How to determine the priority of your case

Owned by Former user (Deleted)
Last updated: Jun 20, 2017 by Nicolas Maillet (Unlicensed)
1 min read

This article will help you, when you are unable to determine the priority of your cases.

Levels of Priority: 

Urgent:

A case should be marked Urgent only under the following circumstances:

  • System Outage (Unable to log in, unable to send/receive GDS messages, unable to connect to Secure Flight)
  • Revenue Impacting items (where it will interrupt a significant portion of your revenue on a consistent basis)
  • Impacting Flights (Unable to board Passengers, unable to check in passengers, anything that would cause your flight to be delayed)

High

A case should be marked High if it meets any of these criteria:

  • Issues non-revenue blocking, but affect a highly utilized function
  • Issues that are of a time-sensitive nature (fixing a res where the passenger departs within a 2-3 day period)
  • Setup changes of a time-sensitive nature (time-sensitive itinerary changes, bag tag changes, business rules, etc.)

Medium

A case should be marked Medium if it meets any of these criteria:

  • Functionality impact, with a work around available
  • Setup changes which are not time-sensitive (itinerary changes, bag tag changes)

Low

A case should be marked Low if it meets any of these criteria:

  • Information Request (How do I?)
  • Service Changes
  • Non-Revenue Impacting (Need a single reservation fixed.)