Upgrading Online Special Service
Vietnam Airlines has upgraded its online special service registration (online SSR) since December 2020 as part of efforts to better serve passengers in search for privileged services.
The Online SSR can connect to the Saber reservation system, automatically update passenger requests in the passenger name record (PNR) and reply to passengers via emails, thus reducing the manual work.
Several services will be confirmed immediately if conditions of provision are met, such as special meals, baby cots, wheelchair requests and assistance for the hearing and visually impaired passengers. Several other services that require assessment, such as unaccompanied minor service, stretcher and oxygen as medical aid will be received and processed by Call Center staff using the SSR Management (SSRM) software.
The Online SSR has added the SSRM to accelerate the management and monitoring the status of processing special service requests. In addition, passengers will enjoy more convenience such as simpler registration and contact time shortened, compared to calls or emailing requests to the ticketing office.
On the other hand, the newly upgraded Online SSR helps quickly handle the requests for special services by passengers traveling to/from the United States, meeting the requirements of serving passengers with disabilities.
Community orientation is the criterion that Vietnam Airlines has always been maintaining as it seeks to improve service quality. In particular, ensuring access to convenient air travel for passengers with limited mobility is one of the airlines’ important goals.
