SLA

Service name	Service description	Service channel	working hours	Availability target	Service time	Contacts if failed to provide the service as per the SLA
Reservation and Ticketing services	All online and offline services relates to booking a flight seats and all services associated with that booking such as (changing, modifying, refund, cancelation, ticket problem handling, boarding services, upgrade, AL-FURSAN loyalty program, Ancillary Services)		24/7	99.5%	Immediate	Technical  support form   Call center
		(9200 22222)	16/7 (8:00 AM to 12:00 AM)		Up to 20 minutes
		Self-service devices	24/7
		Main Airport Ticketing office
		Central Ticketing offices	12/7
Check-in services	All services related to checking inn onboard and checking the baggage.	Airport counters	24/7	99.9%	Immediate	Technical  support form   Call center
		Self-service devices
In flight services	All services provided inside the airplane after closing the door		24/7	99.9%	Immediate	Report to Cabin manager
		Crew onboard
Baggage collection service	All services provided after landed to receive luggage such as (baggage collection, baggage claim, baggage loss or damage reporting, etc.)	Airports Arrival Terminals	24/7	99.9%	40 minutes	Saudia Baggage Office at airports arrival Terminals
Guest complaints services	All services related to guest complain which SAUDIA failed to provide as agreed; and failed to rectify the services provisioning.	Contact Form	15/6 SAT-THU (8:00 AM – 11:00 PM)	99.9%	15 working days	920003777
		(920003777)			Immediate
SAUDIA HOLIDAY	SAUDIA Holidays is a direct sales channel which providing an online and offline booking package services include an air ticket & Hotels & after sales services for inbound outbound, such as (changing, modifying, refund, cancelation the packages, airline tickets and hotels problem handling, managing  earn tier miles AL-FURSAN loyalty program through book a Packages Holidays Social media services, managing and supporting All inquiry, complaints received from guests and news communicated to guests		24/7	99.50%	Immediate	920030000
			24/7	99.50%
		Call center	16/7 (8:00 AM - 4:00 PM) (4:00 PM - 12:00 AM)	66.67%