Ready for Takeoff
City Code: LAX
What is the city code for Los Angeles, California?
Means Ticketed in Athena Booking Status
What is Booking Confirmed Athena booking status?
The customer wants to cancel only 1 pax out of 5 . What SPRK process will you follow to make this possible?
Split PNR
It is the category where we can find the fare rules
What is the PENALTIES category?
When processing a manual change in SPRK, which section will you Pin before you click the Book button?
a. Shopping Cart - Air section
b. Booked-Air
b. Booked-Air
A flight from point A to B, with a stop in point C – but showing with one ‘through’ flight number; change of aircraft at point C is usually not required.
What is Direct Flight?
Case reason we use for Booking Info Inquiries
What is Check/ Reconfirm booking status/details?
If the coupon status shows A, are you able to void the ticket?
Yes. CS can be O or A and still can void.
A booking in SPRK has 2 cancellation rules:
Which fare rule is more restrictive, and why?
Rule B is more restrictive because once the ticket is issued, it is non-refundable, while Rule A still allows cancellation with a penalty.
The customer called at 9 AM today to say that she had made a mistake in putting in the name of the passenger. She accidentally made it under her name instead of her mother's name. The booking was made an hour ago. What will be your next step?
Advise that generally, name changes are not allowed. Offer void and rebook instead
Mention all PNR elements
P-Phone Field
R-Received Field
I-Itinerary Field
N-Name Field
T-Ticketing Field/Ticketing Time Limit
The customer called to purchase a premium seat with 75USD fee. What will be your next step and which pnr will you provide to the pax as reference?
K7RT3D / F1
JCINMO / AA
1. Inform the customer to call the airlines directly
2. Provide the airlines phone number and JCINMO carrier PNR
If the flight was created July 17, 2026 (Friday) Until when is the ticket voidable if it's in US POS? Answer should be a specific Date and time
July 20, 2026 (Monday) 11:59PM local time
A customer called to check how much refund they will get if they decide to cancel the reservation. What will be the Athena Case Reason you will choose to start the Wizard Flow?
Cancelllation Inquiry
Customer would like to change the flight date for his son only in same itinerary without changing the other passenger. His son is 8 years old. What is your advice to this customer?
Inform the customer that we do not support unaccompanied minor tickets.
If the customer insist to change, advise the customer to consult the airline directly for the unaccompanied minor request.
What Fare Rule Type is this?
CANCELLATIONS
REFUND FEE - 11PCT VAT OR PPN FOR REFUND FEE
MUST BE COLLECTED
EQUAL OR HIGHER 4 HOURS BEFORE DEPARTURE - 15PCT
BELOW 4 HOURS BEFORE DEPARTURE - 15PCT
AFTER FLIGHT - 40PCT
What is Percentage fare rule type?
The customer called to confirm the booking. He claims that he made the booking a few mins ago. When you checked Athena, it shows Booking Processing status. What will be your advice?
Advise the customer to wait since the system is still processing the booking.
The customer called at 8AM today to cancel the booking he made yesterday at 7AM. The booking is in Asia POS. Will you click the Void button in SPRK or Refund button to process the cancellation?
Refund Button
You realized you made a mistake in refunding the ticket you processed minutes ago because you entered the wrong penalty fee. What will be your next action?
Call the Airline to confirm whether a reverse refund is allowed. Once allowed, we go to SPRk, click the cancel refund button, and redo the refund steps, deducting the correct penalty fee amount.
The customer called to make changes to their booking. Upon checking the form of payment is VCC. Explain the steps you will take once the customer agrees to pay the total addcollect.
If the booking was made with VCC:
Submit a TC Ping Tool request for TC to take over the reissue using the VCC. Include the following details:
BID
Airline PNR
Case summary
Required VCC amount.
Check TC's response:
If TC agress to process the reissue:
Stay on TC Ping Tool chat while TC process the change in SPRK.
Once TC confirms that the change has been completed in SPRK, proceed with the reissue in Athena.
Contact the customer to inform them that the change has been completed.
Resolve the case and go to Wrap Up.
If TC denies the requests:
Inform the customer that the change is not possible.
If the booking is within the voidable period, advise the customer to cancel and rebook.
If the customer complaints, follow the complaint handling procedure.
Resolve the case and go to Wrap Up.
What is the penalty fee and refund if the ticket cost 200USD per person?
Flight Details:
Outbound flight: 22AUG JFK to LAX
Inbound flight: 28AUG LAX to JFK
Fare Rules:
CANCELLATIONS
ANY TIME
CHARGE USD 75.00 PER COUPON FOR CANCEL/REFUND.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
Penalty: 150USD
Refund: 50USD
The customer called to confirm the booking he made at 9 AM today. Current time is 9 PM. When you checked Athena, it shows a Ticketing Pending status. What will be your next step/advice?
Step 1. Retrieve the PNR in SPRK
Step 2. Check the transactions - if there is an item to display, then manually confirm the booking in Athena; If there is no item to display -
Ensure the ticket status is HK (Confirmed).
Check the new fare price
Compare the new fare price with the stored fare price
If both fare match, rebook and manually confirm in Athena
If both fares do not match, Manually Reject the booking in Athena and delete the segments in SPRK
A booking in SPRK contains 3 passengers under one PNR. All passengers were originally booked on the same flight. The tickets were already issued today.
A few hours later:
As the agent handling this case, what should you do first, and what is the correct sequence of actions to manage this booking safely? Explain why this order is necessary and what could go wrong if VOID is done before SPLIT.
SPLIT the PNR
Process Passenger 1
Process Passenger 2
Leave Passenger 3’s booking unchanged
Fare rules state:
CANCELLATIONS
ANY TIME
TICKET IS REFUNDABLE WITH A PENALTY OF USD 100 PER PASSENGER BEFORE DEPARTURE.
AFTER DEPARTURE TICKET IS NON-REFUNDABLE.
REFUND REQUEST MUST BE MADE PRIOR TO SCHEDULED DEPARTURE OF FIRST UNUSED FLIGHT COUPON.
CHANGES
ANY TIME
CHANGES PERMITTED WITH A USD 50 CHANGE FEE PLUS ANY FARE DIFFERENCE.
As per AA ticketing guideline :
Non-refundable Tax On Refundable Fare is YR Tax
Non-Refundable Tax Code on Non-Refundable Fare are US, ZP, XF, YQ, YR
Which tax/taxes will you not refund for this ticket and why?
YR Tax
As per fare rules below, how much is the total penalty fee you will collect for 2 Adult passengers, if changes were made 5 hours before departure?
16. PENALTIES
UNLESS OTHERWISE SPECIFIED
APPLIES
FROM/TO UNITED KINGDOM FOR W- TYPE FARES
CHANGES
ANY TIME
CHARGE USD 100.00 FOR CHANGES.
WAIVED FOR DEATH OF PASSENGER OR FAMILY MEMBER.
CHARGE USD 110.00 FOR NO-SHOW.
WAIVED FOR DEATH OF PASSENGER OR FAMILY MEMBER.
NOTE -
CHILD DISCOUNT DOES NOT APPLY
INFANT NOT OCCUPYING A SEAT FREE OF CHARGE
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MOST RESTRICTIVE CONDITIONS APPLY WITHIN A
PRICING UNIT WITH FOLLOWING EXCEPTION
WHEN COMBINING A REFUNDABLE FARE WITH A NON-
REFUNDABLE FARE
1. THE AMOUNT PAID ON THE REFUNDABLE FARE
COMPONENT IS REFUNDED MINUS ANY APPLICABLE PENALTY
2. THE AMOUNT PAID ON THE NON-REFUNDABLE FARE
COMPONENT WILL NOT BE REFUNDED
BOTH NONREFUNDABLE AMOUNT AND PENALTY SHALL BE
ADDED AS REFUND FEES.
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IN CASE OF CHANGES MADE WITHIN 24HOURS BEFORE
FLIGHT OR AFTER FLIGHT DEPARTURE REFUND OR NOSHOW
CHARGE WILL BE APPLIED WHICHEVER IS HIGHER.
-----
FUEL- INSURANCE SURCHARGES ARE REFUNDABLE.
SERVICE CHARGE IS NON-REFUNDABLE.
Total Penalty of 220USD