TO DOC OR NOT TO DOC, THAT IS THE QUESTION?
Lack of documentation can have an impact on the ___________, ____________, ____________.
What is the Customer, Crewmember, and Company (the 3 C’s)?
The Spider number, the caller's name, and corresponding documentation.
What is required EVERY TIME a Crewmember retrieves a PNR?
This is where you go in Travel Bank Admin to issue a credit.
What is View and Manage Details?
The maximum amount of Customer Goodwill credits a Crewmember can issue due to a service failure.
What is $50 per Customer per flight or $75 for Mint/Mosaic?
This is where you go to add or review documentation on a TrueBlue account
What is the activity stream?
RECAP ITIN JB 34567 4/4
What is proper documentation in a PNR for providing an itinerary recap?
What is required documentation on a PNR for a Military (MIL) fare?
You click this in order to view or add additional documentation in a Travel Bank account.
What is Note?
All manual Travel Bank credits should be issued in which tool?
What is Travel Bank Admin?
When you remove the date range or adjust the dates in the activity stream, what does this do?
What is allows you to see all historical notes on the TrueBlue account?
Crewmember Andy Andrews is waiving a service fee due to issues the Customer is experiencing online, which is a listed guideline. Andy documents the PNR: GL WEB AA 23456 4/10.
What is proper PNR documentation for a guideline fee waiver?
Changing, canceling, verifying itinerary, resending itinerary, adding SSR codes, and assigning seats.
What are SOME reasons to document a PNR?
BOR FOR PNR ABCXYZ (or TE Number 2792160009998) FLT 801 BT NOT ISSUED
What is correct documentation in Travel Bank Admin for manually issuing a BOR credit?
CGW 25 FOR PNR ABCXYZ FLT 801 AO CM ADVISED INCORRECT GATE CAUSING CU TO MISS FLIGHT JB12345 06OCT22
What is proper documentation for issuing a Customer Goodwill Credit on an active PNR?
Merging duplicate account 2100000000 to 21222222222 – CM12345
What is proper documentation when merging duplicate TrueBlue accounts?
You provide the Customer with information regarding a policy and document that information in their PNR. Knowing that PNR's archive, where else should you document the conversation?
What is the TrueBlue account and/or Travel Bank account, if the Customer has either?
What are Blue Hero documentation requirements?
Merged BT Acct [PROFILE NUMBER] with TB/BT Acct [PROFILE NUMBER] per [NAME OF CU (or) NAME AND RELATION TO CU] request. [SIGNATURE: CM 12345 11/3]
What is proper documentation when merging BT Accounts?
A ___________ is a situation when a Crewmember’s actions or decisions result in a failure to meet JetBlue’s standards, causing inconvenience, discomfort, or dissatisfaction to the Customer.
What is a Service Failure?
Manually refunded 46700 pts for PNR ABCDEF
What is the proper documentation for manually refunded points in a TrueBlue account?
What are SOME Do's and Don'ts of PNR documentation?
As a publicly-traded company, JetBlue is required to document the reason for waiving collection of revenue from Customers under __________.
What is the Sarbanes-Oxley Act?
Goodwill Credits and BOR Credits must be issued per person. Do not put all credits into a single account for convenience.
What is the correct way to issue credits for more than one person?
Weather disruptions, schedule changes, diversions, etc. are not considered service failures and instead are governed by the _______________.
What is the Customer Bill of Rights?
CU CI updated last name to match ID CM12345 11/3
What is the proper documentation for a TrueBlue account when updating a Customers last name to match their identification?