CUSTOMER OBSESSION
3pts
3pts
Scenario:
A passenger is on a layover and learns via chat that their connecting flight has been delayed by several hours. They’re worried about hotel accommodation and onward plans.
Question:
How would you show customer obsession in this situation, even if hotel accommodations are not guaranteed by policy?
Answer:
1. Acknowledge Their Situation with Empathy
"I completely understand how frustrating and exhausting this delay must be, especially during a layover. I’m really sorry this has disrupted your plans — let me do everything I can to assist you right now.“
2. Take Ownership and Reassure
"I’ll stay on this with you. Let me first check the latest status of your connecting flight and review what options are available for your situation.“
3. Explain the Policy Transparently — With Compassion
“I’ll explore all possible options that can help make this layover more manageable.“
4. Go the Extra Mile Within Policy
•Offer alternatives: Suggest airport lounge access (if available), meal vouchers
•Proactively assist: Suggest rebooking options for onward flights
Showing empathy, taking ownership, and doing everything possible to support the passenger
Customer Inquiry:
“I want to use my PAL e-Wallet plus my credit card to pay for a ticket. Is that allowed?”
Question:
Can a customer use PAL e-Wallet and a credit card as combined forms of payment?
Answer:
Yes, a PAL e-Wallet can be combined with one other acceptable form of payment—
However, Contact Center can't accept multiple FOPs.
For international tickets, how much is the name change fee for a correction like RAMOS/LOUIE MR to RAMOS/LOUIS MR?
a. PHP1,000
b. USD25
c. Free of charge
d. Depends on the ticket class
✔️ Answer: B
Mr. Santos, a frequent flyer, calls the contact center to inquire about any available Economy Class promo fares for his upcoming trip.
He plans to depart from Manila to New York on August 10 and return on September 20. He mentions that he's flexible by a day or two and prefers flying with Philippine Airlines.
He emphasizes that he is looking for the best possible deal in Economy Class.
•Route: Manila to New York -- MNLJFKMNL 1
•Travel dates: August 10 to September 20 – 2
•Cabin: Economy Class -1
•Fare preference: Promo fare or lowest possible fare -1
•Flexibility: +/- 1 day – Aug 12-Sep 21 or Aug 9-Sep 19 – 2
•Fare Basis depends on availability: THXTNY and THWTNY or VHXTNY and THXTNY -2
•Total Amount including taxes: PHP86300.00 or PHP103,852.00 -1
Scenario:
A customer booked a ticket but requests a refund due to a family emergency or death in the family. The ticket is non-refundable.
Question:
How would you approach this situation with compassion and care, even if the system limitations are clear?
Answer:
1. Express Sincere Compassion First
"I’m so sorry to hear about your loss. Please accept our deepest condolences during this difficult time. I truly understand how challenging it must be to deal with travel concerns while facing a family emergency."
2. Acknowledge the Request and Take Ownership
"Let me take care of this for you and see what can be done. I’ll review the booking details right now and check if there’s any flexibility, even though the ticket is listed as non-refundable.“
3. Explain the Policy with Care
"The fare rules for your ticket indicate that it’s non-refundable, which means a full refund isn’t guaranteed under normal circumstances. However, we do take special cases like yours seriously and I’d like to see if an exception or partial refund can be requested on compassionate grounds.“
4. Offer to Escalate or Explore Exception Handling
"If you're comfortable, you may submit supporting documents like a death certificate or hospital record. I can escalate your case to our customer care or refund team for review. While I can't promise the outcome, I will personally ensure your request is given proper attention.“
5. Stay Compassionate and Supportive
"I understand this may not be the resolution you were hoping for right now, but please know I’m doing everything I can within the system to support you. If there’s anything else I can do to make this easier, please don’t hesitate to ask.“
While system limitations exist, how you communicate, empathize, and support makes all the difference.
Customer Inquiry:
“I have a partially used Miles e-Card. Can I still add it to my PAL e-Wallet?”
Question:
What is required for a partially redeemed e-Card to be added to the PAL e-Wallet?
Answer:
A partially redeemed e-Card can only be added if the currency of the e-Card matches the PAL e-Wallet’s currency.
A passenger insists on correcting their name from “MIKE” to “MICHAEL,” which is their full name on the passport. Their date of birth is recorded in the PNR. What would you need to validate the change, and what fee applies?
✔️ Answer:
This falls under correcting a shortened or nickname to full name, which is allowed with a name change fee of USD 25 (or local equivalent).
As per policy: “To correct nickname/initials to given name... if DOB is present in the PNR and supporting documents match, collect name change fee of USD25.”
Scenario:
Mr. Navarro is planning a trip from Manila to Boston, Massachusetts, to attend a medical conference. This will be his first time flying to the East Coast of the United States, and he is unfamiliar with long-haul international bookings. He wants to know the estimated fare, the steps involved in booking, and which airline offers the cheapest option to Boston—excluding Alaska Airlines.
Question:
How would you assist this passenger in identifying the cheapest round-trip fare from Manila to Boston, Massachusetts for travel dates August 15 -31, 2025?
Answer:
•Route: Manila to Boston -- MNL-LAX/SFO-AA-BOS - 1
•Travel dates: August 15-31 – 2
•Cabin: Economy Class -1
•Airline: AA – 1
•BCC for PR and AA: U/Q - 2
•Fare preference: Promo fare or lowest fare amount USD968/918 (half of each fare) -1
•Fare Basis depends on availability: UHWTUSI1 and UHXTUSI1 -2
Scenario:
A customer tried to book online but was charged twice due to a website glitch. They’re worried and frustrated, and funds are held on their credit card.
Question:
What steps would you take to show you understand their frustration and regain their trust in the airline?
Answer:
1. Express Genuine Empathy and Acknowledge the Issue
"I’m really sorry to hear that you were charged twice — I completely understand how worrying and frustrating that must be, especially when your funds are being held unexpectedly. Thank you for reaching out right away so we can resolve this for you.“
2. Reassure and Take Ownership
"Please don’t worry — I’ll take full ownership of this and make sure we get this sorted out. Let me check your transaction details and booking record now to confirm what happened."
3. Confirm the Charges and Explain the Process Clearly
•If it’s a duplicate hold (not a posted charge)
•If both charges posted
•
4. Keep the Customer Informed and Involved
"You’ll receive an update once the refund is processed, typically within [X] business days.
5. Rebuild Trust Through Service
"We truly value your trust, and I’m sorry again for the inconvenience this glitch caused. I’ll also share this feedback with our web support team so we can prevent this from happening to others.
Customer Inquiry:
“My ticket was reissued and paid using PAL e-Wallet. Now I need to cancel it. Can I get a refund?”
Question:
If a reissued ticket was paid using PAL e-Wallet and is eligible for refund, how is the refund processed?
Answer:
The refund will be credited back only to the PAL e-Wallet. It will retain the original e-Card’s validity and cannot be refunded in cash or credit.
A ticket was issued as SANTILLANJR/DENNISMR, but the passenger requests to change it to SANTILLAN/DENNIS JR MR, stating that the suffix was misplaced.
Question:
What steps should you take, and is there a fee?
✔️ Answer:
This case involves a transposition of the passenger’s name, where all name elements are present but in the incorrect order (e.g., suffix "JR" is placed incorrectly within the name string).
No fee applies — name transpositions (e.g., suffix misplaced but all parts included) are allowed without a fee as long as the names are complete and supported by identification.
Scenario:
Ms. Reyes is planning a leisure trip to Madrid, Spain next month. She is aware that Philippine Airlines does not operate direct flights to Madrid and wants to understand how she can still fly using PAL. She is fine with connecting flights as long as they are safe, reputable, and ideally within PAL’s network.
Question:
How would you assist the passenger in locating the lowest applicable round-trip fare to Madrid for travel on August 10-18, including details such as the airline, booking class codes, and routing options via PAL and its partners
Answer:
To assist the passenger:
1.Search fare display from Manila (MNL) to Madrid (MAD) on the preferred dates (correct route and dates, carrier) -2.5
2. Routing Guide – MNL-PR-DOH-QR-MAD -1
3.Identify the lowest fare basis UQRTEUI -1
4. Identify the route passes through DOH as a transit point. -1
5.Apply the preferred connecting airline—QR -1
6.Check the booking class code associated with OA (QR/O) -1
7.Present the fare and restrictions (validity 6MOS .5, refund NON-REFUNDABLE .5, changes USD125 .5, and nuf USD250 .5 rules) -2
8. Can we allow Stopover in Doha? – Yes - .5
Scenario:
A customer accidentally booked the same flight twice and only realized it after receiving two confirmation emails. They’re asking for a refund for one of the bookings, saying it was clearly a mistake.
Question:
How would you respond with empathy and accountability to a customer who accidentally booked the same flight twice and is now requesting a refund for one of the duplicate tickets? How would you balance policy limitations with the need to make the customer feel heard, understood, and supported?
Answer:
1. Respond with Compassion and Understanding
"Thank you for reaching out. I completely understand how this could happen — with how fast-paced online booking can be, it’s easy to overlook duplicate confirmations. I’m really sorry for the confusion and the stress this may have caused.“
2. Take Ownership and Act Quickly
"Let me take full ownership of this and review both bookings right away. I’ll check the details to see if we can process a refund or apply any exceptions for the duplicate.“
3. Clearly Explain the Policy — With a Human Touch
"Based on our policy, duplicate bookings are usually non-refundable once ticketed. However, given the circumstances and that this was an unintentional mistake, I’m escalating your case for a goodwill review. We’ll do our best to support you.“
4. Offer Solutions or Next Steps
•If eligible for a refund
•If not eligible, but alternatives exist
It’s important to approach the interaction with empathy, understanding, and a clear sense of ownership — even when policy may be strict.
Customer Inquiry:
“I have Travel Credits. Can I add them to my PAL e-Wallet?”
Question:
Under what condition can Travel Credits be added to a PAL e-Wallet?
Answer:
Travel Credits can only be added if the Travel Credit holder's name matches the name on the PAL e-Wallet account.
The passenger’s name is entered as FERNANDEZ/CARL MR, but the passport shows FERNANDEZ/CARLOS MR. The DOB in the PNR matches the ID.
Is this correction allowed, and what fee applies?
✅ Answer:
Yes, the correction is allowed.
💰 What Fee Applies?
A name correction fee of USD 25 (or local equivalent) applies since it involves:
•A change from a nickname to the full given name, and
•DOB is present and matches the document
Apply CHANGE FEE if DOB is not present in the PNR
Ms. Cruz wants to visit relatives in Halifax, Canada via Vancouver departing on August 5 and staying for 1 month. She understands the destination is far and likely requires multiple connections. She asks how she can fly to Halifax using Philippine Airlines, what routes are available.
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:
•Route: Manila to Halifax -- MNL-YTO/YYZ/SFO/LAX/YVR-AC-YHZ - 1
•Travel dates: August 5-September 5 – 2
•Difference of THXTTO and THXTCAW (W is for West Jet) -1
•Airline: AC – 1
•BCC for PR and AC: T/Q - 2
•Fare preference: Promo fare or lowest fare amount USD1463.00/1513.00 (half of each fare) -1
•Fare Basis depends on availability: THXTTO and THWTTO -2
Scenario:
A passenger contacts you after arriving at their destination. They had paid for a specific seat in advance, but during check-in, they were reassigned to a different seat without explanation.
Question:
“How would you respond with empathy, take ownership, and work to restore their trust in the airline?"
Answer:
1. Respond with Empathy and Acknowledge Their Experience
"I truly understand how upsetting it must have been to pay for a specific seat and not receive it, especially without any explanation. I'm really sorry this happened — it’s not the experience we want our passengers to have, and I appreciate you reaching out to let us know.“
2. Take Ownership and Investigate the Issue
"Let me take full responsibility for looking into this. I’ll review your booking details and check what happened during the check-in process that led to the seat reassignment. Your comfort matters, and I want to make sure we get to the bottom of this."
3. Explain Transparently and Offer a Resolution
•If the reassignment was due to operational or safety reasons:
"It appears your seat was changed due to an operational requirement — sometimes aircraft changes or safety regulations lead to last-minute reassignments. That said, you absolutely should have been notified and offered an explanation."
"While I can’t change what happened, I’ve requested a refund for the seat fee you paid, and I’d also like to offer a goodwill gesture to thank you for your patience and loyalty. You’ll receive an email confirmation shortly.“
4. Rebuild Trust and Reaffirm Their Value
"We truly value you as our customer, and I want to assure you that your feedback helps us improve. I’ve also shared this with our airport and seating teams so we can prevent similar experiences for others. Thank you for giving us the opportunity to make this right."
Approach the situation with empathy, accountability, and a clear commitment to restoring their trust in the airline.
Customer Inquiry:
“My flight was canceled and I paid using PAL e-Wallet. What happens to my money?”
Question:
If a ticket fully paid with PAL e-Wallet is refunded, how is the refund processed?
Answer:
The amount is credited back to the same PAL e-Wallet and retains the original validity of the e-Cards used. It cannot be refunded as cash or to a bank account.
A ticket was booked as CHUA/JAMES MR, but the customer submits a passport with CHUA/JAMES JR MR. DOB is in the PNR and matches the ID.
Is this change allowed, and what is the applicable fee?
✅ Answer:
Yes, the name correction is allowed.
This is a case of adding a suffix (e.g., JR) to match the passenger’s valid travel document
💰 Applicable Fee:
•A name correction fee of USD 25 applies
(or local equivalent depending on the country of sale)
Scenario:
Ms. Mendoza plans to visit Cairns, Australia, for a vacation. She wants to travel from August 15 and stay for two weeks. She knows Philippine Airlines doesn’t fly direct to Cairns and prefers to connect via Sydney.
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 Cairns (CNS) on Aug 15 to Aug 29 (correct route and dates) -2
2.Identify the lowest fare basis (UJQTAUI) -1
3.Identify the base fare amount USD604.00. -1
4.Identify the airline for connecting flight – JQ Jetstar -1
5.Identify the routing detail MNL-PR-BNE/MEL/SYD/PER-JQ-CNS -1
6.Check the booking class code for MNLSYD on PR/U and SYDCNS on JQ/I - 2
7.Present the fare and restrictions (refund NON-REF .5, changes USD150 .5, and nuf USD75 .5 rules) -1.5
8. Brand Fare – Economy Saver -.5