Eureka Quiz 18june (#4)
Use Eureka to answer questions.
- 1.When a call from a law enforcement officer is received, what shall a frontline agent do?Check all the apply.
- A.
If the law enforcer can verify security, Tier 1 agents can provide information.
- B.
If the law enforcer needs the information in less than 3 business days, advise to contact the Investigations Department at 1-800-401-0668 (+1-425-679-7595 for international callers).
- C.
Do not release any information yourself, but advise the officer “we have a policy to fully comply and assist law enforcement through our Investigations Department.”
- D.
The Agent should e-mail the information above to [email protected] This email account is a high priority and the e-mail will be addressed in an expedient manner.
- 2.Can we change International Tickets En route?
- A.
Yes, we can call Tier 2 for assistance after advising of the rules.
- B.
No, we have to refer the customer to the airlines after advising of the rules.
- 3.Mr. Abad calls to change his partially-paid package. Can a Tier 1 change the reservation?
- A.
No, we cannot but Tier 2 can.
- B.
No because the itinerary has no link to change the reservation.
- C.
Yes.
- 4.Mr. Pluma has booked a ticket from Athens, Greece to London Heathrow, England on October 20. He decided to travel on October 25 instead. If Agent Polo received the call, can he change the ticket date?
- A.
Yes like a normal ticket as long as it is pre-travel.
- B.
No because there is a change of system by Olympic Airlines.
- 5.Expedia is now allowing Refunds on Activities and Services. However, we need to pre-qualifiy before we advise the customer. If the rules in the details says as: Changes or Cancellations: This Activity cannot be changed or cancelled. No refunds, credits, exchanges, or cancellations of this Activity are allowed. Refunds will not be issued for unused or partially used attractions or services. What will agent Troy do?
- A.
Confirm the customer wants to cancel the Activity.If they want to proceed, click Cancel with credit back.
- B.
Confirm the customer wants to cancel the Activity.If they want to proceed, click Cancel without credit back.
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