How to determine the priority of your case

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.)

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  How to determine the priority of your case