“I’ll be happy to looking into available flights for you, Mr Martinez” is an excellent example of this Extraordinary Care element
What is Warm Welcome?
100
CM/Caller must be advised this if Holding a Reservation (Not Ticketing)
What is "Rates and Availability are Not Guaranteed until Ticketed and Ticket Time Limit Date/Time or Entire Itinerary will Auto-Cancel" ?
100
CM must hold these at time car is picked up.
What is Valid Driver's License and Credit Card in their name?
100
This must be advised when providing the correct total amount for reservation
What is Additional Daily Resort Fees may apply
200
Additional Card Members must have this in order to book travel through American Express Platinum Travel
What is an American Express Platinum Card in THEIR name?
200
“It was a pleasure speaking with you, Mr Martinez. This will be a terrific trip! Don’t hesitate to call us if you have any questions. Bon Voyage!” represents this Extraordinary Care principle?
What is Fond Farewell?
200
This must be verified/confirmed for all Passengers on all Reservations
What is TSA Information (Name, Date of Birth and Gender of all passengers as it appears on their Government issued ID used to Check-In) ?
200
Primary Driver must be this to rent a car without additional surcharges
What is minimum age 25?
200
This must be advised if a Hotel Reservation requires a deposit
What is Correct Deposit Amount, If the Deposit is Refundable or Non-Refundable, and Correct Cancellation Timeframe
300
Travel counselors do not have to ID Client if the Card Member does this
What is Properly answer the verification (PSK) questions in the IVR
300
“Let’s review these 2 flight options, Mr Martinez. Both meet your fare preferences but have different connecting cities” illustrates this Extraordinary Care component
What is Recommend?
300
This must be advised when providing the correct total amount for all tickets
What is that the total includes all taxes and fees?
300
CM/Caller must be advised this about the email received
What is To Review Itinerary?
300
This must be provided for every FHR Reservation
What is the Correct FHR Special Amenity?
400
Privileged Information i.e. PNR/Trip Details, MR/Account Balance, Frequent Flyer Numbers can only be released after this happens
What is only after an authorized inbound caller has been verified in AESP
400
“A terrific choice, Mr Martinez. The Mandarin Oriental is a wonderful property and the value of the amenities offered is excellent” exemplifies this Extraordinary Care element
What is Respond and Reassure?
400
This must be provided when booking a Code-Share flight
What is Correct airline name and flight number, operated by code-share airline name, and DBA?
400
CM/Caller must be advised this if confirming a Pre-Paid Rental
What is if the Reservation is Refundable / Non-Refundable AND Any Fees for Changes / Cancellations?
400
This must be advised for all Card Members whose delivery address is in California
What is that this transaction is covered by the California Travel Restitution Fund
500
PII (Personally Identifiable Information) i.e Card Member name, any part of the account number, email address, birthdates, phone number, etc can only be released after this happens
What is only after being released/said by the caller
500
“I see you prefer to take advantage of our American Express Fine Hotels and Resorts program. Would you like me to check availability at the Mandarin Oriental for you, Mr Martinez?” demonstrates this piece of Extraordinary Care
What is Probe and Profile?
500
This must be verified for all Passengers on all International Travel
What is Correct Passenger Citizenship?
500
CM must be advised the Total Amount for the reservation which includes this
What is Base Rate, Applicable Taxes, Fees and Add-Ons?
500
Lodging recap must include this
What is Hotel Name, City, Room Type and Bedding, Check-in/Check-out Days/Dates, Number of Nights/Guests, Maximum occupancy