COACHING

A Platinum cardholder called to book a hotel reservation for his son and daughter in law’s honeymoon. Card member mentioned that neither of the two guests are American Express card holder hence, he would like to pre-pay the reservation using his platinum card to make sure that the guests will get the benefits for the Fine Hotel and Resort property that they preferred. Which of the statement below should you advise to the card member?

 

•   Advise that you can assist him on booking, but the guest will still be required by the front desk to present any active credit/debit card that is under their name for any incidental charges.

• Advise that you can only book them under retail rate as Fine Hotel and Resorts rate and benefits will only be given if the platinum cardholder will be traveling on the itinerary booked.

• Advise cardmember that we are not allowed to book hotel reservations for a different traveler. Name on the reservation should always be the same name on the American Express card

BUSINESS GOLD CARD MEMBERS CAN EARN 25% BONUS POINTS RELOAD WHEN THEY BOOK A FLIGHT DIRECTLY WITH AMERICAN EXPRESS IN A BUSINESS CLASS OR AN ECONOMY CLASS WITH THEIR AIRLINE OF CHOICE

• TRUE

• FALSE

• MAYBE

CARDMEMBER HAS AN EXISTING TRAVEL CREDIT WITH DL WHICH WAS ORIGINALLY TICKETED LAST 26NOV23. SHE WANTED TO MAKE A NEW RESERVATION AND THE NEW FLT IS ON 10OCT24 FOR OB AND 27NOV24 FOR RETURN. YOU CHECKED FARE RULES AND IT SAYS "TICKET MUST COMPLETE BY ORIG TICKET DATE". CAN YOU BOOK THE FLIGHT FOR THE CM?

 

• YES

• NO

Based on the Compliance Guidelines, when is the only time you will not be required to discuss fare rules to the card member? Select all applicable answers.

• When processing a voluntary exchange.

• Seat assignment inquiry on an existing flight reservation.

•       Card member requested to put the flights on hold (Auto-Cancel).

•    When voiding an existing ticket.

We are no longer required to add notes on any travel related calls

• TRUE

• FALSE

   You are assisting the cardmember on changing his existing flight reservation when he inquires on how many points he needs to pay for the difference in the rate. What ratio will you advise to the card member?

•    Check encore first if cm already redeemed points when he initially booked the reservation, if not, you can advise the card member that he can use his points for 100:1 ratio

• Advise card member that for any incremental costs or fees associated with changes to the initial confirmed itinerary will follow 167:1 ratio

• Advise cardmember that they can only use their points for new bookings.

   

What is the possible reason for this error message “FLT$ CHK DATE/TIME CONTINUITY – 1704

• This happens if there is a past dated segment on the itinerary, or if ticket status shows 'CKIN'. 

• This happens when auto-change is not available. 

• This happens when there are multiple airlines under different alliances being priced out.  

• This happens when change is not allowed per fare rules.

BCM called in asking that he is seeing a cheaper fare from AAs website compared with AMEX. What would you say to the cardmember?

• Some rates and availability are subject to change. We are following the inventory provided by the airline.

• Advise the class of service, the difference of fare rules, and the change of the distribution strategy of the airline.

Platinum CM called in to book a flight. After finishing the booking, he said that he did not want to use points right now but might call us back to apply points. What will you advise the card member?

• We can apply points on a later with a point ratio of 167:1 as this is going to be manually applied.

• Advise CM that we can apply points for the same ratio of 100:1 up to 10 statements.

CM called in wanting to cancel the return of his existing flight. What will be the process?

• Cancel the return segment and advise the cardmember of the fare rules.

• Process exchange and advise cardmember of the fare rules.