Service Request User Guide

Submitting a Service Request on ATRIP

A Service Request (SR) can be created in 2 ways in ATRIP.

1. Booking Details

2. Requests

Using Booking Details to Create a Service Request

ATRIP -> My Bookings -> Booking Detail -> Raise a Request

Click on the "Raise a Request" button. A slide-out window will open. Select the appropriate "request category" and add the booking number. Then add the required information in the free-form text box and upload the document if required. Then click on "Submit".

Using Service Request Menu to Create a Service Request

ATRIP -> Requests

Click on Requests -> New request

Select the appropriate "request category" and add the booking number.

Then add the required information in the free-form text box and upload the document if required. Then click on "Submit"

Managing a Service Request on ATRIP

Click on “Requests” and the relevant “Request Number”

We have 4 statuses:

1. New (the service request has been raised and is on the operations team service request queue)

2. In process (service team has received the request and is in the process of dealing with it)

3. Processed (service team has resolved it and is waiting for the customer to “Close” the request OR and is waiting for customer's comments.)

4. Completed (the customer has commented, and the request has been closed)

Manage the request and leave a message for the Atlas service team.

Enter your comment and click on ‘Submit”.

If no customer feedback is received within 72 hours from the "Processed" status posting time, the status will automatically change from "Processed" to "Completed”.

The customer needs to wait for the status of the last request to become "processed" before submitting a second request to the same order.

In case of urgent updates, the customer can leave a message to inform the service staff in the original request of their needs.