December PMA Refresher for Voice

What is the booking type for this type of reservation?

• Online

• API

• Agent

• OAL

Agent added seat on this flight then ended the record with 6james. Will the agent get a markdown under documentation, yes or no? Please justify your answer to merit a score.

Customer called in to add checked in bags to their reservation. Agent proceeded to add one and collected payment which is Visa card that ends in 6449. Based on the payment history, does the agent need to do anything?

Customer requested to change flight to December next year. Agent advised that schedule for Dec of next year is not available yet and offered a voucher instead. Customer agreed. What should be the FCR reason.

• Issue | Voluntary Itinerary Change/Upgrade/Quote

• Issue | Refund To Voucher Request 

Customer requested to check her seats. Agent advised that seats are not assigned yet on her booking then proceeded to offer to assign seats for a fee. Customer declined. While rep was supposed to say the survey spiel, the customer hang up. Based on astute case 9542550, will the agent merit a markdown?

• yes

• no

Passenger is calling to cancel this flight because they have Covid. How are we going to handle this? Please provide detailed instruction on how to handle this call to merit a score.

Customer called in to ask the status of their booking. Upon checking this is what you see. How will you handle this call? Please provide detailed instruction to merit a score.

Customer called in to book a flight from Dub to JFK due to a death of a family member. How are we going to handle the call? Please provide detailed instruction to merit a score.

An AerClub Platinum member can nominate a Green tier companion to receive Silver AerClub Membership.

• true

• false

The command "4OSI EI TAX ONLY REFUND LESS ADMIN FEE" is used when refunding taxes back to the original FOP less administration fees. 

• true

• false