Sea Crew
It’s a holiday in the Philippines, and the local travel agency is closed. A travel agent calls urgently because their seafarer needs to book a last-minute flight to avoid missing their ship’s departure. The travel agent also requests guidance on pricing, including taxes.
Question:
As a Seacrew Global Desk (SGD) agent, how should you handle this request?
Answer / Steps for the SGD Agent:
1. Identify the urgency
Recognize that this qualifies as an emergency/urgent case since:
- It’s a holiday and the travel agency is closed.
- The seafarer risks missing their ship’s departure.
2. Proceed with prime booking
- Assist with last-minute flight booking for the seafarer.
- Ensure the booking is confirmed immediately to avoid delays.
3. Handle pricing correctly
- Provide guidance on the fare. Make sure to get the “GM” fares.
- Verify that all taxes and fees are correctly applied.
4. Communicate clearly with the travel agent
- Explain the fare, taxes, and any time-sensitive information.
- Confirm the booking and reassure the travel agent that the seafarer will not miss their ship.
5. Document the interaction
- Record the booking and any special notes about the emergency case for audit/tracking purposes. - - Remind TA of the required documents applicable for seaman.
A travel agent contacts the Seacrew Global Desk (SGD) on behalf of their seafarer client. The seafarer wants to purchase prepaid baggage for an upcoming flight. The travel agent asks if the SGD can process the request and the payment.
Question:
As an SGD agent, how should you handle this request while following the guidelines for Travel Boost purchases?
Answer:
1. SGD agents must validate the itinerary to determine whether any segment involves anOA flight. Travel Boost requests may only be processed for PR-operated segments. ForOA segments, TAs should be advised to coordinate directly with the concerned airline.
2. Confirm that the request only involves availing of Travel Boost (Prepaid Baggage orSeat). No processing of Prime booking and ticketing.
3. Add the Prepaid Baggage request in the PNR and process the payment using AgentPay (payment link) as the form of payment.
4. Use the email address of the Travel Agency that owns and created the booking.
5. Do not request the seafarer’s personal email.
6.Provide confirmation to the travel agent once the purchase is successfully processed.
A travel agent calls the Seacrew Global Desk (SGD) requesting that a ticket be issued immediately for a seafarer. The booking involves a prime transaction, but the seafarer is at risk of missing their ship due to last-minute schedule changes.
Question:
Under what circumstances can the SGD accept the travel agent’s request to issue a ticket for the seafarer?
Answer:
1. SGD does not issue tickets for prime transactions under normal circumstances.
2. Tickets may be issued only in emergency or urgent cases, such as:
Last-minute flight bookings for passengers at risk of missing their ship.
Schedule changes that could affect ship operations.
Holidays or situations when the travel agency is closed.
Urgent crew travel arrangements for essential ship operations.
3. The SGD must verify the urgency before proceeding.
4. Once confirmed as an emergency, the SGD may issue the ticket and provideconfirmation to the travel agent.
A travel agent contacts the Seacrew Global Desk (SGD) requesting assistance to make a voluntary change to a seafarer’s itinerary. The booking includes PAL flights and segments with another airline (OAL).
Question:
As an SGD agent, how should you handle this voluntary rebooking or reissuance request while following the proper procedures?
Answer:
1. Determine urgency:
SGD only handles voluntary changes in urgent or emergency situations (e.g., last-minute schedule changes that could impact operations).
All other voluntary changes must be handled by the Travel Agency.
2. For bookings involving Other Airlines (OAL):
Remind the travel agent to double-check with the OAL to ensure the rebooking has beengenerated on their end.
3. SGD’s role:
Provide guidance, confirm procedures, and verify urgency if applicable.
Ensure the travel agent understands their responsibility for handling voluntary changes,unless it qualifies as an emergency.
A seafarer’s flight is involuntarily disrupted due to weather conditions. The system automatically reprotects the passenger on an alternative flight; however, the seafarer is not amenable to the reprotected option because it will cause them to miss their vessel’s joining schedule. The booking is either Pure PR or PR & OAL.
Question:
As an SGD agent, how should you handle this involuntary rebooking request when the passenger is not amenable to the reprotected flight?
Answer:
Confirm that the case qualifies as an involuntary (INVOL) transaction.
If the passenger is not amenable to the reprotected flight, apply the Customer Recovery Guidelines (CRG).
If the original Booking Class Code (BCC) is no longer available, follow the appropriate CRG handling for rebooking, rerouting, or recovery options.
Coordinate with the Travel Agent and consult on recommended alternative ports or routings to meet the vessel’s joining schedule.
Ensure compliance for both Pure PR and PR & OAL itineraries and complete the INVOL rebooking accordingly.
A new SGD agent is undergoing training and needs to understand the coverage areas of the Seacrew Global Desk. The trainer asks the SGD agent to identify the locations from which the SGD handles seafarer requests.
Question:
As an SGD agent, what are the Point of Sales (POS) of the Seacrew Global Desk?
Answer:
Philippines
USA
Cyprus
Greece
A travel agent contacts the Seacrew Global Desk (SGD) asking if the SGD can process a refund for a seafarer’s booking. The booking includes either Pure PR or PR & OA flights.
Question:
As an SGD agent, how should you handle voluntary or involuntary refund requests according to procedures?
Answer:
Confirm that the booking is Pure PR or PR & OA.
Advise the travel agent that all refund requests, whether voluntary or involuntary, must be processed by the Travel Agency
Provide guidance if needed on the proper procedure, but do not process the refund yourself.
Ensure the travel agent understands their responsibility in handling refunds.
A travel agent contacts the Seacrew Global Desk (SGD) asking about visa requirements, Transit Without Visa (TWOV), and passport validity for a seafarer traveling through multiple countries.
Question:
As an SGD agent, how should you handle this request while ensuring compliance with company procedures?
Answer Guidance:
1. Use TIMATIC to provide general guidance on visa, TWOV, and passport requirements.
2. Advise the travel agent to double-check with the respective country authorities for the most up-to-date and accurate information.
3. Remind the travel agent that all information provided by SGD is advisory only.
4. Emphasize that the final responsibility for confirming travel requirements lies with the TravelAgent.
A travel agent contacts the Seacrew Global Desk (SGD) because a seafarer’s checked baggage has been delayed. The travel agent needs assistance to locate the baggage and advise the seafarer on next steps.
Question:
As an SGD agent, how should you handle this request?
Answer Guidance:
1. Confirm that the request involves lost or delayed baggage.
2. Verify the baggage status using the airline’s tracking system.
3. Update the travel agent on the current status of the baggage.
4. Advise TA on any required follow-up actions for the seafarer.
5. Maintain professionalism and ensure the travel agent is fully informed throughout the process.
An SGD agent receives a call from a travel agent asking for assistance with a Seacrew concern that requires airport coordination. The travel agent expects the SGD agent to contact the airport directly.
Question:
As an SGD agent, how should you handle this request while following company procedures?
Answer:
1. SGD agents should not contact the airport directly—only SGD Team Leaders are authorized to do so.
2. Inform the travel agent that all airport coordination must go through the SGD Team Leaders.
3. Provide guidance on the proper email correspondence format:
To: cronw@pal.com.ph, asm_cbs@pal.com.ph
CC: stephen_wong@pal.com.ph, PRPax_AdminGroup@pal.com.ph
4. Ensure that all communications and actions are logged for tracking and audit purposes.
5. Escalate or inform the Team Leader if immediate action is required.
A travel agent calls the Seacrew Global Desk (SGD) regarding a seafarer’s booking. They want to ensure that all required documents are properly reflected in the PNR for smooth airport processing.
Question:
As an SGD agent, what are the mandatory information and documents that must be included in the PNR to ensure proper processing and coordination for a seafarer?
Answer Guidance:
1. Ensure that all essential seafarer details are included in the PNR.
2. Input the mandatory PNR elements:
- SSR SEMN (Special Service Request for seamen)
- Name of the ship / Manning agency
- Point of contact (phone/email of the ship or responsible agency)
3. Add an SK entry (SK SEMN) for easy identification at check-in counters.
4. Optional: Input documents such as Seaman’s Passbook, Letter of Guarantee, OKTB, or OEC if specifically requested by the Travel Agent.
5. Verify if the Travel Agent wants to double-check that “OK to Board” is properly reflected in the PNR.
A travel agent contacts the Seacrew Global Desk (SGD) about a seafarer’s rebooking and wants to confirm that their Prepaid Baggage is correctly linked to the new flight.
Question:
As an SGD agent, what steps should you take to ensure that the seafarer’s Prepaid Baggage is properly associated with the new booking?
Answer Guidance:
1. The SGD agent verifies that the Prepaid Baggage EMD is linked to the correct flight in the system.
2. Confirm that the reassociation is accurate and complete.
3. Inform the travel agent once verification is done.
4. Advise if any follow-up action is required to correct the linkage.
5. Document the verification for tracking and audit purposes.
A seafarer’s flight is disrupted due to irregular operations (IROPs). The Travel Agent calls the Seacrew Global Desk (SGD) asking which port the seafarer should be rebooked to in order to continue their journey.
Question:
As an SGD agent, how should you respond to the Travel Agent regarding the nearest port for rebooking?
Answer:
1. Kindly inform the Travel Agent that the SGD is not responsible for determining the nearest port.
2. Advise politely that it is the Travel Agent’s responsibility to identify the nearest port for rebooking the seafarer in cases of IROPs.
3. Offer guidance or clarification on policies if requested but refrain from selecting the port on their behalf.
4. Emphasize courteously that proper port selection is important to ensure the seafarer can continue their journey smoothly.
A travel agent calls the Seacrew Global Desk (SGD) to confirm that a seafarer’s PNR is properly set up for airport check-in. They want to ensure that the seafarer can be easily identified by the airport staff.
Question:
What specific SK entry must be included in the seafarer’s PNR to ensure proper and easy identification at the check-in counters?
Answer:
SK SEMN ✅
A travel agent calls the Seacrew Global Desk (SGD) requesting assistance to correct a seafarer’s name on a ticket. The booking includes flights with PAL and another airline (OAL).
Question:
As an SGD agent, how should you advise the travel agent to handle this Name Correction request according to company procedures?
Answer:
For PAL bookings:
Advise the travel agent to follow the Circular release on Name Correction Policy for Travel Agents, titled “Procedure of Travel Agency on Reissuance for Name Correction.”
Clarify that the travel agency is responsible for reissuing the ticket after name correction.
For bookings involving Other Airlines (OAL):
Remind the travel agent to secure authority from the OAL to amend the name first.
Once approved by the OAL, the travel agent should update the PNR and follow steps A–Gas per the procedure.
Ensure the travel agent verifies with the OAL that a new ticket has been generated on the OAL side.
SGD’s role:
Provide guidance and clarification on procedures but do not reissue the ticket for the travel agent.
Ensure the travel agent understands the correct process for both PAL and OAL segments.