Airports
Raleigh/Durham, NC
RDU
How many MQD's are required to reach Silver Medallion status?
5,000
During the booking process, a customer mentions they are bringing their service animal with them. Who should you transfer the call to?
CES
No! The wheelchair service is complimentary
What other language does Hayden speak?
Spanish
PBI
West Palm Beach, FL
Medallion members of this level and above enjoy free same-day travel changes.
Gold Medallion
When attempting to apply an eCredit, you get an error that says:
BASE+TAX NOT EQUAL TOTAL
Who should you transfer this to?
IMR/DMR
"It looks like your flight is delayed by 30 minutes due to some weather at your destination."
"Is there some kind of compensation I can get? This is really inconvenient."
Is this customer entitled to compensation?
No. A customer is not entitled to compensation for an IROP caused by weather.
SDF
Louisville, KY
Platinum Medallion
A customer calls requesting help picking seats on the Air France segment on their upcoming trip to Dubai. Who can help?
Global Partner Support
GPS
"You changed my flight! I booked this 6 months ago! Now instead of leaving at 10:00 AM, I'm leaving at 11:00 AM! I want a refund!"
(Schedule Change)
Is this customer entitled to a refund?
No. A customer is entitled to a refund when the schedule change affects their itinerary by 120 minutes or more.
What bay are we in?
Bay #8
These airports make up what co-terminal?
HND, NRT
Tokyo
If a customer has the Delta SkyMiles AMEX Reserve credit card, how many annual visits to the Sky Club are they allotted?
15
A customer calls and complains that their suitcase was damaged after their recent trip. They say that they submitted a claim online and they have a case number, and they would like to know the status of the claim.
Who should you connect the customer with?
Baggage
"I am traveling from CUN to MSP with a connection in ATL. Do I need to pick up my bags in ATL?"
Yes. You always need to re-check your bags at an international connection.
True or False:
Hayden has worked in GTS, CES, and ESS
False
Hayden has worked in GTS and CES
Name another AIRPORT CODE in UT besides SLC
SGU - Saint George
CDC - Cedar City
PVU - Provo
How many choice benefits can be selected when a member reaches Diamond Medallion status?
3
A customer is booking a reservation and mentions they are bringing a portable oxygen concentrator (POC) on board. Who must this call be handled by?
CES
"When our flight leaves tomorrow, my son will be one year old. But when we come back next week, he will have turned 2. Can I still buy him an infant ticket?"
NO. He does not qualify for an infant ticket and must purchase a full fare.
These multi-airport cities serve the same metropolitan areas and are considered the same point of departure or arrival.
Example: NYC (JFK, LGA, EWR)
Co-Terminals