Process: Voluntary changes

If the package does not include a Service Pack, and the name correction is free of charge on the airline’s website:

• we don’t charge TF

• we charge only margin value

• we charge TF

If it’s possible to process the voluntary date change free of charge on the airline’s website and the customer has Service Pack on the booking, the agent needs to: [multiple choice - 3 correct answers].

• update the ticket in BMS

• send Package summary to the customer

• send the Package ticket to the customer

• process the change free of charge on the airline website

If it is less or more than 72h to departure, all the bookings to be reissued should be placed on the GOP Reissue Voluntary queue.

• True

• False. If the booking has op_paidchange tag, we should not send it to GOP Reissue Voluntary queue

The customer has a Dynamic Package package and wants to change the flight dates. [multiple choice - 3 correct answers]

• a. Check the price of changing the ticket without adding the TF value.

• b. Always inform the leisure department if the Client requests to change or cancel only one of the components of the Travel Package.

• c. Move the reservation to the HTL Pending queue in BMS.

• d. Make the change on the airline's website, update the ticket and send it to the customer.

Please select the correct answer: [multiple choice - 3 correct answers]

• a. Agents must send the booking to WCI Changes and Cancellations queue to prepare an annex for changing the insurance.

• b. Agents must inform the customer about the cost of changing the travel insurance.

• c. Agent may change the insured on the issued insurance policy.

• d. Agent is obliged to inform the Client that a single letter error in the insured's details will not constitute a problem.

• e. Agents must inform the customer that a change in insurance is not necessary if the geographic area has not changed.

In case of a name change request, if a scan of documents is required for a LCC booking, CC agents will:

• Send scan of document to Support Agent from Pure Cloud and add a note Document scan.

• Add a note to the BMS with a link to the interaction in Pure Cloud, with a note Document scan.

• Add a note to the BMS: pax sent a scan of the document

If the Customer wants to change the date and there is also travel insurance, the Agent:

• a. Verifies the amount for the new period of insurance and informs the customer of the surcharge, if any.

• b. Verifies the amount for the new period of insurance but does not inform the customer of the surcharge, as this information the Customer gets after paying the fee for the date change (only note in BMS).

• c. Does not verify the amount for the new period, as the insurance is already paid and there is never any surcharge.

If the customer wants to change the dates of the hotel booking and the booking is non-refundable, the CC agent needs to:

• a. send the package to Calculations request

• b. inform the Customer changes are not permitted

• c. send the package to Pending HTL