Item Number

Interaction Channel Please select.... EmailWeb

Language Please select.... EnglishMalayFrenchMandarinSpanishJapaneseOthers-(Please inform TL)

Interaction Type (Unhappy Customer use Complaint) Please select.... RequestEnquiryComplaintComplimentAcknowledgementLMS System Action

Case Type Please select.... [AGENT] Email Sign OffMissing Miles - Incomplete InformationMissing Miles - MH FlightMissing Miles - OneWorld AirlineMissing Miles - Partner AirlineMissing Miles - Non Airline PartnerSpam EmailsGTS EmailCard ReplacementCard Not Received / LostReset PasswordReset Password 2 Times Issues Still PersistChange of Account DetailsChange of Account StatusAccount EnquiriesAccount MergingTier Appeal / InfoBooking / Reservation IssueRefund MilesRM50 VoucherGolden Lounge VoucherEnrich Online TransactionEnrich ServicesEnrich General InquiriesGOM ApplicationNew EnrolmentSpouse ApplicationNon Flight RedemptionOneWorld RelatedInherit MilesPromotion InquiriesRedemption Booking[AGENT] LMS Duplicated Email Request[AGENT] Email Content Is In Foreign Language[AGENT] Case Resolved (Used With Acknowledgement Only)[COMPLAINT] Cabin Crew[COMPLAINT] Mishandling of luggage[COMPLAINT] Inflight Experience[COMPLAINT] Airport Experience[COMPLAINT] Authority / Policy [COMPLAINT] Flight Delay[COMPLAINT] Enrich Promotions[PROMO] Stepping Stone

Member ID/Email Address

Action Details Please select.... [LMS] Email Replied[LMS] Deleted GTS/Spam[LMS] Email Forwarded[LMS] Email Merging[LMS] Closed Email (Other LMS Agent Actioned)[LMS] NFASystem Action[WEB RETRO] ValidationMissing Miles Validation[SUPERVISOR] MH & PA Force Credit Miles (except EK)[SUPERVISOR] Enrich OPS (Escalation)[SUPERVISOR] Failed Retro Tab Submission[SUPERVISOR] Account Merging[SUPERVISOR] Change Of Account Details[SUPERVISOR] Member Do Not Want Agent To Serve

Status Please select.... CompletedPendingResolvedResolved with New Inquiry

Next Action Required By Please select.... N/AMemberRetro TeamSupervisorAgentReservations[PLATINUM ONLY & RM50 VOUCHER] Enrich Profile[PLATINUM SPOUSE & CARD REPLACEMENT & PROFILE UDPATE] Enrich ContactCustomer ManagementTemptations

Date & Time Picked Up (Time in 24H format)

Date & Time Responded to Customer (Time in 24H format)

Date & Time Resolved (Time in 24H format)

Airlines (For Missing Miles Only) Please select.... Malaysia Airlines (MH)MAS Wings (MW)Air France (AF)American Airlines (AA)British Airways (BA)Cathay Pacific (CX)Cathay Dragon (KA)Emirates (EK)Etihad Airways (EY)Finnair (AY)Firefly (FY)Iberia Air (IB)Japan Airlines (JL)J-AirJapan Transocean AirJet Airways (9W)KLM Royal Dutch Airlines (KL)LATAM Airlines Brasil (JJ)LATAM Airlines Chile (LA)Qantas (QF)Qatar Airways (QR)Royal Jordanian (RJ)S7 Airlines (S7)SriLankan Airlines (UL)

Flight Date (For Missing Miles Only)

Flight Number

Retro Claim Eligibility (For Missing Miles Only) Please select.... YesNo

Retro Claim Ineligibility Reason (For Missing Miles Only) Please select.... Award Flight Incomplete/Inaccurate InformationForm Of PaymentTicket Coupon StatusFare BasisCodeShare Flight With Non PartnersName MismatchDouble DippingFlight Activity More Than 180 DaysFlight Activity More Than 60 Days From Enrolment Date

Retro Claim Status (For Retro Update Only) Please select.... In ProgressRejectedMiles Credited

Remarks