Flight Mastery Quiz

Flight Inbound Verification Process: You need to mention all below details during booking reconfirmation except for

• Booking ID

• Departure date ("month and date")

• Carrier name

• Departure and Arrival airport

• Departure and Arrival City

Kiwi failed to add paid baggage: How do you process refund for failed paid baggage when customer submit receipts?

• Click compensation button

• Escalate to payment team to refund via gateway

• Click cancellation button

• Raise Hyper wallet refund

Scenario: Flight canceled by airline and first agent forgot to waive post-booking while processing refund. Second agent receive a call from customer checking why refund is not full. What is the correct way for second agent to process post-booking fee refund?

• Escalate to payment team to manual refund

• Raise Hyper wallet refund

• Refund via compensation button

• Refund via cancellation button

Scenario: Agent receive email from customer requesting assistance to get payment confirmation. Upon checking booking is under Nusatrip supplier and agent is not trained for Nusatrip. Agent endorse case by submit ping tool to trained agent to pull email and assist. Is this correct?

• YES

• NO

TC Ping Wizard Integration has been created with a key goal in mind: to reduce agents’ handling time. 

For non-BID/non-case related request: Agents can launch TC ping tool via 'Ask for help button’, which can be found at Athena landing page 

• TRUE

• FALSE

Agent run payment IVR for reissue request and pop up show, fraud check failed. What should be agent next action to be taken?

• Raise ping tools to check reason fraud check failed

• Send manual fraud check request to fraud team

• Advice customer to try with different CC or if no other CC advise we cannot proceed reissue request.

• Ping fraud team to approve fraud check

Nusatrip fare breakdown bugs

Scenario: Customer reach out to us via email complaining adult price shows same as infant price in confirmation email. How do you handle this issue? (Multiple answers)

• Reply customer email using Child and Infant Fares Price Mismatch canned response

• Send email to supplier to get the price breakdown

• Reach out to any available TM/TC

• Inform customer correct price breakdown is available at airline’s end

Error settle reissue payment in Athena

If you encounter error to settle the payment in Athena after reissue IVR complete, what is your next step?

• Escalate to payment team to refund via gateway

• Contact customer to collect payment again

• Escalate to TC to submit escalation to PO via Monkey Escalation

• Inform customer reissue cannot be process

Vietjet Name Correction

You can advise the customer to contact Vietjet directly to do a name correction. If the customer refuses to contact Vietjet, assist the customer's request through the Vietjet portal. Check and clarify how to pay the charge with the Vietjet agent (agency credit or the customer needs to pay at the airport).

• TRUE

• FALSE

Athena Note Improvement Experiment live on 25^th August 2022

UCID & Timestamp, Case Status & Signature will be auto populated into Athena Note Writing Space and will be visible in note preview section (only for B agents)

All below is incorrect except for;

• Edit and remove Case Status when needed, auto populated once note is saved

• Do not reach TM/TC for any feedback/escalations

• Do not edit or remove “Case Status: [Case Status]”, otherwise it will not get auto-populated once the note is saved.

• Reach out to TM/TC for any feedback/escalations