Online And Offline Processes

2.

SEATING ASSINGMENTS:We can assign seats for the cusotmer using the following, except for one. Choose the best answer.

Via MyStuff
Seat Map Macro
Via the airline's website
Sending the request via email
None of the Above

Correct Answer

A. Sending the request via email

Explanation

The correct answer is "Sending the request via email" because the other options mentioned (Via MyStuff, Seat Map Macro, and Via the airline's website) are all valid methods for assigning seats to customers. However, sending the request via email is not a typical or efficient method for assigning seats, as it may lead to delays or miscommunication.

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3.

Fare Rules:The fare basis code E7NRW indicates that the ticket is valid until...

One year from original date of travel.
One year from the orioginal date of first departure.
One year from the original ticketing date.
One year from last reissue date.
None of the Above.

Correct Answer

A. One year from the original ticketing date.

Explanation

The fare basis code E7NRW indicates that the ticket is valid until one year from the original ticketing date. This means that the passenger must use the ticket within one year from the date it was originally purchased. After one year, the ticket will no longer be valid and the passenger will need to purchase a new ticket. The other options mentioned, such as one year from the original date of travel or one year from the original date of first departure, are not correct because they do not match the information provided by the fare basis code.

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4.

Attractions and Services:All A&S reservations are non refundable. However, we can process the refunded due to the following reason:Choose your best ANSWERS.

Personal Tragedy (death, illness, medical emergency)
Jury Duty
Labor Disputes
Personal change of plans of the passenger
Transportation Strikes

Correct Answer(s)

A. Personal Tragedy (death, illness, medical emergency)
A. Jury Duty
A. Transportation Strikes

Explanation

The correct answer is Personal Tragedy (death, illness, medical emergency), Jury Duty, Transportation Strikes. These are the valid reasons for which a refund can be processed for A&S reservations.

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5.

EXCHANGES:Wholly-unused Return Exchange: In retaining the fare (as opposed to quoting a fare difference), the _______ must be available on the customer's new preffered travel date.

Same cabin
Same booking code
Same flight number
Same seating assignment
None of the above

Correct Answer

A. Same booking code

Explanation

In order to retain the fare and not quote a fare difference, the same booking code must be available on the customer's new preferred travel date. This means that the customer must be able to book the same type of ticket with the same booking code for their new travel date.

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6.

EXCHANGES:Before processing a paper ticket exchange, CSAs must validate the tracking number to ensure that: (Select all that apply, 3 points)

The paper tickets are already in-transit/enroute
The paper tickets are already in-house
The receipt of the ticket has been signed for
The paper tickets were sent to the correct OBZ/CTIX address
_

Correct Answer(s)

A. The paper tickets are already in-transit/enroute
A. The paper tickets are already in-house
A. The paper tickets were sent to the correct OBZ/CTIX address

Explanation

CSAs must validate the tracking number to ensure that the paper tickets are already in-transit/enroute, the paper tickets are already in-house, and the paper tickets were sent to the correct OBZ/CTIX address. This means that before processing a paper ticket exchange, CSAs need to confirm that the tickets are in the process of being delivered, that they have already arrived at the designated location, and that they were sent to the correct address.

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7.

SCHEDULE CHANGES:When assisting cusotmers regarding involuntary changes in their itinerary, CSAs may contact the airlines directly for options.

TRUE
FALSE
_
_
_

Correct Answer

A. FALSE

Explanation

The statement is false because CSAs (Customer Service Agents) may not contact the airlines directly for options when assisting customers with involuntary changes in their itinerary.

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8.

SCHEDULE CHANGES:As UA agents, involuntary changes in a AS itinerary should be transferred to ADEX.

FALSE
TRUE
_
_
_

Correct Answer

A. FALSE

Explanation

In this case, the correct answer is FALSE. The statement suggests that as UA agents, involuntary changes in an AS itinerary should be transferred to ADEX. However, this statement is incorrect. UA agents are not responsible for transferring involuntary changes in an AS itinerary to ADEX. Therefore, the correct answer is FALSE.

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9.

EXCHANGES:Wholly-unused OUTBOUND exchange:For an all HA itinerary with tickets issued July 2, 2009, UA agents can assist the caller in performing the voluntary change.

TRUE
FALSE
_
_
_

Correct Answer

A. TRUE

Explanation

The given statement states that for an all HA (Hawaiian Airlines) itinerary with tickets issued on July 2, 2009, UA (United Airlines) agents can help the caller with a voluntary change. The statement is true because it implies that United Airlines agents are able to assist customers with making changes to their Hawaiian Airlines itinerary if the tickets were issued on July 2, 2009.

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10.

RESERVATION REWARDS:If customers are calling regarding Webloyalty, CSAs can directly call in behalf of the cusotmers.

TRUE
FALSE
_
_
_

Correct Answer

A. FALSE

Explanation

If the customer requests that we contact Webloyalty for them, agents will need to fill out a BEAT form (Brand = Orbitz or CheapTickets > Product = Website > Category = Request > Form = Reservation Rewards Fee Refund which will route directly to Webloyalty Customer Service (the company that manages the Reservation Rewards program). Obtain the following information from the customer:

· Name and/or Travel Companion (First and Last Name)

· Billing Address

· E-mail Address

· Last 4 digits of credit card number

· Telephone # (daytime) in case Webloyalty staff needs to contact the customer

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Online And Offline Processes

SEATING ASSINGMENTS:In Apollo, the dot indicates that...

Quiz Preview

SEATING ASSINGMENTS:We can assign seats for the cusotmer using the following, except for one. Choose the best answer.

Fare Rules:The fare basis code E7NRW indicates that the ticket is valid until...

Attractions and Services:All A&S reservations are non refundable. However, we can process the refunded due to the following reason:Choose your best ANSWERS.

EXCHANGES:Wholly-unused Return Exchange: In retaining the fare (as opposed to quoting a fare difference), the _______ must be available on the customer's new preffered travel date.

EXCHANGES:Before processing a paper ticket exchange, CSAs must validate the tracking number to ensure that: (Select all that apply, 3 points)

SCHEDULE CHANGES:When assisting cusotmers regarding involuntary changes in their itinerary, CSAs may contact the airlines directly for options.

SCHEDULE CHANGES:As UA agents, involuntary changes in a AS itinerary should be transferred to ADEX.

EXCHANGES:Wholly-unused OUTBOUND exchange:For an all HA itinerary with tickets issued July 2, 2009, UA agents can assist the caller in performing the voluntary change.

RESERVATION REWARDS:If customers are calling regarding Webloyalty, CSAs can directly call in behalf of the cusotmers.