Gold Medal improves agents’ waiting times with online hub launch

Dnata said online enquiries had risen 80% since the adoption of the facility, which is accessed via the Agent Tools tab on the Gold Medal website. It added: “This is, in turn, helping to drive down call waiting times and free up operational staff to provide assistance to agents with more complex enquiries.”

The service hub contains post-booking support, contact information for Gold Medal’s service teams, links to latest travel and airline information, terms and conditions, guides to documentation and contact forms.

Through it, agents can also seek and receive quotes for flight cancellations and amendments. They can also send non-urgent requests, questions and queries via an online form direct to service teams, with a guaranteed response time of 48 hours. 

Similar hubs for Pure Luxury and Cruise Plus are also provided. 

Dnata Travel Group’s UK service director Kath Sharples said: “Our service hubs mean agents can answer to a variety of non-urgent queries themselves, including those relating to flight cancellations and amendments.

 
“Instead of waiting on the phone, completing a simple form will ensure we get back to them within 48 hours."