1. passenger sales division manual ed aug 28, 2015 rev 03 · 0.1 list of effective pages ... 1.8...

MARKETING

Controlled Copy - Do not duplicate without prior permission

MARKETING DEPARTMENT MANUAL

CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02

Do not duplicate without prior permission.

PASSENGER SALES

01 : 00 : 0

Rev # : 03

August 27, 2015

MARKETING


Part Title

0 The Manual

1 Part 1: Regional Management Procedures

2 Part 2: Marketing Support Procedures

3 Part 3: District Office Management Procedures

4 Appendices


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.1 LIST OF EFFECTIVE PAGES REV 03 / Effective August 27, 2015

Title Effective

Pages Revision

No.

0-25 03

Part 1: Regional Management Procedures 0-16 03

keting Support Procedures 0-7 03

Part 3: District Office Management Procedures 0-41 03

0-08 03

01 : 00 : 1

Rev # : 03

August 27, 2015

Revision Date

AUGUST 27, 2015

AUGUST 27, 2015

AUGUST 27, 2015

AUGUST 27, 2015

AUGUST 27, 2015

MARKETING


P A S S E N G E R S A L E S M A N U A L

M A R K E T I N G


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02



M A R K E T I N G D E P A R T M E N T

01 : 00 : 2

Rev # : 03

August 27, 2015


D E P A R T M E N T

MARKETING


Edition Number

Revis ionNumber

1st Edit ion Revision

No. 0


No. 01


No. 02

2nd Edit ion RevisionNo. 0

2nd Edit ion Revision No.

01

2nd Edit ion Revision No. 02

2nd Edit ion Revision No.

03


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.2 RECORD OF EDITIONS

Revis ion Number

Issue Date

Effect ive Date

Revision No. 0

March 01, 2010

March 01, 2010

Revision No. 01

July 01, 2010 July 01, 2010

Revision No. 02

July 01 ,2011 July 01 ,2011

Revision No. 00 Jan 21 ,2013 Jan 21 ,2013

Revision No. 01 Jan 21 ,2015 Jan 22 ,2015

Revision No. 02 Jul 27, 2015 Jul 27, 2015

Revision No. 03 Aug 27, 2015 Aug 27, 2015

01 : 00 : 3

Rev # : 03

August 27, 2015

Inserted By

DGM QA Market ing

July 01, 2010 DGM Audit Compliance Marketing

01 ,2011 DGM Audit Compliance Marketing

,2013 DQC- MKT

5 DQC- MKT

5 DQC- MKT

Aug 27, 2015 DQC- MKT

MARKETING


The production of the Passenger Sales Marketing Department who have worked I appreciate the enthusiasm and effort that was extended towards the preparation of this all managers, officers and staff who contributed by providing the required informationachieve the completion of this project, are also appreciated. I am pleased to place on record my special appreciatioexistence with enthusiasm and pride.people that paved the way for this I expect effective implementation of this such initiatives.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.3 ACKNOWLEDGEMENT

The production of the Passenger Sales Chapter has been the result of strong teamwork of thewho have worked selflessly in bringing this chapter into existence.

I appreciate the enthusiasm and effort that was extended towards the preparation of this all managers, officers and staff who contributed by providing the required informationachieve the completion of this project, are also appreciated.

n record my special appreciation for DQC team who spearheadedexistence with enthusiasm and pride. They orchestrated helpful briefing sessions with all the concerned people that paved the way for this chapter.

I expect effective implementation of this chapter and look forward to furthering the cause of quality

Director

01 : 00 : 4

Rev # : 03

August 27, 2015

has been the result of strong teamwork of the personnel of into existence.

I appreciate the enthusiasm and effort that was extended towards the preparation of this chapter. Efforts of all managers, officers and staff who contributed by providing the required information and assistance to

arheaded this chapter into orchestrated helpful briefing sessions with all the concerned

the cause of quality through

Director Marketing

MARKETING



CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Intentionally Left Blank

01 : 00 : 5

Rev # : 03

August 27, 2015

MARKETING


PART 0 THE MANUAL 0.0 TITLE PAGE

0.1 LIST OF EFFECTIVE PAGES 0.2 RECORD OF EDITIONS0.3 ACKNOWLEDGEMENT

0.4 TABLE OF CONTENTS 0.5 DOCUMENT’S AVAILABILITY 0.6 INCORPORATI

GENERAL 0.7 INTRODUCTION 0.8 ABBREVIATIONS 0.9 AIRLINE TERMINOLOGIES

THE ORGANIZATION

0.10 PASSENGER SALES ORGANOGRAM0.11 PASSENGER SALES PROFILE

0.12 SERVICE DELIVERY PROCEDURE

PART 1

REGIONAL 1.1 SOP for planning promotional activities/Product Off 1.2 SOP for offering/deciding sales incentives for travel A 1.3 SOP for planning training needs at various stations

1.4 SOP for planning addition 1.5 SOP for providing Office Equipment/Support to Dom/Int’l stations

1.6 SOP for approval and Support to stations1.7 SOP for handling stations’ queries / problems 1.8 SOP for processing of stations’ request for sales incentives to the Agents

1.9 SOP for communication with Distric1.10 SOP for monitoring visits at stations1.11 SOP for preparation monitoring reports for the Management

PART 2 MARKETING SUPPORT

2.1 SOP for PIA Task Fo 2.2 SOP for Inadmissible Passengers

2.3 SOP for Compliant Management System in Head Office


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.4 TABLE OF CONTENTS

LIST OF EFFECTIVE PAGES RECORD OF EDITIONS ACKNOWLEDGEMENT TABLE OF CONTENTS DOCUMENT’S AVAILABILITY INCORPORATION OF REVISIONS

INTRODUCTION ABBREVIATIONS

AIRLINE TERMINOLOGIES

PASSENGER SALES ORGANOGRAM PASSENGER SALES PROFILE SERVICE DELIVERY PROCEDURE – PASSENGER SALES

REGIONAL MANAGEMENT PROCEDURES

SOP for planning promotional activities/Product Offerings at various stations or offering/deciding sales incentives for travel Agents at (DOM/INT’L) station

SOP for planning training needs at various stations SOP for planning additional facilities at stations. SOP for providing Office Equipment/Support to Dom/Int’l stations SOP for approval and Support to stations for holding Special Events. SOP for handling stations’ queries / problems SOP for processing of stations’ request for sales incentives to the Agents

communication with District offices monitoring visits at stations (VOIDED) preparation monitoring reports for the Management (VOIDED)

MARKETING SUPPORT 2.1 SOP for PIA Task Force 2.2 SOP for Inadmissible Passengers 2.3 SOP for Compliant Management System in Head Office

01 : 00 : 6

Rev # : 03

August 27, 2015

ABBREVIATIONS

MANAGEMENT PROCEDURES

erings at various stations gents at (DOM/INT’L) station

SOP for processing of stations’ request for sales incentives to the Agents

VOIDED)

MARKETING


PART 3 DISTRICT OFFICE MANAGEMENT PROCEDURES

3.1 SOP for making an annual sales plan for distric3.2 SOP for allocation of sales targets among sales promotional officers/ Selling 3.3 SOP for Verifying Sales Calls.3.4 SOP for making Corporate Accounts.3.5 SOP for resource planning3.6 SOP for determining training requirement for district office personnel 3.7 SOP for planning the group handling requests/ discounts 3.8 SOP for provisioning of various revenue documents based on periodic 3.9 SOP for Handling Customer Complaints /

3.10 SOP for executing the sales plan (territory w 3.11 SOP for sales Calls Patterns/Call Reports 3.12 SOP for reporting sales performance to 3.13 SOP for Passenger Handling at Booking Offices 3.14 SOP for handling PTA 3.15 SOP for handling re 3.16 SOP for ticket delivery at passenger doorstep 3.17 SOP for handling visa requests 3.18 SOP for dissemination of timely information at Station level

3.19 SOP for Reporting Sales Proceeds 3.20 SOP for monitoring sales performance with assigned targets. 3.21 SOP for monitoring the queue timings of the pas 3.22 SOP for monitoring the staff appearance. 3.23 SOP for monitori 3.24 SOP for reviewing training effectiveness of District Office personnel 3.25 SOP for fori (ری��

PART 3

I. Process Map for PaII. Customer Handling Process (Dist. Office) III. Call Report IV. Call Pattern V Travel Agent Feedback Analysis FormVI Log of ticket delivery at door step


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


DISTRICT OFFICE MANAGEMENT PROCEDURES

SOP for making an annual sales plan for district offices in terms of Pax sales.SOP for allocation of sales targets among sales promotional officers/ Selling SOP for Verifying Sales Calls.

making Corporate Accounts. SOP for resource planning (Infrastructure, equipment, HR) SOP for determining training requirement for district office personnel SOP for planning the group handling requests/ discounts SOP for provisioning of various revenue documents based on periodic SOP for Handling Customer Complaints / Suggestions.

ting the sales plan (territory wise) through the sales force. SOP for sales Calls Patterns/Call Reports SOP for reporting sales performance to regional managers/GM Pax. SalesSOP for Passenger Handling at Booking Offices SOP for handling PTA (VOIDED) SOP for handling re-routing / change of class requests SOP for ticket delivery at passenger doorstep SOP for handling visa requests SOP for dissemination of timely information at Station level SOP for Reporting Sales Proceeds SOP for monitoring sales performance with assigned targets. SOP for monitoring the queue timings of the passengers at the district office. SOP for monitoring the staff appearance.

nitoring the shift performance. SOP for reviewing training effectiveness of District Office personnel.

ticket (��ری

APPENDICES

Process Map for Passenger Sales Customer Handling Process (Dist. Office)

V. Call Pattern

Travel Agent Feedback Analysis Form Log of ticket delivery at door step

01 : 00 : 7

Rev # : 03

August 27, 2015

DISTRICT OFFICE MANAGEMENT PROCEDURES

in terms of Pax sales. SOP for allocation of sales targets among sales promotional officers/ Selling Outlets

SOP for determining training requirement for district office personnel

SOP for provisioning of various revenue documents based on periodic requirement.

ise) through the sales force.

s/GM Pax. Sales

sengers at the district office.

ssenger Sales Customer Handling Process (Dist. Office)

MARKETING


INTENTIONALLY LEFT BLANK


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02



01 : 00 : 8

Rev # : 03

August 27, 2015


MARKETING


Note: The following positions are mainly concerned with this document. Marketing Department employees through restricted to PIA employees only.

S # POSITION

1. Director Marketing

2. General Manager Pax Sales

3. General Manager Revenue Management

4. General Manager Industry

5. GM Marketing Planni

6. District Manager Karachi

7. General Manager Network Planning

8. DGM Regional

9. District Manager Islamabad

10. District Manager Lahore

11. District Manager Rawalpindi

12. District Manager N.W.F.P

13. District Manager Quetta

14. District Manager Faisalabad

15. Manager Americas

16. Manager Chicago

17. Manager Houston

18. Manager Canada

19. Manager UK South

20. Manager UK North

21. Manager Birmingham

22. Manager Glasgow


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.5 Document’s Availability

The following positions are mainly concerned with this document. This document is accessible to all Department employees through the PIAC Corporate Website for ready reference; however, viewing is

restricted to PIA employees only. The following positions are mainly concerned with this document:

POSITION

General Manager Pax Sales

General Manager Revenue Management

Industry Affairs

Planning

Karachi

General Manager Network Planning

District Manager Islamabad

District Manager Lahore

District Manager Rawalpindi

District Manager N.W.F.P

District Manager Quetta

District Manager Faisalabad

Manager Birmingham

S #

23. Manager Germany

24. Manager Italy

25. Manager Turkey

26. Manager Spain

27. Manager France

28. Manager Norway

29. Manager Scandinavia

30. Manager Benelux

31. Manager Malaysia

32. Manager Thailand

33. Manager Singapore

34. Manager Hong Kong

35. Manager Japan

36. Manager China

37. Manager Bombay

38. Manager Delhi

39. Manager Nepal

40. Manager Bangladesh

41. Manager Sri

42. Manager Afghanistan

43. Manager Riyadh

44. Manager Dubai

01 : 00 : 9

Rev # : 03

August 27, 2015

This document is accessible to all the PIAC Corporate Website for ready reference; however, viewing is

The following positions are mainly concerned with this document:

POSITION

Germany

Manager Italy

Manager Turkey

Manager Spain

France

Norway

Scandinavia

Manager Benelux

Malaysia

Thailand

Manager Singapore

Manager Hong Kong

Manager Japan

Manager China

Manager Bombay

Manager Delhi

Manager Nepal

Manager Bangladesh

Manager Sri Lanka

r Afghanistan

Manager Riyadh

Manager Dubai

MARKETING


S # POSITION

45. Manager Bahrain

46. Manager Abu Dhabi

47. Manager Doha

48. Manager Al Ain

49. Manager Muscat

50. Manager Jeddah

51. Manager Dammam

52. Manager Madina

53. Manager Makkah

54. Manager Multan

55. Manager Bahawalpur

56. Manager Rahim Yar Khan

57. Manager Sukkur

58. Manager Nawabshah

59. Manager Hyderabad

60. Manager Sialkot

61. Manager Bradford

62.

63.

64.

65.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


pur

Manager Rahim Yar Khan

Manager Nawabshah

Manager Hyderabad

S # POSITION

66.

67.

68.

69.

70.

71.

72.

73.

74.

75.

76.

77.

78.

79.

80.

81.

82.

83.

84.

85.

86.

01 : 00 : 10

Rev # : 03

August 27, 2015

POSITION

MARKETING


INTENTIO


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


INTENTIO NALLY LEFT BLANK

01 : 00 : 11

Rev # : 03

August 27, 2015

NALLY LEFT BLANK

MARKETING


General � Amendments to the Passenger Sales � Amendments shall be done when required by law, to keep abreast of

of change of airline policies and procedures and also in case of periodic management reviews.� Amendments are covered by a Letter of Revision.� All amendments to the Passenger Sales

Website (for employees’ area) and will be communicated across the network through e� All amendments to the Passenger Sales

different date has been specified in the respective Letter of Revision. Record of Revisions

� A revision record for the Passenger Sales Pages. This is numbered and dated.

� Passenger Sales Chapter� When an amendment is received the number and date shall be entered in the Amendment Sheet to reflect

the currency of the individual copy. List of Effective Pages

� These are shown part by number of effective pages in it clearly indicated.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.6 INCORPORATION OF REVISIONS

Amendments to the Passenger Sales Chapter shall be issued from time to time with a list of effective pages.done when required by law, to keep abreast of all regulatory requirements and in case

of change of airline policies and procedures and also in case of periodic management reviews.Amendments are covered by a Letter of Revision. All amendments to the Passenger Sales Chapter shall be made to the copy avWebsite (for employees’ area) and will be communicated across the network through eAll amendments to the Passenger Sales Chapter will become effective from the dates of revisions, unless a

as been specified in the respective Letter of Revision.

A revision record for the Passenger Sales Chapter is shown on the following page in the List of Effective Pages. This is numbered and dated.

Chapter shall be kept current on PIAC Corporate Website with latest revisions.When an amendment is received the number and date shall be entered in the Amendment Sheet to reflect the currency of the individual copy.

by part wise in the Table of Contents. Each part is listed in serial order with the total number of effective pages in it clearly indicated.

01 : 00 : 12

Rev # : 03

August 27, 2015

shall be issued from time to time with a list of effective pages. all regulatory requirements and in case

of change of airline policies and procedures and also in case of periodic management reviews.

shall be made to the copy available on the PIAC Corporate Website (for employees’ area) and will be communicated across the network through e-mail notifications.

will become effective from the dates of revisions, unless a

is shown on the following page in the List of Effective

current on PIAC Corporate Website with latest revisions. When an amendment is received the number and date shall be entered in the Amendment Sheet to reflect

is listed in serial order with the total

MARKETING


S No PART PAGE NO.

01. 01 15

02. 01 16

03. 00 13

04. 03 19

05. 06. 07. 09. 10. 11. 12. 13. 14. 15.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.7 AMENDMENT SHEET

REV NO REV.

DATE ENTERED

By On

02 27/07/15 AM T&S 27/07/15

02 27/07/15 AM T&S 27/07/15

02 27/07/15 AM T&S 27/07/15

03 27/08/15 AM T&S 27/08/15

01 : 00 : 13

Rev # : 03

August 27, 2015

DESCRIPTION OF CHANGE

SOP 1.10 voided as per

the DCF approved by the GM Pax Sales on

23/07/15 SOP 1.11 voided as per

the DCF approved by the GM Pax Sales on

23/07/15 Amendment sheet

entered at 0.7. The serials of the corresponding

titles changed accordingly.

SOP 3.14 voided as the PTA is no longer in use after introduction of e-

ticketing.

MARKETING


This document specifies the Operational Manual of Passenger Sales ( The systems requirements of this division in order to streamline the functions as well as to facilitate the employees to better achieve customer satisfaction by consistently providing conforming services and meeting or exceeding customer and applicable regulatory requirements through application of the system, continuous improvement and prevention of nonconformities. This document ensures that system and employees’ needs anprocesses and achieves customer satisfaction with distinctive services using a closedmethodology. Control of this Chapter is with through the PIA’s Corporate Website (concerned with the usage of thi


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


GENERAL

0.8 INTRODUCTION

This document specifies the Operational Manual of Passenger Sales (Marketing

The systems requirements of this Chapter are aimed at defining the Procedures in the Passenger Salesdivision in order to streamline the functions as well as to facilitate the employees to better achieve customer satisfaction by consistently providing conforming services and meeting or exceeding customer

licable regulatory requirements through application of the system, continuous improvement and prevention of nonconformities.

This document ensures that Marketing Department adequately identifies continuous improvement of the system and employees’ needs and expectations throughout all the Quality Management System processes and achieves customer satisfaction with distinctive services using a closed

is with DQMR Marketing. This document is accessible tCorporate Website (www.piac.com.pk) for ready reference. The list of positions mainly

concerned with the usage of this document is given on section 0.5 “Document Availability”

01 : 00 : 14

Rev # : 03

August 27, 2015

Marketing Department).

ining the Procedures in the Passenger Sales division in order to streamline the functions as well as to facilitate the employees to better achieve customer satisfaction by consistently providing conforming services and meeting or exceeding customer

licable regulatory requirements through application of the system, continuous improvement and

adequately identifies continuous improvement of the d expectations throughout all the Quality Management System

processes and achieves customer satisfaction with distinctive services using a closed-loop Process Model

document is accessible to all PIA employees ) for ready reference. The list of positions mainly

s document is given on section 0.5 “Document Availability” of this Chapter.

MARKETING


A/C

APRT

APSM

CA

CRC

DM

DQC

GDS

ISO

OAG

PSM

SOP

QSP

WI

ML

KPI

TNA

MIS

JDs

PMP

DSA

PSA

GSA

JD

TOM

PRL

ACSI

PDI

MCO

PNR

RTE

TAT

RBD


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.9 ABBREVIATIONS

: Air craft

: Airport

Assistant Passenger Sales Manager

: Competitive Analysis

: Central Reservation Control

: District Manager

: Departmental Quality Control

: Global Distribution system

: International Standards Organization.

: Official Airline Guide

: Passenger Sales Manager

: Standard Operating Procedure

: Quality System Procedure

: Work Instructions

: Master List

: Key Performance Indicator

: Training Need Analysis

: Management Information System

: Job Descriptions

: Passenger Market Planning

: District Sales Agent

: Passenger Sales Agent

: General sales Agent

: Journalist discount

: DGM Marketing Support

: Passenger Reconcile List

: Airport Check-in System International

: Post Departure Information

: Misc. Charges Order

: Passenger Name Record

: Route

: Turn Around Time

: Reservation Booking Designator

01 : 00 : 15

Rev # : 03

August 27, 2015

Assistant Passenger Sales Manager

Departmental Quality Control

International Standards Organization.

Standard Operating Procedure

Management Information System

in System International

ion Booking Designator

MARKETING


Available Seat Kilometer (ASK)

A definition of capacity, which is calculated by multiplying the number of available

seats with distance flown (in km).

Bermuda Agreement

A bilateral air service agreement made in 1946 between UK and USA regarding air

services between the two countries. It is a model for other similar bilateral

agreements.

Benelux

An economic union of Belgium, the Netherlands, and Luxembourg, originally

established as a customs

Chicago Convention

An International agreement made in 1944

that airspace above sovereign territory was within the jurisdiction of sovereign

country and defined the so Code-share

An agreement between airlines to sell space on each other’s flights. The flights will

have both the operating carrier’s flight number (the airline that is using its aircraft

for the flight), and the code

agreement sells space on the flight as if it were its own, and has its own flight

number).

Connection

The subsequent flight that will continue the passenger’s journey to the next

destination. Pax may need to check

E-ticket

A ticket that is not physically printed on ticket stock, and is instead stored in the

computer reservation system of an airline. E

contract of carriage, and flight itinerary as proof of travel docum


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.10 AIRLINE TERMINOLOGY

Available Seat Kilometer (ASK)


seats with distance flown (in km).

agreement made in 1946 between UK and USA regarding air



established as a customs union in 1948.

An International agreement made in 1944 which, interalia confirms the doctrine


country and defined the so-called Freedoms of Air.



for the flight), and the code-sharing flight number (the partner airline in



destination. Pax may need to check-in again before joining a connectin


computer reservation system of an airline. E-ticket holders are issued a receipt;

contract of carriage, and flight itinerary as proof of travel docum

01 : 00 : 16

Rev # : 03

August 27, 2015


agreement made in 1946 between UK and USA regarding air



, interalia confirms the doctrine




sharing flight number (the partner airline in the



in again before joining a connecting flight.


ticket holders are issued a receipt;

contract of carriage, and flight itinerary as proof of travel documents.

MARKETING


Excursion Fare

Round-trip fare with restrictions such as minimum and maximum stays or advance

purchase requirements.

Flag Carrier

A state run, state-owned or state

specifically showing the state

GMT

Greenwich mean time or Greenwich meridian ti

England, which is used as the basis for standard time throughout the world Hub

Airport at which an airline has major operations and connecting flights to smaller

destinations. JET LAG Jet lag is a condition marked by fatigu

air travel through changing time zones

Layover

A short stop or break in a journey, usually imposed by scheduling requirements

No SHOW

A passenger who reserves a place on an airplane but neither uses h

nor cancels his/her travel itinerary

Open Jaw

This is a return ticket that allows you to return from

outbound destination. The distance between the two points is a surface sector, and

must be arranged by the passenge


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


trip fare with restrictions such as minimum and maximum stays or advance

owned or state-designated transport company or organization,

specifically showing the state flag apparent for public view

Greenwich mean time or Greenwich meridian time is the time at Greenwich,

England, which is used as the basis for standard time throughout the world


Jet lag is a condition marked by fatigue, insomnia, and irritability that is caused by

air travel through changing time zones


A passenger who reserves a place on an airplane but neither uses h

nor cancels his/her travel itinerary

This is a return ticket that allows you to return from a point

. The distance between the two points is a surface sector, and

must be arranged by the passenger at his/her own expense.

01 : 00 : 17

Rev # : 03

August 27, 2015

trip fare with restrictions such as minimum and maximum stays or advance-

company or organization,

me is the time at Greenwich,

England, which is used as the basis for standard time throughout the world


e, insomnia, and irritability that is caused by


A passenger who reserves a place on an airplane but neither uses his/her booking

a point different from the

. The distance between the two points is a surface sector, and

MARKETING


Revenue passenger-km (RPK)

The way traffic is measured, which is calculated by multiplying the number of passengers carried with the distance flown (in km Revenue Per Available Seat Kilometer (RASK)

A measure of airline revenue derived by dividing passenger revenue by seat

kilometers. It is expressed in cents per kilometer. Utilization

Number hours a day that the airplane operates. Freedoms of Air:

Six basic freedoms recognized by almost all countries, two others le

accepted. Each is subject to specific conditions, which are determined through

bilateral agreements between any two of the countries.

First Freedom:

The right to fly and carry traffic over the territory of another partner to the

agreement without landing.

Second Freedom

The right to land in those countries for technical reasons such as refueling without

boarding or deplaning passengers.

Third Freedom

The right to land in those countries and de

airline’s own country.

Fourth Freedom

The right to land in those countries and board passengers going to the airline’s own

country.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


km (RPK)

The way traffic is measured, which is calculated by multiplying the number of passengers carried with the distance flown (in km).

Revenue Per Available Seat Kilometer (RASK)

revenue derived by dividing passenger revenue by seat

kilometers. It is expressed in cents per kilometer.

Number hours a day that the airplane operates.

basic freedoms recognized by almost all countries, two others le


bilateral agreements between any two of the countries.


hout landing.


boarding or deplaning passengers.

The right to land in those countries and de-plane passengers coming from the


01 : 00 : 18

Rev # : 03

August 27, 2015

The way traffic is measured, which is calculated by multiplying the number of

revenue derived by dividing passenger revenue by seat

basic freedoms recognized by almost all countries, two others less widely




plane passengers coming from the


MARKETING


Fifth Freedom

Disembarking and embarking Passengers in the territory of third Country

touching the home country. For ins

destined for New York

Sixth Freedom

The right to carry traffic from one state through the home country to a third state. Seventh Freedom

A right to operate stand

home country to carry traffic between two foreign countries.

Eight Freedom

To carry traffic between two points within the territory of a foreign country,

commonly known as Cabotage rights Shoulder Season

The travel season that fa

fall somewhere between low and high seasons.

Stand-by

A passenger is put on standby when he or she arrives at an airport without a

confirmed reservation and is prepared to fly should a seat becom

last moment. Transit:

Transit – passing through one country for the sole purpose of traveling to another

country. Transit may be by ground, air, sea, or rail transport. Yield

A measure of airline revenue derived by dividing passenger revenue by passenger

Kilometers. It is expressed in cents per


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Disembarking and embarking Passengers in the territory of third Country

touching the home country. For instance, PIA picking up passengers from London

The right to carry traffic from one state through the home country to a third state.

A right to operate stand-alone services entirely outside the terri

home country to carry traffic between two foreign countries.


commonly known as Cabotage rights.

The travel season that falls between low and high seasons, offering fares that also

fall somewhere between low and high seasons.


confirmed reservation and is prepared to fly should a seat becom

passing through one country for the sole purpose of traveling to another

country. Transit may be by ground, air, sea, or rail transport.


It is expressed in cents per Km.

01 : 00 : 19

Rev # : 03

August 27, 2015

Disembarking and embarking Passengers in the territory of third Country without

, PIA picking up passengers from London

The right to carry traffic from one state through the home country to a third state.

alone services entirely outside the territory of the Airline’s


lls between low and high seasons, offering fares that also


confirmed reservation and is prepared to fly should a seat become available at the

passing through one country for the sole purpose of traveling to another


MARKETING


0.11


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


PASSENGER SALES ORGANOGRAM

01 : 00 : 20

Rev # : 03

August 27, 2015

MARKETING


Passenger Sales Division: Passenger Sales Division is an important part ofsales issues / activities including analysis of market trends, pricing strategies, clearance of rates, monitoring / evaluation of sales promotion activities, maintenance of service standard, cotheir problems and extend full support / guidance to the stations in achieving assigned passenger sales targets.

Passenger Sales Division is headed by a General Man

• Regional Management (International)

• Regional Management (Pakistan & Corporate Sales)

• District Sales Offices ( International )

• District Sales Offices ( Domestic )

• Marketing Support

Regional Management: Passenger revenue is the major contributor to the total revenue (around the function is divided into six key territories. i.e. Americas, UK, Europe, Gulf and Saudi Arabia, Pakistan, South Asia and Far East & Australia. Each territory is being looked after by a Regional who is responsible for (Travel Agents), trend analysis, sales performance, flight monitoring andalso coordinates with the scheduling section to effectively maximize aircraft utilization and to attain capacity loads as per the required seat factor for the territory through scheduling section. They are also responsible provide convenient connections to their target market keeping in view competitors services. transferred to Industry Affairs). Managers in achieving their salrequired promotional material at their area district offices.

Corporate Sales: PIA Corporate is a section which caters to the needs of the corporate customers. We have an aggressivcorporate sales team that has established a strong presence in the market, with Corporate Accounts, as part of its ambitious growth plan. Corporate Sales is also playing an important role to further improve the image of the Airlines through various Brand make sure PIA have the maximum share of the Corporate Market.

• PIA Franchise Travel Desk. • Special Handling of Groups. • Priority Reservation. • Target Marketing.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


0.12 PASSENGER SALES PROFILE

Passenger Sales Division is an important part of Marketing Department which deals with passenger related sales issues / activities including analysis of market trends, pricing strategies, clearance of rates, monitoring /

omotion activities, maintenance of service standard, co-ordination with stations to resolve their problems and extend full support / guidance to the stations in achieving assigned passenger sales targets.

Passenger Sales Division is headed by a General Manager and following sections / stations report to him:

(International)

Regional Management (Pakistan & Corporate Sales)

District Sales Offices ( International )

District Sales Offices ( Domestic )

Passenger revenue is the major contributor to the total revenue (around 95%) of the airline with the result that the function is divided into six key territories. i.e. Americas, UK, Europe, Gulf and Saudi Arabia, Pakistan, South

alia. Each territory is being looked after by a Deputy General Manager (DGM) who is responsible for this function has been transferred to RM), productivity incentive schemes

(Travel Agents), trend analysis, sales performance, flight monitoring and product awareness. with the scheduling section to effectively maximize aircraft utilization and to attain capacity

loads as per the required seat factor for the territory through scheduling section. They are also responsible provide convenient connections to their target market keeping in view competitors services.

. DGM Regional is also responsible for providing support to their area District Managers in achieving their sales targets. They also liaise with Brand Managementrequired promotional material at their area district offices.

PIA Corporate is a section which caters to the needs of the corporate customers. We have an aggressivcorporate sales team that has established a strong presence in the market, with Corporate Accounts, as part of its ambitious growth plan. Corporate Sales is also playing an important role to further improve the image of the

Activities. The following facilities which are provided to Corporate Houses to make sure PIA have the maximum share of the Corporate Market.

PIA Franchise Travel Desk. Special Handling of Groups. Priority Reservation.

01 : 00 : 21

Rev # : 03

August 27, 2015

which deals with passenger related sales issues / activities including analysis of market trends, pricing strategies, clearance of rates, monitoring /

ordination with stations to resolve their problems and extend full support / guidance to the stations in achieving assigned passenger sales targets.

ager and following sections / stations report to him:

) of the airline with the result that the function is divided into six key territories. i.e. Americas, UK, Europe, Gulf and Saudi Arabia, Pakistan, South

Deputy General Manager (DGM) , productivity incentive schemes

product awareness. DGM Regional with the scheduling section to effectively maximize aircraft utilization and to attain capacity

loads as per the required seat factor for the territory through scheduling section. They are also responsible to provide convenient connections to their target market keeping in view competitors services. (SPA function has

also responsible for providing support to their area District Brand Management for the supply of the

PIA Corporate is a section which caters to the needs of the corporate customers. We have an aggressive corporate sales team that has established a strong presence in the market, with Corporate Accounts, as part of its ambitious growth plan. Corporate Sales is also playing an important role to further improve the image of the

Activities. The following facilities which are provided to Corporate Houses to

MARKETING


Marketing Support:

Marketing Support (CMS area) is responsible to go through all the complaints related to reservations & ticketing received

through different sources like MOD/DM Secretariat /Website/ E

ensure appropriate/corrective action taken and subsequently conveyed to the complainant.

Under Marketing Support, the INAD cell is performing duties on concerned stations and responsible to liaise with

concerned stations on PIA’s network for the smooth handling

ensures/handling of Inadmissible Passengers, effective functioning of sub

Monitoring of Task Force also comes under Marketing support functions. Task Force deployed at different international airports comprises of senior reservations & ticketing officers and PHS officers are responsible to scrutinize the travel documents of passengers in terms of fraudulent photo change, false visa endorsement and expiry date of passport/visa and an

District Office Management: A district office is responsible for managing sales for a particulathe overall working of this office assigned by the Head Office. He/She is Manager for achieving passenger and cargo sales targets respectively. District Manager is responsible for providing customer service and sales support to Travel Agents and Commercial Houses through the sales team. He also compiles sales reports for the HO and monitors the sales team. DM is also responsible to manage facilities at the District Office aagents of his/her region. District Manager is usually supported by a PSM who is supported by a team of Sales Promotion Officers. He/She manages his sales team to generate optimum sales by assigning individual sales tfulfilling their duties are responsible for the following:

• To make sales call to travel agents/corporate houses

• PNR confirmation to assist travel agents and corporate houses

• To compile call reports at the end of the day to give marketing

• To keep track on flight profiling and exert

• Recommends change in fares/scheduled base on the market input A District Office also has a ticketing office catering to the incoming passengers, travel ageThe DGM Marketing Support responsible for the overall working of office heads the ticketing office. The ticketing Office caters to domestic/International ticketing requirements. The Office usually has separate counters for Business Class passengers, Travel Agents, senior citizens, PTA, and a fare desk.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02



through different sources like MOD/DM Secretariat /Website/ E-mail/Postal Mail. Marketing Support is also responsible to

appropriate/corrective action taken and subsequently conveyed to the complainant.


concerned stations on PIA’s network for the smooth handling of inadmissible passengers. The cell also supervises and

ensures/handling of Inadmissible Passengers, effective functioning of sub-cells as per SOP.

Monitoring of Task Force also comes under Marketing support functions. Task Force deployed at different ternational airports comprises of senior reservations & ticketing officers and PHS officers are responsible to

scrutinize the travel documents of passengers in terms of fraudulent photo change, false visa endorsement and expiry date of passport/visa and any other information that may be required for verification

A district office is responsible for managing sales for a particular region. A District the overall working of this office and is responsible for achieving passenger and cargo revenue targets assigned by the Head Office. He/She is usually supported by the Passenger Sales Manager and Cargo Sales Manager for achieving passenger and cargo sales targets respectively.

ible for providing customer service and sales support to Travel Agents and Commercial Houses through the sales team. He also compiles sales reports for the HO and monitors the sales team. DM is also responsible to manage facilities at the District Office and keeps an active liaison with travel

District Manager is usually supported by a PSM who is supported by a team of Sales Promotion Officers. He/She manages his sales team to generate optimum sales by assigning individual sales tfulfilling their duties are responsible for the following:

To make sales call to travel agents/corporate houses

PNR confirmation to assist travel agents and corporate houses

To compile call reports at the end of the day to give marketing intelligence

k on flight profiling and exert extra efforts to fill in the weak flights

Recommends change in fares/scheduled base on the market input

istrict Office also has a ticketing office catering to the incoming passengers, travel ageresponsible for the overall working of office heads the ticketing office. The

ticketing Office caters to domestic/International ticketing requirements. The Office usually has separate passengers, Travel Agents, senior citizens, PTA, and a fare desk.

01 : 00 : 22

Rev # : 03

August 27, 2015


mail/Postal Mail. Marketing Support is also responsible to


of inadmissible passengers. The cell also supervises and

Monitoring of Task Force also comes under Marketing support functions. Task Force deployed at different ternational airports comprises of senior reservations & ticketing officers and PHS officers are responsible to

scrutinize the travel documents of passengers in terms of fraudulent photo change, false visa endorsement and y other information that may be required for verification

r region. A District Manager is responsible for e for achieving passenger and cargo revenue targets

supported by the Passenger Sales Manager and Cargo Sales

ible for providing customer service and sales support to Travel Agents and Commercial Houses through the sales team. He also compiles sales reports for the HO and monitors the sales

nd keeps an active liaison with travel

District Manager is usually supported by a PSM who is supported by a team of Sales Promotion Officers. He/She manages his sales team to generate optimum sales by assigning individual sales targets to SPOs in

extra efforts to fill in the weak flights

istrict Office also has a ticketing office catering to the incoming passengers, travel agents, & groups etc. responsible for the overall working of office heads the ticketing office. The

ticketing Office caters to domestic/International ticketing requirements. The Office usually has separate passengers, Travel Agents, senior citizens, PTA, and a fare desk.

MARKETING


A District Office usually has a pricing cell. The pricing cell provides airfares and circulars to agents and corporate houses. This cell also assists inquiries from agents and corporate hthose of other airlines in case of conjunction PK ticketing. Compiles SPA’s as add on’s to PK fare structure for easy use of PK offices and agents.responsible for circulating fares


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


istrict Office usually has a pricing cell. The pricing cell provides airfares and circulars to agents and corporate houses. This cell also assists inquiries from agents and corporate houses regarding PK fares and those of other airlines in case of conjunction PK ticketing. Compiles SPA’s as add on’s to PK fare structure for easy use of PK offices and agents. Where the pricing cell does not exist, the District Manager or his nominee is

01 : 00 : 23

Rev # : 03

August 27, 2015

istrict Office usually has a pricing cell. The pricing cell provides airfares and circulars to agents and ouses regarding PK fares and

those of other airlines in case of conjunction PK ticketing. Compiles SPA’s as add on’s to PK fare structure for the District Manager or his nominee is

MARKETING


0.13 SERVICE DELIVERY PROCEDURE PASSENGER SALES SERVICES

Passenger Sales services are a set of services provided by the customers on international and domestic network whischedules, ticketing, special handling, group tours, charter services, flight excursions and customer loyalty program. These services are executed in four phases:

� PLANNING

Director Marketingfunction. PMP Section of passenger and revenue targets for the year, based on inputs from GM Passenger Sales, GM Revenue Management stations performance, feasible routes, different flights and routes. GM Industry Affairs

� EXECUTION

Execution is carried mainly through GM Passenger Sales, Pax Sales receives sales targets and allocates among District Managers across He / She also provideproper application of appropriate mechanism to maximize sales. GM Revenue Management teams/travel agents to assist in meeting the sales targets. contact center Marketing Departmentin active participation with tour operators and other stakeholders i.e. PTDC, hotels, transporters and civic agencies etc.

� MONITORING OF SALES TARGET

Monitoring of sales is primarily carried out through GM Passenger SaMarket PlanningInternational Stationsof each month with theand forwards sales reports through Director Marketingexclusive/IATA agents and if necessary penalizes them f


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SERVICE DELIVERY PROCEDURE – PASSENGER SALES

PASSENGER SALES SERVICES

Passenger Sales services are a set of services provided by the Marketingcustomers on international and domestic network which includes flight reservation, convenient schedules, ticketing, special handling, group tours, charter services, flight excursions and customer loyalty program. These services are executed in four phases:

Marketing provides policy guidelines and sets the strategic direction for the planning function. PMP Section of Market Planning Division develops sales target plan, covering the passenger and revenue targets for the year, based on inputs from GM Passenger Sales, GM Revenue Management and GM Industry Affairs. GM Passenger Sales provides data on stations performance, feasible routes, (this function has transferred to different flights and routes. GM Network Planning provides flight schedules across the network.

Industry Affairs selects and approves PSA/DSA/GSA to enhance sales performance.

Execution is carried mainly through GM Passenger Sales, and GM Revenue Management Pax Sales receives sales targets and allocates among District Managers across

provide support to stations to achieve targets through proper application of appropriate mechanism to maximize sales. GM GM Revenue Management activates flight schedule through CRC andteams/travel agents to assist in meeting the sales targets. RM provides system support and

facility for on-line reservation to maximize sales. GM Department provides support to stations in terms of Group inbound/outbound tours

in active participation with tour operators and other stakeholders i.e. PTDC, hotels, transporters and civic agencies etc.

MONITORING OF SALES TARGET

Monitoring of sales is primarily carried out through GM Passenger SaMarket Planning. PMP division compiles sales data against sales targets from all domestic and International Stations, analyzes it and then submits a report to the Top Management at the end of each month with their recommendations and suggestions. GM Passenger Sales develops and forwards sales reports through DGM Regional covering status of all District Offices to

Marketing. GM Revenue Management monitors the performance of PIA exclusive/IATA agents and if necessary penalizes them for any violation

01 : 00 : 24

Rev # : 03

August 27, 2015

PASSENGER SALES

Marketing Department to its ch includes flight reservation, convenient

schedules, ticketing, special handling, group tours, charter services, flight excursions and customer loyalty program. These services are executed in four phases:

delines and sets the strategic direction for the planning develops sales target plan, covering the

passenger and revenue targets for the year, based on inputs from GM Passenger Sales, GM . GM Passenger Sales provides data on

(this function has transferred to RM) competitive data on provides flight schedules across the network.

selects and approves PSA/DSA/GSA to enhance sales performance.

GM Revenue Management GM Pax Sales receives sales targets and allocates among District Managers across the network.

support to stations to achieve targets through DGM Regional and ensure GM Network Planning and

activates flight schedule through CRC and coordinates with sales provides system support and

line reservation to maximize sales. GM Passenger Sales rms of Group inbound/outbound tours

in active participation with tour operators and other stakeholders i.e. PTDC, hotels,

Monitoring of sales is primarily carried out through GM Passenger Sales GM Passenger . PMP division compiles sales data against sales targets from all domestic and

a report to the Top Management at the end stions. GM Passenger Sales develops

covering status of all District Offices to monitors the performance of PIA or any violation.

MARKETING


� MANAGEMENT REVIEWS

Director Marketingconsultation with senior management.coordination and guidance from sales targets and utilization of available cargo space on passenger aircrafts GM Passenger Sales & District Managers.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


MANAGEMENT REVIEWS

Marketing reviews performance targets and set directions for the next year in consultation with senior management. DGM Passenger Market planning with active coordination and guidance from GM Market Planning reviews actual targets with the planned sales targets and utilization of available cargo space on passenger aircrafts GM Passenger Sales & District Managers.

01 : 00 : 25

Rev # : 03

August 27, 2015

reviews performance targets and set directions for the next year in Passenger Market planning with active

reviews actual targets with the planned sales targets and utilization of available cargo space on passenger aircrafts in consultation with

MARKETING


REGIONAL


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


PART 1

REGIONAL MANAGEMENT PROCEDURES

01 : 01 : 0

Rev # : 02

August 27, 2015

MANAGEMENT

MARKETING


Regional Management International:

RGMEUROPE

RGMAMERICAS

ASST.MGR ASST.MGR

SR.OFFICERPG-VI

SR.OFFICERPG-VI


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


nal Management International:

DGM Pax Sales

(International )

RGMGULF

RGMKSA

RGMUK

ASST.MGR ASST.MGR ASST.MGR ASST

SR.OFFICERPG-VI

SR.OFFICERPG-VI

SR.OFFICERPG-VI

SR

01 : 01 : 1

Rev # : 02

August 27, 2015

RGMS.ASIA

RGMF.EAST

ASST.MGR ASST.MGR

SR.OFFICERPG-VI

SR.OFFICERPG-VI

MARKETING


Regional Management Pakistan:

RGM-PAKISTANSOUTH

SINDH BALOCHISTAN

ASST. MANAGERSOUTH

SR.OFFICER PG- VI

ONLINE STATIONS (NORTH) ONLINE STATIONS (SOUTH)

PESHAWAR QUETTA

CHITRAL TURBAT

SKARDU ZHOB

LAHORE DALBANDIN

FAISLABAD PANJGUR

RAWALPINDI DERA ISMAIL KHAN

MULTAN KARACHI

BAHAWALPUR DERA GHAZI KHAN

ISLAMABAD MOENJODARO

HYDERABAD

SUKKUR

NAWABSHAH

GWADAR


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Regional Management Pakistan:

KPK PUNJAB GILGITBULTISTANSINDH

DGM PAKISTAN

RGM-PAKISTANNORTH

ASST.MANAGERNORTH

SR.OFFICER PG- VI

GENERAL MANAGER PAX SALES

ONLINE STATIONS (SOUTH) OFFLINE STATIONS (NORTH) OFFLINE STATIONS (SOUTH)

QUETTA SAIDU SHARIF P

TURBAT ABBOTTABAD SHIKARPUR

BANNU JACOBABAD

DALBANDIN KHARIAN

PANJGUR MIRPUR

DERA ISMAIL KHAN MUZZAFFARABAD

KARACHI

DERA GHAZI KHAN

MOENJODARO

ERABAD

SUKKUR

NAWABSHAH

GWADAR

01 : 01 : 2

Rev # : 02

August 27, 2015

RGMCORPORATE SALES

ASST.MANQAGER

SR. CORPORATE SALES

OFFICERS

OFFLINE STATIONS (SOUTH)

PASNI

SHIKARPUR

JACOBABAD

MARKETING


1.1 SOP for Planning Promotional Activities/Product Offerings at various Stations

I. Purpose To enable domestic and schemes as well as customer awareness.

II. Scope

District Office (Domestic/International)

III. Key Responsibilities

• General Manager Passenger Sales• General Manager Marketing Planning• DGM Regional concerned• DGM Brand • Regional Manager

IV. Procedure

• Stations send requests for any promotional activity/product offering for their territory to the concerned DGM Regional

• DGM Regional Manager

through the General Manager Pax Sales.

• Brand Management evaluates the proposal for its viability and forwards the proposal for the top management’s approval.

• Once approved, DGM Brand

accordingly. However, authorization for rebaRegional Manager Competitive Analysis.

V. Reference Document: N/A

VI. Related Records: • Stations’ proposal• Approval’s file/ Brand Management.• Intimation emails to the Station


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Planning Promotional Activities/Product Offerings at various Stations

and International stations to augment the sales by arranging the promotional as well as customer awareness.


Key Responsibilities

General Manager Passenger Sales General Manager Marketing Planning (Addition)

concerned

Regional Manager Competitive Analysis

Stations send requests for any promotional activity/product offering for their territory to the Regional.

DGM Regional Manager concerned forwards the request (in minute form) to the through the General Manager Pax Sales.

rand Management evaluates the proposal for its viability and forwards the proposal for the top management’s approval.

DGM Brand will inform the concerned DGM Regional who will inform the stations accordingly. However, authorization for rebated travel, if involved, will be communicated through

Competitive Analysis.

Reference Document:

Stations’ proposal Approval’s file/ Brand Management. Intimation emails to the Station

01 : 01 : 3

Rev # : 02

August 27, 2015

SOP for Planning Promotional Activities/Product Offerings at various Stations

International stations to augment the sales by arranging the promotional

Stations send requests for any promotional activity/product offering for their territory to the

concerned forwards the request (in minute form) to the DGM Brand

rand Management evaluates the proposal for its viability and forwards the proposal for the top

who will inform the stations ted travel, if involved, will be communicated through

MARKETING


1.2 SOP for Offering/DecidingInternational PIA Stations.

I. Purpose

To encourage PIA travel agents in augmenting Passenger sales revenue.

II. Scope

Domestic Office (Domestic/International)


• District Manager

• Passenger Sales Manager

• Finance Manager

IV. Procedure:

a) Marketing will inform Finance Manager of agents XO sale of previous month latest by 10month.

b) Finance Manager will compile

communicate it to Marketing Manager latest

c) Marketing Manager will double check and discuss discrepancies if any with Finance Manager and the Final Agreed Incentive for each agent will be signed blatest by 60 days from expiry of scheme

d) Finance Manager will issue Credit Note against Productivity Incentive Commission to all the agents

his territory.

e) Credit Notes will be issued to agents after adjusting o

f) The Agent incentive issued in form of credit note will not be deducted from Agent’s sale figure of the next incentive period.

g) Credit Notes issued against productivity incentive commission shall be debited to Account 60370

(Productivity Incentive Commission) through “Other Account”, “Other Amount” options available in Rmodule of COSSAP.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Offering/Deciding Sales Incentives for the Travel Agents at Domestic/ International PIA Stations.

To encourage PIA travel agents in augmenting Passenger sales revenue.

Domestic Office (Domestic/International)

ilities

District Manager

Passenger Sales Manager

Finance Manager

will inform Finance Manager of agents XO sale of previous month latest by 10

Finance Manager will compile incentive period data, calculate Incentive earned by each agent and communicate it to Marketing Manager latest by 50 days from expiry of scheme

Marketing Manager will double check and discuss discrepancies if any with Finance Manager and the Final Agreed Incentive for each agent will be signed by Marketing Manager and Finance Manager

60 days from expiry of scheme.

Finance Manager will issue Credit Note against Productivity Incentive Commission to all the agents

Credit Notes will be issued to agents after adjusting outstanding amounts.

The Agent incentive issued in form of credit note will not be deducted from Agent’s sale figure of the

Credit Notes issued against productivity incentive commission shall be debited to Account 60370 ty Incentive Commission) through “Other Account”, “Other Amount” options available in R

01 : 01 : 4

Rev # : 02

August 27, 2015

Sales Incentives for the Travel Agents at Domestic/

will inform Finance Manager of agents XO sale of previous month latest by 10th of each

earned by each agent and 50 days from expiry of scheme.

Marketing Manager will double check and discuss discrepancies if any with Finance Manager and the y Marketing Manager and Finance Manager

Finance Manager will issue Credit Note against Productivity Incentive Commission to all the agents of

The Agent incentive issued in form of credit note will not be deducted from Agent’s sale figure of the

Credit Notes issued against productivity incentive commission shall be debited to Account 60370 ty Incentive Commission) through “Other Account”, “Other Amount” options available in R-10

MARKETING


h) Agents will be issued credit notes and simultaneously informed of their earned incentive on format given on Annex B, latest by

V. Reference Document:

• N/A

VI. Related Records:

• DM/PSM Approvals.• Sales Reports from the Agents.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Agents will be issued credit notes and simultaneously informed of their earned incentive on format given on Annex B, latest by 67 days from expiry of scheme.

Reference Document:

DM/PSM Approvals. Sales Reports from the Agents.

01 : 01 : 5

Rev # : 02

August 27, 2015

Agents will be issued credit notes and simultaneously informed of their earned incentive on format

MARKETING


1.3 SOP for Planning Training needs at various Stations

I. Purpose

To coordinate with Manager Training & Development Station’s requirement.

II. Scope

District office (Domestic/International)




• Manager Training & Development.

IV. Procedure

• On receipt of training request from the Station(s), Manager Training & Development desired training and station concerned is conveyed training program accordingly.

• In case training request is for Infor Management approval.

• Management’s clearance or otherwise is conveyed to the station accordingly.


Training & Development

VI. Related Records

• Station file. • Concerned Subject file.

1.4 SOP for Planning Additional Facilities at Stations.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Planning Training needs at various Stations

To coordinate with Manager Training & Development (Marketing) in order to arra

District office (Domestic/International)


District Manager


Manager Training & Development.

On receipt of training request from the Station(s), respective District ManagerManager Training & Development (Marketing Department)/ PIA Training center for arrangement of desired training and station concerned is conveyed training program accordingly.

In case training request is for Institution other than PIA Training Center (PTC), case is processed for Management approval.

Management’s clearance or otherwise is conveyed to the station accordingly.

Reference Document:

Training & Development Chapter

Concerned Subject file.

SOP for Planning Additional Facilities at Stations.

01 : 01 : 6

Rev # : 02

August 27, 2015

in order to arrange Trainings as per

District Manager coordinates with / PIA Training center for arrangement of

desired training and station concerned is conveyed training program accordingly.

stitution other than PIA Training Center (PTC), case is processed

Management’s clearance or otherwise is conveyed to the station accordingly.

MARKETING


I. Purpose

To facilitate the passengers in terms of checkhandling the passengers.

II. Scope

District offices (Domestic/International)


• GM Passenger Sales

• GM Market Planning


• DGM Regional

• Brand Management.

• Manager IT

• Manager Purchase P&L

• Manager Maintenance

• Works officer (at station)

• Manager Finance

IV. Procedure

• Station Head forwards the request for any additional facility / reto the concerned DGM

• If the request pertains to such items as: Promotional items, fascias, logo placements, giveaways, any specific events or any campaigns then

• Requests other than the above are to forwarded to the concerned department by the respective DGM Regional after seeking its approvals from the Management.

• If the required commodities do not fall under the to the Management for approval by the concerned

• Once approved, the Brand Management forwards the case to the works department for their processing.

• Station’s Head is to be informed simultan


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


To facilitate the passengers in terms of check-ins, as well as to the Stations’ personnel in proper handling the passengers.

estic/International)


GM Passenger Sales

GM Market Planning

District Manager

Brand Management.

Manager Purchase P&L

Manager Maintenance

Works officer (at station)

Manager Finance

ards the request for any additional facility / re-structuring of the Office premises DGM Regional.

If the request pertains to such items as: Promotional items, fascias, logo placements, giveaways, any specific events or any campaigns then these to be forwarded to the Brand Management.

Requests other than the above are to forwarded to the concerned department by the respective after seeking its approvals from the Management.

If the required commodities do not fall under the pre-allocated budget, the case is to be forwarded to the Management for approval by the concerned DGM Regional.

Once approved, the Brand Management forwards the case to the works department for their

Station’s Head is to be informed simultaneously.

01 : 01 : 7

Rev # : 02

August 27, 2015

ins, as well as to the Stations’ personnel in proper

structuring of the Office premises

If the request pertains to such items as: Promotional items, fascias, logo placements, giveaways, these to be forwarded to the Brand Management.

Requests other than the above are to forwarded to the concerned department by the respective

allocated budget, the case is to be forwarded

Once approved, the Brand Management forwards the case to the works department for their

MARKETING


V. Reference Document

N/A

VI. Related Records

• Station emails. • Approval


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Reference Document

01 : 01 : 8

Rev # : 02

August 27, 2015

MARKETING


1.5 SOP for Providing Office Equipment/ Support to Domestic/International Stations

I. Purpose

To give station support for provision of required items in order to ensuroffices.

II. Scope



• Director Marketing

• Director Finance

• General Manager Passenger Sales

• DGM Regional Manager

IV. Procedure

• Station will initiate the case for provisiosupporting documents i.e. C/S and three quotations etc and will forward the request to General Manager Passenger Sales.

• Request to be evaluated at Passenger Sales Division and forwarded with specific recommendations to Manager Passenger Sales.

• Follow-up by Regional Manager

• After approval of competent authority and necessarysection, approved case file to be forwarded by purchase of required item(s).


N/A


• Diary / Dispatch Register.• Station’s file.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Providing Office Equipment/ Support to Domestic/International Stations

To give station support for provision of required items in order to ensure smooth functioning of PIA



Marketing

Finance

General Manager Passenger Sales

Regional Manager

Station will initiate the case for provision of required item/equipment along with mandatory supporting documents i.e. C/S and three quotations etc and will forward the request to General Manager Passenger Sales.

Request to be evaluated at Passenger Sales Division and forwarded with specific mendations to Director Marketing/ Director Finance by Regional Manager

Manager Passenger Sales.

Regional Manager with respective channel / department to expedite approval.

After approval of competent authority and necessary endorsement/budgeting by the budget section, approved case file to be forwarded by Regional Managerpurchase of required item(s).

Reference Document:

Diary / Dispatch Register.

01 : 01 : 9

Rev # : 02

August 27, 2015

SOP for Providing Office Equipment/ Support to Domestic/International Stations

e smooth functioning of PIA

n of required item/equipment along with mandatory supporting documents i.e. C/S and three quotations etc and will forward the request to General

Request to be evaluated at Passenger Sales Division and forwarded with specific Regional Manager through General

with respective channel / department to expedite approval.

endorsement/budgeting by the budget to concerned station for

MARKETING


1.6 SOP for Approval and Support to Stations for Holding Special Events

I. Purpose

To support District Manager (Domestic/International) in organizing special events at their respective stations for improving sales.

II. Scope

District Offices (Domestic/Internat


• GM Passenger Sales (Addition)

• GM Market Planning (Addition)

• Concerned Station Head

• DGM Regional

• Brand Management

IV. Procedure

• The District Manager/Country Manager forwards the request/proposal to the DGM Regional concerned for holding any special event for promoting sales in his/her region.

• The concerned District/Country Manager also sends their requirement of promotional material to

the Brand Manager for the event.

• DGM Regional concerned evaluates the overall proposal, makesdepartment’s top management for approval.

• The DGM Regional District Office.

• If the required proposal does not fall under the limits of preto the top management, for approval.

• Communicates with the concerned station for any additional requirements to organize the event.

• Once approved, Brand Management has to arrange the commodities and send those to concerned Station’s Head.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


OP for Approval and Support to Stations for Holding Special Events

To support District Manager (Domestic/International) in organizing special events at their respective stations for improving sales.

District Offices (Domestic/International)


GM Passenger Sales (Addition)

GM Market Planning (Addition)

Concerned Station Head

Brand Management

The District Manager/Country Manager forwards the request/proposal to the DGM Regional holding any special event for promoting sales in his/her region.

The concerned District/Country Manager also sends their requirement of promotional material to the Brand Manager for the event.

DGM Regional concerned evaluates the overall proposal, makes a summary and forwards it to the department’s top management for approval.

The DGM Regional checks with the Finance Department for the available budget of the concerned

If the required proposal does not fall under the limits of pre-allocated budget, the case is forwarded to the top management, for approval.

Communicates with the concerned station for any additional requirements to organize the event.

Once approved, Brand Management has to arrange the commodities and send those to concerned Station’s Head.

01 : 01 : 10

Rev # : 02

August 27, 2015

OP for Approval and Support to Stations for Holding Special Events

To support District Manager (Domestic/International) in organizing special events at their respective

The District Manager/Country Manager forwards the request/proposal to the DGM Regional holding any special event for promoting sales in his/her region.

The concerned District/Country Manager also sends their requirement of promotional material to

a summary and forwards it to the

epartment for the available budget of the concerned

llocated budget, the case is forwarded

Communicates with the concerned station for any additional requirements to organize the event.

Once approved, Brand Management has to arrange the commodities and send those to the

MARKETING


• DGM Regional concerned keeps active liaison with the Brand Management section and the

concerned District Manager Station’s Head for timely accomplishment of all tasks and provides necessary facilitation from time to time til


• N/A

VI. Related Records

• Stations’ email • Approval files.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


DGM Regional concerned keeps active liaison with the Brand Management section and the concerned District Manager Station’s Head for timely accomplishment of all tasks and provides necessary facilitation from time to time till the holding of the actual event.

Reference Document

01 : 01 : 11

Rev # : 02

August 27, 2015

DGM Regional concerned keeps active liaison with the Brand Management section and the concerned District Manager Station’s Head for timely accomplishment of all tasks and provides

l the holding of the actual event.

MARKETING


1.7 SOP for handling Stations’ Queries/ Problems

I. Purpose

To guide Stations in order to resolve day

II. Scope



• Respective DGM Regional• Respective Sections of

IV. Procedure

• As and when stations face some problem, a query is raised through eDGM Regional or relevant section with a copy to General Manager Passenger Sales for guidance.

• The query/ problem is discussed at respective responded to the stations with proper solution.

• In case receiving section/ respective discussed with concerned General Manager

• The best possible solution is communicated to the respectiveDGM Regional.


• N/A


• Concerned Subject file• Station file.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for handling Stations’ Queries/ Problems

To guide Stations in order to resolve day-to-day issues/ problems.



DGM Regional Respective Sections of Marketing Department

As and when stations face some problem, a query is raised through e-mail addressedor relevant section with a copy to General Manager Passenger Sales for guidance.

The query/ problem is discussed at respective DGM Regional / relevant section level and responded to the stations with proper solution.

receiving section/ respective DGM Regional needs some guidance/clarification, matter is discussed with concerned General Manager Director Marketing before responding to the stations.

The best possible solution is communicated to the respective Station by the concerned

Reference Document:

Concerned Subject file

01 : 01 : 12

Rev # : 02

August 27, 2015

mail addressed to respective or relevant section with a copy to General Manager Passenger Sales for guidance.

/ relevant section level and

needs some guidance/clarification, matter is before responding to the stations.

by the concerned Manager

MARKETING


1.8 SOP for Processing of Stations’ Request for Sales Incentives to Agents

I. Purpose

To facilitate the Sales agents in order II. Scope



• DGM Regional • DGM Regional Competitive Analysis.

IV. Procedure

• Stations send request / Proposal to their respective

• DGM Regional in turn evaluaincentive scheme for sales Agents.

• Competitive Analysis Section advises the stations of the approved incentive scheme Via Email.

V. Reference Documents

• N/A VI. Related Records

• E-mails. • Stations correspondence.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Processing of Stations’ Request for Sales Incentives to Agents

To facilitate the Sales agents in order to augment the Sales.



Competitive Analysis.

Stations send request / Proposal to their respective DGMs Regional.

in turn evaluates the proposal and if they find it feasible they will develop an incentive scheme for sales Agents.

Competitive Analysis Section advises the stations of the approved incentive scheme Via Email.

Reference Documents

ons correspondence.

01 : 01 : 13

Rev # : 02

August 27, 2015

SOP for Processing of Stations’ Request for Sales Incentives to Agents

tes the proposal and if they find it feasible they will develop an

Competitive Analysis Section advises the stations of the approved incentive scheme Via Email.

MARKETING


1.9 SOP for Communication with District Offices (Domestic/International)

I. Purpose

To provide information/ upmanagement’s instructions.

II. Scope

• District Offices (Domestic/International)


• Respective Regional manager• Relevant Sections of Sales.

IV. Procedure:

• As and when the need arises to communicate with the stations on Passenger Sales related issues/ Management’s instructions, athe respective Regional managerDirector Marketing.

• In case some feedback is required from Domestic/ Int’l Stations, on receipt ostations, information is consolidated and put up to the Management for perusal/ action.


• N/A

VI. Related Records

• Station file. • Concerned Subject file.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Communication with District Offices (Domestic/International)

To provide information/ up-date, get inputs/ feedback or ensure actions/ compliance on sales issue / management’s instructions.

rict Offices (Domestic/International)


Regional manager Relevant Sections of Sales.

need arises to communicate with the stations on Passenger Sales related issues/ Management’s instructions, an e-mail addressed to concerned station(s) Domestic/ Int’l is sent by

Regional manager/ relevant Section or General Manager Passenger Sales

In case some feedback is required from Domestic/ Int’l Stations, on receipt ostations, information is consolidated and put up to the Management for perusal/ action.

Reference Document

Concerned Subject file.

01 : 01 : 14

Rev # : 02

August 27, 2015

SOP for Communication with District Offices (Domestic/International)

date, get inputs/ feedback or ensure actions/ compliance on sales issue /

need arises to communicate with the stations on Passenger Sales related issues/ mail addressed to concerned station(s) Domestic/ Int’l is sent by

/ relevant Section or General Manager Passenger Sales or

In case some feedback is required from Domestic/ Int’l Stations, on receipt of inputs from the stations, information is consolidated and put up to the Management for perusal/ action.

MARKETING


1.10 SOP for Monitoring Visits at t I. Purpose

To monitor / ensure implementation of service standards at Station(s). II. Scope



• Respective Regional• Passenger Sales Division

IV. Procedure

• Monitoring visits are scheduled as per Corporation requirement and sometimes on Stations’ requests.

• According to Programmonitoring the performance / service standards.

• The Visiting officer(s) analyprescribed parameters and discuss his observations with the Station Head and submit a report to the Management for remedial actions.


• N/A

VI. Related Records

• Station file. • Monitoring file.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Monitoring Visits at the Stations.

To monitor / ensure implementation of service standards at Station(s).



Respective Regional Managers Passenger Sales Division

are scheduled as per Corporation requirement and sometimes on Stations’

According to Program, officers from Marketing Department are deputed to visit station(s) for monitoring the performance / service standards.

The Visiting officer(s) analyze /evaluate service standard/performance of PIA Office as per prescribed parameters and discuss his observations with the Station Head and submit a report to the Management for remedial actions.

Reference Document

SOP VOIDED

01 : 01 : 15

Rev # : 02

August 27, 2015

are scheduled as per Corporation requirement and sometimes on Stations’

are deputed to visit station(s) for

ze /evaluate service standard/performance of PIA Office as per prescribed parameters and discuss his observations with the Station Head and submit a report to

MARKETING


1.11 SOP for Preparing Monitoring Reports for the Management. I. Purpose

To highlight shortcomings of PIA Sales Offices in order to improve the services as per Corporate Standards.

II. Scope



• Respective Regional• Passenger Sales Division

IV. Procedure

• Monitoring Reports are based on certain parameterReception Areas, staff courtesy, attitime of passengers etc.

• Visiting officer(s) gauge the performance / service standards on above parameters and also discuss the observations with the Station Head to improve the services.

• After the visit, a report is submitted to Management for the information / actions.

• Station is also communicated observations / weak areas to improve the same.


• N/A

VI. Related Records

• Station file. • Station’s monitoring file.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Preparing Monitoring Reports for the Management.

To highlight shortcomings of PIA Sales Offices in order to improve the services as per Corporate

ices (Domestic/International)


Respective Regional Managers Passenger Sales Division

Monitoring Reports are based on certain parameters like: ambience of sales outlets/locations, Reception Areas, staff courtesy, attitude/dealings, product knowledge of staff and average handling time of passengers etc.

Visiting officer(s) gauge the performance / service standards on above parameters and also discuss the observations with the Station Head to improve the services.

ter the visit, a report is submitted to Management for the information / actions.

Station is also communicated observations / weak areas to improve the same.

Reference Document

g file.

SOP VOIDED

01 : 01 : 16

Rev # : 02

August 27, 2015

SOP for Preparing Monitoring Reports for the Management.

To highlight shortcomings of PIA Sales Offices in order to improve the services as per Corporate

nce of sales outlets/locations, tude/dealings, product knowledge of staff and average handling

Visiting officer(s) gauge the performance / service standards on above parameters and also

ter the visit, a report is submitted to Management for the information / actions.

Station is also communicated observations / weak areas to improve the same.

MARKETING


PART 2 Marketing Support Procedures


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Marketing Support Procedures

01 : 02 : 0

Rev # : 02

August 27, 2015

MARKETING


MARKETING SUPPORT SECTION

DGM MARKETING

Asst ManagerGRP VII

Sr. OfficerGRP VI


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02



DGM MARKETINGSUPPORT

GRP IX

ManagerGRP VIII

Asst ManagerGRP VII

Asst ManagerGRP VII

OfficerGRP VI

Sr. OfficerGRP VI

01 : 02 : 1

Rev # : 02

August 27, 2015


DGM MARKETING

Asst ManagerGRP VII

OfficerGRP VI

MARKETING


Complaint Management System (CMS): Marketing Support (CMS area) is responsible to go through all thereceived through different sources like MOD/DM Secretariat /Website/ E Marketing support is also responsible to monitor the resolution of the complaints within the shortest possible time period. Marketing Support is also responsible to ensure appropriate/corrective action taken and subsequently conveyed to the complainant. Task Force:

Task Force deployed at different international airports comprises of senior reservations & ticketing offi

officers are responsible to scrutinize the travel documents of passengers in terms of fraudulent photo change, false visa

endorsement and expiry date of passport/visa and any other information that may be required for verification.

Task Force is responsible to obtain 03 sets of photo copies of travel documents e.g. first 3 pages of passport, visa page,

green card, letter of parole or other document that is required prior to issuance tickets/reconfirmation.

Task Force is also responsible to scru

and to pinpoint the responsibility. This Force also takes appropriate action to curb travel of inadmissible passengers,

informs Central Cell at the Head Office about the prev

If passenger is off loaded following steps are to be taken into account:

1- Checking of validity of travel documents.

2- After obtaining the pax contact number an alternate flight is offered to the passenger.

As and when any information is received by the member of task force from the ALO`s are supposed to update all

information /trainings which ultimately imparted/communicated accordingly to the marketing support head office and

subsequently arranged.

In-Ad Cell:

This cell is performing duties on concerned stations and it is responsible to liaise with concerned stations on PIA’s

network for the smooth handling of inadmissible passengers. The cell also supervises and ensures/handling of

Inadmissible Passengers, effective fu

Central cell is responsible to coordinate with respective In Ad Cell to recover COD and fines imposed on Inadmissible

passengers.

This cell is responsible to investigate each case of inadmissible/deported passenger, to disources and to establish the responsibility of individuals and sales outlets.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


MARKETING SUPPORT PROFILE

Complaint Management System (CMS):

Marketing Support (CMS area) is responsible to go through all the complaints related to reservations & ticketing received through different sources like MOD/DM Secretariat /Website/ E-mail/Postal Mail.

Marketing support is also responsible to monitor the resolution of the complaints within the shortest possible

Marketing Support is also responsible to ensure appropriate/corrective action taken and subsequently

Task Force deployed at different international airports comprises of senior reservations & ticketing offi



is responsible to obtain 03 sets of photo copies of travel documents e.g. first 3 pages of passport, visa page,


Task Force is also responsible to scrutinize the documents of passengers meticulously in case of holding one way ticket


informs Central Cell at the Head Office about the preventive and post facto action taken.

If passenger is off loaded following steps are to be taken into account:

Checking of validity of travel documents.

After obtaining the pax contact number an alternate flight is offered to the passenger.

y information is received by the member of task force from the ALO`s are supposed to update all


l is performing duties on concerned stations and it is responsible to liaise with concerned stations on PIA’s


Inadmissible Passengers, effective functioning of sub-cells as per SOP.


This cell is responsible to investigate each case of inadmissible/deported passenger, to disources and to establish the responsibility of individuals and sales outlets.

01 : 02 : 2

Rev # : 02

August 27, 2015

complaints related to reservations & ticketing mail/Postal Mail.

Marketing support is also responsible to monitor the resolution of the complaints within the shortest possible

Marketing Support is also responsible to ensure appropriate/corrective action taken and subsequently

Task Force deployed at different international airports comprises of senior reservations & ticketing officers and PHS



is responsible to obtain 03 sets of photo copies of travel documents e.g. first 3 pages of passport, visa page,


tinize the documents of passengers meticulously in case of holding one way ticket


After obtaining the pax contact number an alternate flight is offered to the passenger.

y information is received by the member of task force from the ALO`s are supposed to update all


l is performing duties on concerned stations and it is responsible to liaise with concerned stations on PIA’s



This cell is responsible to investigate each case of inadmissible/deported passenger, to dig out ticketing

MARKETING


This cell is responsible to prescribe measures/punishments to sub cell that commensurate to the type and extent of

violation of the existing policy and procedure

e.g. FIA, Ministry of Home Affairs etc to energize co

minimum level. If inadmissible passenger is deported and n

back by first available flight to their original station at lowest RBD class if available for early recovery of deportation

charges/fine. If passenger is deported by any other reason must be as

/Hotel/Meal or any other applicable charges.

If the return ticket of the passenger is refunded by the travel agent, for this act the agent must be penalized by imposing

PKR100.000 along with return fair and oth

stipulated time period the concerned agent would be delinked till the recovery of all dues.

Sub cells are responsible to maintain liaison with the ALO`s of foreign embassies to get the

forward them to Marketing Support Head Office.

inadmissible/deported passenger, fines/COD recovered and COD/fines could not be realized.

All sub cells are responsible to ensure write

station head in the event of non-recovery of COD/fines on account of inadmissible/deported passengers.

performance of Task Force activities, spot

close coordination of PHS and to ensure that Station Managers have a close liaison with local immigration agencies to

pursue. All possible waivers in favor of PIAC.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02



violation of the existing policy and procedure on the subject. This cell also co-ordinates with ALO`s, government agencies

e.g. FIA, Ministry of Home Affairs etc to energize co-ordinate effort to reduce travel of inadmissible passengers to the

If inadmissible passenger is deported and not holding the return ticket that passenger should be returned


If passenger is deported by any other reason must be asked to pay all the dues including Air Fare

/Hotel/Meal or any other applicable charges.


along with return fair and other charges involved. If agent fails to submit all such dues within the

stipulated time period the concerned agent would be delinked till the recovery of all dues.

Sub cells are responsible to maintain liaison with the ALO`s of foreign embassies to get the

forward them to Marketing Support Head Office. All sub cells are responsible to maintain station wise statistics of


nsible to ensure write-off action and to obtain Management’s approval by the respective area’s

recovery of COD/fines on account of inadmissible/deported passengers.

performance of Task Force activities, spot check on different stations is done by DGM Marketing support Head Office with


pursue. All possible waivers in favor of PIAC.

01 : 02 : 3

Rev # : 02

August 27, 2015


ordinates with ALO`s, government agencies

ordinate effort to reduce travel of inadmissible passengers to the

ot holding the return ticket that passenger should be returned


ked to pay all the dues including Air Fare


. If agent fails to submit all such dues within the

Sub cells are responsible to maintain liaison with the ALO`s of foreign embassies to get the updated information’s and

All sub cells are responsible to maintain station wise statistics of


off action and to obtain Management’s approval by the respective area’s

recovery of COD/fines on account of inadmissible/deported passengers. To measure the

check on different stations is done by DGM Marketing support Head Office with


MARKETING


2.1 SOP for PIA Task Force

I. Purpose Formation / Training of Task Force members in coordination with PHS for all major Domestic / International stations from where flights are operated to Europe, UK, USA, Canada to control the increased number of inadmiss

II. Scope

• TOM Offices of KHI, ISB, LHE, MUX, PEW stations.

• All major International Departure areas of PHS.


• General Manager

• District Manager/UUs


• Assistant Manager P

• TOM

IV. Procedure

• Scrutinizes travel documents in terms of visas, fraudulent photo change, false visa endorsement and expiry date of passport/visa and any other information that may be required for verification.

• Obtains 03 sets of photogreen card, letter of parole, or any other document that may be required prior to issuance of tickets/reconfirmation and advise the passengers to carry two sets of same documents to be given at the check

• Scrutinizes the documents meticulously in case where only one way tickets are issued.• Carries out in-depth investigations to pinpoint the responsibility. Takes appropriate action to

curb travel of inadmpreventive and post facto action taken.

• If passenger is off loaded validity of documents is checked and contact number is obtained for alternate booking.

• As and when any information iinformation’s/trainings are to be impart and communicated accordingly to the marketing

support head office

V. Reference Document N/A

VI. Related Records CMS


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for PIA Task Force

Formation / Training of Task Force members in coordination with PHS for all major Domestic / International stations from where flights are operated to Europe, UK, USA, Canada to control the increased number of inadmissible passengers.

TOM Offices of KHI, ISB, LHE, MUX, PEW stations.

All major International Departure areas of PHS.

General Manager- Passenger Sales

District Manager/UUs


Assistant Manager Passenger Sales

Scrutinizes travel documents in terms of visas, fraudulent photo change, false visa endorsement and expiry date of passport/visa and any other information that may be required

Obtains 03 sets of photo copies of travel documents e.g. first 3 pages of passport, visa page, green card, letter of parole, or any other document that may be required prior to issuance of tickets/reconfirmation and advise the passengers to carry two sets of same documents to be given at the check-in counter and immigration counter

Scrutinizes the documents meticulously in case where only one way tickets are issued.depth investigations to pinpoint the responsibility. Takes appropriate action to

curb travel of inadmissible passengers. Informs Central Cell at the Head Office about the preventive and post facto action taken.

If passenger is off loaded validity of documents is checked and contact number is obtained for alternate booking.

As and when any information is received the member of task force from the ALO`s updated information’s/trainings are to be impart and communicated accordingly to the marketing

support head office.

01 : 02 : 4

Rev # : 02

August 27, 2015

Formation / Training of Task Force members in coordination with PHS for all major Domestic / International stations from where flights are operated to Europe, UK, USA, Canada to control the

Scrutinizes travel documents in terms of visas, fraudulent photo change, false visa endorsement and expiry date of passport/visa and any other information that may be required

copies of travel documents e.g. first 3 pages of passport, visa page, green card, letter of parole, or any other document that may be required prior to issuance of tickets/reconfirmation and advise the passengers to carry two sets of same documents to be

Scrutinizes the documents meticulously in case where only one way tickets are issued. depth investigations to pinpoint the responsibility. Takes appropriate action to

issible passengers. Informs Central Cell at the Head Office about the

If passenger is off loaded validity of documents is checked and contact number is obtained for

s received the member of task force from the ALO`s updated information’s/trainings are to be impart and communicated accordingly to the marketing

MARKETING


2.2 SOP for Inadmissible P

I. Purpose Take corrective/preventive actions against the Inamount from the Pax / agents

II. Scope

• TOM Offices of KHI, ISB, LHE, MUX, PEW stations.

• All major International D


• General Manager



• Assistant Manager Passenger Sales

• TOM IV. Procedure

• Liaises with various stations on PIA network on handling of inadmis

• Supervises and ensures/handling of Inadmissible Passengers as per procedure and effective functioning of sub

• Coordinates with respective In Ad Cell to recover COD and fines imposed on InadmissibPassengers.

• Investigates each case of inadmissible/deported passenger, ascertains ticketing sources and establishes responsibility of individuals and sales outlets instrumental in facilitating inadmissible travel.

• Prescribes measures/punishments commensexisting policies and procedures on the subject.

• Develops standard operating procedure of subits SOP from time to time.

• Co-ordinates with ALO`s, government energize co-ordinate effort to reduce travel of inadmissible passengers to the barest minimum.

• If deported passenger not holding return ticket that passenger should be returned back by first available flight to their original station at lowest RBD class.

• If the return ticket is refunded by the travel agent, for this act the agent is penalized by imposing PKR100.000 along with return fair and other charges involved. If agent fails to submit all such dues wiof all dues.

• Maintains liaison with foreign embassies ALO`s to get the updated information’s and forward to Marketing Support Head Office.

• Maintains station wise statistics oCOD/fines could not be realized.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


2.2 SOP for Inadmissible Passengers

tive actions against the In-Ad Pax. Continuous monitoring for t/ agents .

TOM Offices of KHI, ISB, LHE, MUX, PEW stations.

All major International Departure areas of PHS.





Liaises with various stations on PIA network on handling of inadmissible passengers.

Supervises and ensures/handling of Inadmissible Passengers as per procedure and effective functioning of sub-cells at KHI,ISB,RWP,LHE,PEW,,MUX,DEA,SKT.

Coordinates with respective In Ad Cell to recover COD and fines imposed on Inadmissib

Investigates each case of inadmissible/deported passenger, ascertains ticketing sources and establishes responsibility of individuals and sales outlets instrumental in facilitating inadmissible travel.

Prescribes measures/punishments commensurate with the type and extent of violations of the existing policies and procedures on the subject.

Develops standard operating procedure of sub-cells working at various locations and updates its SOP from time to time.

ordinates with ALO`s, government agencies e.g. FIA, Ministry of Home Affairs etc to ordinate effort to reduce travel of inadmissible passengers to the barest minimum.

If deported passenger not holding return ticket that passenger should be returned back by first ght to their original station at lowest RBD class.

If the return ticket is refunded by the travel agent, for this act the agent is penalized by imposing PKR100.000 along with return fair and other charges involved. If agent fails to submit all such dues within the stipulated time period the same agent will be delinked till the recovery

Maintains liaison with foreign embassies ALO`s to get the updated information’s and forward to Marketing Support Head Office.

Maintains station wise statistics of inadmissible/deported passenger, fines/COD recovered and COD/fines could not be realized.

01 : 02 : 5

Rev # : 02

August 27, 2015

Continuous monitoring for the unrecovered

sible passengers.

Supervises and ensures/handling of Inadmissible Passengers as per procedure and effective cells at KHI,ISB,RWP,LHE,PEW,,MUX,DEA,SKT.

Coordinates with respective In Ad Cell to recover COD and fines imposed on Inadmissible

Investigates each case of inadmissible/deported passenger, ascertains ticketing sources and establishes responsibility of individuals and sales outlets instrumental in facilitating

urate with the type and extent of violations of the

cells working at various locations and updates

agencies e.g. FIA, Ministry of Home Affairs etc to ordinate effort to reduce travel of inadmissible passengers to the barest minimum.

If deported passenger not holding return ticket that passenger should be returned back by first

If the return ticket is refunded by the travel agent, for this act the agent is penalized by imposing PKR100.000 along with return fair and other charges involved. If agent fails to submit

thin the stipulated time period the same agent will be delinked till the recovery

Maintains liaison with foreign embassies ALO`s to get the updated information’s and forward to

f inadmissible/deported passenger, fines/COD recovered and

MARKETING


• Ensures that writerespective area/station heads in the event of noninadmissible/deported passengers.

• To measure the performance of Task Force activities, spot check on different stations is done by Marketing Support Head Office.

• With the close coordination with PHS to ensure that Station Managers should have a cliaison with local immigration agencies to pursue for all possible waivers in favor of PIAC.


VI. Related Records CMS


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Ensures that write-off action is initiated and Management’s approval is obtained by the respective area/station heads in the event of non-recovery of COD/fines on ainadmissible/deported passengers.

To measure the performance of Task Force activities, spot check on different stations is done by Marketing Support Head Office.

With the close coordination with PHS to ensure that Station Managers should have a cliaison with local immigration agencies to pursue for all possible waivers in favor of PIAC.

01 : 02 : 6

Rev # : 02

August 27, 2015

off action is initiated and Management’s approval is obtained by the recovery of COD/fines on account of

To measure the performance of Task Force activities, spot check on different stations is done

With the close coordination with PHS to ensure that Station Managers should have a close liaison with local immigration agencies to pursue for all possible waivers in favor of PIAC.

MARKETING



I. Purpose of CMS:

To effectively handle customer complaints / suggestions received from the network which relates to Marketing Department.

II. Scope

• District Office (Domestic/International)

• Service counters of all airports (Domestic/International)III. Key Responsibilities

• General Manager



• Assistant Manager Passenger Sales

• TOM

IV. Procedure

• Marketing Support (CMS area) is responsible to go through all the complaints related to reservations & ticketing received through different soE-mail/Postal Mail.

• Marketing support is also responsible to monitor the resolution of the complaints within the shortest possible time period.

• Marketing Support is also responsible to ensure appropriate/corrective asubsequently conveyed to the complainant.


VI. Related Records CMS WEB


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02



ndle customer complaints / suggestions received from the network which relates to


Service counters of all airports (Domestic/International)





Marketing Support (CMS area) is responsible to go through all the complaints related to reservations & ticketing received through different sources like MOD/DM Secretariat /Website/

mail/Postal Mail.

Marketing support is also responsible to monitor the resolution of the complaints within the shortest possible time period.

Marketing Support is also responsible to ensure appropriate/corrective asubsequently conveyed to the complainant.

01 : 02 : 7

Rev # : 02

August 27, 2015

ndle customer complaints / suggestions received from the network which relates to

Marketing Support (CMS area) is responsible to go through all the complaints related to urces like MOD/DM Secretariat /Website/

Marketing support is also responsible to monitor the resolution of the complaints within the

Marketing Support is also responsible to ensure appropriate/corrective action taken and

MARKETING


DISTRICT OFFICE MANAGEMENT


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


PART 3 DISTRICT OFFICE MANAGEMENT

PROCEDURES

01 : 03 : 0

Rev # : 02

August 27, 2015

DISTRICT OFFICE MANAGEMENT

MARKETING


ORGANOGRAM OF

* This is a generalized organogram of a District Office. The District Office positions at each respective station (Domestic/Int’l) w

the size of the market, flight frequency & positions approved by the management. Approved District Office organogramsrespective District Manager’s Secretariat and also approved by local station head

Manager Interline

Cargo sales Manager

Asst. Cargo Sales Manager


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


ORGANOGRAM OF DISTRICT OFFICEMANAGEMENT

is a generalized organogram of a District Office. The District Office positions at each respective station (Domestic/Int’l) w

the size of the market, flight frequency & positions approved by the management. Approved District Office organogramsrespective District Manager’s Secretariat and also approved by local station head

District Sales Manager

Cargo sales

Asst. Cargo Sales Manager


Asst. Passenger

sales Manager

Ticket office Manager

RTO / RTS /RTA

PSM -Corporate

Sales

Asst. Corporate

Sales Manager

Dist. Manager Sect.

Personnel Officer

01 : 03 : 1

Rev # : 02

August 27, 2015

DISTRICT OFFICE

is a generalized organogram of a District Office. The District Office positions at each respective station (Domestic/Int’l) will depend on

the size of the market, flight frequency & positions approved by the management. Approved District Office organograms are maintained at the

Asst. Corporate

Sales Manager

Manager finance

Asst. Passenger

Finance

MARKETING


3.1 SOP for making an Annual Sales Plan for District Offices in terms of Pax Sales.

I. Purpose

To achieve the Sales Targets giv

II. Scope

District Managers (Domestic/International)


• District Manager • Passenger Sales Manager• Assistant Pax Sales Manager• Sales Promotional Officer.

IV. Procedure

• Head office assigns

• The targets are then classified in terms of seasonality, Agents’ profile and booking office’s targets.

• DM, PSM/PSM (CS)

• SPOs make their workings in getting the


• N/A

VI. Related Records

• Target figures.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for making an Annual Sales Plan for District Offices in terms of Pax Sales.

To achieve the Sales Targets given by the Head Office in a systematic manner.

District Managers (Domestic/International)


Passenger Sales Manager Assistant Pax Sales Manager Sales Promotional Officer.

Head office assigns the targets to all the District Offices.

The targets are then classified in terms of seasonality, Agents’ profile and booking office’s targets.

/PSM (CS) and APSM make the sales target’s allocation to the SPOs.

SPOs make their workings in getting the targets achieved.

Reference Document

01 : 03 : 2

Rev # : 02

August 27, 2015

SOP for making an Annual Sales Plan for District Offices in terms of Pax Sales.

en by the Head Office in a systematic manner.

The targets are then classified in terms of seasonality, Agents’ profile and booking office’s targets.

and APSM make the sales target’s allocation to the SPOs.

MARKETING


3.2 SOP for Allocation of Sales Targets among Sales Promotional Officers / Selling Outlets

I. Purpose

To ensure proper monitoring of the Station’s

II. Scope



• District Manager • Passenger Sales Manager• Assistant Manager Passenger Sales• Sales Promotion Officers

IV. Procedure

• DM forwards the yearly sales targets to the PSM.

• PSM in consultation with APSM allocates it among all the SPOs in terms of their territory.

• PSM Corporate Sales allocates/communicates the targets for the commercial houses to the SPOs who look after the Corporate sale

• SPOs are to further communicate

achieve the targets.

• PSM/SPOs of corporate sales follow up on corporate accounts business potential.


• N/A

VI. Related Records

• Targets allocation figures.• Related files.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Allocation of Sales Targets among Sales Promotional Officers / Selling

To ensure proper monitoring of the Station’s sales and targets given to the Sale Promotion Offices.



Passenger Sales Manager Assistant Manager Passenger Sales Sales Promotion Officers

the yearly sales targets to the PSM.

PSM in consultation with APSM allocates it among all the SPOs in terms of their territory.

PSM Corporate Sales allocates/communicates the targets for the commercial houses to the SPOs who look after the Corporate sales activities along with PSM Corporate sales himself.

further communicate with their Sales agents/ selling outlets (PSA / GSA) in order to achieve the targets.

PSM/SPOs of corporate sales follow up on corporate accounts business potential.

eference Document

Targets allocation figures.

01 : 03 : 3

Rev # : 02

August 27, 2015

SOP for Allocation of Sales Targets among Sales Promotional Officers / Selling

sales and targets given to the Sale Promotion Offices.

PSM in consultation with APSM allocates it among all the SPOs in terms of their territory.

PSM Corporate Sales allocates/communicates the targets for the commercial houses to the SPOs s activities along with PSM Corporate sales himself.

with their Sales agents/ selling outlets (PSA / GSA) in order to

PSM/SPOs of corporate sales follow up on corporate accounts business potential.

MARKETING


3.3 SOP for Verifying the Sales Calls of Selling Outlets & Business gains Quantification (Validity Of Service)

I. Purpose

To ensure the proper monitoring of t

II. Scope

District Offices (Domestic/International) / Regional Management (Corporate Sales)


• General Manager- Passenger Sales • Regional Manager –• District Manager/UUs• Passenger Sales Manager• Passenger Sales Manager • Assistant Manager Passenger Sales• Sales Promotion Officers/SPOs (CS)

IV. Procedure

• Regional Manager Corporate Sales gets approval of targets frorm G.M Passenger Sales.

• The targets are then further classifiechannelized & revenue generated by field offices.

• DM, PSMs (CS) and APSM (CS) along with SPOs (CS) make calls to corporate houses and record activities and revenue gains in Sale

• Stations activities and revenue gains are conveyed to Regional Manager Corporate Sales/G.M Passenger Sales at least on monthly basis.

• From Head office Regional Management visits stations at least on quarterly basis to vdocuments and records of activities and revenue gains.


• N/A

VI. Related Records

• Targets allocation figures/Call Pattern / Reports• Related files.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


erifying the Sales Calls of Selling Outlets & Business gains Quantification Of Service)

To ensure the proper monitoring of the Station’s sales Sale activities & Revenue performance.



Passenger Sales – Corporate Sales

ger/UUs Passenger Sales Manager Passenger Sales Manager -Corporate Sales. Assistant Manager Passenger Sales Sales Promotion Officers/SPOs (CS)

ger Corporate Sales gets approval of targets frorm G.M Passenger Sales.

e then further classified in terms of Corporate Houses vchannelized & revenue generated by field offices.

DM, PSMs (CS) and APSM (CS) along with SPOs (CS) make calls to corporate houses and record activities and revenue gains in Sales Call and Station Revenue records.

Stations activities and revenue gains are conveyed to Regional Manager Corporate Sales/G.M Passenger Sales at least on monthly basis.

From Head office Regional Management visits stations at least on quarterly basis to vdocuments and records of activities and revenue gains.

Reference Document

Targets allocation figures/Call Pattern / Reports

01 : 03 : 4

Rev # : 02

August 27, 2015

erifying the Sales Calls of Selling Outlets & Business gains Quantification

he Station’s sales Sale activities & Revenue performance.


ger Corporate Sales gets approval of targets frorm G.M Passenger Sales.

d in terms of Corporate Houses visits, New Accounts,

DM, PSMs (CS) and APSM (CS) along with SPOs (CS) make calls to corporate houses and record s Call and Station Revenue records.

Stations activities and revenue gains are conveyed to Regional Manager Corporate Sales/G.M

From Head office Regional Management visits stations at least on quarterly basis to verify

MARKETING


3.4 SOP for making Corporate Accounts Members of PIA A+ Executive Virtual Program.

I. Purpose

Incorporating listed Companies to PIA Corporate Loyalty Program ‘A+ Executive’

II. Scope

District offices/Regional Management Corporate Sales


• General Manager Passenger Sales • Regional Manager Corporate Sales• Districts’ Managers • Passenger Sales Manager Corporate Sales • Sr./Sales Promotional Officer Corporate Sales

IV. Procedure

• PSM (CS)/APSM (CS)/product proposition become Member

• On acceptance of Loyalty ProgAccounts.

• On acceptance of formal invitations,Coordinators (CTC) as their Program Coordinator.

• PSM (CS) forwards details of CTC’s along with nominati(KAM) to Regional Manager Corporate Sales Head Office.

• Regional Manager Corporate Sales through the system assigns company to nominated KAM simultaneously incorporating system inputs regarding CTC’s.

• On assignment; system flasthe assigned Corporate House and submit such information through the systems.

• On submission of KAM’s information password for filling out the Membe

• On submission of virtual form; system assigns New Enrollment Number (NE#) to the Company as applicant.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for making Corporate Accounts Members of PIA A+ Executive Virtual

Incorporating listed Companies to PIA Corporate Loyalty Program ‘A+ Executive’

District offices/Regional Management Corporate Sales


General Manager Passenger Sales Regional Manager Corporate Sales

Passenger Sales Manager Corporate Sales Sr./Sales Promotional Officer Corporate Sales

PSM (CS)/APSM (CS)/Sr./SPO (CS) Select the listed Corporate Accountproduct proposition become Member.

Loyalty Program, formal invitation is forwarded to willing Corporate

acceptance of formal invitations, Corporate Accounts nominate their Company Travel Coordinators (CTC) as their Program Coordinator. PSM (CS) forwards details of CTC’s along with nomination of PIA Key Account Manager (KAM) to Regional Manager Corporate Sales Head Office. Regional Manager Corporate Sales through the system assigns company to nominated KAM simultaneously incorporating system inputs regarding CTC’s. On assignment; system flashes email to respective KAM for their further inputs regarding the assigned Corporate House and submit such information through the systems.On submission of KAM’s information our system intimates to CTC temporary login & password for filling out the Membership Virtual form. On submission of virtual form; system assigns New Enrollment Number (NE#) to the Company as applicant.

01 : 03 : 5

Rev # : 02

August 27, 2015

SOP for making Corporate Accounts Members of PIA A+ Executive Virtual

Incorporating listed Companies to PIA Corporate Loyalty Program ‘A+ Executive’.

SPO (CS) Select the listed Corporate Account and present the

, formal invitation is forwarded to willing Corporate

Corporate Accounts nominate their Company Travel

on of PIA Key Account Manager

Regional Manager Corporate Sales through the system assigns company to nominated

hes email to respective KAM for their further inputs regarding the assigned Corporate House and submit such information through the systems.

system intimates to CTC temporary login &

On submission of virtual form; system assigns New Enrollment Number (NE#) to the

MARKETING


• On data verification of filled forms Company is made member of A+ Executive Program and assigned membership number and necessary guidsystem.


• N/A

VI. Related Records

• N/A


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


On data verification of filled forms Company is made member of A+ Executive Program and assigned membership number and necessary guidelines for managing the program through

Reference Document

01 : 03 : 6

Rev # : 02

August 27, 2015

On data verification of filled forms Company is made member of A+ Executive Program and elines for managing the program through

MARKETING


3.5 SOP for Resource Planning (Infrastructure, Equipment, Human Resources).

I. Purpose

To facilitate the better functioning of the District Offices.

II. Scope

• District Offices (Domestic/International)


• GM Passenger Sales• District Manager • Regional manager • Procurement & Logistics Department.

IV. Procedure

• Area head initiate the resource requirement.

• District Manager is to be requested for the required resources.

• DM then forwards the request to the GM Pax Sales if that resource allocation exceeds his/her

domain.

• GM Pax Sale’s office forwards the request for the Man

• P&L then acquires the resources on their behalf and send the same to the offices.


• N/A


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Resource Planning (Infrastructure, Equipment, Human Resources).

facilitate the better functioning of the District Offices.



GM Passenger Sales

Procurement & Logistics Department.

nitiate the resource requirement.

District Manager is to be requested for the required resources.

DM then forwards the request to the GM Pax Sales if that resource allocation exceeds his/her

GM Pax Sale’s office forwards the request for the Management’s approval.

P&L then acquires the resources on their behalf and send the same to the offices.

Reference Document

01 : 03 : 7

Rev # : 02

August 27, 2015

SOP for Resource Planning (Infrastructure, Equipment, Human Resources).

DM then forwards the request to the GM Pax Sales if that resource allocation exceeds his/her

agement’s approval.

P&L then acquires the resources on their behalf and send the same to the offices.

MARKETING


VI. Related Records

• Minutes. • Capital Sanctioning Receipts.• Vouchers.

3.6 SOP for Determining Training Requirement fo

I. Purpose

To keep acquainted the district office personnel with the latest developments in the aviation world.

II. Scope



• District Manager • All Managers at District level.• Manager Training & Development (Sales)

IV. Procedure

• Area Head initiates the training requirements for the Sales force and forwards it to the DM.

• District Manager forwards it to the Manager Training & Development for plto the sales force.

• District Office is to be intimated by the Manager Training & Development for the course initiation.

• DM is to arrange desired number of personnel on rotation basis in order to get them the trainings.

• Area Head is to evaluate their post training performance and coordinate with the DM and Manager Training & Development for a re



CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Capital Sanctioning Receipts.

SOP for Determining Training Requirement for District Office Personnel




All Managers at District level. Manager Training & Development (Sales)

Area Head initiates the training requirements for the Sales force and forwards it to the DM.

District Manager forwards it to the Manager Training & Development for pl

District Office is to be intimated by the Manager Training & Development for the course initiation.

DM is to arrange desired number of personnel on rotation basis in order to get them the trainings.

Head is to evaluate their post training performance and coordinate with the DM and Manager Training & Development for a re-training if desires so.

Reference Document

01 : 03 : 8

Rev # : 02

August 27, 2015

r District Office Personnel


Area Head initiates the training requirements for the Sales force and forwards it to the DM.

District Manager forwards it to the Manager Training & Development for planning a suitable training

District Office is to be intimated by the Manager Training & Development for the course initiation.

DM is to arrange desired number of personnel on rotation basis in order to get them the trainings.

Head is to evaluate their post training performance and coordinate with the DM and Manager

MARKETING


• Training & Development

VI. Related Records

• Training records.

3.7 SOP for Planning the Group Handling Request/Discounts

I. Purpose

To increase the group traveling and to meet the market competition for augmenting the revenue.

II. Scope



• District Manager • Passenger Sales Manager• Asst. Passenger Sales Manager• Sales Promotion Officer

IV. Procedure

• Request is received by Station and retrieved by SPO from the Travel Agents / Commercial houses.

• PSM / APSM evaluate the request and allow any standing discount per

• Any discount beyond standing approvals isfor Management’s approval.


• N/A

VI. Related Records


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02



OP for Planning the Group Handling Request/Discounts.




Passenger Sales Manager Asst. Passenger Sales Manager Sales Promotion Officer

Request is received by Station and retrieved by SPO from the Travel Agents / Commercial houses.

PSM / APSM evaluate the request and allow any standing discount permissible to the Stations.

discount beyond standing approvals is sent by PSM / APSM to respective route for Management’s approval.

Reference Document

01 : 03 : 9

Rev # : 02

August 27, 2015


Request is received by Station and retrieved by SPO from the Travel Agents / Commercial houses.

missible to the Stations.

respective route managers

MARKETING


• Agents’ requests. • Approval files.

3.8 SOP for Provisioning of Revenue Documents/ Ticket Documents based on Periodic Requirements.

I. Purpose

To ensure the availability as well as the timely provisioning of the revenue documents.

II. Scope



• District Manager • Pax Sales Manager• Asst. Passenger Sales Manager

IV. Procedure

• BSP agents/PSA/GSAs will send their ticket stock requisition either in form of letter or electronic mail to marketing managers specified at III above.

• Concerned SPO will

• An e-mail will be flashed to ABACUS to update capping in accordance to final assessment of

superior officer.


• A: PSA/GSA Domestic and international bank guarantee -Daily sales summary (Source IATA BSP and ABACUS) • A: IATA/BSP Agents


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


rovisioning of Revenue Documents/ Ticket Documents based on Periodic



ties

Pax Sales Manager Asst. Passenger Sales Manager

BSP agents/PSA/GSAs will send their ticket stock requisition either in form of letter or electronic mail to marketing managers specified at III above.

Concerned SPO will recommend TOP UP/SUPLY/ REVOLVING capping limit of e

mail will be flashed to ABACUS to update capping in accordance to final assessment of

Reference Document

Domestic and international bank guarantee sales summary (Source IATA BSP and ABACUS)

A: IATA/BSP Agents

01 : 03 : 10

Rev # : 02

August 27, 2015

rovisioning of Revenue Documents/ Ticket Documents based on Periodic


BSP agents/PSA/GSAs will send their ticket stock requisition either in form of letter or electronic

recommend TOP UP/SUPLY/ REVOLVING capping limit of e-tickets.

mail will be flashed to ABACUS to update capping in accordance to final assessment of

MARKETING


Domestic bank guarantee and last year average 05 week sale to ascertain international bank guarantee

-Daily sales summary (Source IATA BSP and ABACUS)

VI. Related Records

Agents e-ticketEmail notification for updating for e


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Domestic bank guarantee and last year average 05 week sale to ascertain international bank

Daily sales summary (Source IATA BSP and ABACUS)

ticket requisition letter/email Email notification for updating for e-ticket capping

01 : 03 : 11

Rev # : 02

August 27, 2015

Domestic bank guarantee and last year average 05 week sale to ascertain international bank

MARKETING


3.9 SOP for Handling Customer Complaints / Suggestions

I. Purpose

To effectively and timely handling of all the complaints/suggestions received from the Network which relate to Marketing Department

II. Scope

• District Offices (Domestic/International)• Service Counters at the airports (Domestic/International)


• Concerned District Manager / Ticket Office Managers• Dy. General Manager Marketing Support.• Manager Customer Relations• Manager PIA Contact Center

IV. Procedure

• All the complaints are forwarded to the Customer Relations through Secretariat/Website/Email/Postal Mail/Call Center/Chairman Office/Comment Cards which are placed in the aircrafts /passeService Counters at the airports (Domestic / International)/PIA Website.

• Manager Customer Relations is responsible to collect the Comment cards//passenger feed back form and register the

• Complains are then automatically forwarded to the concerned station for their necessary processing by Manager Customer Relations received from either source with a copy to Marketing Support .

• After investigation aentered into the CMS by concerned station/department.

• The Dy. General Manager Marketing Support will monitor all the station’s complains related to Marketing in order to ensure the timeby all stations.

• According to SOP interterm / final reply will be sent through Customer Services with a copy to Marketing Support.


Not applicable


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


.9 SOP for Handling Customer Complaints / Suggestions

To effectively and timely handling of all the complaints/suggestions received from the Network which Department Department.

District Offices (Domestic/International) Service Counters at the airports (Domestic/International)


Concerned District Manager / Ticket Office Managers Dy. General Manager Marketing Support. Manager Customer Relations Manager PIA Contact Center

All the complaints are forwarded to the Customer Relations through Secretariat/Website/Email/Postal Mail/Call Center/Chairman Office/Comment Cards which are placed in the aircrafts /passenger feed back form available on the counters at Booking Offices / Service Counters at the airports (Domestic / International)/PIA Website.

Manager Customer Relations is responsible to collect the Comment cards//passenger feed back form and register the same in the Complain Management System.

Complains are then automatically forwarded to the concerned station for their necessary processing by Manager Customer Relations received from either source with a copy to Marketing

After investigation appropriate corrective/preventive measures are taken and then same are entered into the CMS by concerned station/department.

The Dy. General Manager Marketing Support will monitor all the station’s complains related to Marketing in order to ensure the timely resolution and ensuring that appropriate actions are taken

According to SOP interterm / final reply will be sent through Customer Services with a copy to

Reference Document

01 : 03 : 12

Rev # : 02

August 27, 2015

To effectively and timely handling of all the complaints/suggestions received from the Network which

All the complaints are forwarded to the Customer Relations through Secretariat/Website/Email/Postal Mail/Call Center/Chairman Office/Comment Cards which are

nger feed back form available on the counters at Booking Offices / Service Counters at the airports (Domestic / International)/PIA Website.

Manager Customer Relations is responsible to collect the Comment cards//passenger feed back

Complains are then automatically forwarded to the concerned station for their necessary processing by Manager Customer Relations received from either source with a copy to Marketing

ppropriate corrective/preventive measures are taken and then same are

The Dy. General Manager Marketing Support will monitor all the station’s complains related to ly resolution and ensuring that appropriate actions are taken

According to SOP interterm / final reply will be sent through Customer Services with a copy to

MARKETING


VI. Related Records

• Complaint Management System database• Complaint’sRecords.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


int Management System database Complaint’sRecords.

01 : 03 : 13

Rev # : 02

August 27, 2015

MARKETING


3.10 SOP for Executing the Sales Plan (territory

I. Purpose

To facilitate the Sales force by disseminating the sales targets and its timely acquisition

II. Scope



• District Manager • Passenger Sales Manager• Sales Promotion Officer

IV. Procedure

• All Sales force ensures periodic visits to assigned / any potential sales outlets.

• All promotions / special

• Timely responses to any queries from any selling outlets are to be ascertained.

• Mandatory regular sales calls are to be made by SPOs and accordingly recorded through call reports.


• N/A

VI. Related Records

• Sales targets. • Call patterns.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Executing the Sales Plan (territory wise) through Sales force.




Passenger Sales Manager Sales Promotion Officer

All Sales force ensures periodic visits to assigned / any potential sales outlets.

All promotions / special offers, deals, are communicated to all selling outlets.

Timely responses to any queries from any selling outlets are to be ascertained.

Mandatory regular sales calls are to be made by SPOs and accordingly recorded through call

ent

01 : 03 : 14

Rev # : 02

August 27, 2015

ise) through Sales force.


All Sales force ensures periodic visits to assigned / any potential sales outlets.

offers, deals, are communicated to all selling outlets.

Timely responses to any queries from any selling outlets are to be ascertained.

Mandatory regular sales calls are to be made by SPOs and accordingly recorded through call

MARKETING


3.11 SOP for Sales “calls patterns”/ “call reports”

I. Purpose

To assist the SPOs in making their calls to the Sales agents/ Commercial houses.

II. Scope



• District Manager • Passenger Sales Manager• Sales Promotion Officers.

IV. Procedure

• SPOs fill the call pattern at the beginning of the day.

• PSM keeps the call pattern to

• Before the end of the day SPO writes / provides “Sales call reports”.

• Both “Call pattern” and “Call reports” are discussed at the end of the day / subsequent morning in daily briefing meetings with DM / PSM.

• Agent’s Forms are distributed to agents respect to services provided by PIA to the agents. Based on the feedback, concerned District Manager or his nominee take corrective actions to address agent’s issues.


• N/A

VI. Related Records

• SPOs’ Call Patterns• SPOs’ Call Reports.• Agent’s feedback form.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Sales “calls patterns”/ “call reports” and Agent’s feedback on PIA services




Passenger Sales Manager Sales Promotion Officers.

SPOs fill the call pattern at the beginning of the day.

PSM keeps the call pattern to determine SPOs daily movement.

Before the end of the day SPO writes / provides “Sales call reports”.

Both “Call pattern” and “Call reports” are discussed at the end of the day / subsequent morning in daily briefing meetings with DM / PSM.

are distributed to agents at least once in a year and inputs are taken from them with respect to services provided by PIA to the agents. Based on the feedback, concerned District Manager or his nominee take corrective actions to address agent’s issues.

eference Document

SPOs’ Call Patterns SPOs’ Call Reports. Agent’s feedback form.

01 : 03 : 15

Rev # : 02

August 27, 2015

and Agent’s feedback on PIA services


Both “Call pattern” and “Call reports” are discussed at the end of the day / subsequent morning in

and inputs are taken from them with respect to services provided by PIA to the agents. Based on the feedback, concerned District Manager or his nominee take corrective actions to address agent’s issues.

MARKETING


3.12 SOP for Reporting Sales Performance to Regional

I. Purpose

To convey the district offices’ proceedings in terms of sthe Head Office.

II. Scope



• District Manager • Passenger Sales Manager• Asst. Passenger Sales Manager• Regional Manager (Pakistan)

IV. Procedure

• DM along with PSM and APSM communicates the sales performances to the

Pakistan /GM Passenger Sales on regular basis or as per Head office requirements.

• Regional manager summary with his feedback and submits it to the GM Passenger Sales.

• GM Passenger Sales reviews and then submitrequired adjustments.


• N/A

VI. Related Records

• Sales performance • Concerned Regional manager


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Reporting Sales Performance to Regional Managers/GM Pax. Sales

To convey the district offices’ proceedings in terms of sales performance and any other reservation to



Passenger Sales Manager Asst. Passenger Sales Manager

Manager (Pakistan)

DM along with PSM and APSM communicates the sales performances to the Pakistan /GM Passenger Sales on regular basis or as per Head office requirements.

(Pakistan) reviews the Station’s performance / proposals ansummary with his feedback and submits it to the GM Passenger Sales.

GM Passenger Sales reviews and then submits them to the Management for their perusal / required adjustments.

Reference Document

Sales performance reports. Regional manager’s reports.

01 : 03 : 16

Rev # : 02

August 27, 2015

Managers/GM Pax. Sales

ales performance and any other reservation to

DM along with PSM and APSM communicates the sales performances to the Regional manager Pakistan /GM Passenger Sales on regular basis or as per Head office requirements.

(Pakistan) reviews the Station’s performance / proposals and prepares a

them to the Management for their perusal /

MARKETING


3.13 SOP for Passenger Handling at Booking Offices

I. Purpose

To ensure that, maximum facilitation is provided to the in

II. Scope

• District Offices (Domestic/International)• Service Counters at the airports(Domestic/International)


• Ticket Office Manager• Shift In-charge/Duty Officers

IV. Procedure.

• Customer gets a Que

• Upon his turn he interacts

• Counter staff facilitates him completely up to the ticket handling.

• Cash handling (E-ticketing) and refund process (PRT) are handled by the counter staff. (He / she should be furnished with enough petty cash to exercise the cash

• The cashier refunds the ticket amount/collect cash/sale amount from the staff.

• If requested, Passenger Feedback form should be provided by concerned staff to the customer.


• N/A


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Passenger Handling at Booking Offices

To ensure that, maximum facilitation is provided to the in-coming passengers within minimum time limit.

omestic/International) Service Counters at the airports(Domestic/International)


Ticket Office Manager charge/Duty Officers

Customer gets a Que-Matic ticket and wait for his turn.

Upon his turn he interacts with the counter staff.

Counter staff facilitates him completely up to the ticket handling.

ticketing) and refund process (PRT) are handled by the counter staff. (He / she should be furnished with enough petty cash to exercise the cash functions properly).

The cashier refunds the ticket amount/collect cash/sale amount from the staff.

If requested, Passenger Feedback form should be provided by concerned staff to the customer.

Reference Document

01 : 03 : 17

Rev # : 02

August 27, 2015

coming passengers within minimum time limit.

ticketing) and refund process (PRT) are handled by the counter staff. (He / she functions properly).

The cashier refunds the ticket amount/collect cash/sale amount from the staff.

If requested, Passenger Feedback form should be provided by concerned staff to the customer.

MARKETING


VI. Related Records

• Que-Matic Reports


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


01 : 03 : 18

Rev # : 02

August 27, 2015

MARKETING


3.14 SOP for Handling Prepaid Ticket Advice. (PTA)

I. Purpose

To handle PTA requests effectively.

II. Scope



• DGM Marketing Support• Shift In-charge • Reservation & Ticketing Officer

IV. Procedure

• Passenger asks for the rates / procedures for PTA.

• A PTA is to be sent to the respective office after the required payment.

• The station where the PTA is sent contacts the person to get a ticket against the authority / PTA.

• Stations send a confirmation to the issuing office after a ticket has been collected.


• Passenger Services Conference Resolution Manual

VI. Related Records

• PTA records


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Handling Prepaid Ticket Advice. (PTA)

Purpose

To handle PTA requests effectively.

Scope



DGM Marketing Support

Reservation & Ticketing Officer

Procedure

Passenger asks for the rates / procedures for PTA.

A PTA is to be sent to the respective office after the required payment.

The station where the PTA is sent contacts the person to get a ticket against the authority / PTA.

confirmation to the issuing office after a ticket has been collected.

Reference Document

Passenger Services Conference Resolution Manual

Related Records

SOP VOIDED

01 : 03 : 19

Rev # : 02

August 27, 2015

The station where the PTA is sent contacts the person to get a ticket against the authority / PTA.

confirmation to the issuing office after a ticket has been collected.

MARKETING


3.15 SOP for Handling Re

I. Purpose

To facilitate the passenger in terms of re

II. Scope



• District Manager • DGM Marketing Support• Counter Staff • Cashier

IV. Procedure

• Passenger requests for a rebooking/reservation counter.

• Dealing RTO will suggest re

availability of seats or any other ope

• The RTO (counter staff) will request a copy of the issued ticket and passport from the passenger for processing the re

• At acceptance, RTO processes re

• Passenger preferring refund will acquire the due refunds from concerned Travel Agents / PIA booking offices.


• Passenger Services Conference Resolution Manual

VI. Related Records

• Ticket documents. • Cash receipts.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Handling Re-routing / Change of Class Request.

To facilitate the passenger in terms of re-routing / change of class arrangements.



DGM Marketing Support

Passenger requests for a re-routing/ change of class facility on his/her turn at the booking/reservation counter.

Dealing RTO will suggest re-routing or change of class of class to passenger in case of non availability of seats or any other operational reason.

The RTO (counter staff) will request a copy of the issued ticket and passport from the passenger for processing the re-routing request / change of class.

At acceptance, RTO processes re-routing / change of class.

ng refund will acquire the due refunds from concerned Travel Agents / PIA

Reference Document

Passenger Services Conference Resolution Manual

01 : 03 : 20

Rev # : 02

August 27, 2015

routing / change of class arrangements.

routing/ change of class facility on his/her turn at the

routing or change of class of class to passenger in case of non

The RTO (counter staff) will request a copy of the issued ticket and passport from the passenger

ng refund will acquire the due refunds from concerned Travel Agents / PIA

MARKETING


3.16 SOP for Ticket Delivery at Passe

I. Purpose

To properly implement the ticket delivery at the Customer’s doorstep. II. Scope

District Offices (Domestic)


• Contact Center

• Booking Offices

• Speedex

• Finance.

IV. Procedure

The following conditions apply with refe

• Delivery of E- tickets for pure domestic/designated sectors only. • Available for all classes of travel up to six hours of flight departure. • This service would not cover tickets with open / request reservation status.• Tickets to be issued/ delivered by/at designated domestic stations only. • ID/AD tickets are not covered under this service.

CONTACT CENTER:

• Customer wishing to avail the service may select the option at IVR (Interactive Voice Responder) level. Call will be connected to Call Center agent who will create reservations with following details: Name, Sectors/Segment, Contact numbers, Delivery address (home/office), relevant remarks where necessary about mode of payment.

• In case where seats are not availabloffered to customers.

• Once reservation is created by Call Center agent, PNR will be outbound team. Call Centre will call back the customer and verify/incorporany.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Ticket Delivery at Passenger’s doorstep.

To properly implement the ticket delivery at the Customer’s doorstep.



Booking Offices

The following conditions apply with reference to the application of this SOP:

tickets for pure domestic/designated sectors only. Available for all classes of travel up to six hours of flight departure. This service would not cover tickets with open / request reservation status.Tickets to be issued/ delivered by/at designated domestic stations only. ID/AD tickets are not covered under this service.

Customer wishing to avail the service may select the option at IVR (Interactive Voice Responder) ll be connected to Call Center agent who will create reservations with following details:

Name, Sectors/Segment, Contact numbers, Delivery address (home/office), relevant remarks where necessary about mode of payment.

In case where seats are not available in desired date and class, first available alternate will be offered to customers.

Once reservation is created by Call Center agent, PNR will be placed on Reservation Queue outbound team. Call Centre will call back the customer and verify/incorpor

01 : 03 : 21

Rev # : 02

August 27, 2015

This service would not cover tickets with open / request reservation status. Tickets to be issued/ delivered by/at designated domestic stations only.

Customer wishing to avail the service may select the option at IVR (Interactive Voice Responder) ll be connected to Call Center agent who will create reservations with following details:

Name, Sectors/Segment, Contact numbers, Delivery address (home/office), relevant remarks

e in desired date and class, first available alternate will be

placed on Reservation Queue to outbound team. Call Centre will call back the customer and verify/incorporate the missing details, if

MARKETING


• The said PNR will then be placed onSame PNR will also be printed at concerned PIA booking office remotely.

• Call Center will convey delivery time i.e. two hou

changes in PNR as per PIA reservation policy.

• The service is applicable for confirmed segmentscustomer will be diverted to booking offices.

• For Awards Plus reward tickets, the customers’ request will be processed according to laid down procedure.

• Awards Plus agent will print authority and PNR on concerned booking office printer and will also quip the PNR in Q-499 with Pic Code 14 relevant Queue.

BOOKING OFFICES:

• Dedicated staff and fully equipped desk will be maintained

• Once PNR is received in Qthe ticket.

• The Ticketing Staff will hand over theas per attached Performa:

• Address and telephone number of the customer to whom the ticket has to be delivered to.

• Total amount to be collected, Mode of payment, cash or credit card.

SPEEDEX:

• Speedex will provide list of the contact persons in its network as the Point Men in booking offices for the project of delivery of tickets to the customers.

• Speedex “Point Man” on receipt of information after due documented acknowledgement will execute Speedex booking by generating a Consignment Note.

• A copy of the consignment note will be handed over to Ticketing Staff.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


The said PNR will then be placed on to Q- 499 with Pic Code 14 of concerned PIA booking office. Same PNR will also be printed at concerned PIA booking office remotely.

Call Center will convey delivery time i.e. two hours and other conditions of cancellation and changes in PNR as per PIA reservation policy.

The service is applicable for confirmed segments only. For tickets with open/customer will be diverted to booking offices.

s reward tickets, the customers’ request will be processed according to laid down

Awards Plus agent will print authority and PNR on concerned booking office printer and will also 499 with Pic Code 14 relevant Queue.

NG OFFICES:

Dedicated staff and fully equipped desk will be maintained during booking office timings

Once PNR is received in Q-499 and printed on the hard copy printer, the ticketing staff will issue

The Ticketing Staff will hand over the ticket to Speedex Point Man along with the following details as per attached Performa:

Address and telephone number of the customer to whom the ticket has to be delivered to.

Total amount to be collected, Mode of payment, cash or credit card.

Speedex will provide list of the contact persons in its network as the Point Men in booking offices for the project of delivery of tickets to the customers.

Speedex “Point Man” on receipt of information after due documented acknowledgement will cute Speedex booking by generating a Consignment Note.

A copy of the consignment note will be handed over to Ticketing Staff.

01 : 03 : 22

Rev # : 02

August 27, 2015

499 with Pic Code 14 of concerned PIA booking office. Same PNR will also be printed at concerned PIA booking office remotely.

rs and other conditions of cancellation and

or tickets with open/ waitlisted status; the

s reward tickets, the customers’ request will be processed according to laid down

Awards Plus agent will print authority and PNR on concerned booking office printer and will also

during booking office timings.

499 and printed on the hard copy printer, the ticketing staff will issue

ticket to Speedex Point Man along with the following details

Address and telephone number of the customer to whom the ticket has to be delivered to.

Speedex will provide list of the contact persons in its network as the Point Men in booking offices

Speedex “Point Man” on receipt of information after due documented acknowledgement will

MARKETING


• Speedex Point Man will then generate a delivery/run sheet, whereby in the consignee name column, amount to be collected at t

• Speedex Point Man will then hand over the ticket and the delivery/run sheet to the Speedex courier, after taking acknowledgment from the courier on the duplicate copy of the delivery/run sheet.

• Speedex couriers delivering the ticket will carry handprinter option.

• Speedex couriers will deliver “Point Man”.

• At the time of delivering the tickets, Speedex couriers will;

i. Collect cash or accept credit card and after dueticket to the customer

ii. Obtain customer’s acknowledgement for receipt as per Speedex procedures.

• Speedex couriers will then hand over the run sheets along with cash or credit card receipts to the Speedex Point Man.

• Speedex Point Man will hand over the cash/credit card receipt to the designated staff at the booking offices and r

• Speedex will ensure placement of staff at these booking offices and the details thereof would be

provided to all concerned: Karachi, Lahore, Rawalpindi / Islamabad, Quetta, Peshawar, Sukkur, Faisalabad, & Multan.

• Ticket Office Manager

effective delivery of tickets to customers at door steps.

FINANCE:

• ASRs Closures/Cash Counter Functions:

i. Daily ASR along with cash/Credit Card Charge Form would be submitted to the Counter Cashiers be


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Speedex Point Man will then generate a delivery/run sheet, whereby in the consignee name column, amount to be collected at the time of delivery with mode of payment, will also be marked.

Speedex Point Man will then hand over the ticket and the delivery/run sheet to the Speedex courier, after taking acknowledgment from the courier on the duplicate copy of the delivery/run

Speedex couriers delivering the ticket will carry hand-held device for credit card acceptance with

Speedex couriers will deliver the ticket within three hour of taking over of

f delivering the tickets, Speedex couriers will;

Collect cash or accept credit card and after due clearance of the credit card, dticket to the customer Obtain customer’s acknowledgement for receipt as per Speedex procedures.

s will then hand over the run sheets along with cash or credit card receipts to the Speedex Point Man.

Speedex Point Man will hand over the cash/credit card receipt to the designated staff at the booking offices and record this delivery on Performa.

eedex will ensure placement of staff at these booking offices and the details thereof would be provided to all concerned: Karachi, Lahore, Rawalpindi / Islamabad, Quetta, Peshawar, Sukkur, Faisalabad, & Multan.

Ticket Office Manager will monitor and evaluate these sheets/receipts on weekly basis to ensure effective delivery of tickets to customers at door steps.

ASRs Closures/Cash Counter Functions:

Daily ASR along with cash/Credit Card Charge Form would be submitted to the Counter Cashiers before the closure of shift.

01 : 03 : 23

Rev # : 02

August 27, 2015

Speedex Point Man will then generate a delivery/run sheet, whereby in the consignee name he time of delivery with mode of payment, will also be marked.

Speedex Point Man will then hand over the ticket and the delivery/run sheet to the Speedex courier, after taking acknowledgment from the courier on the duplicate copy of the delivery/run

held device for credit card acceptance with

hour of taking over of the tickets from Speedex

clearance of the credit card, deliver the

Obtain customer’s acknowledgement for receipt as per Speedex procedures.

s will then hand over the run sheets along with cash or credit card receipts to the

Speedex Point Man will hand over the cash/credit card receipt to the designated staff at the

eedex will ensure placement of staff at these booking offices and the details thereof would be provided to all concerned: Karachi, Lahore, Rawalpindi / Islamabad, Quetta, Peshawar, Sukkur,

ate these sheets/receipts on weekly basis to ensure

Daily ASR along with cash/Credit Card Charge Form would be submitted to the Counter

MARKETING


ii. In cases where the couriers are not able to return to the Booking Offices before the closure of shifts, the following would be followed:

iii. The sales staff will close their ASRs and hand over the sales proceeds to the CounterCashiers along with copies of consignments notes against which the payment has not been received.

iv. In such cases the payment will be made by the “Point Man” directly to the Cashiers after receiving their acknowledgment as per above

v. After receipt of Cash/Credit Card charge forms from the “Point Man”, the Cashier would settle the outstanding ASRs.


• PIA Queues Manual

VI. Related Records

• Ticket delivery record• LOG MKT/LOG/001

:


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


In cases where the couriers are not able to return to the Booking Offices before the closure of shifts, the following would be followed:

The sales staff will close their ASRs and hand over the sales proceeds to the CounterCashiers along with copies of consignments notes against which the payment has not been received.

In such cases the payment will be made by the “Point Man” directly to the Cashiers after receiving their acknowledgment as per above-mentioned procedure.

After receipt of Cash/Credit Card charge forms from the “Point Man”, the Cashier would settle the outstanding ASRs.

Reference Documents

PIA Queues Manual

Ticket delivery record LOG MKT/LOG/001

01 : 03 : 24

Rev # : 02

August 27, 2015

In cases where the couriers are not able to return to the Booking Offices before the

The sales staff will close their ASRs and hand over the sales proceeds to the Counter Cashiers along with copies of consignments notes against which the payment has not

In such cases the payment will be made by the “Point Man” directly to the Cashiers mentioned procedure.

After receipt of Cash/Credit Card charge forms from the “Point Man”, the Cashier would

MARKETING


3.17 SOP for Handling Visa Requests.

I. Purpose

To effectively manage and process visa requests for Umra, Malaysia, and few other countries..

II. Scope

• District Offices (Domestic)


• DM • PSM • In charge Visa Cell

IV. Procedure

• Agents forward the visa PSM.

• After checking of the documents as per the requirement of concerned Consulate / Embassy, these are submitted to the respective countries Visa office.

• SPO follows-up with t


• N/A

VI. Related Records

• Visa requests. • Covering letters to the Consulate.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


or Handling Visa Requests.

To effectively manage and process visa requests for Umra, Malaysia, and few other countries.



Agents forward the visa requests for individuals / groups and submit it to the Visa cell through the

After checking of the documents as per the requirement of concerned Consulate / Embassy, these are submitted to the respective countries Visa office.

up with the visa cell for the visa information to the concerned Agent.

Reference Document

Covering letters to the Consulate.

01 : 03 : 25

Rev # : 02

August 27, 2015

To effectively manage and process visa requests for Umra, Malaysia, and few other countries.

requests for individuals / groups and submit it to the Visa cell through the

After checking of the documents as per the requirement of concerned Consulate / Embassy, these

he visa cell for the visa information to the concerned Agent.

MARKETING



CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


01 : 03 : 26

Rev # : 02

August 27, 2015

MARKETING


3.18 SOP for Dissemination of Timely Information at Station level.

Purpose

Timely information to all selling outlets till filling of information in the systems..

Scope

District Offices (Domestic/ International)


• General Manager Pax Sales

• DM

• Regional Manager( Concerned territory)

• t Manager ( Competitiv

• PSM

• APSM

• SPOs.

Procedure

• Concerned Management / mechanisms etc.

• P Manager Competitive Analysis processes filling of above systems through ATPCO, “Airprice” etc.

• Till reflection of this information in systems, Manager Competitive Analysis informs the changes to the concerned offices of the network.

• PSM / APSM disseminate information sent by Manager Competitive Analysis in the form of station circular or volume to al

• SPOs confirm the receipt of such electronic communication and further ensure through distributing hard copies of such circulars / volumes.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Dissemination of Timely Information at Station level.

y information to all selling outlets till filling of information in the systems.

District Offices (Domestic/ International)

General Manager Pax Sales

Manager( Concerned territory)

t Manager ( Competitive Analysis)

Concerned Management / Regional Manager advise the change in fares, policies or selling

P Manager Competitive Analysis processes filling of above systems through ATPCO, “Airprice” etc.

l reflection of this information in systems, Manager Competitive Analysis informs the changes to the concerned offices of the network.

PSM / APSM disseminate information sent by Manager Competitive Analysis in the form of station circular or volume to all selling outlets electronically.

SPOs confirm the receipt of such electronic communication and further ensure through distributing hard copies of such circulars / volumes.

01 : 03 : 27

Rev # : 02

August 27, 2015

SOP for Dissemination of Timely Information at Station level.

y information to all selling outlets till filling of information in the systems.

Manager advise the change in fares, policies or selling

P Manager Competitive Analysis processes filling of above systems through ATPCO, “Airprice” etc.

l reflection of this information in systems, Manager Competitive Analysis informs the changes to

PSM / APSM disseminate information sent by Manager Competitive Analysis in the form of station

SPOs confirm the receipt of such electronic communication and further ensure through distributing

MARKETING


Reference Document

• SABRE Air Price Manual Related Records

• Volumes • Circulars


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SABRE Air Price Manual

01 : 03 : 28

Rev # : 02

August 27, 2015

MARKETING


3.19 SOP for Reporting Sales Proceeds.

I. Purpose

Reporting and settlement of PIA sales proceeds by all selling outlets. (Booking offices, PIA Satellite Offices, IATA Agents, PSAs, GSAs, DSAs)

II. Scope

• PIA District Offices (Domestic / International)


• District Manager • Finance Manager • Passenger Sales Manager

IV. Procedure

• All Selling outlets shall report Sale proceeds on periodic basis and shall make settlement on fortnightly basis to local finance.

• Finance Manager shall process / report instruments of settlements for payment / clearance.

• Sale reports shall be verified / checked by finance Manager.

• Finance Manager shall report any anomalies in Sale

• PSM shall refer these anomalies back to selling outlets for rectification.

• Invariably, Finance Manager shall report Sales to Pax revenue department.

• PSM shall report Sales figures to Pax Market Planning section.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Reporting Sales Proceeds.

Reporting and settlement of PIA sales proceeds by all selling outlets. (Booking offices, PIA Satellite Offices, IATA Agents, PSAs, GSAs, DSAs)

PIA District Offices (Domestic / International)



All Selling outlets shall report Sale proceeds on periodic basis and shall make settlement on s to local finance.

Finance Manager shall process / report instruments of settlements for payment / clearance.

Sale reports shall be verified / checked by finance Manager.

Finance Manager shall report any anomalies in Sales Report to PSM.

refer these anomalies back to selling outlets for rectification.

Invariably, Finance Manager shall report Sales to Pax revenue department.

PSM shall report Sales figures to Pax Market Planning section.

01 : 03 : 29

Rev # : 02

August 27, 2015

Reporting and settlement of PIA sales proceeds by all selling outlets. (Booking offices, PIA

All Selling outlets shall report Sale proceeds on periodic basis and shall make settlement on

Finance Manager shall process / report instruments of settlements for payment / clearance.

Invariably, Finance Manager shall report Sales to Pax revenue department.

MARKETING



• N/A

VI. Related Records • SAR • Sales Reports ( R1, R2, R10, R11)


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Reference Documents

Related Records

Sales Reports ( R1, R2, R10, R11)

01 : 03 : 30

Rev # : 02

August 27, 2015

MARKETING


3.20 SOP for Monitoring Sales Performance with Assigned

I. Purpose

To monitor the performance of Stations in line with the targets assigned to them.

II. Scope



• District Manager • Passenger Sales Manager• Asst. Passenger Sales Manager• Sales Promotion Officer(s)

IV. Procedure

• DM determines the schedule for monitoring the station’s sales performance.

• Sales performance is maintained by APSM in a database in the form of local MIS.

• PSM / APSM monitors body vise / revenue vise performance of SPOs and their respective accounts as per schedule determined by Station Head.

• SPOs are required to monitor the selling actmaking maximum number of marketing calls.


• N/A VI. Related Records

• Call reports • Call patterns


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Monitoring Sales Performance with Assigned Targets


Offices (Domestic/International)


Passenger Sales Manager Asst. Passenger Sales Manager Sales Promotion Officer(s)

DM determines the schedule for monitoring the station’s sales performance.

mance is maintained by APSM in a database in the form of local MIS.

PSM / APSM monitors body vise / revenue vise performance of SPOs and their respective accounts as per schedule determined by Station Head.

SPOs are required to monitor the selling activities of the agents through the sales targets by making maximum number of marketing calls.

Reference Document

01 : 03 : 31

Rev # : 02

August 27, 2015

Targets


DM determines the schedule for monitoring the station’s sales performance.

mance is maintained by APSM in a database in the form of local MIS.

PSM / APSM monitors body vise / revenue vise performance of SPOs and their respective

ivities of the agents through the sales targets by

MARKETING


3.21 SOP for Monitoring the Queue Timings of the Passengers at the District Of

I. Purpose

To better assist the passengers in getting their job done without getting delayed.

II. Scope

District offices (Domestic/International).


• District Manager • DGM Marketing Support• TOM / Shift-In charge

IV. Procedure

• Duty Officer is to monitor the waiting area of the customers.

• Duty Officer is to monitor the average customer handling time by reservation staff.

• Duty Officer is to monitor the information counter that all the relevant information is given to the passengers.

• TOM is to visit all the counters counters.


• N/A

VI. Related Records

• Quematic timings slip


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Monitoring the Queue Timings of the Passengers at the District Of


District offices (Domestic/International).


DGM Marketing Support In charge

y Officer is to monitor the waiting area of the customers.

Duty Officer is to monitor the average customer handling time by reservation staff.

Duty Officer is to monitor the information counter that all the relevant information is given to the

TOM is to visit all the counters from time to time to get acquainted

Reference Document

slip.

01 : 03 : 32

Rev # : 02

August 27, 2015

SOP for Monitoring the Queue Timings of the Passengers at the District Office.


Duty Officer is to monitor the average customer handling time by reservation staff.

Duty Officer is to monitor the information counter that all the relevant information is given to the

to get acquainted with the workings of the

MARKETING


• Customer complains for being delayed handled.

3.22 SOP for Monitoring the Staff Appearance.

I. Purpose

To monitor the staff appearance as per the given rules and regulations.

II. Scope



• DGM Marketing Support• In-charge Uniform Cell.

IV. Procedure

• TOM is to monitor the staff appearance / uniform where it is applicable to the counter staff.

• In case if the staff is not provided with the new uniform, the TOM has to contact with the Manager Uniform cell in coordination with the Manager Ticket Offices (System).

• TOM has to make sure that all the staff follows the dress code.


• N/A

VI. Related Records

• Uniforms’ requests • Uniforms’ acknowledgements.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Customer complains for being delayed handled.

oring the Staff Appearance.

To monitor the staff appearance as per the given rules and regulations.



DGM Marketing Support charge Uniform Cell.

monitor the staff appearance / uniform where it is applicable to the counter staff.

In case if the staff is not provided with the new uniform, the TOM has to contact with the Manager Uniform cell in coordination with the Manager Ticket Offices (System).

TOM has to make sure that all the staff follows the dress code.

Reference Document

Uniforms’ acknowledgements.

01 : 03 : 33

Rev # : 02

August 27, 2015

monitor the staff appearance / uniform where it is applicable to the counter staff.

In case if the staff is not provided with the new uniform, the TOM has to contact with the Manager

MARKETING


3.23 SOP for Monitoring the Shift Performance.

I. Purpose

To monitor the regularity of the staff shifts in the district offices.

II. Scope



• DGM Marketing Support• Duty Officer / Shift-In charge

IV. Procedure

• Duty Officer is to monitor the staff performance through freq

complaints raised against each and every employee.

• Duty Officer monitors the performance through the Quematic system by analyzing the average time spent on each passenger.

• Ticket Office Manager


• N/A

VI. Related Records

• Training Records.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Monitoring the Shift Performance.

ularity of the staff shifts in the district offices.



DGM Marketing Support In charge

Duty Officer is to monitor the staff performance through frequent visits as well as number of against each and every employee.

Duty Officer monitors the performance through the Quematic system by analyzing the average time spent on each passenger.

anager is to monitor staffs’ performance by checking their training records.

Reference Document

01 : 03 : 34

Rev # : 02

August 27, 2015

uent visits as well as number of

Duty Officer monitors the performance through the Quematic system by analyzing the average time

ormance by checking their training records.

MARKETING


• Number of Complain


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Number of Complaints.

01 : 03 : 35

Rev # : 02

August 27, 2015

MARKETING


3.24 SOP for Reviewing Training Effectiveness of District Office Personnel.

I. Purpose

To facilitate Manager Trainingoffice personnel.

II. Scope



• District Manager • Passenger Sales Manager• Asst. Passenger Sales Manager• DGM Marketing Support• Manager Training & Development.

IV. Procedure

• Manager Training & effectiveness of the training arranged by Manager T&D.

• DM or his/her area head will complete the with 15 days of receipt of such

• DM may also arrange interview with the staff under review with Manager T&D if he/she may desire.

• DM is to release all staff for subsequent training(s) which are adjudged below par in poperformance review conducted by the

• DM is to assess the training requirements of the district office’s personnel through close monitoring of their performances by their respective heads.

• DM is to coordinate with the Manager Traitraining(s) program

• If the training request is for the Institution other than the PIA Training Center (PTC), the case is processed for Management approval.

• Manager T&D is to process all the


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


SOP for Reviewing Training Effectiveness of District Office Personnel.

To facilitate Manager Training & Development (Sales) in evaluating training effectiveness of district



Passenger Sales Manager Asst. Passenger Sales Manager DGM Marketing Support Manager Training & Development.

Manager Training & Development will send a Performa to the District Manager to access the effectiveness of the training arranged by Manager T&D.

DM or his/her area head will complete the Performa and send the signed copy to manager T&D with 15 days of receipt of such Performa.

DM may also arrange interview with the staff under review with Manager T&D if he/she may desire.

DM is to release all staff for subsequent training(s) which are adjudged below par in poperformance review conducted by the Manager T&D.

DM is to assess the training requirements of the district office’s personnel through close monitoring of their performances by their respective heads.

DM is to coordinate with the Manager Training & Development (Sales) to arrange th accordingly.

the training request is for the Institution other than the PIA Training Center (PTC), the case is processed for Management approval.

Manager T&D is to process all the cases for Management approval in terms of trainings.

01 : 03 : 36

Rev # : 02

August 27, 2015

SOP for Reviewing Training Effectiveness of District Office Personnel.

& Development (Sales) in evaluating training effectiveness of district

evelopment will send a Performa to the District Manager to access the

igned copy to manager T&D

DM may also arrange interview with the staff under review with Manager T&D if he/she may desire.

DM is to release all staff for subsequent training(s) which are adjudged below par in post training

DM is to assess the training requirements of the district office’s personnel through close monitoring

ning & Development (Sales) to arrange the required

the training request is for the Institution other than the PIA Training Center (PTC), the case is

cases for Management approval in terms of trainings.

MARKETING



• Training & Development

VI. Related Records

• Training records at the district offices.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Reference Document


Training records at the district offices.

01 : 03 : 37

Rev # : 02

August 27, 2015

MARKETING


3.25 SOP FOR FORI (ری��) Fori )ری��( ticket is a new form of ticketing payment that would be done through the extensive network of Easypaisa outlets and Telenor Franchise throughout the country on 24/7 basis. In order to avail the Fori ری��(steps process. Note: All other policies and procedures will be same as for Eoffice/outlet etc.

STEP1: The customer will contact PIA Call Centre for desired booking.

STEP2: Call Centre will collect all relevant data cell number

STEP3: System will generate SMS conveying PNR to customer

STEP4: Payment will be made by showing PNR at any Easypaisa outlet or Telenor Franchise

STEP 5: Customer will receive payment acknowledgement in form of SMS from Tameer Bank.

STEP6: Customer will re

STEP7: Customer can take print of points (PIA WEB:Sales office/ & CNIC/Photo ID


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


) TICKET

ticket is a new form of ticketing payment that would be done through the extensive network of Easypaisa outlets and Telenor Franchise throughout the country on 24/7 basis.

��ری( ticket facility the customer has to follow the below mentioned seven

All other policies and procedures will be same as for E-ticket issued from any other

The customer will contact PIA Call Centre for desired booking.

: Call Centre will collect all relevant data insisting on customer cell number

: System will generate SMS conveying PNR to customer

: Payment will be made by showing PNR at any Easypaisa outlet or Telenor Franchise

Customer will receive payment acknowledgement in form of SMS from Tameer Bank.

Customer will receive VCR number through an SMS from PIA.

Customer can take print of ticket from any one of the following (PIA WEB: WWW.PIAC.COM.PK Home Printer/

PIA Service Counters at the Airports & CNIC/Photo ID)

01 : 03 : 38

Rev # : 02

August 27, 2015

ticket is a new form of ticketing payment that would be done through the extensive network of Easypaisa outlets and Telenor Franchise throughout the country on 24/7 basis.

lity the customer has to follow the below mentioned seven

ticket issued from any other

The customer will contact PIA Call Centre for desired booking.

insisting on customer

: System will generate SMS conveying PNR to customer

: Payment will be made by showing PNR at any Easypaisa outlet or

Customer will receive payment acknowledgement in form of SMS

ceive VCR number through an SMS from PIA.

from any one of the following Cyber Café, PIA by showing PNR

MARKETING


INTERNAL WORK FLOW FOR FORI

PIA Customer

Re

qu

est f

or R

ese

rv

atio

n

Makes Reservation &

Give Option for Payment

Shows SMS Received from PIA

Give Receipt/SMS of Payment

PIA Call Center


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


INTERNAL WORK FLOW FOR FORI ری��

PIA Fori Ticket

Server

Telenor Agent

Shows SMS Received from PIA

Give Receipt/SMS of Payment

Received

1.Confirm Fare

2.Request to Generate VCR

1.Give Fare Detail

2. Generate VCR

Sabre Reservation System

SMS service

1.Code+Fare+Sector

2. On VCR Generation PNR + FARE

01 : 03 : 39

Rev # : 02

August 27, 2015

��ری TICKET

Fori Ticket

Server

Telenor/Tameer

EasyPaisa Network

2.Request to Generate VCR

1.Give Fare Detail

2. Generate VCR

PIA WebService for

Fori Ticket

1.Request for Fare

2. Request to generate VCR

(transaction Detail)

.Code+Fare+Sector

. On VCR Generation PNR + FARE

MARKETING


SOP for PIA in-house operations for the Fori 1. CALL CENTRE

• Call Centre will collect all relevant data insisting the customer on providing cell number.• PIA system will generate PNR, which will be conveyed to customer on phone while holding

the call and later throu• All complaints/queries will come to Call Centre; those complaints that cannot be resolved by

the call center agent shall be directed to Duty Supervisor Call generated application to solve issue and release VCR.

• Transactions logs will be maintained by IT and will be available to Competent Authority where required.

2. FINANCE

• Tameer Bank will submit daily sales & collection report at below format by 1000

TRANSACTION ID

TRANSACTION DATE

11212121 21-05-2012

• In addition thereto, a confirmation e

permissible commission in PIAC account will also be sent to frequency.

• All Fori )ری��( ticket sales will be booked under head of account 21088Receivable.

• IT Department will ensure ASR closing of Fori ticket transaction till 23:50 pm daily through system.

• By the 5th of each month, Tameer Bank will submit a consolidticket wise breakup of fare & taxes and commission deducted thereon, whereby PIAC will recall the commission paid on refunded tickets.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


e operations for the Fori )ری��( ticket will be as follows:

Call Centre will collect all relevant data insisting the customer on providing cell number.PIA system will generate PNR, which will be conveyed to customer on phone while holding the call and later through SMS. All complaints/queries will come to Call Centre; those complaints that cannot be resolved by

agent shall be directed to Duty Supervisor Call center, who will use IT generated application to solve issue and release VCR.

logs will be maintained by IT and will be available to Competent Authority

Tameer Bank will submit daily sales & collection report at [email protected] format by 1000 hrs. daily:-

TRANSACTI

TRANSACTION TYPE

PNR

TICKET NO.

AMOUNT CREDITED TO PIAC

2012 SALES ABCDEF

214XXX

XXXX

In addition thereto, a confirmation e-mail regarding credit of amount after deduction of permissible commission in PIAC account will also be sent to [email protected]

ticket sales will be booked under head of account 21088

IT Department will ensure ASR closing of Fori ticket transaction till 23:50 pm daily through

of each month, Tameer Bank will submit a consolidated sales report alongticket wise breakup of fare & taxes and commission deducted thereon, whereby PIAC will recall the commission paid on refunded tickets.

01 : 03 : 40

Rev # : 02

August 27, 2015

ticket will be as follows:-

Call Centre will collect all relevant data insisting the customer on providing cell number. PIA system will generate PNR, which will be conveyed to customer on phone while holding

All complaints/queries will come to Call Centre; those complaints that cannot be resolved by , who will use IT

logs will be maintained by IT and will be available to Competent Authority

[email protected] on the

AMOUNT CREDITED TO

CURRENCY

XXXX PKR

mail regarding credit of amount after deduction of [email protected] on daily

ticket sales will be booked under head of account 21088- Easypaisa Pakistan

IT Department will ensure ASR closing of Fori ticket transaction till 23:50 pm daily through

ated sales report along with ticket wise breakup of fare & taxes and commission deducted thereon, whereby PIAC will

MARKETING


4. FARE FILLING Approved fares with applicable taxes inclusive passenger service fee (system/PCC (KQC) for smooth operation of ticketing service by designated RM fare filling team. Note: All other policies and procedures will be same as for Eoffice/outlet etc.


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Approved fares with applicable taxes inclusive passenger service fee (YR) shall be updated in the system/PCC (KQC) for smooth operation of ticketing service by designated RM fare filling team.

All other policies and procedures will be same as for E-ticket issued from any other

01 : 03 : 41

Rev # : 02

August 27, 2015

YR) shall be updated in the system/PCC (KQC) for smooth operation of ticketing service by designated RM fare filling team.

ticket issued from any other

MARKETING



CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


APPENDIX

01 : 03 : 1

Rev # : 02

August 27, 2015


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02

Controlled Copy - Do not duplicate without prior permission.

DEPARTMENT MANUAL

PASSENGER SALES

01 : 03 : 2

Rev # : 02

August 27, 2015 Doc #: MKT/MM/02

MARKETING



CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


01 : 03 : 3

Rev # : 02

August 27, 2015

MARKETING



CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


01 : 03 : 4

Rev # : 02

August 27, 2015

MARKETING



CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


01 : 03 : 5

Rev # : 02

August 27, 2015

MARKETING



CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


01 : 03 : 6

Rev # : 02

August 27, 2015

MKT/FORM/001

MARKETING


S.No Date Ticket No

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

Week 1:Average Time

Log of Ticket Delivery at Door Step for the Month _________,_____ Station:______________


CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


Pax Name Ticket Pick TimeTicket Delivery

Time

Total Time

Week 2: Week 3: Week 4:

TOM Signature with stamp:________________________________

T. Average/month =


01 : 03 : 7

Rev # : 02

August 27, 2015

MKT/LOG/001

Total Time

TakenAmount Signature

TOM Signature with stamp:________________________________

T. Average/month =


MARKETING



CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02


01 : 03 : 8

Rev # : 02

August 27, 2015

MARKETING




CHAPTER 1

PASSENGER SALES

Doc #: MKT/MM/02



01 : 03 : 9

Rev # : 02

August 27, 2015