Review

Flight Exchange

100

What is a flight exchange?

Customer chooses to change original ticket. Voluntary and must be completed before the departure of the flight.

200

What is an Air Schedule Change?

Involuntary and can result from flight delays, departure time changes, cancellations, and misconnect.

300

Is a flight exchange S-case an inquiry or submit?

Submit

400

If you receive an invoice or bill from the airline, what did you receive?

Debit memo

500

List the steps of Flight Exchange.

1. Verify/Voyager Flights

2.Select flight/person (Fare rules)

3. Search for new flight

4. Click even or price

5. Charge Customer

6. Create S-case

Acronyms

100

What is PNR?

Personal Name Record

200

What is the acronym for Pseudo City?

PCC

300

What is the acronym for Adult?

ADT

400

What is ETR?

Electronic Ticket Record

500

What is GDS?

Global Distribution System

Hotels

100

What is a hotel?

A dwelling in which one stays while traveling.

200

List the hotel types

Brand Rate/ESR, Unpublished, Hotel Collect,3PI, Split Rate, HomeAway

300

Changes cannot be made to which itineraries?

Opaque, HomeAway, and 3PI

400

What is the correct agent response if before check in the customer wants to remove nights at the end of their stay? What Eureka article?

"Our system isn’t allowing me to make this change. Normally in this situation, I could cancel your reservation and make a new booking for the shorter stay....."

26438

500

What is the proper response to customers who think they are calling a hotel?

"You have reached the Customer Service for [brand name: Expedia.com, Hotels.com, and so on]. I would be happy to help you with whatever you need. Do you have an existing booking with the [hotel name]? If so, may I have the itinerary number please?"

Call Flow

100

What is the KEY in the first step of the call flow?

Be courteous & professional

200

Which call flow step includes WINS?

Discovery

300

When do you implement the call flow?

The beginning of the call LOL

400

List the five keys of each call flow process.

1. Courteous and Professional

2. Own Issue from start to finish

3. Exceed Expectation/Brand Loyalty

4. Do the right thing

5. Build lasting relationships

500

What are the steps of call flow BACKWARDS from finish to start?

Close effectively, Address Concerns, Tailor Solution, Discovery, Greeting

Airfare Types

100

A "split ticket" is also known as

(2 possible answers)

COWF and/or COWF + LCC

200

Expedia is the Merchant of Record for this Airfare Type?

Merchant

300

Opaque fares are also known as..

Bargain fares

400

Branded fares with extra features are called

Family fare tickets

500

These are also handled as merchant airfares and their transactions must be done in Voyager and you cannot process changes that are restricted by fare rules

FlexMor