As part of a customer relationship development programme, India’s Jet Airways, has launched an Interactive Voice Response (IVR) based payment and ticketing service.This innovative service has been launched through Jet Airways 24x7 call centres wherein customers can now book and pay for their E-Tickets over an exclusively customized and secure IVR system. This latest service will allow customers to complete their reservation with their credit cards through a secure gateway and instantly receive their E-tickets via email, subject to certain terms and conditions.
Owing to its self driven features, the IVR system is capable of handling customers credit card details and processing independently. On confirmation by the customer, the call is transferred to the IVR system, following which the customer has to enter credit card details. Once the verification is complete, the customer will get an automated response and the e-ticket is issued accordingly.
Information exchanged through the IVR system is treated securely and protected by Verisign and Thawte, by using the internationally accepted and industry standard powerful encryption technology. To further enhance credit card data security, credit card details are masked in the PNR / reservation record and are not accessible to the call centre staff.
The IVR system is capable of handling multiple passengers and multiple sectors which can be booked in a single PNR. In the first phase, INR or US$ equivalent INR fares can be booked and ticketed through the IVR system and will be available for all E-ticket eligible sectors within India. This service will be extended for other fares and international sectors in a phased manner and will also allow ticket delivery on cash payment in the future.
Booking and payment through IVR can be made up to two hours prior to the departure time of a flight and ticketing can be done for bookings made at Jet Airways offices in India only. Bookings done by travel agents cannot be used for IVR ticketing.
Tickets purchased through the IVR system can be cancelled and refunded through the call centre. Customers will have to visit the nearest Jet Airways office for any changes that require part refund or additional collections.
As part of another e-ticketing initiative, Jet Airways has also introduced an innovative “Pay Online” service whereby the service allows the passengers to pay for and issue e-ticket against an already created booking. The “Pay Online” service is offered to passengers holding a valid booking created at Jet Airways offices across India only. Transactions can be done in INR equivalent of US$ and this service is also open to passengers wishing to pay online using their credit card. The eligibility criteria and exceptions are similar to those of IVR ticketing.