Final test

The customer calls about this booking. When paying, he had a problem entering the 3D secure code and asks you to send a payment link. What do you do?

• I will cancel the booking and ask the customer to make a new booking on eSky website

• I update the price in the booking and if it is the same, I will send a payment link

• I send a payment link for the amount of the previous transaction

• A customer calls about this booking and asks for ticket confirmation. The payment status is Pre-authorized. What do you do?

A customer calls about this booking and asks for ticket confirmation. The payment status is Pre-authorized. What do you do?

• I will try to issue a ticket by myself via Choose an action - Issue ticket

• I will send a request to the GOP Issuing queue to issue the ticket

• I will contact FP department on the chat CC-FP-GOP requesting to check the booking

When the agents receive a scan of documents needed for a name correction, they should: [multiple choice - 2 correct answers]

• transfer the interaction to ESKY - ER Basic/Advance queue in Pure Cloud

• send it via gmail to E&R team

• add in BMS the link to the Pure Cloud interaction with the note "document scan"

• if we have payment for the change, move the reservation to GOP Reissue voluntary or GOP Urgent Exchanges and Refunds

If the customer wants to change the email address to "[e-mail]" in below mentioned case, what action a CC agent will take?

• CC agent can correct the email address on BMS and share the package ticket.

• The agent informs the customer that such a change is only possible in User Zone or My Trip.

• Agent informs that it is not possible to do it at all as booking is confirmed now.

• How much it has been refunded to the customer?

How much it has been refunded to the customer?

• 79571.41 CLP refunded

• 79571.41 CLP refunded on 10.06.2022

• Refund not completed yet as The Invoicing Team sometimes processes transactions internally (the Client does not see such transactions) in order to correctly bill and invoice.

If the customer contacts us to ask for an invoice for the below-mentioned booking below, what should we inform?

• CC agent can collect the invoicing data and move it to GOP Packages for invoice correction queue.

• As the payment will be done directly at the hotel, hotel will be responsible for the invoice.

• Informs that he will recieve it from eSky by the 15th of the next month.

If the offer in SSC console has the status In Progress, the CC agents cannot modify it.

• true

• false

The customer purchased a FR ticket on our website and completed the payment. What further action should the customer take for the ticket to be issued?

• Accept Ryanair's Terms and Conditions

• Create a Ryanair account

• No further actions are required.

The clients have the opportunity to check refund possibilities directly in the User Zone for Ryanair and the booking will be marked in BMS with the tag:

• uzrefundvoluntary

• ATCREFUNDVOLUNTARY

• self-refund

The customer would like to receive a full refund due to a schedule change for a booking provider, Direct Ryanair. What should you do? [multiple choice -2 correct answers]

• Advise the client to fill the refund form received from FR via email.

• Ask the client to contact FR and request the refund.

• Inform the client that once the form is submitted, we will process refund.

• Inform the client we will submit the refund form on his behalf.