Customer service new


 

Dear Valued customer,

We would like to share with You the update on Helpdesk services available for our customers in Baltics.

You are already used to support of our local Helpdesk specialists, who provide you support in working days from 9:00 to 18:00 by phone, skype and e-mail. We really do our best to support you in your everyday work.

Today, we have very good news for those of you, who work at evenings and sometimes during weekends.

Additionally to our local Helpdesk specialists’ service you will also receive support from Stefanini agents (Travelport central outsourced Helpdesk), who will answer your calls after working hours, from 18:00 till 20:00 (local time), and also during Saturdays from 11:00 till 19:30 (local time).

At those time slots you will be transferred to English speaking Stefanini agent, who will provide Helpdesk service to you. 

Also, you are always welcome to ask your question by submitting incident here .

We hope this additional support will make your working days more pleasant and successful.

With best regards,

Travelport Baltics

Q & A about Stefanini Support

 

What is Stefanini?

Stefanini is a company offering consistent, high quality IT Help Desk outsourcing services globally.

https://stefanini.com/en/it-outsourcing-services/help-desk-outsourcing/

 

Do I have to call another number for to reach Stefanini agent?

No, you use the same HelpDesk number you used before.

 

In what language I will receive support?

You will receive support by Stefanini agent in English.

 

What are the out of office hours when I can receive Stefanini support?

After Baltics Helpdesk working hours you will be able to receive Stefanini support from Monday to Friday, from 18:00-20:00 local time, and on Saturdays from 11:00- 19:30 local time.

 

What happens if I call to local Helpdesk numbers out of these times?

You will hear automatic out of hours message kindly advising you to do a websubmit on https://ask.travelport.com

 

What is websubmit?

You can always 24/7 ask your question to us by submitting your request on https://ask.travelport.com , during Baltic Helpdesk working hours your requested will be submitted to us, out of these hours it will be submitted to Stefanini team.

Can I send e mail to Stefanini?

Yes, you can also send your question to Stefanini agent by e-mail to the following address: galileo.helpdesk@travelportgdshelp.com 

 

Will the local Helpdesk support remain?

Yes, from Monday to Friday from 09:00- 18:00 you will be supported by local Helpdesk in every country as before. Exception can be when some of Helpdesk executives are on vacation, on a sick leave or busy with trainings. Then for to deliver efficient service you will be supported by Stefanini team also during our business hours and you will be informed about this in advance.

 

Can I contact Stefanini via skype?

No, Stefanini does not support agents via skype. Phone, e mail and websubmit are the options to contact them.

 

What information do I have to provide when calling Stefanini agent?

For to open your itinerary, Stefanini agent needs to know your PCC and PNR number.

 

Can Stefanini agent connect to my computer via Team Viewer?

Yes, if there will be necessary you will be asked to provide ID and password for to open TV session.