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Air Schedule Changes

Use this simple SOP to send schedule changes to customers between our three systems Odysseus, Polar, and HubSpot.

 

  1. Open your ticket at the Help Desk.
  2. The air schedule change message appears in the center column, with the thread starting at the bottom with attached PDF. Scroll up to view the beginning of the notification.


  3. Before working on the ticket, review the right column to confirm the ticket details are accurate. Verify the following:

     

    • Contacts: Confirm the correct customer is listed.
    • Other tickets: Check whether another ticket includes an update for the same schedule change.
    • Booking: Confirm the correct booking is associated with the ticket.

     

    Note: If the wrong contact or booking is associated, please remove them and add the correct associations.

  4. Pull the booking into Polar to compare this notification to the air flights listed.
  5. Go to “Book Flights or Princess EzAir” under passenger information.
  6. A separate window will pop up with flight details. Compare flights shown on the notification to make sure they are the same.

    ➡️If Polar is different than the notification, close the ticket you are currently working on in HubSpot and move on to the next ticket.

    ➡️If Polar is the same, continue with the remaining steps.

  7. Pull the booking into Odysseus and then do a cross-check.
  8. Review what needs to be updated, the airfare will be listed as “Optional Add-Ons” and display the flight that has changed. Click on “Update Booking” listed on the bottom to update.
  9. Close the Cross-check window. Refresh the screen by pressing “F5” on your keyboard. Then go to “Details” section to open the guest confirmation.
  10. Go to the Guest Information section and send updated confirmation.
  11. Scroll down and notate that you “Cross checked booking, sent air schedule change from Hubspot.”
  12. Return to the HubSpot tab, scroll to the beginning of the Air Schedule Change update, and click the right-facing arrow (→) to forward it.
  13. The composed email will be below the thread, and you will see the Air schedule PDF attached.
  14. Click on the three horizontal dots above the PDF attachment to see previous replies.
  15. This will allow you to clean up the email and erase the previous email thread below your signature.
  16. After cleaning up the email, select “Insert” from the bottom message menu.
  17. Go to “Templates” on the pop-up menu.
  18. Select “Schedule Change”
  19. Your template will complete the body of your email.
  20. Next, click the three vertical dots in the upper-right corner of the recipient section of your email.
  21. The Subject of the email will show, make sure to edit this.
    Example: Princess Cruises - DN8T3L - Air Schedule Change Update
  22. Add the guest’s email by typing the guest’s name and selecting the correct option from the list. If you need to paste the email address, you can use CTRL + V. Right-clicking to paste does not work.

    Tip: If you have pax with same name, you can easily verify the correct email by looking at the contact section to the right.

  23. Send your email to the guest by clicking “Send.”


  24. Once the email is sent, HubSpot may take a moment to refresh and display the sent email. Once you complete, close the ticket and move on to the next one!