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

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 | Guide
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

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: 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

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.