# Customer Operations Onboarding Guide

### 1. Introduction

This guide is designed for **client customer operations, customer service and support teams working with Atlas**. It outlines **how to use ATRIP, EVA, and related operational channels** for day-to-day activities, with a **focus on post-booking workflows**.

By following this framework, clients can achieve **efficient service delivery and streamlined operations** resulting in reduced escalations and improved customer satisfaction.

### 2. Objectives

The objective of this guide is to establish a s**tructured, standardized, and SLA-driven operational framework** to support seamless integration of clients into the Atlas ecosystem.

This framework:

* **Defines the operational workflows for post-booking services**
* **Clarifies system usage and escalation channels**
* **Establishes service level expectations**
* **Aligns client operational teams with Atlas support processes**

The intent is to minimise delays, avoid misrouted requests, and ensure consistent service quality across all supported markets.

### 3. Post-Booking Services Workflow

**All post-booking services must follow the structured workflow outlined in this document**. Self-service channels must be utilised as the first level of resolution before escalation.

<figure><img src="/files/zlX0IvSExaJobZh4OxLu" alt=""><figcaption><p>Diagram 1: Atlas Post-Booking Services Workflow</p></figcaption></figure>

### 4. Systems and Channels Overview

#### 4.1 Air Travel Retailing and Information Platform (ATRIP)

ATRIP is the **primary operational platform and central system of record for all operational actions**.

Key Functions:

* Monitoring bookings
* Submitting post-booking requests
* Applying for refunds
* Managing post-booking ancillary services

Key Resources:

* [Navigating ATRIP](https://resources.atriptech.com/popular-topics/atrip/atrip-user-guide-navigating-the-platform)
* [User Management](https://resources.atriptech.com/popular-topics/atrip/user-management)
* [Help Centre](https://resources.atriptech.com)
* [Post-Booking Help Articles](https://resources.atriptech.com/popular-topics/post-booking)

#### 4.2 EVA - AI Customer Service AI Agent

EVA is Atlas's AI Customer Service Agent and the **primary first-line support channel for post-booking enquiries and requests**. Clients are required to utilise EVA before escalating via alternative channels, except in emergency scenarios as defined in Section 4.4.

EVA enables:

* Self-service resolution for supported workflows
* Structured submission of service requests
* Case tracking and monitoring
* Faster processing through guided workflows

[Read more about EVA’s capabilities.](https://resources.atriptech.com/capability/atlas-news/atlas-launches-eva-the-new-ai-agent-reshaping-customer-service-experience)

#### 4.3 Atlas API

Atlas API is an NDC-certified, simplified technology stack designed to support scalable integration. Clients are **encouraged to evaluate API integration to reduce manual workload and improve SLA adherence**. Available integrations include:

* Post-Booking Baggage Add-On: [API Doc](https://resources.atriptech.com/api-document/post-ticketing-service) | [Guide](https://resources.atriptech.com/popular-topics/post-booking/ancillary/post-booking-baggage-via-api)
* Refund: [API Doc](https://resources.atriptech.com/api-document/refund)

#### 4.4 Channel Usage Guideline

To ensure operational efficiency and SLA compliance:

* **ATRIP and EVA self-service options must be used wherever available before escalation**.
* Service Requests must be raised via ATRIP → EVA → Existing Booking/Ticket Help → Feedback/Dispute for cases that cannot be resolved through self-service or where SLA thresholds have been exceeded.
* Dedicated chat channels (e.g., Teams/Slack) are restricted to emergency transactions only — defined as bookings within 24–48 hours of departure requiring immediate intervention.

{% hint style="info" %}
Note: Improper channel usage may result in processing delays.
{% endhint %}

### 5. SLAs and Escalation Matrix

#### 5.1 Escalation Levels and Timelines

| Level                              | Description                                                                                       | Channel                                                        | Responsible Party        | Timeline                                               |
| ---------------------------------- | ------------------------------------------------------------------------------------------------- | -------------------------------------------------------------- | ------------------------ | ------------------------------------------------------ |
| <p>Level 0:</p><p>Self Service</p> | Initial handling via ATRIP/EVA using available self-service options (Refund, Add Ancillary, etc.) | ATRIP and EVA                                                  | Client Operations Team   | Immediate system response, subject to processing rules |
| Level 1: Service Request           | Escalation for disputes, clarifications, and issues that cannot be resolved via self-service      | ATRIP → EVA → Existing Booking /Ticket Help → Feedback/Dispute | Atlas Support Specialist | Within 4 business hours                                |
| Level 2: Final Escalation          | For unresolved cases following Level 1 escalation or critical operational issues                  | Email: <customerfeedback@atlaslovestravel.com>                 | Atlas Operations Manager | Within 8 business hours                                |

#### 5.2 Standard SLAs per Post-Booking Services (ATRIP & EVA)

| Process                             | Description                                                          | Timeline                     | Notes                                                  |
| ----------------------------------- | -------------------------------------------------------------------- | ---------------------------- | ------------------------------------------------------ |
| Refund Processing                   | From submission of refund request in ATRIP until refund is processed | Differ depending on airlines | Subject to airline-specific timelines                  |
| Other Post-Booking Service Requests | Other post-booking service requests submitted via ATRIP and EVA      | 4 business hours             | Subject to airline-specific timelines where applicable |

{% hint style="info" %}
Note: The above reflect standard SLA commitments. Where separate commercial agreements exist, the applicable SLA terms shall follow the respective agreement. Airline-specific SLAs (e.g., 6E, DD) will follow respective airline policies.
{% endhint %}

### 6. Best Practices and Operational Controls

#### 6.1 Best Practices

* Verify fare rules and airline policy prior to submitting post-booking requests. Information is available via ATRIP, EVA, Atlas Help Centre, or the airline’s official website.
* Utilize self-service options before raising a Service Request.
* Provide complete and accurate information (PNR, passenger details, dates, and supporting documents) when raising a Service Request.
* Submit time-sensitive requests as early as possible, especially for departures within 24-48 hours.

#### 6.2 Common Pitfalls to Avoid

* Raising email or chat requests for issues that can be resolved via ATRIP and EVA.
* Missing or incomplete documentation for refunds and disputes leading to delayed resolution.
* Using chat channels for non-urgent queries outside the defined emergency window.
* Escalating prior to SLA expiry without documented justification.

### 7. Training, Support and Updates

For operational onboarding, refresher training sessions, or other feedback please send an email to: <customerfeedback@atlaslovestravel.com>.

This document is reviewed and updated on a regular basis. Latest version available at resources.atriptech.com.

### 8. Useful Resources

* [Atlas Post-Booking Service Scope](https://resources.atriptech.com/popular-topics/post-booking/atlas-post-booking-service-scope)
* [Service Request User Guide](https://resources.atriptech.com/popular-topics/post-booking/service-request-user-guide)
* [Refund Guide](https://resources.atriptech.com/popular-topics/post-booking/refund)
* [Ancillary Services](https://resources.atriptech.com/popular-topics/post-booking/ancillary)
* [Flight Change](https://resources.atriptech.com/popular-topics/post-booking/flight-change)
* [Passenger Information Correction](https://resources.atriptech.com/popular-topics/post-booking/passenger-information-correction)
* [Customer Support FAQ](https://resources.atriptech.com/frequently-asked-questions/customer-support-faqs)

You can download the full Customer Operations Onboarding Guide for easy offline reference below:

{% file src="/files/Al51kH4Bv93gHkfltSLB" %}


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