Multi Product CARES Advanced and Refund Status Review

Lola Page calls in again to review other options on her trip. She is really afraid and concerned to travel since there is a spike a COVID where she is traveling to. She wants to confirm again if she can change or cancel her flights. What script would you use?

• Afraid to Travel

• Change of Plans case

• Illness

You do not need to advise the customer about the hotel and rental car policies of their reservation package before transferring them to Flight Support to resolve the flight portion.

• True

• False

What tab do you choose to access the other portions of a package reservation?

• Offer Tab

• Customer Tab

• View Itinerary

• Related Offers

Who is the vendor for ground transportation?

• Mozio.com or Mozio

• Affirm

• Allianz

• Priceline

• Hertz

The Related Offers tab contains all component products of the reservation.

• True

• False

Sarah calls in after canceling her flights due to bad weather conditions 3 weeks ago. Sarah is wondering why they have not seen the refund back on the credit card. What is the parent issue and child issue to address Sarah's concern?

• CONCERNS - Weather or Natural Disaster

• CONCERNS - Change of Plans

• Billing Issues - Refund Status

• Billing Issues - Wants our Rate

Johnnie calls to confirm if the reservation is canceled and if the refund is processed, what information can you confirm with Johnnie in regards to the cancellation?

• A refund has not been processed

• The refund was processed on September 16, 2020, With a 78.97 USD penalty fee

• The refund was processed on September 16, 2020, With no penalty fee and the refund is for 78.97 USD

• I am unable to determine if a refund was processed