SPLIT RULES

CLIENT LOOKING FOR A NEW TICKET (All Scenarios)

YES NO

NAME MENTIONED
Existence of other agents: For all calls, Name,
Solid Choice PQs, Calls, Emails, Our Company if mentioned.
Mentioning our company in case of promotions is
unrelated*
The client chose the
Agent B can assist the
original agent ** customer (in case of sale
100% goes to agent B)
NO YES
The client Agent A can
returns directly assist and sell
TRANSFER to the original = 100% to
agent agent A

* In case “reservation” / “oaf” mentioned, check the NOTES.

Agent B can Is Agent available? *** * Not applicable to cases where clients specifically mention receiving promotional materials from our
company.
assist the
customer (in ** If the customer mentions another Agent’s Name and there are several agents with the same first name (but different
If Yes, If No, last names), the customer should be informed of this and given a choice of which agent they would like to be transferred
case of sale to. See also “Instructions”
100% goes to Agent A Agent B
agent B) sells = sells = *** 30 minutes rule apply (The original agent is responsible for notifying the other agent of their intention to
100% 50%/50% reclaim the client.)
 NOTES - MAIN GUIDELINES

1. If the customer mentions an Agent's Name, the standard practice is to always provide a Solid Choice
(unless the OAF has been sent). This applies to all categories of clients, including new clients,
referrals, returns, company returns, diamond returns, and BQ cases.
2. If the customer doesn’t mention any specific agent, Agent B can assist.
3. If, during the 2nd, 3rd, 4th, etc. call, the customer refers to another PQ, another agent, another call, or
having worked with our company before (indicating another agent existence), Agent B should inquire
the agent’s name and provide a Solid Choice. This applies to all categories of clients, including new
clients, referrals, returns, company returns, diamond returns, and BQ cases.
4. If the customer mentions another Agent’s Name and there are several agents with the same first
name (but different last names), the customer should be informed of this and given a choice of which
agent they would like to be transferred to.
5. If the customer opts to work with the original agent, go ahead and transfer the call.
6. If the customer opts to work with Agent B, Agent B should ensure a 100% sale closure.
7. These rules are applicable to all new travel requests. For guidance on handling Voids and
Re-Escalated Cases, please refer to Slide 4 and Slide 5.
 NOTES - RESERVATION / OAF / VOID*
Once Agent B finds out that the customer has a "reservation" or "OAF" with another agent
(including all VOID types), the following steps should be followed:
1. Agent B must transfer the call to the appropriate agent and inform the customer someone will get back to
them within 30 minutes.
* Agent B should promptly send an email to all relevant parties as per the “30-minute” rule.
* If, within 30 minutes, the lead is not reassigned or there’s no reply, Agent B may continue working with the customer.
* Agent B is not allowed to interfere with the sale if the OAF has already been sent to the customer by Agent A, unless the customer initiates the
requests for assistance.

2. If the customer cannot recall Agent’s A name, Agent B should ask, “Would you like me to find this agent for
you?”
* If the customer responds with YES, refer to point 1.
* If the customer responds with NO, Agent B may assist the client (keeping 100%).
* any answer different from a positive one (negative, uncertain or associative with negative) is considered as a “no”

3. Additionally, agents who send OAFs without the client’s consent are not eligible for a split.
 NOTES - Re-escalated Cases and/or Voids sent by CS via email

1. If the original Agent A responds to the email "Re-escalated SC Request XXXXX" and/or the Urgent Void in a timely manner
and takes action:
a. Agent A can take over the active exchange request from Agent B.
b. Agent A should send an email regarding the request re-assignment.
2. If the original Agent A responds to the email "Re-escalated SC Request XXXXX" and/or the Urgent Void in a timely manner
and takes the exchange request from Agent B, but the customer subsequently contacts Agent B directly:
a. Follow the BQ workflow for handling the customer's request.
3. If the original Agent A responds to the email "Re-escalated SC Request XXXXX" and/or the Urgent Void in a timely manner
and starts working on the new flight, and the customer mentions another agent's name:
a. Provide a solid choice in response to the customer's preference.
4. In cases where the agent sold a new ticket as part of the exchange request (without creating a new one), inform the manager,
and the case will be considered separately.
5. To demonstrate that the case was re-escalated, attach a screenshot of the "Re-escalated SC Request XXXXX" and/or Urgent
Void email as proof.
6. If the original agent doesn’t respond within the specified time frame, Agent B has the option to finalize the sale and split 50/50
with Agent A.

IMPORTANT NOTE: If, during the conversation with the client, it is revealed that the lead is still unassigned, it should be
assigned to/by the agent.
 INSTRUCTIONS - SOLID CHOICE

A VALID WAY
1) Would you like me to transfer you to [Original Agent Name]?
2) Would you like me to connect you with [Original Agent Name]?
3) Which of these agents you just named would you like me to transfer you to? [in case several agents were
mentioned]?
4) I see we have several people with this name (Elton Frost and Elton Young). Which of these agents would
you like me to transfer to? [in case several agents with the same first name, but different last name found]?

IMPORTANT NOTE: any answer different from a positive one (negative, uncertain or associative with
negative) is considered as a “no”.
 INSTRUCTIONS - SOLID CHOICE

NOT A VALID WAY

1) If Agent B didn’t immediately offer a solid choice (for example, the customer mentioned another agent or
indicated that another agent might be dealing with the customer);
2) If Agent B attempted to retain the customer before offering a solid choice, like when the customer mentioned
they couldn't reach the previous agent, and Agent B responded with something like:
"...yeah, it seems you cannot reach out to your agent, which is why I’m asking if you’d like me to transfer you to
John?”;
"...you are currently talking to me, so would you still want me to transfer you to John?”;
"...I can offer you a great deal, but before that, would you prefer I transfer you to John?;
etc ...)”

IMPORTANT NOTE: A solid choice must be provided strictly in English.

 INSTRUCTIONS - ANCILLARY PRODUCTS SOLD BY CS

POSSIBLE SCENARIOS
1) When a customer calls the CS line seeking information about TCS or another ancillary product, the CS agent
must present the customer with a choice: whether they prefer to be transferred to the original agent for the
procurement. Following the hierarchy outlined in the split rules, the original agent keeps 100% if the transfer is
successful, however, if the original agent is unavailable during the transfer, the CS agent is entitled to retain
100% of the post-sale procurement. Conversely, if the CS agent ignores the customer's choice, the sales agent
may claim 100% of the sale.
2) If a CS agent independently sells an ancillary product during a customer interaction unrelated to the ancillary
product, such as when the client calls for a different reason (exchange, refund, seat assignment etc), the sale
remains credited to the CS agent and is not eligible for claims by the sales agent.

IMPORTANT NOTE: A solid choice must be provided strictly in English.

INSTRUCTIONS - HOW TO CLAIM

AGENTS ARE NOT PERMITTED TO ADVICE SITUATION

CLAIM a case by simply requesting an Agent A is required to provide
investigation into whether everything was evidence in the RC within a
done correctly. Such claims will be
disregarded by QA. Instead, a valid and
96-hour timeframe to
specific reason should be provided. demonstrate that they actively
The only valid reasons for an agent to claim worked with the client. If Agent
a sale are as follows: A does not respond within this
* Agent A worked properly on the lead, timeframe, the sale will default
followed up appropriately, and observed that to 100% ownership by the agent
the sale was generated by another agent. who initially made the sale.
* The agent can provide evidence
demonstrating that the rules were violated
against them in the sale process.
INSTRUCTIONS - CLARIFICATIONS

MEANING OF WORKED EXISTENCE OF OTHER AGENTS:

PROPERLY NAME, PQ, CALL, EMAIL WERE
We will maintain the current policy: An agent MENTIONED (FOR ALL CALLS)
is eligible for a split if they can demonstrate If the client mentions something like, "someone
that they actively engaged with the client, from your company already called me and/or
which includes having at least one offered me a similar flight" without specifying a
substantial conversation about the flight and name, the agent should proactively ask for the
sending at least one PQ. name and then proceed to provide a clear and
● For new clients, this engagement a Solid Choice*.
should have occurred within the last 2
weeks.
● For returns or referrals, the interaction
should have taken place within the
last 1 year.