ATI Services Booklet 2021

Service Booklet

Services Booklet

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ATI At a Glance

How are we Different What Sets Us Above (Not Just Apart) From The Rest

ATI’s singular focus on providing outsourcing services and technology to the travel industry across the globe has been a remarkably successful one. Since commencing in 2002 with a single discipline of fare filing the business has grown today to supporting over 100+ independent work disciplines including ticketing, land and cruise travel distribution, fare auditing, finance and robotic process automation. We’ve grown to be the largest business process outsourcing firmoperating in this market and serve customers within the travel and aviation sector in over 20 countries around the world.

We have packed a lot into a relatively young life. We believe our success has only been achieved by always listening carefully to our customer’s needs and by building a collaborative working model. As a customer of ATI you will only ever be working with a team who understands the world in which you operate as we have thousands of years of travel experience. We have vast experience in transitioning many customers and their business needs seamlessly into our delivery centres.

>79%

>64%

Quality and Speed of Service We commit to service level standardswith penaltieswhere we do not meet these. ATI has loaded more than 10 million fares and incurred 155 ADM errors giving 99.99% accuracy. Cost to our customers $0.00 with our ADM guarantee.

Global Reach

Very Low Turnover of Staff (ANNUALISED TURNOVER) With only a 10% annualised turnover, our customers are assured of continuity of service and an in- depth understanding of thei r business by the team that works with them every day.

We Take Care of our Staff

We know and understand the Travel and Av iat ion sector - that’s all we serve. ATI’s team of thousands of travel professionals services it’s global customers remotely and from its 6 delivery centres to over 20 countries.

Over 64% of ATI people have stayed with us for more than 5 years. Over 79% of ATI people have stayed with us for more than 3 years.

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Our Services What attracts and retains our customer base is our proven quality and speed of service. We provide a wide range of business process outsourcing services (BPO services) for the aviation and tourism industry across the globe.

Call and Chat Support We deliver exceptional customer experiences by building and operating omnichannel support centres on behalf of our clients. Our customer service outsourcing provides your business with the talent, technology, training and facilities to deliver exceptional customer experiences through voice, chat and email.

Ticketing and Refund Processing We are here to support you with any ticketing issues, such as ticketing operations, refunds, and ticket tracking. Our service will increase efficiency with your ticketing processes and deliver significant operational expense savings for both you and your clients.

Fare & Rate Auditing Our Fare & Rate Auditing teams focus on quality control of fare and rate filling according to airlines, hotels, and other supplier’s rules and requirements. We also help you by providing airfare and hotel rate, tour sourcing, and availability checks.

Finance & Accounting Support Our Finance and Accounting Services are here to support the ever-expanding role of the finance teams of our clients. We offer a comprehensive portfolio of Services such as Record to Report, Procure to Pay, Order to Cash and Travel and Expense.

Fare Filing & Contract Loading Fare Filling and Contract Loading provide both air and land fare filling by teams with extensive experience and expertise across multiple GDS and proprietary systems. Our teams are supported by our proprietary technology and quality assurance systems.

Preflight / iRops Services Our team validates airline schedule changes on multiple GDS or ai r l ine reservat ion systems and ensures passengers receive their notification in a timely manner. We offer alternative flights for affected passengers and refunds to address passenger concerns according to specific criteria.

Technology Solutions We provide various streams of technology-enabled solutions to address and overcome different challenges faced by our clients from robotic process automation to fully tailored application development, with complete support from assessment and development stages to implementation and maintenance.

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SERVICES THAT WE OFFER

Internal Agent Support

Our internal agent support helps your teams to resolve their ad hoc challenges, questions and concerns so that they can deliver exceptional customer service. Internal customer service provides consistency for your team’s productivity and enables them to achieve their goals.

Customer Support

Our customer support service helps your clients to resolve their various challenges, questions and concerns. Our professional teamwork quickly to resolving your customers needs in a friendly and polite manner at all times.

Call & Chat Support

CLIENT’S TESTIMONIAL

We deliver exceptional customer experiences by building and operating omnichannel support centres on behalf of our clients. Our customer service outsourcing provides your business with the talent, technology, training and facilities to deliver exceptional customer experiences through voice, chat and email.

I’m very impressed with the progress that we have made so far. It truly deserves a celebration! Thank you for all your hard work and support. Thank you for putting up with me and the hundreds of questions that I sent you throughout the day.

Satisfactory Rate (CSAT) minutes Average Handling Time 97% 80% <8 First Contact Resolution Rate

24/7

Melyssa Gonzalez Support Area Leader Global Procurement Network | Flight Centre

Support Availability

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SERVICES THAT WE OFFER

Our ticketing operations support team processes unresolved PNR’s that cannot be processed through automated ticketing systems. Supporting our clients across the globe and around the clock, our team is able to accurately issue tickets and address any urgent requests.

Ticketing Operations

Ticket Refund Services enables travel agents to process their clients refund requests quickly and efficiently and in accordance with the increasingly complex airline specific conditions. It also provides the ability to refund eligible components of unused airline tickets before they expire. Our ticket tracking service enables you to track down any refundable components of unused tickets efficiently and in accordance with the airline specific conditions before they expire. By tracking unused coupons we provide a new revenue stream opportunity for our clients and a significant travel expense saving.

Ticketing Refund

Ticket Tracking Service

Ticketing & Refund Processing

We are here to support you with any ticketing issues, such as ticketing operations, refunds, and ticket tracking. Our service will increase efficiency with your ticketing processes and deliver significant operational expense savings for both you and your clients.

CLIENT’S TESTIMONIAL

I would like to say a huge thank you and congrats to the team for all the work in the Ticketing Queue. This task hit a peak of over 1300 bookings to be actioned due to all the COVID cancellations and a backlog we couldn’t clear.

99% 60

80

And this morning when I run the reports we are down to 131!

Amazing work team!

Up to 60 refunds per day (per team member)

Ticketing Accuracy

Dedicated training academy

Up to 80 tickets per day (per team member)

Maxine Hendriks Team Leader Infinity Holidays

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SERVICES THAT WE OFFER

We assist our customers to identify revenue and expense losses due to errors associated with the loading of their airfare rates. Our teams’ extensive experience combined with our proprietary workflow management tools, provides a cost-effective and accurate solution to complete audits on a timely basis through multiple GDS and proprietary systems. Our domain expertise helps you with analytical fares support through competitive pricing comparison across multiple sources. This benchmarking data allows our clients to then make effective pricing decisions in a competitive environment. Our teams work tirelessly to verify that our clients negotiated hotel rates are loaded and available for booking for each property across all GDS. We can also assist with communicating with the hotels to correct their loading when negotiated rates have not been filed.

Airfare Auditing

Airfare Price Comparison Hotel Negotiated Rate Audit

Fare & Rate Auditing

Our Fare & Rate Auditing teams focus on quality control of fare and rate filling according to airlines, hotels, and other supplier’s rules and requirements. We also help you by providing airfare and hotel rate, tour sourcing, and availability checks.

CLIENT’S TESTIMONIAL

Last week we had an urgent pricing report we needed done for expo over the weekend. This was really important for our team to make sure we had the best pricing going into the expo, and your airfare pricing team have been nothing less than fantastic.

Accuracy 99.9%

Ineke Unsworth Air Pricing – A.I.R Force Flight Centre Travel Group

Airfare rate discrepancies found in every audit

Audit across multiple GDS systems

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SERVICES THAT WE OFFER

We provide account payable service to help you receive, verify, audit, and process updated invoices effectively for your supplier’s payments on schedule.

Account Payable

Our team prepare receivable statements to ensure you obtain the invoice funds owed to the firm for the services that have been rendered. We provide detailed analysis, including the measurement of the average collection period for a firm’s receivable balances over a specified period. Our financial analysis team will work with you to answer your questions on all aspects of your company’s financial activities, giving you an accurate and comprehensive snapshot of your strategic and operational metrics to make decisions and take informed action.

Account Receivable

Financial Reporting & Analysis

We help you track and account hotel commissions owed to your business from any hotel around the world that you have done business with. We provide a cost effective and efficient service due to our scale and automated processes.

Hotel Commission Recovery

We help you match your balances on your current database to the corresponding amount on your bank statement for your accounting records. In turn we minimize and resolve any miscalculation and help identify forged transactions.

Bank/General Reconciliation

Finance & Accounting Support

Our Finance and Accounting Services are here to support the ever-expanding role of the finance teams of our clients. We offer a comprehensive portfolio of Services such as Record to Report, Procure to Pay, Order to Cash and Travel and Expense.

CLIENT’S TESTIMONIAL

What an amazing team! You have done a brilliant job of handling our credits. It is a massive job, and it feels like it is never ending. So, I just wanted to say to you all that I am forever grateful. I could not have asked for a better team to handle this huge job!

67%

99%

Increase in Productivity

Flexible coverage

Transaction Accuracy

Broad administration experience

Justine Daddy Customer Experience Leader Jetmax

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SERVICES THAT WE OFFER

ATPCO Fare filing

Our highly skilled team assists airline clients to file and redistribute published, negotiated and private fares in the Airline Tariff Publishing Company (ATPCO) system.

Our web-based multi-GDS fare loading tool enables ATI to provide accurate and rapid loading of private fares for its clients. Having the right airfare at the right time is essential for any travel agency business. Additionally, ATI provides a unique benefit with full insurance coverage on Agency Debit Memos.

Multi GDS Fare Filing

Hotel & Tour Loading

We help you track and account hotel commissions owed to your business from any hotel around the world that you have done business with. We provide a cost- effective and efficient service due to our scale and automated processes.

Our service will help you with any contract and content loading needs for cruise package inventory. With ATI proprietary technology and automation tools, we manage to increase efficiency and reduce high-rated risk of errors from the usual manual processes. We help to monitor and manage allotted rooms availability from suppliers based on the agreed contracts by analyzing hotel room inventory and rates on a regular basis. We make adjustments in anticipation of peaks in demand.

Cruise Loading

Inventory / Room Management

Fare Filing & Contract Loading

Fare Filling and Contract Loading provide both air and land fare filling by teams with extensive experience and expertise across multiple GDS and proprietary systems. Our teams are supported by our proprietary technology and quality assurance systems.

CLIENT’S TESTIMONIAL

ATI has successfully implemented and managed multiple fare filing processes and has addressed various challenges in fare filing due to the complexity of fares for AirCalin.

FULL COVERAGE

99%

Jean-Louis Le Demezet Head of Pricing and Interline AirCalin

Accuracy

Fare loading tools via API-XML schema

Distributed across multiple GDS

on Agency Debit Memos

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SERVICES THAT WE OFFER

Our highly experienced travel consultants provide support services to accommodate passengers impacted by airline schedule changes. The services can extend from informing the passenger, prioritizing and re- booking passengers on the next available flights as well as connecting directly with the airline to revalidate schedules.

Passenger Management

Offering

- Schedule Changes - Notification by Emails & Calls - Exchanges & Reissuances - Customer Complaints Resolution

Preflight / iRops Services

Our team validates airline schedule changes on multiple GDS or airline reservation systems and ensures passengers receive their notification in a timely manner. We offer alternative flights for affected passengers and refunds to address passenger concerns according to specific criteria.

Our service is designed to provide valuable support to travel agencies or airline customers by providing immediate assistance to pre-empt the domino effect of a flight change or disruption and deliver enhanced passenger satisfaction and experience by providing faster resolution to their booking and ticketing queries.

Process Management

Accuracy TAT for urgent departure 100% SAME DAY

Offering

- Service Recovery Validation - Revalidations - Refunds

24/7

Service Coverage

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SERVICES THAT WE OFFER

We design, configure, develop, and implement robotic solutions to automate processes across functions that involve highly repetitive manual tasks. Our RPA solutions are built specifically to your organisation and process needs for the travel industry. We provide Queue Processing Solutions for Airlines, Travel Agents, Hotels, and Service Providers to send and receive messages on Passenger Name Records (PNR’s) and quickly address and resolve all queries efficiently and accurately. This is delivered through our team of travel professionals and our in-house developed automation tools. We offer fully customised development of software applications according to our client’s unique and specific business requirements. With our deep domain expertise in the travel industry, we can deliver your software needs quickly and efficiently with best-in-class support and maintenance.

Robotic Process Automation

Queues Processing

Bespoke Application Development

Technology Solutions

We provide various streams of technology-enabled solutions to address and overcome different challenges faced by our clients from robotic process automation to fully tailored application development, with complete support from assessment and development stages to implementation and maintenance.

EXAMPLES OF SOLUTIONS

• Airline Fare Management Platform • Travel Insurance Sales Platform • E-Ticket Manager

• Online Payment Portal • Loyalty Reward System for Agents • Robotic Quality Control on Reissued Tickets

1800% Up to

Up to

cost reduction in business processes 55%

productivity increase

Deep knowledge and expertise in the travel industry

Customised features to our clients specific requirements

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WORKING WITH THE BEST IN THE INDUSTRY

CONTACT US!

sales@atibusinessgroup.com reach us at

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ATI Business Group Jl. Batutulis Raya 14 Jakarta, 10120, Indonesia

atibusinessgroup.com

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ATI Business Group

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