New Hire| Day 4 Week 2

Charlie is calling to change his Retail car reservation he booked for DAL (Love Field, Dallas) and it should’ve been at DFW (Dallas Fort - Worth), and he realized one week after it was booked. How would you proceed on this conversation?

• Advise TOU

• Rebook the new reservation for right dates then cancel original one free of charge

• Rebook the new reservation for the right dates then process the refund for original one

Cristal called in to cancel her Hot Rate car reservation because her mom hospitalized due to a surgery, she claims the refund for the reservation she also purchased the Car Rental Insurance, how would you proceed?

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

• Refer the customer to Allianz Global Assistance to request the refund of the insurance then place the reservation in pending status and provide the information to be sent to [e-mail] to file the claim through Hotwire.

• Advise TOU

Hey, I arrived to Alamo I paid the reservation through you for $89.50 but they charged me again for the reservation, I don’t want to be charged twice. What option could you provide to the customer?

• Tell the customer our reservations are guaranteed there’s no way for the agencies to charge again when it was a prepaid reservation.

• Advise the customer we will need them to email us a copy of their final bill and a copy of their credit card statement with the charge if it appears the charges are double billed provide Hotwire support email address: [e-mail]. The customer should send their documents to the email address for resolution. Once submitted, resolution takes within 5 business days.

• Advise the customer we will need them to email us a copy of their final bill and a copy of their credit card statement with the charge if it appears the charges are double billed provide Hotwire support email address: [e-mail]. The customer should send their documents to the email address for resolution. Once submitted, resolution takes within 1 -2 business days.

What questions can help you to identify customer need when it comes about billing charges? Select all applicable ones.

• Do you have a copy of the final bill from the car rental company?

• How much is the amount of the charge?

• Did you upgrade the size of car at the agency?

• Did you book the reservation through Hotwire?

• Did you add any insurance at the car agency or added an extra equipment or accessory?

Jenny is calling because her 6 year-old daughter booked a Standard rate reservation now she’s worried about it since she does not want to be penalized. What option would you provide to your customer?

• Advise TOU

• Guide the customer through the documentation that need to send to validate the case

• Cancel the reservation free of charges.

• Cancel the reservation process full refund