A satisfied customer is

the best business strategy

of all.
 Quality Control
o ED FF has a QC Team, our goal is try to avoid any possible problem that
might affect our passengers on destination. We do this by reviewing
every service.

o QC procedure improves as we find errors that we didn’t recognize

before and we learn how to deal with them.

o QC take action if the problem affect the booking reservation and if

contacting the passenger is a must.
 Quality Control Types

o TM QTC - Booking Created - ED/WA

o TM QTC - 10 days prior to dept - ED/WA

o Tag: FF - ED - Quality Control (only used for Multi continent)

o Tag by Services
 Initial Quality Control
Booking Process
It’s an automatic QC that is done by a Robot, this QC is made on
the booking process.

Example:
 TM QTC - Booking Created - ED/WA
Locate the possible problem in the booking.

Issue Tag to QC Service QC Team Work Inform FF or Agent

 Quality Control Services
 Hotel - Tag: FF - EDQC - Hotel Review

- Room Amenities
(Two or more rooms)
Category - Type
- Early and Late check in
According to passenger arrival time
- Hold the room
- Room Occupancy Request to hold the room if flight arrives
Double room with triple occupancy after midnight.
2 adults and a child /Infant

- Annex Room - Hotel –Flights and Train

This room is not located inside the main building
Passengers must have a hotel
reservation on the arrival date.

- Group Booking
When you have two or more rooms in the same
hotel
Bookings travelling together
  SST- Tag: FF - EDQC - Tour Review
SST- Sightseeing Tour
• Two or more SST booked on the
same date.
• Schedule of train, flight or other
service booked on the same
date of the tour.
TPK- Tour Packages
• Hotel after or before the tour
package, some suppliers
won't provide the transfer for
that day.
• Conflict between the flight
arrival and the first activity.
• Request flight information in
order to check if date and
time matches with the TPK
starting date (Land only
cases)
 Car Rental - Tag: FF - EDQC - Car Review
• Car type, if the reservation is for more them 4 people.
• Pick up time and Drop off: According to trains and flights. Also check
locations.
Example: Drop off in CDG Airport and flight departs from Orly Airport.
• Drop box
Cases when car rental office isn’t open and passengers need to have the
drop box for the car keys.
• Check when rental car service is between countries, the vendor will
charge the passenger a cross border fee and all countries must be noted
on voucher at time of booking.
• Check car rental Period, if it’s 2 days or less tag to CAR
CANCEL/CHANGE.
• Check maximum driver age only in Dublin.
• Check if passenger is travelling with children (1-5 years) and request a
baby seat for child.
 Transfers - Tag: FF - EDQC - Transfer Review
 Check airport location with departure and arrival flight.
Example: Flight arrives in Gatwick but is confirmed in Heathrow
 Check if drop off and pick up match with hotel.
 Venice Transfer
Cases where flight departs very early, offer passenger a Private/Shared
transfer.

 Hydrofoil

If there is not hydrofoil available, make sure passenger

is aware.
Example: Oct 7 Mykonos Island, GR NO HYDROFOIL
BOOKED-SEP THRU APRIL
  Lack of Transportation Between Cities
Tag: FF - EDQC - Lack of transportation
Email needs to be sent to the passenger in cases where they don’t book
transportation between cities with us. With the email, offer transportation
between those cities if we offer them.
Please see below: Lack of transportation between Lisbon and Porto.
  Trains - Tag: FF - EDQC - Train Review
 Train and other services on the same date, make sure that they do not
interfere with each other.
 Train and flight on the same date, in cases when passengers do not have
hotel and leave from the station to the airport.

Example: Image below

  10 Days prior to Departure
Tag: TM QTC - 10 days prior to dept - ED/WA
• Booking status payment needs to be fully charged.
• Passenger must be able to open their voucher 10 days before
departure date.
In cases when voucher can’t be opened, QC team has to find why and
work on it.
Example:

Cases where vouchers can’t be opened are:

1. There is a remaining balance.
2. Some services are in RQ.
3. There is a problem with the system.
 Quality Control Report
Ed. Bkngs - With Balance Due - By Dep Date
This report is made for controlling booking’s that have a remaining balance. We
as Q.C have to make sure the balance is 0.
Please see image below:
 Ed. Ff - Negative Balance - By Dep Date
This report is made for controlling booking’s that have a pend refund. We
as Q.C have to make sure the balance is 0.
If we have a problem booking, we send it to Mike for his evaluation.
Please see image below:
THANK YOU!