# 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.

Diagram 1: Atlas Post-Booking Services Workflow

### 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 | | ---------------------------------- | ------------------------------------------------------------------------------------------------- | -------------------------------------------------------------- | ------------------------ | ------------------------------------------------------ | |

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: | 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: . 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="" %}