C CONCOURSE PM TRIVIA NIGHT! (Jeopardy Style)

CABIN PETS/ Dangerous Goods

100

What is the QIK function to associate customer's service animal to their PNR?

Once the animal is validated as a service animal, make sure the passenger's PNR is updated with the SVAN SSR (never use PETC or AVIH to identify a service animal).

• QIK - CTRL + R, F7, Option 2

500

What type of Employee/Non Rev traveler is not permitted to travel with a Cabin Pet?

• Crew member flying jumpseat (FDJ/CJ)
• D3 guest travelers
• AAC team members
• OAL travelers (includes ONE & ZED)

1000

What type of Employee/Non Rev traveler is permitted to travel with a Cabin Pet?

Name all non rev traveler types. 

• D1
• D2
• D2R
• D2P
• All A Pass Employee Travelers
• AA20
• Employee reduced rate AAdvantage Award 

2500

You ask the customer if they have any spare batteries, lithium batteries, a charging battery, e-cigarette batteries or a battery charger containing batteries? If any of the above is yes. What do you do if the customer has a battery?

A2. You ask the customer to take the battery(s) out of the checked bag and put the battery(s) in their carry-on bag.
A3. If they remove the battery(s) and put them in the carry-on, they will need to wrap it in something so that nothing can touch the battery terminals/contacts that may cause a short circuit potentially causing thermal runaway.

5000

What is the step by step process for reporting dangerous goods in QIK? 

Step 1: Access the passenger’s PNR Enter ‘Shift + R’ to retrieve passenger’s PNR

Step 2: Locate passenger’s address in PNR, if not present (address is needed for CERS Report) Option 1 – If Ticketed by AA, select ‘Shift + N’, *PAD

Step 3: cont. If passenger’s address is not in PNR, and is not present, we may locate using the Frequent Flyer Number Option 2 – By Frequent Flyer Number, Select ‘Shift + D’, Option 9 ‘Frequent Flyer Info’

Step 4: cont. Utilize the passenger’s Frequent Flyer Number to find the address in their AAdvantage account Option 2 – By Frequent Flyer Number, select ‘CTRL + F’, Option F3 ‘View/ Search FF Number’, enter Advantage Number  

Step 5: Extend the PNR for 7 Days using approved flight number/ routing Enter ‘CTRL + I’, Select F1 ‘Sell Segment’, then ‘Direct Segment Sell (Y)’

Step 6: cont. Direct Sell using flight 9555 from DFW to AVS. Sell the number of seats included in PNR (Party of 2; sell 2, etc.) Be sure to use Action Code (MM)

Step 7: Add a remark to the PNR, ‘CTRL + R’, Option F6 ‘Add/ Chg Delete Remarks’ 

Step 8: Once the pseudo segment has been added along with remarks, cancel the pseudo flight segment out of the PNR. Select ‘CTRL + I’, Option F3 ‘Cancel Segment or Itinerary’

JETBRIDGE

100

What does the acronym STOP stand for?

S - Stop

T - Think

O - Observe 

P - Proceed

500

In the event of a Jetbride Damage! What will take place the day of the damage?

Per AA policy it is required a same day Drug & Alcohol screening.

1000

What are the steps in jet bridge positioning & meeting an aircraft? In order! (Hint there are 14 steps!)

What are you to do when you are not boarding/deplaning? 

1. Be sure to close jet bridge lounge doors any time you are not boarding/deplaning customers.

1. Prepare for aircraft arrival and pre-position the jet bridge prior to aircraft arriving at lead-in line.
2. Ensure the fall protection barrier is in place or the all-weather doors are closed.
3. Sound the warning bell prior to moving the jet bridge.
4. Stop three to five feet short of the aircraft and make final adjustments. Ensure that the auto leveler arm is retracted. 
5. Prior to mating the bridge to the aircraft, visually survey the contact area of the aircraft for possible damage - If any irregularities are observed, contact the Tower/Control Center/CSM/CSC prior to meeting the aircraft.
6. Caution - do not compress bumper against the aircraft. There should be a one inch gap between the bumper and the fuselage.
7. Our aircraft have been painted with a yellow dot just forward and below the customer entry door. When meeting the aircraft, this yellow dot should be aligned with the stripe on the left side of the jet bridge bumper. 
8. Lower the canopy until initial contact is made with aircraft. Do not attempt to compress canopy against aircraft. Activate the auto-leveler.
9. Ensure that the auto-leveler wheel is in contact with the aircraft and that the auto level on light is illuminated on the jet bridge console. 
10. Use the key / locking mechanism to lock the jet bridge panel to an "off" setting
11. Knock twice and wait for the thumbs up signal from the crew.
12. Upon opening the aircraft door, ensure there is proper clearance for jet bridge floor and wall. Only open the doors from the outside, waiting for the thumbs up from the flight attendant
13. Place PCA probe onboard the aircraft where applicable, be sure the cord is out of the way of deplaning customers.
14. The agent will go to the top of the jet bridge entry area to offer directional assistance to deplaning customers. 

2500

What are the steps in aircraft door closing, retracting & removing the jetbridge from the aircraft? (Hint 17 steps)

1. Close boarding door to the jet bridge.
2. After the captain and flight attendant have agreed that the aircraft door can be closed, remove Pre-Conditioned Air (PCA) probe.
3. Aircraft door must be clear of the jet bridge floor and wall.
4. Ensure aircraft is not being fueled prior to closing the aircraft door.
5. Aircraft door closure is initiated once given the OK from FA1.
6. Prior to jet bridge movement, perform a visual check of the area around the jet bridge including:
7. Walking down the jet bridge stairs, as far down as needed to have an unobstructed view of the movement area, for any ground equipment or obstacles. NOTE: A safety vest is required if setting foot on the ramp.
8. If applicable, request from the appropriate personnel that equipment or obstacles be moved outside of the jet bridge operation area.
9. Ensuring the Ground Power Unit (GPU) cable and/or the PCA hose are disconnected and retracted. NOTE: If the GPU cable and/or the PCA hose are still attached to the aircraft, *DO NOT* pull the jet bridge until they are removed and safely stored. 
10. Once back in the jet bridge cabin: Ensure the fall protection barrier is in place or the all-weather doors are closed.
11. Deactivate the auto-leveler.
12. Retract the canopy. The canopy must be fully retracted before moving the jet bridge. NOTE: The canopy must not be retracted and the all-weather doors must remain open until the aircraft door has been closed.
13. Visually check the rear-view mirrors for any obstacles on the ramp.
14. Sound the warning bell 3 times prior to moving the jet bridge.
15. Retract jet bridge from the aircraft to the appropriate and designated wheel box. NOTE: If after retraction of the jet bridge, it becomes necessary to reposition the aircraft, do not reposition until the appropriate personnel have been notified and you have received confirmation to continue. 
16. Once aircraft door is closed and jet bridge is pulled away from the aircraft, the agent can leave the jet bridge but will remain at the gate podium until the aircraft has departed.
17. After push back, the agent will adjust the jet bridge height for the next aircraft arrival. 

5000

What is required when positioning & removing the jetbridge for 777? & what are the essential functions?

A second agent (spotter) is required while attaching or detaching the jet bridge to the L2 (or L1) door on 787 and 772 aircraft.

 The second agent (spotter) will either:

• Stand at the head of the jet bridge and look through the small windows in the cab to watch and warn for proximity to the engine. 
• Stand on the ramp underneath the aircraft after the engines have spooled down and provide a visual for the jet bridge driver. They should alert the driver if they come in proximity to the engine by using the crossed arms signal. A safety vest is required when outside and physically on the ramp.

TRAVEL

100

When do we start to gate check bags on a aircraft type 319/320 in the boarding process? 

To prevent us from running out of overhead bin space how many bags should be checked?

If we have a 319/320 with 90% load factor or more we need to check all bags in group 8 & 9 proactively. 

The goal is 20+ bags. 

500

When is a customer between the ages of 15 -17 traveling need to have a UMNR service?

What if the customer is traveling with a younger sibling? 

When a customer is between the ages of 15-17 and traveling alone, the UMNR service is optional. However, if the customer is 15 and traveling together with a younger child between 5-14, the service is required for both children until they are 16 years old. Only one service charge would apply.

1000

What are the proper procedures to change or swap a customer seat with another customer.

Remember it is required to ask permission of a customer if we can change or swap their assigned seat with another customer. This applies to all customer types with assigned seats including positive space company travel and non-revs.

2500

Are you able to sell AA Advantage credit cards at the gate? 

If so, what is the compensation tiers? 

Yes.

Upon approved application. Per application.

1-19 = $50

20-39 = $70

40-59 = $80

60-99 = $90

100+ = $100

5000

If you have a MOGT Flight for a 321k. The IB arrived at 20:18, your turn time is 55min. Cleaners did not finish until D-38. You still must complete boarding at D-10. What time does boarding start? What time do you complete boarding? & what is departure time?

Cleaners finished at 20:35

Boarding starts at 20:35

Boarding should complete at 21:03

Departure time is 21:13

SSR/WCHR

100

What percentage is expectable for an SSR PAX with a breathing/oxygen machine to board the aircraft. 

100%

500

The automatic WHCR tags were launched at all stations July of this year. What are the approved WHCR devises to receive this tag? & what do type of tag do the regular devices receive?

As a reminder, on July 16th the new automated wheelchair tag went live for all stations. These tags must only be placed on wheelchairs, scooters and approved Segways. All other assistive devices would receive a regular bag tag if checked in the lobby and if taken at the gate, would receive the OK16 Gate Delivery tag.

1000

What is the function in QIK to access the Special Services list? 

The Special Services List (QIK: CTRL+L, F2, SS) and comments list must be displayed by Customer Service Agents to identify customers who have pre-arranged support assistance for both inbound flights prior to arrival, and outbound flights prior to check-in.

2500

What are the 4 SSR Codes for WHCRs & scooter. & describe the battery type!

WCBD: Customer traveling with a dry cell battery wheelchair/scooter/Segway

WCBW: Customer traveling with a wet cell battery wheelchair/scooter

WCLB: Customer traveling with a lithium battery wheelchair/scooter

WCMP: Customer traveling with a manual powered wheelchair

 

5000

What are the 4 SSR Edit Codes for IATA personal WHCRs services?

WCHC = Wheelchair needed for distance/aisle chair needed for stairs and to/from seatCan not walk and need wheelchair assistance

WCHR = Wheelchair for distance/able to walk up stairs and to/from seatNeed a wheelchair to/from gate

WCHS = Wheelchair for distance/able to walk to seat but needs aisle chair for stairsCan walk, need help only if there are stairs

WCOB = Customer requests the use of the on-board/in-flight wheelchairCustomer requests the use of the on-board/in-flight wheelchair

OVERSOLD!

100

Customers are solicited to pre-volunteer using a mobile app, aa.com, the SSM kiosk and though the QIK Check-In path. How do you look up in QIK the VOL list?

Customers who choose (bid) an amount will be placed on the volunteer list,  CTRL O, F10.

500

American Airlines will not pay downgrade compensation for the following customers/situations:

• Confirmed Positive Space Customers
• Pass Riders
• UPGC or UPGM Complimentary Upgrades from the Priority List.
• Any customers who are Cabin Rolled to a higher cabin.
• Customers accommodated in a lower cabin because of flight cancellations or OSO Protect on alternate flights.
  • These customers do receive a refund of the difference in fare or upgrade fee. 
• Premium cabin customers who volunteer to take an alternate flight in an oversold situation should be handled as volunteers. Denied Boarding Compensation policies and procedures apply. A customer is never a downgrade AND an oversale, therefore should never receive both a DG and DV Trip Credit for the same flight.

Downgraded customers accommodated on the same flight are not (oversold) and therefore are not covered by D.O.T regulations for oversales.  

 

1000

American Airlines will pay Downgrade Compensation for the following situations: (Hint its 4 reasons)

• Overbooked Premium Cabins.
  • Higher cabin unavailable to "Cabin Roll" forward.
• Equipment substitutions
  • Reduce the number of Premium Cabin seats available, causing an overbooked situation
• Operational events: Require premium seats to be restricted from revenue use, causing an overbooked situation. Examples - Broken seat or requirement to accommodate a Federal Air Marshal (FAM)
• Weight & Balance
  • Needing to move premium cabin customers into economy class.

2500

If you have enough VOL... What do you do next?

• Add customers to the Priority List as DG.
• If customer is needed to DG then:
  • Reassign customer to lower cabin seat.
  • Issue DG Trip Credit.
  • Document PNR that customers were voluntary DG.

5000

To List voluntary and involuntary downgrade customers on the Priority List as DG you enter what functions in QIK?

1. QIK: CTRL+ O, F3, Option 1, place DG in "New Status" box or using CTRL+O, F10, place D in "List Type" box

2. If applicable, issue Trip Credit for the appropriate amount using the DG code
   QIK: CTRL+ O, F5