Knowledge quiz 5

You pick ticket from our pre-book inbox: Customer said: "correct pick up time is 4:25, but I wrote 12.00 by mistake, there is no option to change it, can you help me?"

Booking can be amended for another 10 day. What do you do?

• Amend booking for customer because they already advised they can't self-amend

• Advise customer to cancel and rebook because is plenty time do do so

• Advise customer they not specify the new pick up time if is AM or PM so advise how to self-amend. If still can't amend ask to send screenshot of error.

Chat with customer: Customer advised the flight was canceled and wanted to amend the booking for next day so asking for assistance as he tried to self-amend but the tool did not work. 

It's a Free Taxi booking and it's 5 hours to the pick up time. Select correct solution : 

• Advise the customer the Free Taxi can't be amended and advise to cancel the booking and claim the offer again with new details.

• Customer will not be able to use the free taxi reservation anymore. They will have to submit a claim to the airline / traveler insurance providing the confirmation e-mail and local taxi receipt that customer would have to take.

• Advise the customer to take a local taxi instead and provide us with receipt and we will cover the cost.

• Call supplier with customer request and if supplier can accommodate the change for additional fee confirm we can cover it and confirm the booking amendments with customer.

Customer request to amend pick up time and need a taxi only 30 min later.

After checking the cancellation policy we inform customers that we are unable to amend booking within 24 hours to pick up time.

Customers insist on finding the solution.

What best solution can you offer?

• Advise customers we will call our local partner to update the booking as it's only 30 min. 

• Advise customer to request the change from the supplier directly Booking.com will not be responsible for any agreements between customer and the supplier

• Advise customer to make a new booking online and offer refund the original booking cost after customer re-books the transfer

Supplier called report CNS,  advised us that the customer is still waiting for the luggage and the driver can't wait any longer. Free waiting time is over. We called the customer and confirmed the delay so we advised the customer we will issue a full refund as GWR. We check the booking , GPS logs in Driver Events match with the booked journey and CNS is submitted.

Select correct action to take after this call:

• No need to open investigation, macro with summary and action taken to resolve query record it in Post Journey

• Open investigation macro with summary and action taken to resolve query record it in Post Journey

• No need to open investigation, macro with summary and action taken to resolve query record it in memos

Which of a mandatory field in Zendesk is no need for you to fill ?

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Customer was unable to add flight number to the booking and added to the comment section. What action we do not need to do to confirm customer that supplier was provided with flight number and everything has been confirmed correctly.

• make sure the flight at the correct airport

• check if system recognize the flight number : remember FN might have 2 forms and need to be add without spaces

• If possible check if selected arrival date is correct with flight schedule

• always make sure to contact supplier to confirm the flight number received

Supplier call to inform the customer request additional waiting time to clear customs and pick up the luggage, driver is available to wait requested 20 min. Supplier requested us to cover the 10 EUR fee for add waiting time. Agents need to make sure the Free waiting time is over (check landing time, waiting time and offset time ) then can confirm with the supplier we will cover it and add this to the booking.

• TRUE

• FALS