IFSR
When you reprice a ticket and get the SEGMENTS error unable to proceed what steps do you take to correct it?
IR click TKI delete all segments, go to DTI and delete all DTI ER add flights back and reprice as normal.
When there's a IROP and you don't see the flights the customer is asking for in the IROP tab what is a best practice?
Check the flight tabs and sell it in, add a arnk, close the pnr reopen it, click the IROP tab and then accept the protection and ticket will reissue.
Once any portion of travel has been completed, this cannot be reopened—even in involuntary situations or if the ticket is refunded?
What is a Companion Certificate that is partially flown?
What is Rob's favorite saying?
We work too hard for too long not to be having fun
This behavior goes beyond a simple greeting by acknowledging the customer’s specific situation, concern, or history?
What is recognize me?
How can you process a payment for a infant ticket that shows a AMEX CERT attached to it?
Take the payment in Dlterms using the FORMAT 5/FOPAX123456789258/0-29/C1234.
When a pax calls to say that they are not on the upgrade list, what do you look for?
Check to see if they comp upgrades are on, if not check them out add comp upgrades and have them recheck in. Check to see if all pax have a skymile number added. Last you can sell the OU and SU in the long way and activate via ASL tab
This Choice Benefit allows a Diamond Medallion Member to select up to four long-haul upgrade certificates, or a mix option that includes exactly two of these along with four shorter regional upgrades?
What are Global Upgrade Certificates (or the combination of 2 Global and 4 Regional Upgrade Certificates)?
These are the only three codes you can enter without first notifying a CEM or Team Lead.
What are SMART, lunch, and break?
When a customer is frustrated, this behavior is demonstrated by showing empathy, staying calm, and responding respectfully?
What is be kind to me?
Who do you contact if the Seats Tab fails when a customer wants to use SkyMiles for the Upsell?
No one. Do not contact GTS, as they are unable to pull the miles. Please advise the customer "We are unable to process an upgrade using SkyMiles at this time. Would you like to use a credit card?".
When you issue a refund or if a customer calls to say they didn't receive the email. How can a customer check to see if it was actually processed?
Customers can check on delta.com/refundstatus to see the status of their refund request.
This is the single qualifying metric used to earn Medallion Status, based on how much is spent rather than miles flown?
What are Medallion Qualification Dollars (MQDs)?
How many Team leads do we have on this team?
5
This behavior involves providing clear, helpful, and accurate information so there is no confusion?
What is inform me?
When a tkt have been reissued using a GUC/RUC and a customer calls to change their flights how do you reprice the tkt without having to call out?
You will modify all the segs to Y, reprice the tkt, add the remarks for the GUC/RUC, if they are able to clear at that moment you just manually reissue ticket if they have to clear again you waitlist them. (no need for dl terms cause guc/ruc already pulled)
If a PNR includes OAL space, are you allowed to divide the passengers?
No do not divide the PNR in Axis. Transfer to GPS for handling.
If a pax ask when will their MQD's post from earning them using an eligible AMEX card where can you find the answer?
Hoover over the blue icon in omnipro and let them know within 8-12 weeks after the eligible transaction or just read the paragraph un the word POSTED..
Who is our ECM?
Undrea Mathis
This behavior helps build trust quickly by making the interaction feel human rather than transactional?
What is greet me?
When processing a name change and you get this error BAG RMK NOT IN PNR, how do you correct it.
Go to remarks select baggage and delete all bags or no bag comments and proceed
When the error message says No eligible infant PNR found what does that mean and how do you correct it?
The parent's ticket is a rewards ticket but when you price the infant ticket it put it as a revenue ticket so all you have to do is select modify changed to NY and reprice as a rewards ticket.
This program allows eligible employees to earn up to $1,000 annually by referring colleagues, including a $100 reward per approved card and a special $250 bonus for the first successful referral during the promotional period?
What is Uplift?
If you work 6 hours and use PTO, how many breaks do you get?
What is one break?
Applying all four impactful behaviors in every interaction ensures this outcome for the customer experience?
What is a world class experience?