Monthly test July OPS

What is the deadline to process name change for H2 airline?

• 24 hours

• 48 hours

• any time after departure

In LATAM NDC when change amount include refund of additional service, agent must

• Agent doesn't inform about refund of additional service because we don't know final cost of service and amount will be used as payment for new service. The agent charge amount to be refunded to Total to be paid plus TF and MV (if is applicable)

• Indicate to the customer about the refund amount and charge the price of the change plus TF and MV

What should agent do with the service in case of price increase?

• Update service price and send OPL to pax

• Cancel the service and create a new one

• Cancel the service and ask the client if he wants to continue

Please select the correct answer about AM name correction. [multiple choice - 2 correct answers]

• Name correction is allowed up to 2 letters in any of a passenger's name.

• The fee for each name correction is 50 USD.

• Name correction is allowed when the passenger's last name is entered as the passenger's first name and the first name is entered as last name.

• Name correction is not allowed in case of name change after marriage.

If a client has purchased a ticket but did not provide a middle name, and all other details (first name, last name, date of birth, etc.) are correct, the agent must

• Inform the client that it is not necessary to include a middle name. This is our internal policy, applicable to all routes except the USA and Canada.

• Ask the client for the PDF document, then send the booking to Airlines Communication after check the name correction policy on the AL profile in KMS.

For U2 schedule changes and cancellations for an Atlas supplier marked as self-service how we can process these?

• Schedule changes and cancellations are processed using the standard flow for non-self-service bookings.

• The customer will receive an email with the schedule change from the airline, after approving his decision he should inform eSky about the decision.

• The customer will receive an email with the schedule change from the airline, and all he has to do is mark his decision there.

In case of voluntary change for NK if change price is negative (-59 USD) agent must

• Agent doesn't continue because can confirm the change, so agent treated the change as FOC.

• Inform client that he'll receive a credit for 59 USD to use with NK

If the passenger request refund for whole trip with W6, the amount should be check…

• By phone or chat directly with the airline

• On the Wizz Air website firstly.

• Wizz Air does not permit voluntary refunds

CHARGEBACK DISPUTE CANCELLED means

• It is prohibited to take any action by the Support agent in order to exchange the ticket voluntarily on the client request.

• The booking should be handled as a regular case, like there was no chargeback at all

As a Frontline Agent, what steps should you follow in a Dynamic Package if a client agrees to new travel dates due to a schedule change in a Direct Ryanair and the hotel reservation is affected?

• Confirm the client's agreement, add this information in the notes, and move the package to Pending HTL in BMS.

• Confirm the client's agreement and immediately rebook the flight and hotel.

• Inform the client that they need to contact the Leisure team directly.

• Cancel the existing reservation and create a new one from scratch.