1. Agent will be expected to identify all the relevant info regarding destinations, customers' vaccination statuses, exceptions…
2. Agent will be expected to provide the correct COVID procedure and the relevant documents required for the passenger / itinerary.

1. Agent will be expected to understand all the fare rules regarding changes, mostly penalty fees and repricing of the ticket.
2. Agent will be expected to inform correctly the customer, change the itinerary accordingly and reissue the ticket, collecting the price difference (if any)

1. Agent will be expected to show empathy with customers' need and proceed to book the required assistance. He needs also to ensure that all the documentation required for the service is correctly sent and attached to the case.
2. Agent will be expected to inform all relevant partners (airport, flight attendants…) regarding the customers' situation.

1. Agent will be expected to understand fare rules and identify if the refund is possible according to terms and conditions. He needs also to manually calculate penalty fees if the apply. 2. Agent will take the necessary actions to arrange the Return
3. Agent will need to explain to the customer why the rules apply and educate him to always check before he books.