Air
When a CM is wanting to confirm their arrival and departure you should advise
What is the correct days of the week and dates?
Your CM expresses they will be arriving late to their hotel you should
What is contact the hotel and request to “Please have the room held for a late arrival.”
The seating disclosure is
What is The airlines reserve the right to change seating due to operational need and aircraft reconfiguration.”
T or F: Your CM's priority pass number is considered PII/Restricted Information
False. When it comes to membership numbers, restricted account information includes tsa precheck or global entry.
When placing a PNR on hold, you should always advise the CM
What is rates and availability not guaranteed until ticketed, ticketed by date and time or itinerary cancelled
Your CM is travelling abroad and is wanting to do some nature filled activities, you should advise
What is advise the CM to review get your guide?
When booking PWP you should advise your CM
What is “When using pay with points, points are debited from your membership reward program account and a statement credit will be issued equal to the value of points redeemed. If the points redeemed do not cover the full amount, the balance of the purchase will remain on your card statement.”
When name and intent populates in Workspace but it does not show IVR Pass you should greet the CM as
What is “Good (morning, afternoon, evening). This is (your first name). Whom do I have the pleasure of speaking with today?”
When you retrieve a waiver code you must be sure to document it
What is You must document waiver codes in air remarks as well as the location where the waiver should be added (e.g., the Endorsement box, OSI, Tour Code, or Ticket Designator box).
Your CM calls in to cancel a hotel booking that can be processed through OPUS, you should advise and action
What is confirm the reservation, review the cancellation policy, if applicable review refund and penalty info, gain agreement for cxln, and access action notes to document call?
Your CM comes through and you notice their billing address is in CA, you should advise
"California law requires certain sellers of travel to have a trust account or bond. American Express has a bond issued by Travelers Casualty and Surety Company of Connecticut in the amount of $100,000. American Express is not a participant in the California Travel Consumer Restitution Fund.
These are considered unauthorized callers when booking travel
What is Account Manager Concierge, Account Manager Full, Concierge Representative, Corporate Card Program Administrators, Rewards Manager/Authorized Redeemer?
T or F: After ticketing, you can purchase seats directly through the airline w/ CM's authorization. (Please back your answer with resources)
T. You may buy seat assignments online for a ticket issued by TLS by entering the Card Member’s PII as needed by the airline to complete the transaction, provided:
• You obtain authorization from the Card Member or Account Manager Travel (AMT) to buy the seats on the airline’s website.
• The transaction does not need you to login with a customer’s credentials.
Your CM sees that there is a promotion for a fourth night free with a consecutive stay but is wanting to know can the stay be split up into two two-night stays, per SOP you cannot
What is contact the property to request exceptions to the terms and conditions of a marketing promotion or the program benefits?
You're reviewing the fare rules and you notice the ticket is an up fare, you should advise
“An Economy Up fare is a complimentary upsell and is subject to a downgrade with no reimbursement in fare difference should there be any change in equipment or carrier.”
Your CM calls in and says they will be booking a trip online but want to make sure they can add wheelchair assistance you should advise
What is TLS Online cannot fulfill special requests such as unaccompanied minors, paid seats, and pets in cabin. Accessibility, such as wheelchairs, can be requested. Trips with special requests can only be booked with a Platinum or Centurion travel counselor.
When the stored fare increases before the ticket is issued you should
You are required to action the PNR by either obtaining a waiver to ticket at the quoted fare or rebook to the current applicable fare. You must set up the PNR for immediate ticketing without customer approval.
When creating a Hotel Travel Credit, you should include ___ in the notes section
What is the traveler's name, property name, property location, confirmation number, credit amount, validity, rebook by date, full name and title of person who authorized, authorizer's number or email, date approval received, and any fees or penalties?
When recapping a rental car booking, always advise
What is vehicle type, dates, days of the week, times, locations, pricing (t&f, extra days, extra hours), and how many days?
You've made it all the way through your car rental booking and your CM advises they want to PWP, you should advise
*Bonus Points if you can tell me what M1 Pillar would have saved both you and the CM's time
What is book a prepaid car rental through amextravel.com and Discover?