New! Introducing Service Desk

We are pleased to introduce the Service Desk, our newest channel designed to provide a more efficient, secure, and streamlined way of submitting inquiries, requests, and concerns related to your bookings and administrative matters.

The Service Desk aims to improve response times while ensuring data privacy and the proper handling of sensitive information.

Please note that the Service Desk is currently in its soft launch phase, with full implementation scheduled in April. Once fully implemented, requests submitted through the Service Desk will be prioritized over those sent directly to our support email addresses.

We highly encourage all users to begin utilizing the Service Desk to experience faster and more organized support.

Important Reminders

Please be reminded that copying passengers and uplines/sponsors in communications is strictly prohibited, in accordance with our data privacy and security policies.

To help us assist you more efficiently, kindly avoid repetitive follow-ups or duplicate submissions, as these may cause delays in processing.

All requests are handled on a first-in, first-out (FIFO) basis.

How to Access the Service Desk

To access the Service Desk:

1. Log in to the WCA Main Portal.

2. Locate Service Desk on the menu on the left-hand side.

Providing the Booking Reference

It is important to complete the Order or Booking Reference Number field when submitting your request. Providing this information allows our support team to locate your booking quickly and assist you more efficiently.

Please enter the Booking Reference or Order Number only. No other words are needed, as the field allows a maximum of nine (9) characters.

Including the required details in the form helps minimize the back-and-forth communication that often occurs when essential information is missing.

Sample LGCY booking with 6-character reference called PNR.

Sample LCC booking with 9-character reference called PNR.

Selecting the Classification of Your Request

The Service Desk allows you to classify your concern based on the type of your concern:

Please make sure to select the correct classification, as this will determine which team your inquiry will be routed to.

Selecting the Request Type

Once a classification type is selected, a list of Request Types will become available in the drop-down menu for you to choose from.

For example, for PH-LGCY and CA-LGCY classification, you may select request types such as:

• Manual Issuance

• Voiding

• Refund

• and other related ticketing requests.

For LCC, you may submit inquiries related to ancillary services (such as baggage or seat selection) and flight changes initiated by the airline, among other concerns.

Message Box

The Service Desk also includes a Message box where you can provide additional details about your concern or request.

Please ensure that you include as much relevant information as possible to help our support team understand your request clearly and assist you more efficiently.

Attachments

The Service Desk also allows you to attach supporting documents such as passport copies, reduced travel certificates, and valid IDs, depending on the type of your request.

If you need to submit multiple documents (e.g., SRC/DIS endorsements with several passengers and corresponding IDs), you may initially attach up to the allowed number of files in the form.

Once your request is submitted, you will receive an auto-generated email. You may reply to this email to attach the remaining documents.

This ensures that all required documents are properly submitted and linked to your request for faster processing.

System-Generated Email Notifications

Below are sample system-generated emails that are sent after a Service Desk request has been successfully submitted.

A Service Desk request generates a reference number.

A PH-LGCY booking requiring rebooking assistance will be routed to the WCA Connect Team.

A group booking request on Philippine Airlines will be routed to the WCA Connect Team.

An LCC-related request will be routed to the WCA Admin Team.

These notifications will be sent to your registered and verified email address, so please ensure that your email details are accurate and up to date in the system. This is important to make sure you receive timely updates, responses, and any requests for additional information related to your submission.

Keeping your email updated will help avoid delays in communication and ensure a smoother handling of your request.