CUSTOMER OBSESSION
3pts
3pts
Scenario:
An elderly customer is flying alone for the first time and is unsure how to request wheelchair assistance at the airport. They are nervous and asking if someone will be there to guide them.
Question:
"How would you support an elderly passenger who is flying alone for the first time and feels nervous because they’re unsure how to request wheelchair assistance at the airport? How would you respond with empathy, provide clear guidance, and ensure they feel safe and supported throughout their journey?"
Answer:
1. Respond with Genuine Empathy and Reassurance
"Thank you for reaching out. I completely understand how overwhelming traveling alone for the first time can feel, especially at a busy airport. Please don’t worry — I’m here to help, and we’ll make sure you’re well taken care of every step of the way."
2. Offer Clear, Step-by-Step Guidance
"To request wheelchair assistance, I can go ahead and add the service to your booking right now. This means that when you arrive at the airport, someone from our team will be there to meet you at the check-in area with a wheelchair and guide you through security, boarding, and even at your destination.“
3. Anticipate Additional Needs and Go the Extra Mile
"Would you like me to also note that this is your first time traveling alone? I can add a special service request meet and assist to ensure our ground staff are extra attentive throughout your journey.
4. Reaffirm Support and Build Confidence
Respond with compassion, patience, and a strong sense of responsibility to make them feel safe and cared for throughout their journey.
Customer Inquiry:
“My ticket was refunded back to my e-Wallet. Will the validity reset or extend?”
Question:
Does the validity of the PAL e-Wallet balance extend after a refund?
Answer:
No. The refunded amount retains the original expiration date of the e-Cards used. It does not extend or reset the validity.
A partially used ticket is under the maiden name CRUZ/ANNA MARIE MS, but the passenger was recently married and now holds an ID as DELA CRUZ/ANNA MARIE MS.
Is a name correction possible, and what are the conditions?
✅ Answer:
Yes, a name correction is possible — but only under specific conditions, since the ticket is partially used.
🔍 Why It’s Allowed:
•The correction is due to a legal reason (change in marital status from maiden to married name).
•The passenger can present valid supporting documents, such as a marriage certificate.
•The date of birth (DOB) in the PNR matches the new identification.
💰 Applicable Fee:
•A name change fee of USD 25 applies (or equivalent local currency), provided DOB is present in the PNR and matches the submitted documents.
Scenario:
Hi, I’d like to book a flight from Manila to Phuket, Thailand. I’ll be traveling on August 15 and returning on August 20. Can you please find me the cheapest economy fare?
Answer:
To assist the passenger:
1.Correct flight itinerary (routes .5 each sector, dates .5 each date) -4
2.Identify the lowest fare basis (TPGTTHC) -1
3.Identify the airline for connecting flight -1
4.Identify the base fare amount USD365.00. -1
5.Identify the total amount with taxes in PHP26,155.00 -1
6.Present the fare and restrictions (refund NON-REF .5, changes USD150 .5, and nuf USD75 .5 rules) -1.5
7. Brand Fare – Economy Saver -.5
Scenario:
A customer received an email saying their flight has changed, but when they check online, it still shows the original schedule. They’re confused and need to know which information is correct.
Question:
How would you handle their concern with empathy, clarify the situation, and ensure they feel confident and supported about their travel plans?"
Answer:
1. Acknowledge Their Concern and Show Empathy
"Thank you for bringing this to our attention. I completely understand how confusing and stressful it can be to receive conflicting information about your flight. I’m here to help clarify everything for you."
2. Investigate the Discrepancy
"Let me check the most current flight status and your booking details right now to see why there’s a difference between the email and the online information."
•I would verify if the change is confirmed or still pending.
•Sometimes updates are sent out before systems fully sync, so I’d explain that clearly to the customer.
•
3. Explain the Situation Clearly
"It looks like your flight was rescheduled, and the email was sent as an early notification. However, the online system hasn’t updated yet, which is why you’re seeing the original schedule. I assure you the latest update is the one in the email, and I’ll monitor the booking to make sure the online information gets updated soon.“
4. Provide Reassurance and Next Steps
"I’ll keep an eye on your booking and inform you immediately if there are any further changes. In the meantime, you can rely on the updated schedule from the email. If you’d like, I can also send you a confirmation message once the online booking reflects this change.“
Handle the situation with empathy, clarity, and proactive support to reduce their anxiety and restore confidence.
Customer Inquiry:
“I need to change my flight and was charged a rebooking fee. Can I use my e-Wallet to pay the penalty?”
Question:
Can PAL e-Wallet be used to pay penalties during reissuance?
Answer:
Yes. PAL e-Wallet is accepted for penalties and additional fare/taxes when reissuing tickets at Ticket Offices and Contact Center.
A customer requests to correct the spelling of their surname from RAMOS/LOUIE MR to RAMOS/LOUIS MR. What criteria must be met for the correction to be allowed, and what is the fee?
✅ Answer:
Yes, the name correction is allowed under the policy for correcting the spelling of a first name by adding or deleting 1 to 3 characters.
💰 Applicable fee:
•PHP 1,000 for purely Philippine domestic travel
•USD 25 for international travel
Scenario:
Hi, I’m planning to travel to Amsterdam on the fourth Friday of September, and I’d like to come back a week later. I don’t really know what airline to take, how much the fare is, or what the ticket rules are. I just want the cheapest possible economy ticket.
Question:
How would you assist the passenger with his query?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Amsterdam (AMS) on the preferred dates (correct route and dates) -2
2.Identify the lowest fare basis KLEKTEUI -1
3.Identify the lowest BCC –K -1
4. Identify the routing detail MNL-PR-DXB-EK-AMS -1
5.Identify the airline offering the cheapest fare on this route—EK What is EK? Emirates -1
6.Check the booking class code associated with EK/L -1
7.Present the fare and restrictions (validity 12MOS .5, USD150.00 refund .5, changes USD100 .5, AND nuf USD200 .5 rules) -2
8.What Fare Brand/Brand Fare is K fare? – Economy Value -1
Scenario:
A parent is booking a flight for their 10-year-old child to travel alone. They’re asking about how the airline will take care of their child and want to know the exact process from departure to arrival.
Question:
“How would you demonstrate empathy, clearly explain the process, and reassure them to build their confidence in the airline’s care?"
Answer:
1. Show Empathy and Acknowledge Their Concerns
"I completely understand how important it is for you to feel confident and reassured about your child’s safety while traveling alone. It’s natural to have questions, and I’m here to guide you through the entire process step-by-step."
2. Clearly Explain the Unaccompanied Minor Service and Procedures
"Our airline offers a dedicated Unaccompanied Minor service designed to ensure your child’s safety and comfort from the moment they arrive at the airport until they are safely handed over to the designated adult at their destination.“
3. Address Specific Questions and Provide Additional Support
4. Reassure and Build Confidence
"Your child’s safety is our top priority, and we’ll be with them every step of the way. If you have any questions before or during the journey, you can contact us anytime. We want you to feel completely supported.“
Approach the conversation with warmth, patience, and clear information to help ease their anxiety and build trust in the airline’s care.
Customer Inquiry:
“Can I use my e-Wallet to pay for taxes and fees when claiming a Mabuhay Miles award ticket?”
Question:
Is PAL e-Wallet accepted for payment of award ticket-related fees?
Answer:
Yes. PAL e-Wallet can be used at Ticket Offices and the Contact Center to pay for award ticket taxes and fees.
Tip:
Remind customers that PAL e-Wallet is not yet accepted for these transactions on the website or mobile app.
A ticket was issued with the name VILLANUEVA/GRACE MS, but the passport reflects VILLANUEVA/GRACELYN MS. The DOB in the PNR matches.
Is the name correction allowed, and what fee applies?
✅ Answer:
Yes, the name correction is allowed
Reason:
•This is a correction of a shortened form of the given name (GRACE → GRACELYN).
•The DOB in the PNR matches the passport.
•The correction must be supported by a valid travel document (passport).
Applicable fee:
•USD 25 name correction fee (or equivalent local currency depending on point of sale).
Scenario:
Hi! I’m planning to travel to Hawaii this October. I’d like to visit my friend in Hilo. I’m not really familiar with the airlines or fares, and I just want the most affordable economy ticket. I plan to leave on October 10 and return on October 24.
Question:
How would you assist the passenger in finding the lowest applicable economy fare for her preferred route and dates, including the airline, booking class code, and fare basis?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Hilo (ITO) start date: October 10 end date: October 24 (correct route and dates) -2
2.Identify the lowest applicable economy class fare basis ULWTHIC -1
3.Identify the lowest fare excluding taxes USD1106.00 -1
4.Identify the routing detail MNL-PR-HNL-PR-ITO -1
5.Identify the BCC for MNLHNL (U) and HNLITO (K) -2
6.Present the fare and restrictions validity and penalties (validity 3mos .5, refund non-refundable .5, change fee USD300 .5 and nuf USD125 .5 rules) -2
7.Identify the Fare Brand or Brand Fare – Economy Supersaver -1
Scenario:
A customer who just landed on a connecting flight tells you that their baggage didn’t arrive. They are worried it is lost and want help tracking it and ensuring it is delivered to their hotel.
Question:
“How would you demonstrate empathy, take ownership of the situation, and guide them through the process of tracking and recovering their luggage?"
Answer:
1. Acknowledge Their Frustration and Show Genuine Empathy
"I’m really sorry to hear your baggage didn’t arrive as expected — I completely understand how upsetting and stressful this can be, especially when you're in transit or staying at a hotel. Please know that I’m here to help and will do everything I can to locate your bag and ensure it gets to you."
2. Take Immediate Ownership and Begin the Resolution
"Let me first gather some details about your baggage and flight so I can open a tracking request right away.
3. Keep the Customer Informed and Empowered
"In most cases, bags that miss a connection are placed on the next available flight and arrive within 24 hours. I’ll monitor the status for you and send you updates
4. Provide Reassurance and Supportive Next Steps
Respond with a calm, compassionate approach while taking full ownership to guide them through the recovery process and ease their worry.
Customer Inquiry:
A customer wants to add a Dear PAL e-Gift Card in USD to their PAL e-Wallet, which is in PHP.
Question:
Can this be done, and how is the amount processed?
Answer:
Yes, it can be added. The amount on the e-Gift Card will be converted to PHP using the xe.com exchange rate on the date it’s added. The converted amount will reflect in the PAL e-Wallet.
Tip: Always inform customers that exchange rates update daily at 12:05 AM UTC and the converted amount is final upon loading.
A passenger requests to correct their name from “FRIAS/STEFEN MR” to “FRIAS/STEPHEN MR.” What condition must be met for this to be allowed?
A. The flight must be more than 7 days away
B. DOB must be present in the PNR and match the ID
C. Passenger must call the airport counter
D. No correction is allowed once the ticket is issued
✅ Correct answer: B
Scenario:
Hi, I’m an immigrant. I’d like to book on Economy class from Puerto Princesa to New York—JFK specifically. I plan to leave on September 5. I’m looking for the cheapest fare option available. I don’t mind stopovers or changing airlines if it helps lower the price.
Question:
How would you assist the passenger in locating the lowest applicable round-trip fare for their chosen travel dates, including details such as the airline, booking class codes, route?
Answer:
To assist the passenger:
1.Search fare display from Puerto Princesa (PPS) to John F Kennedy (JFK) start date: September 5 -2
2.Identify the lowest applicable economy class fare basis ULOXTNY -1
3.Identify the lowest fare excluding taxes USD718.00 -1
4.Identify the routing detail PPS-MNL-JFK -1
5.Identify the BCC for PPSMNL (U) and MNLJFK (U) -2
6.Present the fare and restrictions validity and penalties (validity 12mos .5, refund non-refundable .5, change fee USD300 .5 and nuf USD125 .5 rules) -2
7.Identify the Fare Brand or Brand Fare – Economy Supersaver -1