Travel e-Wallet
2pts
2pts
SCENARIO 1: Duplicate Account Creation
James is a frequent flyer who accidentally created two PAL e-Wallet accounts using different email addresses. He wants to merge the two accounts so he can consolidate his Dear PAL e-Cards in one place.
Question:
What should James know about managing multiple PAL e-Wallet accounts?
Answer Choices:
A. James can request to merge the two accounts via customer support.
B. Duplicate accounts are not allowed, and merging is prohibited.
C. He can transfer e-Cards between the two accounts.
D. He can delete one of the accounts and move all balances to the other.
B. Duplicate accounts are not allowed, and merging is prohibited.
SCENARIO 1: Traveling with Infants
Scenario:
A passenger is traveling with an infant on their lap and a toddler.
Question:
Can they get complimentary seating?
Answer:
Yes, they qualify for complimentary seats but not in Emergency Exit or Forward seats due to safety restrictions.
SCENARIO 1: Maximum Allowable Weight
A domestic passenger wants to purchase 50kg of Prepaid Baggage.
Question:
Is this allowed?
Answer:
No. Only up to 40kg per person per sector is allowed for domestic routes, except for Basco and Busuanga which are limited to 10kg.
Scenario: Cheapest Fare Inquiry – 9pts
A passenger is planning a multi-city trip: flying from Manila to Los Angeles on May 15, 2025, and returning from San Francisco 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 San Francisco (SFO) start date: May 15 end date: May 20 (correct route and dates) -2
2.Search fare display from Manila (MNL) to Los Angeles (LAX) start date: May 15 end date: May 20 (correct route and dates) -2
3.Identify the lowest applicable economy class fare basis for MNLSFO (OHXTSFO) -1
4.Identify the lowest applicable economy class fare basis for MNLLAX (OHXTLAX) -1
5.Identify the base fare amount MNLSFO USD292.5 / LAXMNL USD316.5. -2
6.Present the fare and restrictions (refund non-refundable .5, change fee USD300 .25 and nuf USD125 .25 rules) -1
SCENARIO 2: Currency Mismatch During Loading
Liza has a Dear PAL e-Gift Card in USD. She creates her PAL e-Wallet and selects PHP as her preferred currency. She wants to load her USD e-Gift Card into her PHP wallet.
Question:
What will happen when Liza adds the e-Card to her wallet?
Answer Choices:
A. The e-Card will be rejected due to currency mismatch.
B. The card will be converted to PHP using the xe.com rate at the time of loading.
C. The e-Card will retain its USD value in the PHP wallet.
D. Liza can change the wallet currency to USD after adding the card.
B. The card will be converted to PHP using the xe.com rate at the time of loading.
SCENARIO 2: Eligibility Restrictions
A passenger who booked wheelchair assistance wants to reserve Neighbor-Free seats.
Question:
Can they avail of myPAL Seat Select Neighbor-Free?
Answer:
No. Passengers with pre-arranged special service requests (e.g., wheelchair, medical needs) are not eligible for Neighbor-Free.
SCENARIO 2: Refund for Unused Baggage
A passenger prepays for 20kg but checks in only 12kg.
Question:
Can they get a refund for the unused 8kg?
Answer:
No. Refunds for the unused portion of Prepaid Baggage are not permitted.
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 Los Angeles 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 Los Angeles 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 LAX 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 3: Using e-Cards for Others
Carlos added a Corporate e-Gift Card to his PAL e-Wallet. He wants to use it to pay for a PAL ticket for his best friend, who is not the wallet owner.
Question:
Is this allowed based on PAL e-Wallet rules?
Answer Choices:
A. No, e-Cards in the wallet can only be used by the wallet owner.
B. Yes, he can pay for another person’s ticket using his PAL e-Wallet.
C. Only Corporate e-Gift Cards can be used for others.
D. Only Compensation Vouchers can be used for third parties.
B. Yes, he can pay for another person’s ticket using his PAL e-Wallet.
SCENARIO 3: Seat Payment and Class Upgrade
A passenger who paid for a seat upgrades to Business Class.
Question:
Can they get a refund for the myPAL Seat Select fee?
Answer:
No, the seat payment is non-refundable once the passenger voluntarily upgrades to Business or Premium Economy class.
SCENARIO 3: Upgrading Prepaid Baggage
A passenger bought 20kg Prepaid Baggage but wants to upgrade to 30kg.
Question:
Is this possible?
Answer:
Yes, upgrades are allowed up to 40kg per person per sector. The rate difference must be paid at least 4 hours before departure via PAL Ticket Offices or Contact Center.
Scenario:
Mr. Atienza is planning a round-trip journey from Manila to Norfolk, USA departing on the third Friday of June and returning on the first Monday of September. He 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 Norfolk 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 Norfolk (ORF) 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 -1, refund NON-REFUNDABLE .5, changes USD300, and nuf USD125 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 4: Travel Credits Ownership
Anna received Travel Credits under her name after canceling a flight. She attempts to add these credits to her husband’s PAL e-Wallet.
Question:
Will this action be successful?
Answer Choices:
A. Yes, as long as they share the same household.
B. Yes, if the email used is the same as the original booking.
C. No, Travel Credits can only be added if the name matches the wallet holder.
D. Yes, but only through a special approval process.
C. No, Travel Credits can only be added if the name matches the wallet holder.
SCENARIO 4: Cost of Neighbor-Free Option
A passenger wants to know the fixed rate for reserving Neighbor-Free seats to Domestic flights.
Question:
Is there a standard price?
Answer:
No. The rates vary per route and sector.
SCENARIO 4: Flight Disruption and Refunds
A flight is cancelled and the passenger decides not to rebook.
Question:
Can they refund their Prepaid Baggage?
Answer:
Yes. In the case of flight disruption or cancellation, the full Prepaid Baggage fee is refundable. Normal refund procedures apply.
Scenario:
A passenger planning a trip from Manila to Nashville is looking for the most affordable fare option. They specifically ask for the lowest available booking class code, the airline offering the fare, and prefer to route through Los Angeles (LAX). The intended departure date is June 20.
Question:
How would you assist this passenger in identifying the cheapest fare, booking class code, and airline for a flight from Manila to Nashville via Los Angeles on June 20?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Nashville (BNA) on June 20 (correct route and dates) -2
2.Identify the lowest fare basis it should be combination of weekend (June 20 - UHOWTUS) -2
3. Identify the route passes through LAX 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 (refund TICKET IN NON-REFUNDABLE, changes USD300, and nuf USD125 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 5: Changing Wallet Currency
Miguel created his PAL e-Wallet and selected USD as his preferred currency. A few days later, he realizes that most of his e-Cards are in PHP and wants to change the wallet currency.
Question:
Can Miguel change his wallet currency?
Answer Choices:
A. Yes, once every 30 days.
B. No, wallet currency cannot be changed once selected.
C. Yes, but only after he redeems all balances.
D. No, but he can create a second wallet in PHP.
B. No, wallet currency cannot be changed once selected.
SCENARIO 5: Purchasing After Booking
A passenger already booked their ticket but wants to upgrade to Extra Legroom.
Question:
How can they do this?
Answer:
They may purchase Extra Legroom seats via the PAL website, Reservations Hotline, or during online or airport check-in, depending on availability.
SCENARIO 5: No Show Penalty
A passenger fails to show up for their flight.
Question:
Can they refund or reuse their Prepaid Baggage?
Answer:
No. Prepaid Baggage will be forfeited in case of a no-show.
Scenario:
A passenger is planning a one-way trip from Cebu to Los Angeles, departing on May 16, 2025. They specifically want to know the lowest fare applicable for that date.
Question:
How would you assist this passenger in identifying the cheapest one-way fare from Cebu to Los Angeles on May 16, 2025, including the booking class code, fare basis, and base fare amount?
Answer:
To assist the passenger:
1.Search fare display from Cebu (CEB) to Los Angeles (LAX) on May 16 (correct route and dates) -2
2.Identify the lowest fare basis it should be combination of weekend (May 16 - UHOWTUS) -2
3.Identify the base fare amount USD554.00. -1
4.Identify the routing detail -1
5.Check the booking class code for CEBMNL and MNLLAX - U -1
6.Present the fare and restrictions (refund TICKET IN NON-REFUNDABLE .5, changes USD300 .5, and nuf USD125 .5 rules) -1.5
7.Identify the Mileage accrual – 10% .5