# data[].attributes.headline
Option to freeze a guests chat, so if they are in a conversation with rep or agent, someone else cant chat and AIR messages cant drop in. Longer than the 15 minute current locked message

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Option to freeze a guests chat, so if they are in a conversation with rep or agent, someone else cant chat and AIR messages cant drop in. Longer than the 15 minute current locked message

# data[].attributes.headline
customers can complain any topic in any channel 

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customers can complain any topic in any channel 

# data[].attributes.headline
customer type based service, being able to tailor our service to our different customer types

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customer type based service, being able to tailor our service to our different customer types

# data[].attributes.headline
More options for guests to self serve to make a simple and quicker process. Hotel change, transfer change etc.

# data[].attributes.subject
More options for guests to self serve to make a simple and quicker process. Hotel change, transfer change etc.

# data[].attributes.body
Processes and services for all source markets to be the same, this ensures a better overall handling from service teams

# data[].attributes.headline
offering unbundled products (without having to wait for Trips)

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offering unbundled products (without having to wait for Trips)

# data[].attributes.headline
Ability to change (& self-service) your holiday during stay - eg move hotel, change your flight - extend your stay, etc

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Ability to change (& self-service) your holiday during stay - eg move hotel, change your flight - extend your stay, etc

# data[].attributes.body
customer being able to self serve booking changes

# data[].attributes.headline
Information to be available for all pax, staff & reps

# data[].attributes.subject
Information to be available for all pax, staff & reps

# data[].attributes.body
Customer's segmentation should be implemented and integrated into our systems as we only speak about it in theory

# data[].attributes.headline
comms journey; how do we make sure we know we have reached our guests

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comms journey; how do we make sure we know we have reached our guests

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Reps training should be not that soft skills oriented, but should be developing more hard skills

# data[].attributes.body
to be able to manage bookings from the app including seating and check in

# data[].attributes.body
improve first time contact resolution - right answer first time and in less than 5 mins

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better availability for emergencies (non medical etc)

# data[].attributes.subject
better availability for emergencies (non medical etc)

# data[].attributes.headline
Guest chooses the service and channel they want

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Guest chooses the service and channel they want

# data[].attributes.headline
Online Check In - Simple and clear process on what can and can´t be done by the guest

# data[].attributes.subject
Online Check In - Simple and clear process on what can and can´t be done by the guest