Process 101
Commands 101
All About NLV
Lodging
RANDOM
100

CA: There are exceptions for Air Canada, WestJet, Porter, American, United, and Delta Airlines. _________________________________ If canceled within this time frame, the traveler gets a full refund.

These airlines allow for cancellation within 24 hours from the ticket time stamp in the GDS (not the BSP cut off time).

100

What is the initial command for pricing?

FXQ

100

What will you do if you encounter a customer who would like to change COWF with LCC?

Advise the customer to refer to the Airlines first before we process the change.

100

What are the 4 things you need to check under the Itinerary status before proceeding to cancellation/change?

  • Inside or outside penalty
  • Refundable or non-refundable
  • Itinerary status (Pretrvl, Intrvl, Posttrvl)
  • Pay Later or Pay Now
100

A ticket-like form or stub, usually containing a seat assignment, issued to a boarding passenger. Serves as an additional check in the boarding process. In the U.S., it is also required to pass through security and proceed to an airline's gate area.

Boarding Pass.

200

Refund Timing: Expedia is the Merchant of Record (Expedia charged the customer) 

7 – 10 business days

200

It is the commend to use if double check if the PNR is already on queue, 

RTQ


200

What does FTC stands for?

Future Travel Credits

200

Reduce nights — ____________, if the traveler paid a deposit, ask the property for the refund amount and timeline for when the property agrees to waive.

Inside Penalty

200

For Pay Later bookings, who will process the refund?

Property

300

What is the policy for Refund/Exchange (American Airlines) Basic Economy

  • Not permitted (except Basic Economy buy-out, courtesy cancel and Extenuating Circumstances Refund [ECR] process).
300

Command to access the divided PNR

RTAXR

300

Where do we process standalone flights for Hotwire customers?

We don't process booking and re-booking for Hotwire customers.

300

What do you call if the stay begins in the next 48 hours

Imminent Travel

300

Pay Now hotel bookings: When can the customers expect their reward points?

  • 3 days after travel is complete
400
  • You must process each segment separately.
  • If the _______ includes an LCC, tell the customer to contact the LCC for any other change first before we cancel or change anything on the full-service airline.

COWF (Combined One Way Fares)



400

Command to check the bottom of the page

MB

400

What is MCO?

Miscellaneous Charge Order

400

What do we do when customers are asking for Post-stay refund requests?

Transfer the call to the Reservation Services team.

400

Refund timeline for Hotel Collect (Pay Later):

  •  4 weeks
500

What is the Fare Basis Code for Air Canada

  • Fare basis code = LGT
500

Command to display the fare basis from the ticket image

FQD(City Pair)/D(Departure Date without year)/A(Airline Code)/R,UP,DDMMMYY)/C(COS)

500
  • When booking a flight, customers can add on extra items for a cost, such as extra leg room or baggage. We call these ________ fares.

Branded fares.

500

What will you do if traveler claims the property will waive the fee?

Before calling the property

  • Ask for all relevant information (such as name and job title of the person they spoke to).
  • If the traveler has any written proof of the approval
    • Tell the traveler you'll send an email to them that they should respond to with the proof attached. Make sure you allow email replies when you send the email.
  • Explain to the traveler we can only follow up on this when we have the name and title of someone from the property. Without these details we cannot call the property.
500

Which tool do you use in booking a customer for a hotel in Cuba?

None, because you are not allowed to do so.

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