What types of customer service interactions are covered in United Airlines SOPs?

The correct answer encompasses a broad range of customer service interactions that are essential for providing a comprehensive service experience. By covering ticketing, boarding, in-flight services, and complaints, United Airlines ensures that their employees are equipped to handle various aspects of customer engagement throughout the travel process. This holistic approach is critical because customer interactions occur at multiple touchpoints – from booking a ticket to boarding the plane, during the flight, and after the journey concludes.

Incorporating ticketing ensures that agents can assist with purchasing tickets and making changes to reservations. Boarding procedures are also an essential part of customer service, as they directly affect the customer’s experience before they even board the aircraft. In-flight services are crucial, as they contribute to the passenger’s comfort and satisfaction during the flight. Finally, addressing complaints is vital for maintaining high service standards and resolving issues proactively, which can enhance customer loyalty and brand reputation.

The other options do not encompass the full spectrum of interactions necessary for effective customer service. Limiting the scope to only ticketing and refund processing, or focusing solely on in-flight services or customer inquiries, overlooks the importance of a comprehensive service framework that United Airlines aims to provide.