Customer Operations Onboarding Guide
Operational Framework for Atlas’s Travel Sellers
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 structured, 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.
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:
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.
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:
Refund: API Doc
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.
Note: Improper channel usage may result in processing delays.
5. SLAs and Escalation Matrix
5.1 Escalation Levels and Timelines
Level 0:
Self Service
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: [email protected]
Atlas Operations Manager
Within 8 business hours
5.2 Standard SLAs per Post-Booking Services (ATRIP & EVA)
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
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.
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: [email protected].
This document is reviewed and updated on a regular basis. Latest version available at resources.atriptech.com.
8. Useful Resources
You can download the full Customer Operations Onboarding Guide for easy offline reference below:
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