Online And Offline Processes

1. 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

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.

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.

2. SCHEDULE CHANGES:

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

TRUE

FALSE

_

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.

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.

3.

SEATING ASSINGMENTS:

In Apollo, the dot indicates that...

The seat is available.

The seat needs to be requested directly with the airlines.

The seat is no longer available.

There is no seat designated for that sapce.

None of the Above

The dot in Apollo indicates that the seat is no longer available. This means that someone has already reserved or booked the seat, and it is no longer open for other passengers to choose.

Explanation

The dot in Apollo indicates that the seat is no longer available. This means that someone has already reserved or booked the seat, and it is no longer open for other passengers to choose.

4. 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

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.

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.

5.

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.

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.

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.

6. 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

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.

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.

Submit

7. 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

_

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.

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.

Submit

8. SCHEDULE CHANGES:

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

FALSE

TRUE

_

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.

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.

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

_

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.

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.

10. RESERVATION REWARDS:

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

TRUE

FALSE

_

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

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