Travel Wallet (2 pts)
Scenario:
Rey adds a Corporate e-Gift Card to his PAL e-Wallet. He wants to double-check that the card was successfully loaded.
Question:
How will Rey be notified after adding the e-Card?
Answer Choices:
A. A text message will be sent to his mobile phone.
B. He will receive an in-app pop-up notification.
C. An email will be sent to his registered email address.
D. He will receive a call from customer support.
1.Notification Clause
“An email notification will be sent after you have successfully added the Dear PAL e-Card to your PAL e-Wallet.”
C. An email will be sent to his registered email address.
Scenario:
A passenger changes from an Advance Aisle to a Forward Seat.
Question:
Is their original payment refunded?
Answer:
No, the original payment is forfeited. The full amount for the new seat must be paid.
Scenario:
A customer wants to use Prepaid Baggage for their golf set.
Question:
Is this allowed?
Answer:
No. Special items like sports equipment, pets, and cabin baggage are not covered by Prepaid Baggage and will be charged the standard excess baggage rate and/or Sports Equipment fee if applicable.
Scenario:
A passenger is planning a one-way trip from Manila to San Francisco, departing on May 31, 2025. They are specifically looking for the lowest applicable business class fare that allows rebooking without a penalty.
Question:
How would you assist this passenger in identifying the most affordable one-way business class fare from Manila to San Francisco on May 31, 2025, including details such as the booking class code, fare basis, and base fare amount?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to San Francisco (SFO) on May 31 (correct route and dates) -2
2.Identify the lowest applicable business class fare that allows rebooking without a penalty (May 31- DOTUS) -1
3.Identify the base fare amount USD3438. -1
4.Check the booking class code - D -1
5.Present the fare and restrictions (refund BEFORE DEP CANCELLATIONS PERMITTED FOR REFUND .5 AFTER DEP USD150 .5, Change Fee .5 and NUF USD .5 rules) -2
6.Identify the Mileage accrual – 150% 1
7. Brand Fare – Business Flex -1
Scenario:
Nathan has a Travel Credit that he hasn’t added to his PAL e-Wallet yet. He’s worried that it might become unusable unless added right away.
Question:
What is true about using a Dear PAL e-Card that hasn’t been added to a PAL e-Wallet?
Answer Choices:
A. It must be added before it can be used at all.
B. It can still be used separately under its own Terms and Conditions.
C. It will expire unless added within 7 days.
D. It can only be used during ticket bookings at PAL counters.
1.Use of Unadded e-Cards Clause
“A Dear PAL e-Card that has not been added to PAL e-Wallet can still be used subject to its Terms and Conditions.”
B. It can still be used separately under its own Terms and Conditions.
Scenario:
A passenger asks if they can request Neighbor-Free at the check-in counter.
Question:
Can it be availed at the airport?
Answer:
No. myPAL Seat Select Neighbor-Free is available online only.
Scenario:
A passenger books a flight from Los Angeles to Manila and wants to pay for Prepaid Baggage using USD.
Question:
Is that possible?
Answer:
Yes. The local currency equivalent is available for purchases made outside the Philippines.
Scenario:
Ms. Salafranca is planning a round-trip journey from Manila to Nashville, departing on the third Friday of June and returning on the first Monday of September. She prefers to transit through San Francisco and is looking for the most affordable fare, including details on the booking class code and the airline offering this fare.
Question:
How would you assist this traveler in identifying the cheapest round-trip fare from Manila to Nashville via San Francisco for the specified dates, along with the booking class code and airline?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Nashville (BNA) on the preferred dates (correct route and dates) -2
2.Identify the lowest fare basis it should be combination of weekend (3rd Friday of June – UHWTUS ) and weekday (1st Monday of September -UHXTUS) -2
3. Identify the route passes through SFO as a transit point. -1
4.Identify the airline offering the cheapest fare on this route—OA -1
5.Check the booking class code associated with OA (AA/Q, DL/V) -1
6.Present the fare and restrictions (validity 3MOS .5, refund NON-REFUNDABLE .5, changes USD300 .5, AND nuf USD125 .5 rules) -2
OAL Hierarchy of BCCs:
1.Permitted when available
2.Permitted
3.Required when available
4.Required
** If two BCCs are provided, select the first one (i.e., V/X choose the one on the left).
Scenario:
Irene is considering creating a PAL e-Wallet but is worried about needing to maintain a minimum balance to keep it active.
Question:
Is a maintaining balance required for PAL e-Wallet?
Answer Choices:
A. Yes, you must maintain at least PHP 100.
B. No, there is no maintaining balance requirement.
C. Yes, but only if it contains Corporate e-Gift Cards.
D. No, but inactivity fees will be deducted monthly.
1.Maintaining Balance Clause
“There is no maintaining balance needed in availing of PAL e-Wallet.”
B. No, there is no maintaining balance requirement.
Scenario:
A customer’s flight is canceled and rebooked but their original seat category isn’t available.
Question:
What are their options?
Answer:
They are eligible for a refund of the myPAL Seat Select fee if a comparable seat cannot be provided.
Scenario:
A passenger is holding an ID/AD (Industry Discount/Agent Discount) ticket and wants to purchase Prepaid Baggage.
Question:
Are they eligible?
Answer:
Yes. Passengers with ID/AD tickets are qualified to purchase Prepaid Baggage, following standard terms and conditions.
Scenario:
A passenger is planning a multi-city trip: flying from Manila to Incheon on May 15, 2025, and returning from Busan (Pusan) to Manila on May 20, 2025. They are looking for the most affordable economy fare available for this itinerary.
Question:
How would you assist the passenger in finding the lowest applicable economy fare for this multi-city trip, including the airline, booking class code, and fare basis?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Incheon (ICN) start date: May 15 end date: May 20 (correct route and dates) -2
2.Search fare display from Manila (MNL) to Pusan (PUS) start date: May 15 end date: May 20 (correct route and dates) -2
3.Identify the lowest applicable economy class fare basis for MNLICN (ULTKR) -1
4.Identify the lowest applicable economy class fare basis for MNLPUS (O8LTKR) -1
5.Identify the base fare amount MNLICN USD165 / PUSMNL USD130. -2
6.Present the fare and restrictions (refund non-refundable .5, change fee USD50 .25 and nuf USD75 .25 rules) -1
Maria received a Compensation Voucher in USD from Philippine Airlines after her flight was delayed. She wants to use it to buy a ticket for her sister.
Maria creates a PAL e-Wallet using her full name, email, and mobile number, and chooses PHP as her wallet currency. She gets a confirmation email with her wallet details.
She then adds the USD voucher to her PHP wallet. After that, she plans to use her PAL e-Wallet to book her sister's flight.
Question:
Based on the PAL e-Wallet Terms and Conditions, which statements are TRUE? (Choose all that apply)
A. Maria can use her Compensation Voucher to book a ticket for her sister.
B. A USD voucher cannot be added to a PHP wallet.
C. Once added, the voucher cannot be removed from the PAL e-Wallet.
D. Maria can change her wallet's currency later.
E. She can transfer her wallet balance to her sister’s PAL e-Wallet.
1.Use of e-Cards for Third Parties
“Dear PAL e-Cards in a PAL e-Wallet Account may be used to pay for a Philippine Airlines ticket or select myPAL Travel Boost of a third party other than the PAL e-Wallet Account owner.”
This allows Maria to use her Compensation Voucher to book her sister’s ticket.
2. Currency Conversion When Adding e-Cards
“If the currency of your totally unredeemed Dear PAL e-Card differs from the currency of your PAL e-Wallet, the Dear PAL e-Card amount will be converted to the currency of your PAL e-Wallet.”
This means Maria can still add her USD voucher to her PHP wallet — it will be converted using xe.com’s rate.
3. Irreversibility of Adding e-Cards
“Once any of your Dear PAL e-Card is added to your PAL e-Wallet, it cannot be removed.”
Once Maria adds the voucher, it stays in her wallet and cannot be taken out.
CORRECT ANSWER:
A. Maria can use her Compensation Voucher to book a ticket for her sister.
C. Once added, the voucher cannot be removed from the PAL e-Wallet.
Scenario:
A passenger flying Economy Class wants extra space for comfort and sees empty seats beside them.
Question:
What PAL service allows them to reserve these empty seats?
Answer:
They can avail of myPAL Seat Select Neighbor-Free, which provides extra comfort by keeping adjacent seat(s) vacant.
Scenario:
A passenger wants to check in a single bag weighing 35kg under their Prepaid Baggage allowance.
Question:
Is this allowed?
Answer:
No. Each piece of baggage must not exceed 32kg, even if the passenger has purchased sufficient Prepaid Baggage. They will be asked to repack the item to comply with baggage weight regulations and health laws in some countries.
Scenario:
A passenger is planning a round-trip flight from Manila to Adelaide, Australia via Sydney, with departure on May 15, 2025, and return on May 20, 2025. They are seeking help in finding the most budget-friendly fare for this itinerary. The passenger has indicated that their preferred connecting airline is Virgin Australia.
Question:
How would you assist the passenger in locating the lowest applicable round-trip fare for their chosen travel dates, including details such as the airline, booking class codes, route?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Adelaide (ADL) on the preferred dates (correct route and dates, carrier) -3
2.Identify the lowest fare basis is (ULVATAUI) -1
3. Identify the route passes through SYD as a transit point. -1
4.Apply the preferred connecting airline—OA (VA) -1
5.Check the booking class code associated with OA (VA/T) -1
6.Present the fare and restrictions (validity 3MOS .5, refund NON-REFUNDABLE .5, changes USD150 .5, and nuf USD75 .5 rules) -2
●
OAL Hierarchy of BCCs:
1.Permitted when available
2.Permitted
3.Required when available
4.Required
** If two BCCs are provided, select the first one (i.e., V/X choose the one on the left).
A PAL e-Wallet user says, "I need to reset my PIN. Can you tell me what to do?”
Which steps should you instruct the customer to follow? Choose all that applies.
A. Log in to the PAL e-Wallet account and click on their initials at the top right to access the My Profile page.
B. Click on the Reset PIN Code button to trigger an email with the new PIN.
C. Manually create a new PIN code inside the app settings without any email notification.
D. Visit a PAL ticket office and request a PIN reset in person.
4. How can I reset my PAL e-Wallet PIN Code?
Log in to your PAL e-Wallet account via https://ewallet.philippineairlines.com/ Go to your My Profile page by clicking on your initials at the upper right portion of the homepage.
Then, click on the Reset PIN Code button.
An email notification will be sent to your registered email address with your new PAL e-Wallet PIN Code.
Correct Answer:
A. Log in to the PAL e-Wallet account and click on their initials at the top right to access the My Profile page.
B. Click on the Reset PIN Code button to trigger an email with the new PIN.
Scenario:
A passenger is unsure whether their Neighbor-Free request went through.
Question:
How will they know if it's confirmed?
Answer:
They will receive an email notification up to 4 hours before departure with seat details and payment confirmation.
Scenario:
Anna booked a flight and decided to purchase a Prepaid Baggage allowance. A week before her trip, Anna realized she needed to change her flight to a different destination. She called customer service and asked if her Prepaid Baggage fee could be applied to her new booking.
Question:
Based on the policy that the Prepaid Baggage fee is non-reroutable and non-transferable, can Anna transfer her Prepaid Baggage to her new flight?
Answer:
No, Anna cannot transfer her Prepaid Baggage to her new flight. Since the Prepaid Baggage fee is non-reroutable and non-transferable, it cannot be used for a different route or transferred to another booking.
Scenario:
A passenger is planning a round-trip flight from Manila to Auckland New Zealand via Melbourne, with departure on May 15, 2025, and return on May 20, 2025. They are seeking help in finding the most budget-friendly fare for this itinerary. The passenger has indicated that their preferred connecting airline is Air New Zealand.
Question:
How would you assist the passenger in locating the lowest applicable round-trip fare for their chosen travel dates, including details such as the airline, booking class codes, route?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Auckland (AKL) on the preferred dates (correct route and dates, carrier) -3
2.Identify the lowest fare basis is (TNZTNZI) -1
3. Identify the route passes through MEL as a transit point. -1
4.Apply the preferred connecting airline—OA (NZ) -1
5.Check the booking class code associated with OA (NZ/L) -1
6.Present the fare and restrictions (validity 3MOS .5, refund usd150 .5, changes USD100 .5, and nuf USD75 .5 rules) -2
●
OAL Hierarchy of BCCs:
1.Permitted when available
2.Permitted
3.Required when available
4.Required
** If two BCCs are provided, select the first one (i.e., V/X choose the one on the left).