Flight Basics Assessment

Daniel our customer was reviewing his Priceline Emails. Daniel has confirmed they have a trip upcoming in a few months from now and just realized he booked for incorrect dates. Daniel has insurance and has requested to cancel this flight and issue a full refund so he can book the correct dates. What actions can we take with this concern?

• Launch C&E process cancel with Fee and Void the booking

• Launch C&E and Escalate to Supervisor for review

• Change Script to System Issue

• Advise Daniel, you will transfer them to a Flight Support Agent to review the ticket policies and warm transfer.

Sarah purchased an Express Deal Flight booking and there is more than one flight on the date of her flight. She is booked on a 9 am flight and she has it confirmed but she check online on her way to the airport and found there is also an 8 am Flight. Sarah calls in Priceline and advised she is looking to fly on standby on an earlier flight. What will we advise Sarah?

• I am unable to contact the airline and request the standby

• I can contact the carrier and request the standby

• Your ticket is restricted, and we are not allowed to change the status to standby. Standby options are at the airlines discretion

• Your ticket is restricted; however, I can try to have one of our Flight Agents assist you in placing your ticket on standby, warm transfer to Flight Support Agents

Danielle Has a flight planned from Orlando, Florida to Las Vegas, Nevada and they are planning a celebration trip due to College Graduation! What better way to celebrate than a trip to Vegas!!! Daniel, however, is wondering what identification they need to take to check in and be able to board as this is her first time flying. What would you advise Danielle?

• You would need to contact your carrier for that information, offer the airline phone number found in the itinerary tab and confirmation number

• You would need to take a US government-issued photo ID, ensuring the name on the ticket matches the name on your ID

• You would need to present a VISA

• We do not offer that assistance

Desi has a trip from New York City to Paris France planned for next month and Desi called the airline this week to make sure the flights were still confirmed. The airline advised there are no issues with the flights however they are missing the Passport Number in the system. Desi calls you to ensure we include the passport number on the reservation. What is your next course of action?

• Update the reservation by using the UPDATE CUSTOMER PROFILE activity

• Advise Desi we need to transfer to our Flight Support Agents to assist, document the case and warm transfer

• Request the passport information and input it in CARES notes

• Advise Desi she needs to call the airline again as we do not update that information in the reservation

Eddie purchased a Flight round trip from Houston, TX to Las Vegas, NV. The flight departed at 6 am today to Las Vegas but Eddie overslept and arrived at 6:30 am at the airline counter. Eddie is still in line and hasn’t talked to anyone at the counter yet. The reservation is POST-ARC What will you advise Eddie in this case? Select All that apply

• Only your carrier can authorize changes post-departure since your scheduled flight already left.

• The airline may place you on standby or confirm you on the next flight

• Your best chance is to get to the ticket counter and speak to the representative at the counter.I will need to transfer you to our Executive Care Team

• I will need to transfer you to our Executive Care Team

• I can place a note in my system so the airline helps you

Jonathan is calling on December 31, 2022, to request a change due to a personal reason for one of two passengers He bought the ticket in May 2022 The reservation is Disclosed The reservation is Post ARC No insurance provided Based on the screenshot, what will you advise the passenger?

• Need to escalate them to WORLDSPAN Flight Support who can review the airline fare rules to determine whether a refund or exchange is allowed.

• Frontier does not allow agencies to modify the reservation for only some passengers nor if travel is already within 7 days. The customer must contact the carrier directly.

• Cancel the reservation with a 15 USD fee.

Steven just recently booked a flight reservation today. Reservation is PRE ARC He decided to bring his 12-month-old daughter to Los Angeles. What will you advise Steven?

• If he will be holding an infant on his lap, he will need to purchase an “infant ticket” directly on the website

• Advice our website requires at least two adults per reservation. Do a conference call with the airline and assist the passenger.

• Advice that each airline has safety restrictions and guidelines for those traveling with infants. Refer the passenger to check the airline’s website or contact them directly. We do not offer Infant fares.

• Advice that once post-purchase, airlines do not allow adding another ticket on the existing reservation.

Ground and Flight support agents can accept payment for baggage fee allowance anytime. We need to collect credit card information to charge Baggage fees.

• True

• False

Passenger Bryan is requesting a seat belt extension. What will you advise Bryan?

• A special request is at the airline's discretion and cannot be guaranteed by Priceline. Refer him to call the airline.

• Advise Bryan that we will note their record with a request for a seat belt extension. Use Update GDS activity to send a request to the airline. Offer the phone number of the carrier and Confirmation number so that Bryan can confirm if the airline can accommodate the request.

• Any special request after purchase is not allowed.