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December PMA Refresher for Voice

Authored by eliza egpit

Business

Professional Development

Used 2+ times

December PMA Refresher for Voice
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15 questions

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1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Media Image

What is the booking type for this type of reservation?

Online

API

Agent

OAL

2.

OPEN ENDED QUESTION

3 mins • 1 pt

Media Image

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.

Evaluate responses using AI:

OFF

3.

OPEN ENDED QUESTION

3 mins • 1 pt

Media Image

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?

Evaluate responses using AI:

OFF

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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 

5.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

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

6.

OPEN ENDED QUESTION

3 mins • 1 pt

Media Image

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.

Evaluate responses using AI:

OFF

7.

OPEN ENDED QUESTION

3 mins • 1 pt

Media Image

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.

Evaluate responses using AI:

OFF

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