Quiz 1 - Messaging Wave2

Ernest is messaging us to cancel his Hot Rate car reservation due to a mistake he made on the reservation last month he booked it. It should have been for Oct 31st intead of Nov 21st. What options would you provide to Ernest?

• Advise TOU

• Refund the reservation as Hot Dollars

• Call the car rental company to request Supplier Authorization, if approved process the refund, if denied provide HDs credit minus cancellation fee

• Provide an OTE and process the refund to the customer.

Something came up today, I have an emergency with my family we need to take my little dog to surgery since it got injured.

How would you proceed?

• After looking at the reservation, it appears one of our more restrictive rates was purchased. It does not qualify for changes or cancellation.

• Hotwire has a policy which allows us to refund the booking. I'll cancel the reservation and refund the amount as Hot Dollars.

• Hotwire has a policy which allows us to refund the booking. I'll cancel the reservation and refund the total amount of the booking.

• k

Hey! I literally just booked this hot rate car reservation, I made a very honest mistake with the times on my booking. I am arriving at the airport at 9:00 am and I added it at 9:00 pm. Can you please help me to whether cancel or change my booking?

What research do you need to perform to validate customer's request? Select all applicable responses.

• Check account previous cases to review there wasn't any previous exception in the last 12 months.

• Make sure the customer is messaging within 24 hours the booking was made.

• Verify if the booking was made more than 24 hours before pick-up date.

• All responses are correct.

Christopher booked a Retail car reservation, he's very disappointed because he's no longer traveling since his vacation was postponed by his boss. He's requesting you to refund his reservation. How would you proceed?

• Advise TOU

• Cancel the reservation, free of charge and offer to rebook.

• Refund the reservation in form of Hot Dollars

• Call the car rental company to request refund authorization, if approved provide refund, if denied apply HDs credit minus cancellation fee.

What are the terms we need to consider to apply an LPG Claim on customer's booking?

Select all applicable responses.

• Booking was made within 24 hours the reservation was made.

• Can be applied up to 48 hours prior to check-in date.

• Can be applied up to 48 hours the booking was made, at agent's discretion

• Website must be opened to the general public

• Applies for AARP, AAA and military members.