During Travel
For a cancelled flight, who offers "protection" to travelers by rebooking on a new airline?
The airline, ALG cannot offer "protection".
How do we add a carseat to a transfer?
We must add it as a feature and collect the fee.
How do we correct a DOB for an airline ticket?
Air Ops Form: Special Request
When a customer is cancelling their trip, what must be sure is done in rezagent?
Cancel the booking. If the trip is in During Travel, this may mean having a resource reach out to leaders.
If a pax does not book air so their price per person is less, can we charge the lower tiered TPP?
Yes, we would charge them based on their price per person.
Who do we contact for a flight delay on day of arrival?
Hotel and Features.
Does TPP cover a customer who misses their flight?
No, TPP does not cover a flight that is marked as no-show.
Which airline do we call rather than attempting to have changed with air chat/air team?
Southwest Airlines.
If we receive a fraud response to multiple credit cards, what is our next step?
Pass the card to accounting through Tandem or Agent Assist (if you don't have access to Tandem).
Who CANNOT purchase TPP?
Non-US residents.
What is the cost to change an ENVF flight when in During Travel?
$150 either for one-way or roundtrip.
Do we offer transfers for anything other than Hotel to Airport and Airport to Hotel?
Yes, we also have transfers between hotel zones in Cancun.
Which types of flights never have PNRs?
True Charters.
When submitting an accounting form, what must we comment in both the form and rezagent?
We must comment the dollar amounts we are requesting to be adjusted and the justification.
One of the first things we need to determine when deciding if an SRD form is needed is this:
Hotel Source.
If we make a change with air chat and the caller cannot make payment for the add-collect, what is our next step?
Ask air chat to reverse the change.
Is a rental car usually refundable if not picked up?
Yes, unless the written policy says otherwise, a rental car is refundable as long as it is not picked up.
Flight was cancelled by the airline, do the funds go to air credit or refund?
DOT rules require that the airline refund a flight back to original form of payment, so the airline portion is refunded.
Accounting History Tab.
What must we note in an SRD form to have it processed?
That we checked availability with the hotel.
When changing hotels, how much of what they paid to the original hotel can we promise to apply to the new hotel before the waiver is received?
None, we must assume it is all non-refundable.
When can TPP be added or changed on a booking?
within 7 days of deposit or within 24 hours of paid in full (for CD only), but must be 21 days prior to departure.
When exchanging air, what must be the same?
Airline brand and type of ticket (bulk to bulk, Pub to Pub).
If we receive a waiver from a hotel, what must we do with it to ensure it is honored?
Attach to accounting form.
How do we a exchange an airline ticket that is on the same booking as the original ticket?
Submit an air ops form.