Holiday Change
what is the code used to amend FOC under HC memo?
A) FANS
B) FFOS
C) AFOS
C) AFOS
A customer’s next direct debit payment is due on April 10th. However, when they check “manage my booking” on April 5th, it shows the next payment as May 10th. The payment is processed on April 10th as per the original schedule. Why might the customer think the payment was taken early, and what should you do?
Within 8 days of this payment, the app and account will show you the following month's payment date, as this month’s payment is already in progress.
Customer wanted to amend the holiday as he booked the wrong hotel yesterday.
What codes will be used?
A) AFOS
B) EFOS
C) No Fees will be waived
C) No Fees will be waived
What is the scenario in which we use Cancel and Rebook in?
A) Changing from inclusive to FO
B) Changing from Inclusive to Multicentre
C) Changing dates in an inclusive package
B) Changing from Inclusive to Multicentre
Customer called to advise he will not be attending the outbound flight but will be coming back with us on the return flight.
What would be the note used and where?
A) Note on ATCOM - BO-BEM
B) Comment on Sky-Speed, F7
C) QSM on ATCOM
B) Comment on Sky-Speed, F7
What is the name of the policy applied for more than 3 hours of flight time change?
A) Close of business policy
B) 4/7 Day Rule
C) Departure flight time change.
B) 4/7 Day Rule
A customer has a booking for July 5th, with the final direct debit payment due on May 1st. However, a failed direct debit occurred on the payment date, and it was reversed. The customer made a manual payment of the same amount on May 5th, but the system did not update the direct debit. The customer contacts you, noticing that the subsequent payments appear higher than expected.
Advise that due to the reversal the Direct debit had failed, which made the next payments higher.
Paying the manual payment does not automatically recalculate the direct debit instalments.
LP called to amend the date due to flight time change of 1 hour and that would not be suitable.
What would be the correct process?
A) Amend FOC / 4/7 Day rule
B) Cancel/Amend FOC
C) T&C Apply.
C) T&C Apply.
How much is the reinstating fee and what code would be used if the customer is travelling on the 22.02.2025?
AFEE , £50Pp
Customer called to check in as he 4know it opens 14 days before travel time, stating he wants to select his seats for free before the flight is full.
If you’ve upgraded to Premium, Extra Legroom seats or Extra Space seats, or chosen the Select Your Seat
option, online check-in will open 14 days prior to your departure. If not, it’ll open 48 hours prior to your
departure.
Customer stated he was affected by building work and wanted to know their options.
What would you check, and what would be the options?
A) Incidents and advise customer he can only amend with £50Pp.
B) Incidents and advise customer can amend FOC only.
C) TUI Know-How and advise customer can cancel or amend FOC.
D) Check Incidents and TUI Know-How for options.
D) Check Incidents and TUI Know-How for options.
A customer, with a booking for April 20th, has been paying via direct debit. They decided to cancel their booking on March 10th, and also cancelled the direct debit with their bank on March 10th. However, the system continued to process a direct debit payment on March 15th, because the cancellation was not reflected in time. The customer is now requesting a refund, but there is confusion about why the payment was taken. How should you address this
As the cancellation was within the 8 days before the due date, the payment had already been requested and authorised and ready to be actioned.
What amounts and codes would be used if a customer is travelling tomorrow on a holiday with the total of £1585.25 and wanted to cancel the booking due to a broken arm as he is not fit to fly.
EFOS, £50Pp
-1485.25
T or F
in split booking, amendment fees will be calculated from today until the new booking's departure date?
False.
From the original departure date (old one)
Customer called to amend seats on a cruise booking.
What would be the followed steps?
Sky-Speed, F5, Manage SSR, choose the seat category, CTRL+F4
Customer was affected by 6 hours flight time change and wanted to amend from his original flying date on the 9th Oct to the 14th of Oct 2025.
What code will we match the price with?
A) no matching in price
B) PRII/PRID
C)FDR
A) no matching in price
A customer is scheduled to depart on September 15th, and their final direct debit payment is due on July 15th. They contact you on July 10th, requesting an extension for their payment due to unforeseen circumstances. How would you handle this situation, and what should be checked?
The extension cannot be added as it is a direct debit.
Customer called as she is travelling with her child and wanted to add her husband on the booking.
What would happen to the SOLO code on the booking?
A) Retain code - Promotional offer
B) PRID to take off the code amount
C) Not retainable due to another adult added.
C) Not retainable due to another adult added.
A customer wanted to split the booking due to one of the passengers having a surgery on the 20.02.2025 as he would be travelling on the 15.02.2025 w mafeesh insurance.
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What would be the amendment fees applied, what codes would be used to complete the process?
Documentation for proof of surgery
Admin fees: £50Pp
Codes used:
Old: CANS, AFOS
New: AFEE
Customer wanted to add wheelchair assistance on the booking
A) ATCOM, QSM
B) ATCOM, Flightextras, wheelchair
C) Sky speed, WCA
D) Transfer to Welfare/Special Assistance
D) Transfer to Welfare/Special Assistance
If the customer has the incentive of 10% to be applied to the booking as the original booking was £1800 departing on the 11.11.2025 and after amending the new departure date now on 15.01.2026 has the new total of £1970.
How much will the Incentive amount that will be applied to the booking?
How much will the cx pay extra?
What codes would be used to complete the process?
Incentive will be: 180
Incentive that will be applied to the booking: 170
what the customer will pay extra is:Nth
Codes used: CVRW2025 , AFOS
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A customer’s payment for £180 was due on January 18th, but it failed. On February 5th the customer called stating he has a refund, based on an email he received on January 23rd, What does this indicate?
A) The payment was processed successfully, but the system marked it as failed in error.
B) The reversal indicates that the payment of £180 was never successfully received and has been removed from the booking, which will need to be recalculated.
C) The reversal signifies that the payment was partially received but has been refunded to the customer’s account.
D) The reversal was an administrative error, and the payment has been successfully deducted from the customer’s bank.
B) The reversal indicates that the payment of £180 was never successfully received and has been removed from the booking, which will need to be recalculated.
The customer does not have a refund.
What would be the correct steps to check?
A) Check trip advisor and amend FOC if reviews are bad.
B) Check Q&A and advise of options
C) Send to TL and check quality and amend FOC - AFOQ
B) Check Q&A and advise of options
Customer wanted to amend a holiday package that was travelling on 01.05.2025 with a total of £2630 for 2 passengers to a cruise package departing on 03.06.2025 with a total of £3830 for 2 passengers using his 10% incentive as he had a holiday change loss of contract with the hotel.
What would be the Memo codes used, codes used, and amount of each code, and how much would the customer need to pay?
Memos:
Old: BO-BEM, BO-BEM (CAR), CRBK-NREF
New: BO-BEM, BO-BEM (CAR), CRBK-OREF
Codes:
Old: CANS - £400
New: CVRS2025 - £263.00
New total after change:
£3567 - Customer will pay £937 extra
Customer wanted to cancel his shore excursion he booked on cruise control, agent transferred to Excursions team
Is that the correct process?
Incorrect Process.