SOP – Concierge / Travel Desk – Flight Ticket Booking Procedure

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Flight Ticket Booking Procedure For Hotel Guests

Purpose of Flight Ticket Booking SOP: The Front Office / Travel Desk / Concierge team should know the correct standard for handling guest’s requests for flight ticket booking. All guest’s flight booking requests should be handled with care and no wrong information given to the guest, as this creates a negative impression for the guest. All flight booking requests of the guests must be accurately tracked and followed up in the correct way in order to ensure guest satisfaction.

Flight Ticket Booking Procedure Standard Procedure:

1. If the guest is not holding a ticket and wants to make a fresh booking then the below details are required.

The following questions should be asked:

  • Destination.
  • Departure Date/time.
  • The number of passengers.
  • One way or return ticket.
  • Seat class (Economy, Business Class, First Class, etc.)
  • The Frequent Flyer number of the guest in case applicable.
  • Any airline preference (If there is more than one airline operating that route).
  • Any seat preference (i.e. Non-Smoking, Aisle, Window, etc.)
  • Guest Registered Email ID or Mobile No.

2. Use the Flight Schedule booklet or Online application or website of the airline as a guideline on available flights.

3. Call the airline or Travel Agent to place the flight booking by providing the necessary information.

4. Transfer the flight details into the flight record book.

5. Ensure all details are noted down including the airline clerk’s name and the flight PNR or booking reference.

6. Fill up the flight booking confirmation form.

7. Ensure the form is sent to the guest promptly.

8. If the guest is holding an open ticket and wants to make a booking then ask the following:

  • Departure date and time.
  • Ticket number (normally, this will be shown at the bottom of the ticket)
  • Look out for any restrictions written on the ticket (if any).
  • Special instructions or restrictions are normally this will be shown on the top left corner of the ticket.
  • Guest Registered Email ID or Mobile No.
  • Make a copy of the open ticket.

Training Summary questions:

Q1. What is the purpose of this SOP?

Q2. Who is responsible for booking the flight ticket?

Q3. What details are required for booking a new flight ticket?

Q4. What details are required for booking an open ticket?

Q5. Why is the flight booking request to be updated on the flight request record book?

SOP Number: Front Office SOP – 57
Department: Front Office / Concierge  - Flight Ticket Booking
Date Issued: 12-Aug-2019
Time to Train: 20 Minutes

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