CRM & Trade Support Genpact is committed to supporting the transportation vertical with a significant commitment to customer relationship management (CRM) and trade support. Whether an airline needs assistance with its lost baggage services or a transportation company needs help with customer complaints, Genpact’s CRM and trade support includes: Reservation Services Providing reservation support for air, car, cruise and hotel bookings; confirming meals, seats, and special requests with up-selling and cross-selling. Inquiry Services Managing customer inquiries related to schedules, availability, fares, visa requirements, baggage allowances, holiday packages, dangerous goods, etc. Lost Baggage Handling Answering traveler queries concerning lost baggage and advising on delivery status and claims. Complaint Handling Managing responses to customer complaints in case of service delivery failure; e.g., lost baggage, flight delays, staff attitude, etc. Web Support Services Providing web navigation support to travelers in creating new bookings, making changes, online offers, web check-ins, error messages and codes, login errors, etc. Schedule Change Advisory Services Managing outbound calls to travelers and travel agencies in case of a flight cancellation, date change, change of airport, change of time, aircraft configuration change and creation of alternate bookings. Loyalty Program Management Providing loyalty program management services such as securing new members, updating member profiles, upgrading and downgrading membership status, calculation of points, point redemptions and fulfillment services.