CHANGE OF PLANS
POLICY PATROL
COVERED OR NOT
EXTRAS AND ADD-ONS
TAVELLING TOTS
100
Abby is booked on a vacation to cancun and noticed there is a early morning flight she would like to switch to on the same day, how would you complete that change?
By modifying the components
100
Emily and Patrick want to change their travel dates 23 days before departure. The new package price is the same. What happens to their rate and are there any fees?
No change fee, passengers keep the same rates
100
ohn wants to change his destination 15 days before departure. The new destination is more expensive. He has the Worry Free Cancellation Waiver. What fees apply, and how does this affect his booking?
John loses his Worry Free Cancellation Waiver and pays difference in rate since new destination rates are higher
100
Angelo is travelling to Jamaica but has now decided to change his destination to Cancun, he had pre purchased extra leg room seats however there are no extra leg room seats available on the new flight, what should you advise ?
Advise Angelo you can refund his seat selection or book him in another seat and refund the difference in price
100
Patrick, Emily and their 7-year old son are traveling to VRA in 28 days. They want to change their destination to PUJ. Patrick and Emily's rates are higher, while the kid's rate is the exact same. What are you charging them?
Charge the difference in rates for Patrick and Emily; nothing for the kid as the rate is the same.
200
Alex would like to change his package from the Riu Republica to Royalton Bavaro, how would you process this change?
Rebook and cancel on the same file
200
Kevin and Stephan and Jay booked a room together but Stephan unfortunately has to cancel, 7 days before departure. They have no insurance. The new price per person is higher. What happens to their booking, and what fees apply?
Stephan loses 100% of his rate, Jay & Kevin get new double occupancy rates in which they will pay the difference because the new rate is higher.
200
Erin wants to change her flight time on the same departure date, 12 days before travel. She has no Worry Free insurance. What are the terms and conditions?
Unfortunately it's not possible
200
True or False updating the DOB for a child on a booking can effect the cost of their excursion?
True - some excursions offer different pricing based on age
200
Melanie is taking her 11-year old daughter to Mexico for her birthday. They decide to change hotels but unfortunately, there's no single parent room - they both pay the double rate. Melanie's rate is lower but her daughter's rate is higher. What are the applicable fees?
The difference in Melanie's rate would be refunded after adding the 100$ admin fee. Her daughter gets charged for the difference in her rate as it's higher.
300
Maddy is traveling to Jamaica but would now like to leave from Montreal instead of Toronto, how would you process this change?
Rebook and cancel on the same file
300
Kim and Ariel want to upgrade their room 22 days before departure. What are the terms and conditions and fees for this type of change?
If the new rate is lower, the difference is refunded after the 100$pp admin fee. If higher, the fee is waived, and the customer pays the difference. Direct customers towards MBP to do upgrade if hotel on list in KB - if not, modify component in TTS.
300
Emma purchased the Worry Free Plus cancellation waiver and wants to change her vacation dates 7 days prior to departure. What happens to her coverage after the change is made?
It is removed.
300
Pax 2 had to cancel 21+ days before departure but pax 1 and 3 decided to go anyway. This is the booking after the change was made. What's missing? 
Excursion component has to reflect new occupancy (1 adult + 1 child)
300
Sierra and Mark are calling in to add their 7-year old son to the booking. They are departing in 5 days. Is it possible and if so what's the procedure?
It is possible - all passengers would be paying the new rate based on the new occupancy. Regular T&C apply for rates - if their new rate is lower, the difference is refunded + 100$ admin fee. If higher, they pay the difference.
400
Andrew is going to Cuba for 7 days and would like to extend his vacation to stay for 10 days instead, how would you process this change?
Modify the components
400
John wants to change his destination 15 days before departure. The new destination is more expensive. He has the Worry Free Cancellation Waiver. What fees apply, and how does this affect his booking?
John loses his Worry Free Cancellation Waiver and pays difference in rate since new destination rates are higher.
400
Liam used his Worry Free cancellation waiver to modify his booking, but he's anticipating that he might want to make another change in the following weeks. Can he purchase the Worry Free cancellation waiver again?
No, the worry free cancellation waiver cannot be purchased a second time.
400
True or false adding a passenger to a booking can effect the cost of a private transfer ?
True- private transfers are priced per person
400
Anthony and Megan have to cancel their 12-year old daughter from their booking 38 days before departure. They don't have insurance. What's the procedure and what fees apply?
The 12-year old will pay applicable cancellation fees (50% refundable, 50% lost) and Anthony and Megan will pay today's double rate. Regular T&C apply for rates - if their new rate is lower, the difference is refunded + 100$ admin fee. If higher, they pay the difference.
500
Cory would like to upgrade his room to the Ocean view room, how would you proceed?
Direct Cory to MBP to use online room upgrade tool, if unavailable complete in TTS by modifying component
500
Erin wants to change her flight time on the same departure date, 12 days before travel. She has no Worry Free insurance. What are the terms and conditions?
This change is not possible
500
Noah changed his vacation dates using the Manulife Worry Free Plus Insurance plan. What is the procedure to ensure he gets his remaining coverage (medical, trip interruption, baggage)?
The insurance component stays on file, dates must be adjusted to match the new travel dates and a remark needs to be added on the face of the file indicating the Worry Free portion has been used.
500
All paxs have Manulife Worry Free insurance. Destination change was made on February 13th, 25 days prior to departure. Spot the mistake and advise how to fix it. 
There's still an excursion from the previous destination - it should be cancelled and refunded on original form of payment.
500
Dominic and Chloe want to add their 2 daughters to their room 40 days prior to departure. The agent modifies the package component, adds the children's ages, leaves everything else as is and gets a message from TTS saying ''no availability''. What is the main reason for this and what is the solution?
The room category they initially booked can't host 4 people and/or doesn't accept children. The solution would be to pick a different room category