Flight Exchange
What is a flight exchange?
Customer chooses to change original ticket. Voluntary and must be completed before the departure of the flight.
What is PNR?
Personal Name Record
What is a hotel?
A dwelling in which one stays while traveling.
What is the KEY in the first step of the call flow?
Be courteous & professional
A "split ticket" is also known as
(2 possible answers)
COWF and/or COWF + LCC
What is an Air Schedule Change?
Involuntary and can result from flight delays, departure time changes, cancellations, and misconnect.
What is the acronym for Pseudo City?
PCC
List the hotel types
Brand Rate/ESR, Unpublished, Hotel Collect,3PI, Split Rate, HomeAway
Which call flow step includes WINS?
Discovery
Expedia is the Merchant of Record for this Airfare Type?
Merchant
Is a flight exchange S-case an inquiry or submit?
Submit
What is the acronym for Adult?
ADT
Changes cannot be made to which itineraries?
Opaque, HomeAway, and 3PI
When do you implement the call flow?
The beginning of the call LOL
Opaque fares are also known as..
Bargain fares
If you receive an invoice or bill from the airline, what did you receive?
Debit memo
What is ETR?
Electronic Ticket Record
What is the correct agent response if before check in the customer wants to remove nights at the end of their stay? What Eureka article?
"Our system isn’t allowing me to make this change. Normally in this situation, I could cancel your reservation and make a new booking for the shorter stay....."
26438
List the five keys of each call flow process.
1. Courteous and Professional
2. Own Issue from start to finish
3. Exceed Expectation/Brand Loyalty
4. Do the right thing
5. Build lasting relationships
Branded fares with extra features are called
Family fare tickets
List the steps of Flight Exchange.
1. Verify/Voyager Flights
2.Select flight/person (Fare rules)
3. Search for new flight
4. Click even or price
5. Charge Customer
6. Create S-case
What is GDS?
Global Distribution System
What is the proper response to customers who think they are calling a hotel?
"You have reached the Customer Service for [brand name: Expedia.com, Hotels.com, and so on]. I would be happy to help you with whatever you need. Do you have an existing booking with the [hotel name]? If so, may I have the itinerary number please?"
What are the steps of call flow BACKWARDS from finish to start?
Close effectively, Address Concerns, Tailor Solution, Discovery, Greeting
These are also handled as merchant airfares and their transactions must be done in Voyager and you cannot process changes that are restricted by fare rules
FlexMor