Air ticket agency calls: how to take a fare request and what to do when it’s urgent
Sado AI team · · 4 min read
In short
Calls to an air ticket agency come in three kinds: a new fare request, a change or refund of a sold ticket, and an urgent case (flight today, delayed, missed). When asked the price, don’t guess: write down route, dates, passengers, baggage and the name as in the passport, and let the ticketing agent call back with the exact fare. Transfer urgent calls to staff at once. For booked but unpaid tickets, remind before the deadline. An AI operator can do this in Uzbek and Russian.
Three kinds of call and what to do with each
Find out the kind from the first sentence: “Do you need a new ticket, or do you already have one?” Then follow the table.
| The call | What to do |
|---|---|
| New request: “How much is a ticket to Moscow?” | Take the details; the ticketing agent checks and gives the exact fare. |
| A sold ticket: change of date, refund | Take the booking number and name and pass them on: the airline’s fare rules decide. |
| Urgent: flight today, delay, a problem at the airport | Transfer to the staff member on duty at once; don’t keep them waiting. |
| General: office address, how to pay, baggage rules | Answer straight away from the agency’s facts. |
What to write down when someone asks the fare
Fares change day to day, sometimes hour to hour. If “about 3 million” later turns into 3.6 million, the client stops trusting you. So in the first call take an exact request, not a price:
- From where to where: the city and, if needed, the airport (Moscow has several).
- The date and how flexible it is: “Would a day or two earlier or later work?”
- One way or return.
- Passengers: adults, children, infants and their ages.
- Baggage: hand luggage only, or a suitcase too.
- Surname and first name in Latin letters, exactly as in the passport: the booking uses that name and every letter counts.
- How to reply: a call, Telegram or WhatsApp, and by when.
A sample call
Sado: Assalomu alaykum, Osmon Avia, how can I help? Do you need a new ticket, or do you already have one?
Caller: A new one. Tashkent to Moscow on 15 December, one person.
Sado: Fine. Would a day or two earlier or later work? Any baggage?
Caller: The fourteenth is fine too. One suitcase.
Sado: Please tell me your surname and name in Latin letters, as in your passport.
Caller: Rustamov Bekzod. R-U-S-T-A-M-O-V.
Sado: Noted. Fares change fast, so our ticketing agent will check now and call this number back within 15 minutes.
The operator gave no rough price: the ticketing agent calls back with the exact fare and the booking deadline.
Booking deadlines and payment reminders
Many tickets are booked first, and if not paid by a set time the booking is cancelled. Clients forget, and by then the fare has gone up.
- When booking, give the deadline exactly: “Please pay by 18:00 tomorrow.”
- A few hours before the deadline, make a short reminder call.
- If the client decides not to pay, thank them and cancel the booking so the seat is freed.
- The day before departure, remind them of the flight time, when to be at the airport and the baggage rules.
Handing these calls to an AI operator
An AI operator for incoming calls picks up every call to the agency within a second, including the evening and night hours when clients call from abroad. It works out the kind of call from the first question, takes the request in the order above and never invents a fare. Urgent cases go straight to the duty staff member’s phone under your rule.
Many clients speak Russian. The operator speaks Uzbek and Russian, in whichever language the client starts. The request, with fields, recording and transcript, lands in Requests; if Telegram is connected, the call card arrives in your ticketing agents’ group.
For payment and flight reminders there are outbound calls: upload the list and the operator politely reminds each client. Try it live or call 78 778 01 23.
Questions
Does the AI operator quote ticket prices?
It never invents a fare, because fares change fast. If the agency has fixed-price seats (a charter, for example), they can be added to the operator’s facts; everything else comes from the ticketing agent.
What if someone asks for a refund?
Refund and change terms are set by the airline’s fare rules. The operator notes the booking number and name and passes it to a ticketing agent or transfers the call.
Won’t night calls be lost until morning?
No: every request stays in Requests, and in the morning the ticketing agents see them first. For urgent cases, set a rule to transfer to the person on duty.