CUSTOMER OBSESSION
3pts
3pts
Scenario:
A passenger's flight was cancelled due to bad weather. They are frustrated and want to be rebooked immediately, but most flights are fully booked.
Question:
How would you handle this situation to ensure the customer feels supported and valued, even if you can't immediately find a suitable flight?
Answer:
1. Show Empathy and Acknowledge Their Frustration
"I truly understand how stressful and frustrating this situation must be, especially after the inconvenience of a cancellation. I’m really sorry that this happened, and I want to assure you that I’ll do my best to help you."
2. Set Realistic Expectations Transparently
"Due to the weather conditions, many flights have been affected and rebooking options are limited at the moment. However, let’s look at all possible alternatives so we can get you moving as soon as we can."
approach must balance empathy, clarity, and proactive service.
Customer Inquiry:
A passenger calls and wants to use both a PAL e-Wallet and a PAL e-Gift Card to pay for a PAL ticket. The currencies of the two are different.
Question:
Can the passenger combine their PAL e-Wallet and PAL e-Gift Card with different currencies to pay for one ticket?
Answer:
No, the PAL e-Wallet may only be combined with a PAL e-Card if both have the same currency as the quoted ticket price. Currency mismatch is not allowed in combined payments.
Which of the following name corrections can be made without a fee?
a. Transposition of names (e.g., MARIARAMIREZ/GONZALESMS to GONZALES/MARIARAMIREZMS)
b. Correction from DELACRUZ/MIGUEL MR to DE LA CRUZ/MIGUEL MR
c. Adding a suffix (e.g., JR)
d. Correcting a nickname to full name
✔️ Correct Answer: A
“Hi, I’m planning to travel from Manila to Las Vegas, but I’d like to stop over in Seattle for a few days. Can you give me the available fares and options for departure on July 15 and return around August 15?”
She wants to know:
1. How much is the fare? (excluding taxes)
2. What Fare Basis will be used?
3. How long she can stay in Seattle. Whether the stopover will affect the fare
4. What will be the flight itinerary?
5. What airlines/carriers to be used?
6. What booking class codes to be used
7. What are the fare rules of the following:
validity of the ticket
rebooking/no show restrictions
refund restrictions
She wants to know:
•How much is the fare (excluding taxes) USD947.00 -1
•What Fare Basis will be used? – UHTUS -1
•How long she can stay in Seattle? Whether the stopover will affect the fare UNLIMITED FREE STOPOVERS PERMITTED ON THE PRICING UNIT. -1
•What will be the flight itinerary? MNL-PR-SEA-AS-LAS -1
•What airlines/carriers to be used? PR/AS -2
•What booking class codes to be used – U/G -2
•What are the fare rules of the following:
validity of the ticket – 3MOS after departure -.5
rebooking/no show restrictions USD300.00/USD150.00 -1
refund restrictions NON-REF -.5
Scenario:
A frequent flyer (Mabuhay Miles Elite) contacts you via chat, upset that they were charged for a seat selection despite their status entitling them to free seats.
Question:
What steps would you take to address their concern, and how would you reinforce their value as a loyal customer?
Answer:
1. Acknowledge the Issue and Express Empathy
"I’m really sorry to hear about the unexpected charge, and I completely understand your concern. “
2. Verify and Investigate the Transaction
"Let me quickly check your booking details and status to verify what happened. May I have your booking reference or flight number so I can look into this right away?"
•Confirm their Elite status.
•Check if the flight was eligible for complimentary seat selection.
•Review the timeline of the booking and seat assignment.
"Thank you for waiting. You’re absolutely right — this should have been complimentary. I’ve initiated a refund for the seat selection fee, and you’ll receive confirmation shortly."
Respond with empathy, efficiency, and recognition of their loyalty.
Customer Inquiry:
A customer wants to use PAL e-Wallet to pay for tickets and travel insurance.
Question:
Is this possible?
Answer:
No. PAL e-Wallet cannot be used to purchase:
•Travel Insurance
•myPAL Upgrade
•Industry or Agent Discounted Tickets
•PAL e-Cards
Tip: Advise customers to use a credit card or other accepted FOP for restricted items.
True or False:
A name change fee is required for correcting truncated names due to system limitations, even with supporting documents.
✔️ Correct Answer: False (No fee is required; SSR CKIN, SSR OTHS, OSI remarks should be added to the PNR.)
Ms. Ramirez is planning a trip from Manila (MNL) to Miami, Florida (MIA) with a stopover in San Francisco (SFO). She plans to depart on August 3, 2025, and return on December 3, 2025.
She is calling to inquire about the fare and fare rules,. She also wants to confirm whether the stopover in San Francisco will have any impact on the fare.
Passenger Questions:
1. What is the total fare, excluding taxes?
2. What is the fare basis code?
3. What are the fare restrictions, including:
Ticket validity
Rebooking or no-show penalties
Refund rules
4. Are stopovers permitted, and will the stopover in SFO affect the fare?
5. Which airlines/carriers will be used?
6. What are the booking class codes for this itinerary?
7. Can you provide the routing detail from MNL to MIA via SFO?
Answer:
1. What is the total fare, excluding taxes? -1
2. What is the fare basis code? -1
3. What are the fare restrictions, including:
Ticket validity -.5
Rebooking or no-show penalties -1
Refund rules .5
4. Are stopovers permitted, and will the stopover in SFO affect the fare? -1
5. Which airlines/carriers will be used? -2
6. What are the booking class codes for this itinerary? -2
7. Can you provide a the routing detail from MNL to MIA via SFO? -1
Scenario:
A first-time international traveler is asking multiple basic questions about baggage allowance, check-in times, and e-tickets. They’re nervous and unsure of the process.
Question:
How would you handle this chat to make the customer feel confident and cared for, despite the volume of questions?
Answer:
1. Acknowledge and Reassure Early
"Thank you for reaching out! Traveling internationally for the first time can feel overwhelming, but I’m here to help every step of the way. There’s no such thing as too many questions—ask away!"
2. Answer Questions Clearly and Step-by-Step
Break down your responses into manageable, friendly explanations. For example:
•Baggage Allowance:
"For your flight, you’re allowed [X kg] of checked baggage and [X kg] of hand-carry. I can check your exact allowance if you share your booking reference."
•Check-in Time:
"We recommend arriving at the airport at least 3 hours before your departure time to allow for check-in, security, and immigration."
•E-Tickets:
"Your e-ticket is your travel document. You don’t need to print it — just show it on your phone or provide the booking reference at check-in.“
3. Provide Helpful Extras
•Offer links to FAQs, baggage guidelines, or airport maps.
Customer Inquiry:
The passenger wants to use their PAL e-Wallet for an award ticket and asks if it’s possible.
Question:
Can a PAL e-Wallet be used to pay for an award ticket through the Contact Center?
Answer:
Yes, PAL e-Wallet can be used for award ticket transactions, but only via the Ticket Office or Contact Center, not through the website or mobile app.
Which of the following changes requires a name change fee of PHP1,000 or USD25 (or country equivalent)?
a. Transposition of names
b. Addition or deletion of 1–3 characters in the first name or surname
c. Change of title/gender
d. Correction of maiden name due to marriage
✔️ Correct Answer: B,C, and D
Mr. Cruz is planning to travel from Manila (MNL) to Auckland, New Zealand (AKL) on July 29, 2025. He is chatting with an agent to inquire about the fare details (excluding taxes) and fare conditions.
Passenger Questions:
What is the total fare from Manila to Auckland on June 29?
What is the fare excluding taxes?
What is the fare basis code?
What are the fare rules, specifically:
Ticket validity
Rebooking and no-show penalties
Refund policy
Which airline(s) will operate the flight?
What booking class code will be used?
Is there a layover or connecting flight? If so, where?
Can you provide the routing detail for this route?
Answer:
Passenger Questions:
What is the fare excluding taxes? USD333.00 -1
What is the fare basis code? OONTAU -1
What are the fare rules, specifically:
Ticket validity - .5
Rebooking and no-show penalties - 1
Refund policy - .5
Which airline(s) will operate the flight? PR(O)/VA (T)/QF(O)/NZ(L) (choose the cheapest – all airlines) - 2
What booking class code will be used? PR(O)/VA (T)/QF(O)/NZ(L) -2
Is there a layover or connecting flight? If so, where? SYD or MEL -1
Can you provide the routing detail for this route? -1
MNL-PR-SYD-VA/QF/NZ-AKL
MNL-PR-MEL-VA/QF/NZ-AKL
Scenario:
A customer missed their flight due to an unforeseen event. They demand a free rebooking, but policy states it’s non-refundable and non-changeable.
Question:
How would you handle this interaction in a way that shows empathy, reinforces trust, and tries to find a solution within policy?
Answer:
1. Acknowledge and Empathize
"I'm really sorry to hear that you missed your flight — I understand how stressful and disappointing that must be. Travel plans can go off track sometimes, and I’m here to support you as best I can.“
2. Explain the Policy Clearly and Respectfully
"I’ve checked the fare rules on your ticket, and it’s under a non-changeable and non-refundable fare type, which means we aren’t able to offer a free rebooking under the current terms. I know that’s not the news you were hoping for, and I truly wish I had more flexibility."
3. Offer What You Can Do Within Policy
"That said, let me explore what options might still be available for you
•Check for rebooking with a penalty or fee/PAL e-wallet if applicable
•Look into compassionate exceptions if warranted and supported by documentation.
•Suggest a waitlist or standby seat on a later flight if the airline allows it.
Show empathy, clearly explain the policy, and look for alternative ways to assist while maintaining trust.
Customer Inquiry:
“My PAL e-Wallet is in PHP, but the ticket I want to buy is quoted in USD. How will that work?”
Question:
What happens if the PAL e-Wallet currency is different from the ticket's quoted currency?
Answer:
The PAL e-Wallet amount will be converted to the currency of the ticket using the xe.com exchange rate at the time of purchase (updated daily at 12:05 AM UTC).
A customer booked a ticket under “CHUA/JAMES MR” but their passport shows “CHUA/JAMES JR MR.” DOB is present in the PNR and matches the passport. What should you do?
a. Advise the customer no changes can be made.
b. Collect a USD25 name change fee and update the name with supporting documents.
c. Rebook the ticket and issue a new one.
d. Waive the fee due to system limitations.
✔️ Answer: B
Ms. Srabutapakorn has an existing confirmed booking from Los Angeles (LAX) to Bangkok (BKK) on July 30, 2025. She called the contact center to ask if she can change her flight to a later date due to a change in her travel plans. She is considering traveling on July 15 instead.
She wants to know the following:
1. Is it allowed to make changes to her booking?
2. What are the penalties or fees for rebooking?
3. If she decides not to travel at all, is the ticket refundable?
4. What is the Fare Brand/Brand Fare of the ticket?
5. What is the validity of the ticket?
6. Until when can the passenger use the LAXBKK? Give the exact date.
7. What is the baggage allowance of the passenger for LAXMNL and MNLBKK ?
SEE SCREENSHOT OF TICKET
She wants to know the following:
1. Is it allowed to make changes to her booking? Yes -1
2. What are the penalties or fees for rebooking? Change fee THB1650, No Show THB1750 -2
3. If she decides not to travel at all, is the ticket refundable? Refund Fee THB3000, No Show THB1750 -2
4. What is the Fare Brand/Brand Fare of the ticket? Economy Saver Fares -1
5. What is the validity of the ticket? 6mos -1
6. Until when can the passenger use the LAXBKK? Give the exact date – 14November -1
7. What is the baggage allowance of the passenger for LAXMNL and MNLBKK ? 2pc -2
Scenario:
A customer booked tickets for their family but accidentally typed the wrong surname for one passenger. They’re worried about being denied boarding.
Question:
What would you do to reassure the customer and resolve the issue while demonstrating a strong sense of ownership and urgency?
Answer:
1. Acknowledge and Reassure
"Thank you for letting us know right away. I understand how concerning this must be, especially when traveling with family. Don’t worry — I’m here to help and we’ll work on getting this resolved as quickly as possible.“
2. Take Immediate Ownership
"Let me take full ownership of this and check the booking now so we can determine the best course of action. May I please have the booking reference and the correct spelling of the passenger’s name?"
3. Assess the Error and Airline Policy
•Check the extent of the error
•Refer to the airline's name correction policy
•If a reissue is needed, explain the process and any applicable fees, if any.
4. Provide a Clear Resolution Path
"This looks like it may need a name correction request or a ticket reissuance, depending on the airline rules.
5. Reassure Until Resolution Is Final
Customer Inquiry:
“I added a PAL e-Gift Card to my PAL e-Wallet a few months ago. Can I still use it even if the original e-Card validity has passed?”
Question:
What happens to the e-Card’s validity after it is added to the PAL e-Wallet?
Answer:
The original validity of the PAL e-Card is retained even after it is added to the PAL e-Wallet. If it has expired, it can no longer be used.
True or False:
Duplicate tickets may be refunded without a service fee if the new booking has the same flight details and the passenger’s date of birth matches.
✔️ Answer: True
Ms. Clarissa Salvador has a confirmed ticket all the way back to Saigon.
Due to a change in personal plans, Ms. Salvador is requesting to rebook her entire itinerary to a later date. She is still finalizing her new travel dates but wants to know in advance the conditions for rebooking.
Passenger Questions:
1. Is it allowed to make changes to her booking?
2. What are the penalties or fees for rebooking?
3. If she decides not to travel at all, is the ticket refundable?
4. What is the Fare Brand/Brand Fare of the ticket?
5. What is the validity of the ticket?
6. Until when can the passenger use the entire ticket? Give the exact date
7. What is the baggage allowance of the passenger for MNLYVR, YVRMNL and MNLSGN ?
SEE SCREENSHOT OF THE TICKET
To assist the passenger:
Passenger Questions:
1. Is it allowed to make changes to her booking? Yes. -1
2. What are the penalties or fees for rebooking? Change fee VND1191000 and No-Show fee VND1705000 -2
3. If she decides not to travel at all, is the ticket refundable? NO -1
4. What is the Fare Brand/Brand Fare of the ticket? Economy Supersaver -1
5. What is the validity of the ticket? 12mos -1
6. Until when can the passenger use the entire ticket? Give the exact date 05June2026 -1
7. What is the baggage allowance of the passenger for MNLYVR, YVRMNL and MNLSGN ? 2pc -3