Policy & Profiles
Travel policy rules and traveller preference profiles
| ID | Label | Description | Condition | Status |
|---|---|---|---|---|
| R01 | Match traveller's preferred airline | When a traveller has a stated airline preference on file, prioritise that carrier on all suitable routes before presenting alternatives. | traveller.airlinePreference is set AND route is available on preferred carrier | Active |
| R02 | Rebook disrupted passengers within 4 hours | Disrupted passengers must be rebooked within 4 hours of the disruption being confirmed. Escalate to senior agent if no suitable alternative is found within 2 hours. | disruption.status = confirmed AND elapsed time since confirmation < 4 hours | Active |
| R03 | Auto-approve fare uplifts of £150 or less; flag larger ones | Auto-approve rebookings where the fare difference is £150 or less. Flag for agent review if the fare uplift exceeds £150. | rebook.fareDifferenceGbp <= 150 | Active |
| R04 | Auto-post ticketed bookings overnight; hold confirmed-only for agent approval | Bookings in 'ticketed' status created before 18:00 on the previous business day may be auto-posted to the mid-office ledger. Bookings still on 'confirmed' status require agent sign-off before posting. | booking.status = ticketed AND booking.createdAt < previousBusinessDay 18:00 | Active |
| R05 | Show all cabin classes (economy → business) for new trip requests | When generating a quote for a new trip request (no existing PNR), always present options across the full cabin range — economy, premium economy, business — unless the client has explicitly stated a cabin preference or budget cap. | lead.pnr is null AND lead.cabinPreference is not set | Active |
| R06 | Address clients by first name | Address clients by first name in all correspondence unless the client's profile notes a preference for formal address (title + surname). Never use generic salutations such as 'Dear Customer'. | profile.notes does not contain 'formal address' | Active |
| R07 | Include total fare in GBP in all flight-reference emails | Every outbound email that references a flight option must include the total fare in GBP, including taxes and fees. Do not send fare-less quotes or ask the client to 'call for pricing'. | email.referencesFlightOption = true | Active |