Schedule Change
If the schedule change is 120 minutes or longer, what does the passenger qualify for?
A free change or a refund but we do not offer compensation
What do we do for an account under a soft lock?
Liquid rule for a carry on bag
3.4 ounces or smaller sized containers
MTC
Maintenance
When is the end date to the AVIH embargo?
Details of whether a schedule change has occurred and what has changed can be located in the ____ ____ of a PNR.
General Remarks
What do we do for an account under hard lock?
Direct customer to fill out identity verification form, receive a case number, and call SMAS for assistance
Name one common reason why a customer is not selected for pre check?
Incorrect KTN, SFPD does not match exactly the full name and DOB on the application they submitted, SFPD and KTN provided by a travel agency may not match the application they submitted, KTN may be missing, OR they simply were not selected
CXLD
Cancelled
Currently there is an embargo on AVIH, who is exempt from this?
Active US military or active US state department foreign officers and spouses meeting specific requirements
Travel is more than 72 hours away and you need a manual reissue, what is the best way to move forward?
Queue the PNR to KTN 525
What do we do for an account under suspension?
Direct customer to fill out identity verification form, receive a case number, and call SMAS for assistance
What is Global Entry, Nexus, and Sentri?
These programs offer expedited customs clearance upon arrival in the US and include TSA pre-check
EQPT
Equipment
What does the child receive while checking in under the UMNR program?
Travel documents; Security pass, Boarding pass, and ID bracelet for identification purposes
An involuntary downgrade can be the result of oversales, equipment change, broken seats, or IROPs. What should you refer to in KM?
Involuntary Class of Service Downgrade Compensation
What do we do for an account under audit?
Verify information with customer and call SMAS for assistance
How do you direct a passenger who was NOT SELECTED for pre check?
Advise the passenger that TSA has limited TSA pre-check; direct questions to TSA customer service OR you can advise them to submit an online form located on TSA's website (FAQ)
WX
Weather
Children under __ years old can NOT have connecting flights
8
DAILY DOUBLE: Once a customer has made their free change, how long do they have to change their mind?
18 hours
DAILY DOUBLE: What can you use in KM to help you navigate through a Skymiles account?
Skymiles test accounts
What does TSA pre check enrollment require?
Enrollment requires the completion of an online application, a background check, an in-person visit to an enrollment center, and a fee.
DVRT
Diverted
Name 3 SSR's that prevent passengers from checking in