Knowledge Check PP

Direct Guest Mark booked a JW 2023 sailing, what remark code is used to indicate he was advised that the rate includes a non-refundable fare?

• NRD

• AD

• VB

• NT

If the Travel Agent is unable to complete the verification process due to the lead guest's date of birth (DOB), we need to advise them the date of birth is mandatory, and we cannot access without this information; she will need to call back later once she has all information needed.

• True

• False

TA Gemma wants assistance adding gratuities and has 3 tagged in reservations, what’s the correct verification process?

• The caller needs to provide the ship, sailing date, ABTA number and lead guest full name and date of birth for each booking.

• Fully verify the first reservation entered and only verify the lead guest’s name in the tagged bookings.

• Fully verify only the first reservation entered, allowing you access to all tagged in booking.

When booking a cruise, which PTR requirement can lead to a Critical Impact if we don’t provide the information to the guest?

• Right to cancel.

• Guest names must be as they appear on the guests' legal travel documents.

• Passport and visa requirements.

• The lead guest is the contract holder for the reservation.

During Outbound calls, at the beginning of the interaction, once we have established that the caller is an authorized person we need to:

• Announce if the call is a first contact or a follow up

• Announce that the call will be monitored or recorded for quality assurance and training purposes.

• Agent must celebrate the guest’s tier level

Only active reservations (currently in Offer or Booked status) need to be verified, no verification process is needed for inactive bookings (Cancelled or Post Cruise status):

• False

• True

It is acceptable to release a call when confronted with more than 60 seconds of dead air/hold music when answering call:

• No, we must stay on the line to allow time for the caller to pick up the call.

• Yes, we must announce into the headset or the caller that we are going to release the call and the reason why the call is being released.

• Yes, having provided the opening, if confronted with more than 60 seconds of dead air/hold music, we can release the call.

Excessive dead air is allowed as long as it doesn’t exceed 2 minutes:

• True

• False

When quoting and/or booking a cruise, all PTR regulations must be advised to both Direct Guests and Travel Agents:

• Yes, all requirements must be provided to every caller.

• No, PTR regulations must be advised only to the Travel Agents.

• No, PTR regulations only apply to Direct Guests, the only PTR regulation for TAs calling is to advise that the lead guest is the contract holder for the reservation.

• No, PTR regulations only apply to Direct Guests.

Select the Unknowns that need to be requested on a booking

• Dining time, table size

• Pre- cruise email, bed configuration, dining time

• Emergency contact - next of kin, bed configuration, dining time

• Table, size, Bed configuration, emergency contact phone #, Pre-cruise email address