Packages
Cars
Hotel
Air
Booking Miscellaneous
100
9
How many travelers can we book in a package?
100
25
What is the minimum age a cardmember must be to not get charged the extra fee for being so young?
100
6
What are the maximum number of guests we can book per room?
100
-Ticketing ($6.99 or $10.99 fees) and agent assisted fees will be charged separately by amextravel.com -Valid government issued photo ID matching the passenger names in the reservation. -Unable to change names after tickets have been issued. -Whether ticket is non-refundable, refundable with penalty, or fully refundable -If the ticket is changeable, Airline change fees and American Express change fees will apply. -Baggage fees are not included. - Double Membership Rewards points for MR eligible bookings. -For Platinum cardmembers, advise 20% Bonus points when paying with points and airport lounge access.
What must you advise the customer everytime you book a flight?
100
-They have questions about how to earn or redeem Membership Rewards points during the booking Process -They are looking for recommendations -They need assistance with navigation -They prefer to speak to a Travel Care Professional -They experienced issues on the booking website -They are not at a computer and need assistance booking
Why do customers call for booking assistance?
200
Cardmembers statement will show One charge from AMEX?
What will the cardmembers billing statement show when booking a merchant air + merchant hotel package?
200
-Automatic Transmission -Navigation System -Air conditioning
What should we always suggest a cardmember request when travelling internationally?
200
-Price -Star Rating -Amenities -Hotel Brand or Name
What are some filters we can narrow a hotel search by?
200
-When the customer encounters website errors which cause them to call us back -When the customer is frustrated or confused by the website and needs clarification or assistance booking
What are situations that make it acceptable to waive the $25 telesales fee?
200
Warm transfer the call to the department handling Fine Hotels & Resorts reservations
What do you do if a cardmember calls to book a fine hotel and resort?
300
Card statement will show a charge from Amex for hotel and fees and a charge from the airline for a flight.
What will the cardmembers statement show when booking a published air + merchant hotel package?
300
Additional Costs tab
What tab should we select to find information regarding a rental cars mileage?
300
-Booking is paid up front -Pay for some or all of booking with Pay with Points -Earn Double Membership Reward points
What are the benefits of booking a prepaid hotel on Amextravel.com?
300
-Do you have an airline preference? -Is there a particular time of day you would like to travel? -Do you have a particular airport that you prefer to use in NYC?
What are some questions you may ask to help narrow a flight search?
300
-$200 Airline Fee Credit (good for baggage fees, etc.) - Airport lounge access for applicable airlines -Double MR for booking on amextravel.com -20% bonus points on Pay with Points transactions
What are some benefits we should communicate about a flight with a Business Platinum Cardmember when they are booking a flight?
400
- Educate the customer on how he can add a car himself from My Trips or Confirmation E-mail -After booking the package, use the Complete Your Travel Plans section on the confirmation page to book a car for the customer - After booking the package, create a new car booking for the customer
What are the different ways a cardmember can add a car to a package booking?
400
Monthly, Weekly and Daily
What ways might a car company display their rates?
400
11:59pm Local time (time zone of hotel)
What is the latest we can book a merchant hotel for same day check in?
400
You may never waive these fees
When is it acceptable to waive the $6.99 and $10.99 ticketing fees?
400
Use the Price sliding bar
What filter could you use to help narrow a search when a cardmember is wanting to book a hotel in a certain price range?
500
-You can’t book no more than 6 guest per room -All Travelers must have the same itinerary -You can only book up to 4 hotel rooms -Credit from a cancelled American Express Travel air booking may NOT be applied to a new package -Flights must be booked round trip -Up to 9 travelers may be booked per package
What is true when booking a package?
500
Lowest to Highest Price
What is the default setting the website defaults to when searching for a car?
500
-Click on Reviews on the hotel search option -Click on the More link under Hotel Highlights -Select the More Details link and look at the information under User Reviews
What links will be helpful if the customer wants to know what others have said about their future hotel?
500
6
What is the maximum number of city pairs a cardmember can book in a multi-city flight reservation?
500
-Explain that very few airlines have bereavement fares and that the airlines which do offer those fares require the flights be booked directly with them and may have documentation requirements -Offer to see what the lowest fare we have available is -Check ASK! To see which airlines may have bereavement fares.
What would you do to help a cardmember who is traveling to attend a funeral?
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