Customer Support FAQs
Support Availability & Access
Do you have 24/7 support?
Answer: Yes. We provide 24/7 support through EVA, our AI Customer Service Agent, ensuring assistance is available around the clock regardless of your time zone.
I need to speak to a live agent. How do I do that?
If EVA cannot resolve your issue via self-service, you may request to be connected to a Live Agent. An Atlas Support Specialist will then step in to assist.
For booking-related enquiries, if self-service fails, you can raise a formal Service Request directly through the EVA interface:
Path: ATRIP → EVA → Existing Booking/Ticket Help → Feedback/Dispute
Note: These requests are processed by our Support Specialist team during service hours: 9.00 AM – 11.00 PM (SGT) daily.
How do I report system issues or make specific booking requests?
Answer: EVA is the primary channel for reporting all product, technical, or booking-related issues. You can access EVA directly through your ATRIP account. For the fastest resolution, please select the topic most relevant to your enquiry when prompted by EVA.
Escalation
Does Atlas have an incident escalation procedure?
Answer: Yes. To ensure seamless monitoring and rapid resolution, please follow this structured framework:
Level 0: Self-Service via ATRIP & EVA →
Level 1: Raise Service Request via EVA →
Level 2: Send an email to [email protected] (For unresolved cases following Level 1 escalation or critical operational issues)
Performance
How long does it take for an order completion or ticket to be issued?
Answer: Atlas utilizes auto-ticketing for all airlines and fare types. On average, 95% of bookings are confirmed within 5 minutes, and over 99% are completed within 1 hour.
Booking & System Details
How do I find the email ID for "Manage My Booking" (MMB)?
Answer: This information is available in the order details on both platforms:
API: Located under the tag airlineBookings → mmbEmail
ATRIP: Navigate to My Bookings → Select Booking → Booking Details → MMB Login E-mail
How do I find the credentials created for a particular booking?
Answer:
API: Located under the tag airlineBookings → extras
ATRIP: Navigate to My Bookings → Select Booking → Booking Details → Extra Info → Click "View"
What is a "Booking Exception Queue"?
Answer: If auto-ticketing is delayed or fails, the order is moved to the Booking Exception Queue. Our operations team manually investigates these cases to ensure fulfilment.
How are bookings auto-cancelled?
Answer: By default, failed bookings move to the Booking Exception Queue. However, we can configure auto-cancellation after a specific period based on your workflow. Please contact your Account Manager to enable this configuration.
How to find the confirmation number, apart from the airline PNR, for Japanese airlines such as Air Do (HD) and Star Flyer (7G)?
Answer: This information appears in the order details in both the API and ATRIP.
In the API, you can find it under the tag airlineBookings→extras.
In ATRIP, it's located under Manage Booking → Extra Info. Click the "View" button to see the details.
How do we receive the OTP for an IndiGo (6E) booking?
Answer: The OTP is sent by the airline to the registered contact number and email address provided at the time of ticket issuance. This OTP is required when processing a flight change or cancellation directly on the airline website.
Post-Booking
Does Atlas provide Post-Booking Services?
Answer: Atlas supports post-booking services for all partner airlines that permit them These are done via two channels: API and ATRIP. For more information on what’s supported, please refer to Atlas Post-Booking Service Scope | Post-Booking API | Refund API.
Is the refund processed to the original form of payment?
Answer: Yes. The airline processes the refund back to the original form of payment used at the time of booking.
If the payment was made using a VCC, the refund will be credited directly to the same VCC. Please verify the refund through your VCC statement.
If the payment was made via deposit, the refund will be received by Atlas and credited back to the your deposit account accordingly.
How to claim a refund for a VCC passthrough transaction?
Answer:
1. Directly with the Airline: Access the booking on the airline’s website and process the refund directly.
Or
2. Through ATRIP (Atlas Refund Only): Place the refund request using the ATRIP self-service “Cancel & Refund” feature and select Atlas Refund only. We will cancel the ticket and process the refund to your VCC.
Note: Once the refund is credited to your VCC, Atlas will not have visibility of the transaction. Please verify the refund through your VCC statement.
Can I VOID the tickets after issuance?
Answer: Atlas supports voiding operations for several airlines. Refer to this article for more details: Applying for VOID
How can I identify if there’s a flight change for my bookings?
Answer:
Airline Notifications: Airlines send flight change notification emails to the contact email address included in the booking. Check the contact email inbox.
Atlas Email Service: If you are using Atlas Email Service, view emails received for a particular booking in ATRIP → My Bookings → Click on a particular booking → Booking Details → Email List tab. You can also view the list of emails received for all your bookings by accessing ATRIP → Bookings → Email List.
Airline Website: Log into the airline's official Manage My Booking (MMB) site to check for flight changes.
Contact the Airline: Contact the airline’s customer service center or live chat for final confirmation.
Will ancillaries be transferred if there is a flight change?
Answer: It depends on the airline and ancillary services. As per airline policy, once schedule is changed, booking must be verified accordingly.
After a flight change, if I retrieve the PNR using the queryPNRDetails API, will the changed information be available?
Answer: Currently, only the original flight information is shown. Updated flight details should be verified via the airline MMB or the Atlas Email Service.
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