New Hire | Day 3 Week 2

Claudia is calling very upset because she ended up paying $76 more for a Full Size SUV when what she originally booked was an economy car. Customer paid for the difference at the counter now she’s calling hoping we can do something to refund for it since it was not given what she originally paid for. What process would you follow?

• Call the car rental company to verify the charges, get name and location of rep you spoke with, then send us the copy of the car rental statement to [e-mail]

• Call the car rental company to verify the charges, then send us the copy of the car rental statement to [e-mail]

• Call the car rental company to verify the charges, get name and location of rep you spoke with, then send us the copy of the car rental statement to [e-mail]

I’ve been for more than 3 hours waiting for my car at Alamo I’m sitting here in the parking lot I’ve been asking these guys what happens to my car, they only apologize they don’t have my car available yet. This is frustrating I really need my car or my refund right now. What options would you provide to this customer?

• If wait time is longer than 2 hours, call and confirm with local supplier. Offer refund. Offer to rebook. Hotwire to cover difference in price.

• If wait time is longer than 60 minutes, call and confirm with local supplier. Offer refund. Offer to rebook. Hotwire to cover difference in price.

• If wait time is longer than 60 minutes, call and confirm with local supplier. Offer refund. Offer to rebook. Customer responsible for difference in price.

For Retail reservation in No Inventory/No reservation SRG you should offer to cancel without penalty. Offer to rebook at alternative supplier in same car class using Retail Rate inventory. Hotwire to cover difference in cost by applying Hot Dollars. HDs will be used towards future booking.

• True

• False

John arrived to Hertz to pick up his Hot Rate Car reservation, they did not have the car type customer selected at the time of booking they forced him to take a smaller car now he’s looking to get a compensation for the inconvenient. What option would you provide?

• 25% of entire car rental cost submit WFE to credit Hot Dollars in customer’s account

• 25% of the difference customer paid at the car rental in Hot Dollars

• 25% of entire car rental cost in Hot Dollars

Jenny called in to let us know that in her Hot Rate car reservation they selected it does not fit for 5 passengers, she needs a resolution because Alamo is giving her the option to upgrade her car from a Midsize which fit for 4 passengers to a Standard SUV so they can fit in it. How would you proceed?

• Apologize for the inconvenient, advise customer to send copy of rental statement to [e-mail]

• Advise TOU and they can upgrade with car agency directly being responsible for difference in price.

• Call the car agency then advise customer to send us the car rental statement to verify the charges then offer $25 Hot Dollars.

When the customer is required to attend court or has jury duty during the same time of their booking. The dates of the customer's court appearance must overlap the dates of stay you must tell them to send the documentation in the meantime you will cancel the reservation with normal policies.

• True

• False

Charlie is calling to cancel her Standard rate car rental because his father is hospitalized due to a surgery, she’s looking to get a refund since she will not be able to make it anymore.

• Offer free cancelation full refund

• Offer free cancellation without penalties

• Provide information to submit the documents via email then place the reservation in pending status

• Provide information to submit the documents via email then cancel the reservation with normal policies

I just booked a reservation in SFO (San Francisco) airport, I clearly added the airport location but when I checked the map the car rental counter is like 20 mins from the airport and I am required to take two shuttle services, I don’t want to go through all that I need a car in the airport as I specified in my search. But you guys never disclosed that information on the website. What actions should you take to help this caller?

• Advise TOU

• Replicate booking to verify error, verify case notes to make sure there have not been more than 5 previous exceptions made for that booking, confirm customer is calling within 24 hours of booking then refund and encourage customer to rebook.

• Replicate booking to verify error, verify case notes to make sure there have not been more than 3 previous exceptions made for that booking, confirm customer is calling within 24 hours of booking then refund and encourage customer to rebook.

• Replicate booking to verify error, verify case notes to make sure there have not been more than 3 previous exceptions made for that booking, confirm customer is calling within 24 hours of booking then place reservation in pending status and encourage customer to rebook.

Jonathan is calling to cancel his Hot Rate car reservation, because his father is hospitalized. He purchased the car rental insurance.

• Advice TOU

• Refer the customer to Allianz Global Assistance to file the claim then place the reservation in pending status

• Advice the customer to send the documentation for review then place the reservation in pending status

Margaret is calling very upset saying that Hotwire website did not disclose that it was required a shuttle service to the car company which is 20 minutes from the airport, she does not want to go through that. When you check in previous case notes in C3 Admin customer was provided an exception due to wrong location only and she booked the reservation 9 hours ago, how would you proceed?

• Advise TOU since there was a previous exception made

• Replicate booking to verify error, verify case notes to make sure there have not been more than 5 previous exceptions made for that booking, confirm customer is calling within 24 hours of booking then refund and encourage customer to rebook.

• Replicate booking to verify error, after verifying in C3 Admin that no more than three exceptions have been made due to website error proceed with refund and encourage the customer to rebook.

• Replicate booking to verify error, verify case notes to make sure there have not been more than 3 previous exceptions made for that booking, confirm customer is calling within 24 hours of booking then place reservation in pending status and encourage customer to rebook.