Travel Wallet
2pts
2pts
SCENARIO 6: Removing an e-Card
Sofia mistakenly added a Compensation Voucher to her PAL e-Wallet that she intended to give to her friend. Now, she wants to remove it from her wallet.
Question:
What does the PAL e-Wallet policy say about removing added e-Cards?
Answer Choices:
A. It can be removed within 24 hours of adding.
B. It can only be removed by customer service.
C. Once added, a Dear PAL e-Card cannot be removed.
D. It can be removed only if it has not been partially redeemed.
C. Once added, a Dear PAL e-Card cannot be removed.
SCENARIO 6: Emergency Exit – Underage Passenger
A 14-year-old is assigned a seat in an emergency exit row.
Question:
What should you do?
Answer:
Passengers must be at least 15 years old for exit row seats. The seat must be changed, and the passenger may be reassigned to a comparable seat or offered a refund.
SCENARIO 6: Rerouting a Ticket
A passenger wants to reroute their ticket to a different destination.
Question:
Can the Prepaid Baggage be carried over?
Answer:
No. Prepaid Baggage is non-reroutable and non-transferable.
SCENARIO 6: Cheapest Fare Inquiry
A passenger is planning a one-way trip from Laoag to Honolulu, departing on May 4, 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 Laoag to Honolulu on May 4, 2025, including the booking class code, fare basis, and base fare amount?
Answer:
To assist the passenger:
1.Search fare display from Laoag (LAO) to Honolulu (HNL) on May 4 (correct route and dates) -2
2.Identify the lowest fare basis it should be combination of weekend (May4 - THOXTHI) -2
3.Identify the base fare amount USD838.00. -1
4.Identify the routing detail -1
5.Check the booking class code for LAOMNL and MNLLAX - T -1
6.Present the fare and restrictions (refund BEFORE DEP USD250 .5, AFTER DEP TICKET IN NON-REFUNDABLE .5, changes USD300 .5, and nuf USD125 .5 rules) -2
SCENARIO 7: Validity Retention
Emily has a PAL e-Gift Card that expires in three months. She adds it to her PAL e-Wallet, concerned that doing so might shorten its validity period.
Question:
What will happen to the validity of Emily’s e-Card after it’s added to her PAL e-Wallet?
Answer Choices:
A. The validity period will be reset to one year.
B. The e-Card will expire immediately upon loading.
C. The original validity of the e-Card will be retained.
D. It will extend by three additional months.
C. The original validity of the e-Card will be retained.
SCENARIO 7: Booking Deadline
A passenger wants to reserve Neighbor-Free seats 2 hours before departure.
Question:
Is this still possible?
Answer:
No. Requests must be made at least 4 hours before the scheduled departure time.
SCENARIO 7: Booking Without Route Change
A passenger rebooks the same route to a later date.
Question:
Can their Prepaid Baggage be retained?
Answer:
Yes. The Prepaid Baggage can be carried over to the new flight if the route remains the same and changes are made at least 4 hours before departure.
SCENARIO 7: Cheapest Fare Inquiry
A passenger is planning a round-trip journey from Manila to Da Nang, departing on May 16, 2025, and returning on May 19, 2025. They would like assistance in finding the most affordable fare option for the trip.
Question:
How would you assist this passenger in identifying the cheapest round-trip fare from Manila to Da Nang for travel dates May 16 to May 19, 2025, including the airline and booking class code?
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Da Nang (DAD) on May 16-19 (agent should advise pax, DAD flights will commence July1) -1
2. Passenger will ask the frequency of DAD flights – MNLDAD Tue, Thu, Sat (PR585 etd1110H eta1224H) DADMNL Tue, Thu, Sat (PR586 etd1335H eta1710H) - 2
3. Search fare display from Manila (MNL) to Da Nang (DAD) on July15-19 - 2
4.Identify the lowest fare basis it should be combination of weekend (O8TVN) -1
5.Identify the base fare amount USD99 -1
6.Present the fare and restrictions (validity 1MO .5 refund NON-REFUNDABLE .5, changes USD50 .5, and nuf USD75 .5 rules) -2
SCENARIO 8: Log-in Process
Jasper wants to log in to his PAL e-Wallet but doesn’t remember setting a password. He tries to access it using his email address.
Question:
What does Jasper need in order to log in?
Answer Choices:
A. His email and a 4-digit PIN code.
B. His registered mobile number and password.
C. His email address and a one-time verification code sent to his email.
D. His PAL Mabuhay Miles number and date of birth.
C. His email address and a one-time verification code sent to his email.
SCENARIO 8: Emergency Exit – Hearing Impaired Passenger
A hearing-impaired customer is seated in an emergency exit row.
Question:
Is this allowed?
Answer:
No. Passengers must be able to hear and understand verbal instructions in English. Reassign the passenger to another suitable seat.
SCENARIO 8: Flight on the Same Day
A passenger changes to an earlier flight on the same day.
Question:
Will their Prepaid Baggage still be valid?
Answer:
Yes. Prepaid Baggage may be accepted on the new flight if it's on the same day as the original booking.
SCENARIO 8: Cheapest Fare Inquiry
A passenger is planning a round-trip flight from Manila to Saskatoon via Vancouver, with departure on May 25, 2025, and return on August 25, 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 Canada.
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 Saskatoon (YXE) on the preferred dates (correct route and dates, carrier) -2.5
2.Identify the lowest fare basis is (25May- THWTCA-weekend) -1
3. Identify the route passes through YVR as a transit point. -1
4.Apply the preferred connecting airline—OA -1
5.Check the booking class code associated with OA (WS/G) -1
6.Present the fare and restrictions (validity 6MOS .5, refund before dep USD250 .5, after dep NON-REFUNDABLE .5, changes USD250 .5, and nuf USD150 .5 rules) -2.5
●
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 9: Partially Redeemed e-Cards
Chloe has a partially used Dear PAL Miles e-Card worth PHP 1,000. She tries to add it to her PAL e-Wallet, which is set in USD.
Question:
Will she be able to add this partially redeemed e-Card to her wallet?
Answer Choices:
A. Yes, it will automatically convert the remaining value.
B. No, partially redeemed e-Cards must match the wallet's currency.
C. Yes, if she provides proof of original e-Card purchase.
D. No, partially redeemed e-Cards cannot be added at all.
B. No, partially redeemed e-Cards must match the wallet's currency.
SCENARIO 9: Rebooking and Seat Transfer
A passenger rebooks their flight and wants to retain their paid Extra Legroom seat.
Question:
Can they keep the same seat?
Answer:
Yes, if the same seat category is available. If not, they may choose a lower category without refund or pay the difference for an upgrade.
SCENARIO 9: Weight Exceeds Paid Baggage
A passenger prepays for 20kg but checks in 25kg.
Question:
What charges apply?
Answer:
The excess 5kg will be charged at the standard excess baggage rate.
SCENARIO 9: Cheapest Fare Inquiry
A passenger is planning a round-trip flight from Manila to Ontario, USA via Vancouver, with departure on May 25, 2025, and return on August 25, 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 Canada.
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 Ontario (ONT) on the preferred dates (correct route and dates, carrier) -2.5
2.Identify the lowest fare basis and base fare amount (OHTUS USD797) -1
3. Provide the routing details (via and connecting flights MNL-PR-SEA-AS-ONT) -1
4. Provide the connecting airline—AS -1
5.Check the booking class code associated with OA (AS/G) -1
6.Present the fare and restrictions (validity 6MOS .5, refund before dep USD250 .5, after dep NON-REFUNDABLE .5, changes USD250 .5, and nuf USD150 .5 rules) -2.5
●
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 10: Business Account Creation
A travel agency wants to create a PAL e-Wallet for its operations to manage client bookings more efficiently.
Question:
Is this allowed under the PAL e-Wallet Terms and Conditions?
Answer Choices:
A. Yes, as long as the agency is a registered business.
B. No, only individuals can create a PAL e-Wallet.
C. Yes, if the account is linked to a business email.
D. No, but an individual can register on behalf of the agency.
B. No, only individuals can create a PAL e-Wallet.
SCENARIO 10: Payment Methods
A passenger wants to pay for Neighbor-Free using PayPal.
Question:
Is this allowed?
Answer:
No. Only credit cards (Visa, Mastercard, JCB, and Amex on select routes) are accepted.
SCENARIO 10: Business Class Upgrade
A passenger upgrades to Business Class after buying Prepaid Baggage.
Question:
Can they refund their Prepaid Baggage?
Answer:
No. The baggage will be carried over, but refund is not allowed for voluntary upgrades.
SCENARIO 10: Cheapest Fare Inquiry
A passenger is planning a one-way trip from Bangkok to Los Angeles via Manila, departing on May 25, 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 Bangkok to Los Angeles on May 25, 2025, including the booking class code, fare basis, and base fare amount?
Answer:
To assist the passenger:
1.Search fare display from Bangkok (BKK) to Los Angeles (LAX) on May 25 (correct route and dates) -2
2.Identify the lowest fare basis (May 25 - TOBTH) -1
3.Identify the base fare amount THB8085. -1
4.Identify the routing detail -1
5.Check the booking class code for BKKMNL and MNLLAX - T -1
6.Present the fare and restrictions (refund THB3000 .5, changes THB1650 .5, and nuf THB1750 .5 rules) -1.5
7.Identify the Mileage accrual – 50% 1
8. Brand Fare – Economy Saver -.5