Holiday Change
what is the code used to amend FOC under HC memo?
A) FANS
B) FFOS
C) AFOS
C) AFOS
A customer’s monthly direct debit payment is due on the 30th. However, when they checked “manage my booking” last week, it shows the next payment as May 30th. The payment is processed 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
Explanation: Due to COB, Atcom will not generate any amendment fees.
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 amend holiday to a day earlier, as the room was on stop sale, agent advised we will just send to our back-office team (Teams) to amend it.
Is that the correct process?
Incorrect Process
What is the name of the policy applied for more than 5 hours of flight time from day to night 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 Aug 5th, with the final direct debit payment due on Jun 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 Jun 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 22.08.2025?
AFEE , £50Pp
Customer called needing to add his daughter on the booking, as the room is on stop sale, agent added another upgrade for the room stating no availability even when the customer stated they want the same room.
Is that the correct process?
Incorrect Process
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) Check Incidents and TUI Know-How for options.
C) Check Incidents and TUI Know-How for options.
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.
What are the codes if a customer is travelling tomorrow on a holiday with the total of £1585.25 and wanted to cancel the booking due to a Building Work.
CANS
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)
T or F
If the room is on stop sale and the customer would like to upgrade to All-Inclusive, we need to authorize the upgrade with commercial support team.
False
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, 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.
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 and move one of the passengers to his daughter's booking to travel on 15.05.2025 due to the passenger having a surgery on the 20.03.2025 as he would be travelling on the 15.03.2025 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 extend the booking duration for 14 days, stating that the hotel and the room is available for another separate week online.
What is the correct process to assist?
Raise case on CFC:
Send to Bedstock Queries. From "Commercial support list" (Found on TUI-Knowhow.)
If approved
If not, adv no availability.
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 15.06.2026 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 March 18th, but it failed. On Apr 5th the customer called stating he has a refund, based on an email he received on March 22nd, 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.
Customer called to amend due to bad reviews.
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 Commercial support to check
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
A customer wanted to cancel one passenger on a holiday package for 2, after checking room restrictions it seems to be 2-4 total occupancy
What would be the correct process?
A) Advise no availability for this room type
B) Contact Inventory Support to authorize Single occupancy
C) Contact our Commercials Support team to authorize Single occupancy
A) Advise no availability for this room type