Customer Obsession
2pts
2pts
Scenario:
A passenger's flight was cancelled due to bad weather. They are frustrated and want to be rebooked immediately, but most flights are fully booked.
Question:
How would you handle this situation to ensure the customer feels supported and valued, even if you can't immediately find a suitable flight?
Answer:
1. Show Empathy and Acknowledge Their Frustration
"I truly understand how stressful and frustrating this situation must be, especially after the inconvenience of a cancellation. I’m really sorry that this happened, and I want to assure you that I’ll do my best to help you."
2. Set Realistic Expectations Transparently
"Due to the weather conditions, many flights have been affected and rebooking options are limited at the moment. However, let’s look at all possible alternatives so we can get you moving as soon as we can."
Approach must balance empathy, clarity, and proactive service.
SCENARIO 1: Traveling with Infants
Scenario:
A passenger is traveling with an infant on their lap and a toddler.
Question:
Can they get complimentary seating?
Answer:
Yes, they qualify for complimentary seats but not in Emergency Exit or Forward seats due to safety restrictions.
SCENARIO 1: Maximum Allowable Weight
A domestic passenger wants to purchase 50kg of Prepaid Baggage.
Question:
Is this allowed?
Answer:
No. Only up to 40kg per person per sector is allowed for domestic routes, except for Basco and Busuanga which are limited to 10kg.
Scenario: Cheapest Fare Inquiry – 9pts
A passenger is planning a multi-city trip: flying from Manila to Los Angeles on May 15, 2025, and returning from San Francisco to Manila on May 20, 2025. They are looking for the most affordable economy fare available for this itinerary.
Question:
How would you assist the passenger in finding the lowest applicable economy fare for this multi-city trip, including the airline, booking class code, and fare basis?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to San Francisco (SFO) start date: May 15 end date: May 20 (correct route and dates) -2
2.Search fare display from Manila (MNL) to Los Angeles (LAX) start date: May 15 end date: May 20 (correct route and dates) -2
3.Identify the lowest applicable economy class fare basis for MNLSFO (OHXTSFO) -1
4.Identify the lowest applicable economy class fare basis for MNLLAX (OHXTLAX) -1
5.Identify the base fare amount MNLSFO USD292.5 / LAXMNL USD316.5. -2
6.Present the fare and restrictions (refund non-refundable .5, change fee USD300 .25 and nuf USD125 .25 rules) -1
Scenario:
A frequent flyer (Mabuhay Miles Elite) contacts you via chat, upset that they were charged for a seat selection despite their status entitling them to free seats.
Question:
What steps would you take to address their concern, and how would you reinforce their value as a loyal customer?
Answer:
1. Acknowledge the Issue and Express Empathy
"I’m really sorry to hear about the unexpected charge, and I completely understand your concern. “
2. Verify and Investigate the Transaction
"Let me quickly check your booking details and status to verify what happened. May I have your booking reference or flight number so I can look into this right away?"
•Confirm their Elite status.
•Check if the flight was eligible for complimentary seat selection.
•Review the timeline of the booking and seat assignment.
"Thank you for waiting. You’re absolutely right — this should have been complimentary. I’ve initiated a refund for the seat selection fee, and you’ll receive confirmation shortly."
respond with empathy, efficiency, and recognition of their loyalty.
SCENARIO 2: Eligibility Restrictions
A passenger who booked wheelchair assistance wants to reserve Neighbor-Free seats.
Question:
Can they avail of myPAL Seat Select Neighbor-Free?
Answer:
No. Passengers with pre-arranged special service requests (e.g., wheelchair, medical needs) are not eligible for Neighbor-Free.
SCENARIO 2: Refund for Unused Baggage
A passenger prepays for 20kg but checks in only 12kg.
Question:
Can they get a refund for the unused 8kg?
Answer:
No. Refunds for the unused portion of Prepaid Baggage are not permitted.
Scenario:
Ms. Salafranca is planning a round-trip journey from Manila to Nashville, departing on the third Friday of June and returning on the first Monday of September. She prefers to transit through Los Angeles and is looking for the most affordable fare, including details on the booking class code and the airline offering this fare.
Question:
How would you assist this traveler in identifying the cheapest round-trip fare from Manila to Nashville via Los Angeles for the specified dates, along with the booking class code and airline?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Nashville (BNA) on the preferred dates (correct route and dates) -2
2.Identify the lowest fare basis it should be combination of weekend (3rd Friday of June – UHWTUS ) and weekday (1st Monday of September -UHXTUS) -2
3. Identify the route passes through LAX as a transit point. -1
4.Identify the airline offering the cheapest fare on this route—OA -1
5.Check the booking class code associated with OA (AA/Q, DL/V) -1
6.Present the fare and restrictions (validity 3MOS .5, refund NON-REFUNDABLE .5, changes USD300 .5, AND nuf USD125 .5 rules) -2
OAL Hierarchy of BCCs:
1.Permitted when available
2.Permitted
3.Required when available
4.Required
** If two BCCs are provided, select the first one (i.e., V/X choose the one on the left).
Scenario:
A first-time international traveler is asking multiple basic questions about baggage allowance, check-in times, and e-tickets. They’re nervous and unsure of the process.
Question:
How would you handle this chat to make the customer feel confident and cared for, despite the volume of questions?
Answer:
1. Acknowledge and Reassure Early
"Thank you for reaching out! Traveling internationally for the first time can feel overwhelming, but I’m here to help every step of the way. There’s no such thing as too many questions—ask away!"
2. Answer Questions Clearly and Step-by-Step
Break down your responses into manageable, friendly explanations. For example:
•Baggage Allowance:
"For your flight, you’re allowed [X kg] of checked baggage and [X kg] of hand-carry. I can check your exact allowance if you share your booking reference."
•Check-in Time:
"We recommend arriving at the airport at least 3 hours before your departure time to allow for check-in, security, and immigration."
•E-Tickets:
"Your e-ticket is your travel document. You don’t need to print it — just show it on your phone or provide the booking reference at check-in.“
3. Provide Helpful Extras
•Offer links to FAQs, baggage guidelines, or airport maps.
• Guide with patience, reassure with empathy, and inform clearly.
SCENARIO 3: Seat Payment and Class Upgrade
A passenger who paid for a seat upgrades to Business Class.
Question:
Can they get a refund for the myPAL Seat Select fee?
Answer:
No, the seat payment is non-refundable once the passenger voluntarily upgrades to Business or Premium Economy class.
SCENARIO 3: Upgrading Prepaid Baggage
A passenger bought 20kg Prepaid Baggage but wants to upgrade to 30kg.
Question:
Is this possible?
Answer:
Yes, upgrades are allowed up to 40kg per person per sector. The rate difference must be paid at least 4 hours before departure via PAL Ticket Offices or Contact Center.
Scenario:
Mr. Atienza is planning a round-trip journey from Manila to Norfolk, USA departing on the third Friday of June and returning on the first Monday of September. He prefers to transit through San Francisco and is looking for the most affordable fare, including details on the booking class code and the airline offering this fare.
Question:
How would you assist this traveler in identifying the cheapest round-trip fare from Manila to Norfolk via San Francisco for the specified dates, along with the booking class code and airline?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Norfolk (ORF) on the preferred dates (correct route and dates) -2
2.Identify the lowest fare basis it should be combination of weekend (3rd Friday of June - UHWTUS) and weekday (1st Monday of September - UHXTUS) -2
3. Identify the route passes through SFO as a transit point. -1
4.Identify the airline offering the cheapest fare on this route—OA -1
5.Check the booking class code associated with OA (AA/Q, DL/V) -1
6.Present the fare and restrictions (validity 3MOS -1, refund NON-REFUNDABLE .5, changes USD300, and nuf USD125 rules) -2
●
OAL Hierarchy of BCCs:
1.Permitted when available
2.Permitted
3.Required when available
4.Required
** If two BCCs are provided, select the first one (i.e., V/X choose the one on the left).
Scenario:
A customer missed their flight due to an unforeseen event. They demand a free rebooking, but policy states it’s non-refundable and non-changeable.
Question:
How would you handle this interaction in a way that shows empathy, reinforces trust, and tries to find a solution within policy?
Answer:
1. Acknowledge and Empathize
"I'm really sorry to hear that you missed your flight — I understand how stressful and disappointing that must be. Travel plans can go off track sometimes, and I’m here to support you as best I can.“
2. Explain the Policy Clearly and Respectfully
"I’ve checked the fare rules on your ticket, and it’s under a non-changeable and non-refundable fare type, which means we aren’t able to offer a free rebooking under the current terms. I know that’s not the news you were hoping for, and I truly wish I had more flexibility."
3. Offer What You Can Do Within Policy
"That said, let me explore what options might still be available for you
•Check for rebooking with a penalty or fee/PAL e-wallet if applicable
•Look into compassionate exceptions if warranted and supported by documentation.
•Suggest a waitlist or standby seat on a later flight if the airline allows it.
Show empathy, clearly explain the policy, and look for alternative ways to assist while maintaining trust.
SCENARIO 4: Cost of Neighbor-Free Option
A passenger wants to know the fixed rate for reserving Neighbor-Free seats to Domestic flights.
Question:
Is there a standard price?
Answer:
No. The rates vary per route and sector.
SCENARIO 4: Flight Disruption and Refunds
A flight is cancelled and the passenger decides not to rebook.
Question:
Can they refund their Prepaid Baggage?
Answer:
Yes. In the case of flight disruption or cancellation, the full Prepaid Baggage fee is refundable. Normal refund procedures apply.
Scenario:
A passenger planning a trip from Manila to Nashville is looking for the most affordable fare option. They specifically ask for the lowest available booking class code, the airline offering the fare, and prefer to route through Los Angeles (LAX). The intended departure date is June 20.
Question:
How would you assist this passenger in identifying the cheapest fare, booking class code, and airline for a flight from Manila to Nashville via Los Angeles on June 20?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Nashville (BNA) on June 20 (correct route and dates) -2
2.Identify the lowest fare basis it should be combination of weekend (June 20 - UHOWTUS) -2
3. Identify the route passes through LAX as a transit point. -1
4.Identify the airline offering the cheapest fare on this route—OA -1
5.Check the booking class code associated with OA (AA/Q, DL/V) -1
6.Present the fare and restrictions (refund TICKET IN NON-REFUNDABLE, changes USD300, and nuf USD125 rules) -2
OAL Hierarchy of BCCs:
1.Permitted when available
2.Permitted
3.Required when available
4.Required
** If two BCCs are provided, select the first one (i.e., V/X choose the one on the left).
Scenario:
A customer booked tickets for their family but accidentally typed the wrong surname for one passenger. They’re worried about being denied boarding.
Question:
What would you do to reassure the customer and resolve the issue while demonstrating a strong sense of ownership and urgency?
Answer:
1. Acknowledge and Reassure
"Thank you for letting us know right away. I understand how concerning this must be, especially when traveling with family. Don’t worry — I’m here to help and we’ll work on getting this resolved as quickly as possible.“
2. Take Immediate Ownership
"Let me take full ownership of this and check the booking now so we can determine the best course of action. May I please have the booking reference and the correct spelling of the passenger’s name?"
3. Assess the Error and Airline Policy
•Check the extent of the error
•Refer to the airline's name correction policy
•If a reissue is needed, explain the process and any applicable fees, if any.
4. Provide a Clear Resolution Path
"This looks like it may need a name correction request or a ticket reissuance, depending on the airline rules.
5. Reassure Until Resolution Is Final
SCENARIO 5: Purchasing After Booking
A passenger already booked their ticket but wants to upgrade to Extra Legroom.
Question:
How can they do this?
Answer:
They may purchase Extra Legroom seats via the PAL website, Reservations Hotline, or during online or airport check-in, depending on availability.
SCENARIO 5: No Show Penalty
A passenger fails to show up for their flight.
Question:
Can they refund or reuse their Prepaid Baggage?
Answer:
No. Prepaid Baggage will be forfeited in case of a no-show.
Scenario:
A passenger is planning a one-way trip from Cebu to Los Angeles, departing on May 16, 2025. They specifically want to know the lowest fare applicable for that date.
Question:
How would you assist this passenger in identifying the cheapest one-way fare from Cebu to Los Angeles on May 16, 2025, including the booking class code, fare basis, and base fare amount?
Answer:
To assist the passenger:
1.Search fare display from Cebu (CEB) to Los Angeles (LAX) on May 16 (correct route and dates) -2
2.Identify the lowest fare basis it should be combination of weekend (May 16 - UHOWTUS) -2
3.Identify the base fare amount USD554.00. -1
4.Identify the routing detail -1
5.Check the booking class code for CEBMNL and MNLLAX - U -1
6.Present the fare and restrictions (refund TICKET IN NON-REFUNDABLE .5, changes USD300 .5, and nuf USD125 .5 rules) -1.5
7.Identify the Mileage accrual – 10% .5