, or system-induced characters like H separators). Reassure the client directly at L1 and close the ticket.

• PAX Info Documentation Update (PAX INFO UPDATE): Collect full passenger passport data (Name, DOB, Passport Number, and Expiration Date). Evaluate that the document maintains at least 6 months of validity past the final flight segment before updating GDS terminals, signing the booking, and closing the case.

• Special Request SSR Insertion (SPECIAL REQUEST): Secure specific passenger requirements (WCHR Ramp, WCHS Steps, WCHC Cabin, CPAP parameters, or official IATA meal codes like VGML or KSML). Verify airline cut-off thresholds, update the GDS documentation, and track carrier acceptance logs before concluding.

🚀 Guided Escalation (To Tier 2 Operations)

As an L1 team member, you do not escalate immediately. You must first gather all mandatory artifacts to eliminate agent back-and-forth and make the ticket "work-ready" for L2:

• Voluntary Change Request (VOLUNTARY CHANGE): Capture the passenger's exact new dates, flight numbers, or routing preferences. When passengers challenge why our quote is higher than the airline's public site, deploy our standard script: politely clarify that the difference represents our agency's mandatory service fee for manual change processing.

• Mandatory Name Corrections (NAME CORRECTION NEEDED): Identify major typos (more than 3 letters) or legal name updates (marriage/divorce). You must collect high-resolution scans of the passenger's current passport photo page and supporting legal certificates before passing the ticket to L2 using the NAME CORRECTION REQUIRED macro block.

• Extra Luggage Additions (ADDITIONAL SERVICES): Audit standard baggage limits via our green/gray indicator icons on FlightHub. If a passenger requests to purchase extra bags, extract the bag count and passenger names, then route via the Additional Service Request template.

• Cabin Upgrades (Upgrades): Gather desired cabin metrics (Premium Economy, Business, First) and affected segments, setting dynamic pricing expectations before escalating.

• Passenger-Initiated Cancellations (CXL REQUEST): Audit the booking timestamp against our strict regional Point of Sale (POS) rules:

  • American POS: Up to 24 hours from issuance.

  • European POS: Up to 11:59 PM GMT on the day of issuance.

  • Inside Void Window: Immediately halt the cancellation process and escalate as an urgent VOID REQUEST for a penalty-free refund back to the credit line.

  • Outside Void Window: Simulate the cancellation on FlightHub. If it is strictly non-refundable, resolve it at L1. If refundable with penalties, secure explicit customer approval with the word "CONFIRM" via email before escalating to L2 as a REFUND REQUEST.

3. Step-by-Step L1 Support Workflow

Step 3.1: Intake & Channel Reception

Inquiries reach the L1 Flights Support Team via Email or Phone.

Step 3.2: Ticket Verification & Creation

Upon receiving an inquiry, you must immediately check Zendesk to see if a ticket already exists for this booking or issue:

• If a ticket already exists: Do not create a duplicate. Continue working within the existing ticket and update the communications history.

• If NO ticket exists: Create a new support ticket immediately.

  • Mandatory Ticket Requirements: Generate a Ticket ID, select the correct Zendesk form, and fill in all mandatory fields (e.g., booking references, request description, priority level).

Step 3.3: Case Classification

Analyze the incoming ticket and classify it as one of the following:

1. Request: Standard assistance, informational queries, or pre-travel additions (e.g., adding bags or seats).

2. Issue: Operational failures, booking errors, or unexpected disruptions.

Step 3.4: Resolution vs. Escalation Assessment

Scenario A: You CAN Resolve the Case (L1 Resolution)

If you possess the knowledge, necessary system access, and authority to resolve the inquiry:

1. Perform the resolution actions.

2. Update the Zendesk ticket with detailed, internal resolution notes.

3. Provide the final resolution details to the B2B client.

4. Mark the ticket status as Resolved / Closed.

Scenario B: You CANNOT Resolve the Case (L1 Escalation to L2)

If the ticket involves complex technical errors, GDS/consolidator intervention, or requires advanced tool access:

1. Document Investigation: Update the ticket with all troubleshooting and investigation steps you have already performed.

2. Attach Documentation: Attach any screenshots, flight itineraries, or error logs.

3. Request Info (If needed): If critical details are missing, ask the B2B client to contact the traveler to gather the information (or contact the traveler directly only if explicitly permitted).

4. Set Escalation Status: Mark the ticket's internal status to escalate and transfer ownership to the L2 Flights Support Team.

4. Common Inquiries, Solutions & Routing Guide

When a B2B client contacts L1, locate the relevant scenario below to determine your action step and the appropriate resolution email matrix.

📬 Critical Subject Line Protocol: Whenever emailing an internal support queue, you must include the Nuitée Booking ID and the topic of the request in the email subject line.

🚨 Email Priority Matrix

Depending on the urgency and departure window, use the correct email address below to route or escalate your request:

• Departure is 2 or more days away: [e-mail]

• Departure is the SAME DAY: [e-mail]

• Emergencies: [e-mail]

• In-Flight (After departure, before arrival): [e-mail]

Category A: Nuitée Cases – Incidents

Common Customer Scenario	L1 Agent Quick Action Required	Standard Solution & Routing
General Info (Flight times, seat, bag allowance, etc.)	Check documentation and validate details with the client. Provide all detailed info listed on the confirmation.	If information is missing or not available on the portal, email [e-mail].
Minor Schedule Change (Shifted by less than 2 hours)	Review the newly updated timeline on the confirmation email.	Email [e-mail] to validate the change and request a new confirmation if not on the portal.
Major Schedule Change (Shifted by 2+ hours or segment cancelled)	Identify the alternative flights proposed by the operating airline.	Crucial: Explicit customer acceptance is required! Email [e-mail] to validate and wait for alternatives.
Internal Locator Issue (6-character PNR not working on airline site)	First Screening: Ensure they aren't checking in too early (opens 24-48h prior). Advise multi-word last names to try with/without spaces.	Locate the distinct "Local Airline Locator" on the confirmation. If it cannot be found, email [e-mail].
Issuance Error (Payment went through but no e-ticket generated)	Verify the customer's payment went through successfully and that a booking exists under their name.	If payment is confirmed but the ticket remains stuck, email [e-mail] for details.
Involuntary Refund (Airline forced disruption, customer rejected alternatives)	Log down the exact booking details and the formal reason for the refund request.	Email the details to [e-mail] and await processing confirmation.

Category B: Nuitée Cases – Requests

Common Customer Scenario	L1 Agent Quick Action Required	Standard Solution & Routing
Resend Confirmation	Locate the booking on the platform. Trigger the "Resend" utility or manually email the confirmation PDF.	If the confirmation cannot be found on the platform, email [e-mail].
Flight Times / Terminal	Check the booking confirmation or look up the flight number online to check the airport's assigned terminal.	Remind the customer that gate numbers change frequently and must be checked on airport screens.
Document Update (Passport details, expiry, nationality)	Verification: Ensure the passport has at least 6 months of validity remaining relative to the last travel date.	Email the correct document details directly to [e-mail].
Contact Details Update	Collect the new notification email or phone number requested by the client.	Email the updated details directly to [e-mail].
Loyalty & Frequent Flyer	Disclaimer: Explicitly clarify that points/miles cannot be used as a valid form of payment or upgrade here.	Collect the passenger's full name and loyalty/TSA number and email it to [e-mail].
Name Correction (Minor) (Squished names, missing middle initial)	Inform the client that minor formatting or spacing adjustments do not affect international travel guidelines.	No ticket modification or escalation is necessary.
Name Correction (Major) (Spelling typos of 3+ letters or legal changes)	Mandatory: Request a high-resolution copy of the passenger's passport and any legal certificates (e.g., marriage license).	Email copies of the documentation and change details to [e-mail].
Upgrades (Moving to a higher cabin class)	Log the precise passenger name and the explicit details of the upgrade request.	Email the full upgrade request details to [e-mail].
Voluntary Change (Personal change to date, time, or route)	Pull up the booking, confirm requested changes, and specify if it applies to all or specific passengers.	Email the explicit modification details to [e-mail].
Cancellation / Voluntary Refund	First Screening: Check if booked within the last 24 hours. If it falls in this "Void Window," it can be cancelled instantly with no fee.	Explicit customer acceptance is required. Email the request to [e-mail].
Luggage Allowance	Review the icons and data fields in the booking tab to verify limits.	Inform the client if checked bags are included (green) or excluded (grayed out).
Additional Services (Adding extra bags/oversized gear)	Gather the exact number of extra bags needed and verify which passenger and flight segments it applies to.	Email the exact baggage addition request to [e-mail].
Special Request (Meals & Wheelchair assistance)	Log precise passenger names and specific limits (e.g., wheelchair mobility level or severe life-threatening food allergens).	Email the formal assistance details to [e-mail].

Category C: AWB Cases – Payments & Technical Issues

Common Customer Scenario	L1 Agent Quick Action Required	Standard Solution & Routing
Payments / Payment Issue (Declines, financial line breakdowns)	Review the transaction status log under the financial tracking tab. For declined cards, prompt the client to check details or call their bank.	For refunds, verify the gateway clear date. Advise that banking processors take 5-10 business days to credit funds.
Tech Issue / Platform Inquiries (Web/app crash, final step block)	Log the user's exact device type, web browser details, and document the specific error code text/responses.	Escalate the technical report directly to Nuitee at [e-mail].

5. Understanding the L2 & Provider Stage (Reference for L1)

To help you manage expectations with B2B clients, here is what happens after you escalate a ticket to L2:

• L2 Review: L2 reviews your L1 notes and validates the ticket history and classification.

• External Escalation: If L2 cannot resolve it internally, they will open a "side conversation" in the ticket to contact airlines, consolidators, or GDS partners.

• Pending Statuses: During this time, the ticket will sit in Pending Provider or Pending Traveler status. L2 may temporarily pass the ticket back to L1 if they need you to obtain more details from the B2B client.

6. Quick-Reference Cheat Sheet for L1 Agents

Action	L1 Operational Requirement
First Action on Intake	Check Zendesk for an existing ticket first to avoid duplicates.
Ticket Fields	Ensure Booking Reference, Case Type (Request/Issue), and Client ID are filled.
Communications	Always address the B2B Client, never the traveler directly (unless authorized).
Escalation Rule	Never escalate a ticket to L2 without leaving internal notes of your initial investigation.