9/18/2024

It is an expense our business assumes. It represents a reduction of commission percent (including negative commission) for different reasons and/or in different ways such as; When White Label and/or hotel/supplier is at fault, our business spends additional money to honor what the customer booked. For instance, if Zoe booked a vacation package and the hotel made an error, our company would need to cover the difference to ensure she receives the service promised.

• Absorption

• Compensation

• price increase

• enthrallment

Answer explanation

The correct choice is 'Absorption' as it refers to the business covering costs due to errors by suppliers, ensuring customers receive the promised service, as illustrated in the example with Zoe's vacation package.

It is issued to the customer to make up for a situation(s)/complaint in which the White Label/Supplier is at fault((incl. hotel partners, website, system, tech, agent error, etc.). 
Typically, it can be done as a refund or reduction of the original amount paid by customer. 

• Compensation

• Absorption

• expense

• reduction of the original amount

Answer explanation

The correct choice is 'Compensation' as it refers to the remedy provided to the customer for issues caused by the supplier, typically through a refund or reduction of the original amount paid.

Customer complaint room's air conditioner is not working, max amount to compensation is 20% of original booking value. Original booking value is USD 500, max refund amount to compensation will be USD 100, Is there an approval needed to be asked from TC/TM?

• Yes

• No

• Maybe

Answer explanation

No approval is needed from TC/TM because the compensation amount of USD 100 is within the allowed limit of 20% of the original booking value. Therefore, the situation can be handled without further authorization.

Under Enterprise>tool>Athena, ________is defined as Any representation of information that permits an individual's identity to whom the information applies to be reasonably inferred by either direct or indirect means. For example, if Olivia shares her email address and phone number, this information can be considered as such.

Under Enterprise>tool>Athena, _______ is defined as a set of requirements intended to ensure that all companies that process, store, or transmit credit card information maintain a secure environment.

What is Viator's primary mode of contact?

• Phone

• Phone and Email

• Email

• Live Chat

Scenario: You receive an email from Viator informing you about their new Augmented Reality (AR) feature and their free cancellation policy. The email also mentions that if you cancel, you can expect a refund within 30-45 days or by the next billing cycle.

What should you do if you decide to cancel your booking?

• Wait for 30 days before contacting customer support.

• Cancel your booking and expect a refund within 30-45 days or the next billing cycle.

• Cancel your booking and assume you will not receive any refund.

• Contact customer support immediately after cancelling for a refund confirmation.

Answer explanation

Option B is the correct answer because it directly follows the information provided in the email from Viator. The email states that if you choose to cancel your booking, you can expect a refund within 30-45 days or by the next billing cycle. This means that by cancelling and following the outlined process, you will receive your refund as specified.

A customer contacts you to request an amendment to their existing booking. They are frustrated and want to change the dates of their trip.

What is the appropriate response you should give the customer?

• Tell the customer you can amend the booking and make the changes right away.

• Inform the customer that their booking cannot be amended per policy, and suggest they cancel and rebook according to the cancellation policy.

• Offer a partial refund if they choose to cancel.

• Transfer the request to a supervisor without providing any information to the customer.

Answer explanation

Option B is the correct answer because it aligns with the established policy regarding booking amendments. Here’s why:

1. Policy Adherence: The scenario specifies that customer bookings cannot be amended, so informing the customer about this policy is essential.

2. Alternative Solution: Suggesting that the customer cancel and rebook provides a clear alternative, which is in line with the company's cancellation policy. This gives the customer a practical way to achieve their desired outcome.

3. Resolution: Following this approach helps to resolve the customer's request in a manner consistent with company guidelines, ensuring clarity and maintaining customer trust.

You are reviewing a customer’s request to amend their booking. After checking, you find that there is a price change associated with the booking.

What should you do next?

• Accept the amendment request and proceed with the changes.

• Reject the amendment request since there is a price change, and move to the next step.

• Notify the supplier that you are awaiting the customer’s response about the price change.

• Cancel the booking immediately without notifying the customer.

Answer explanation

Option B is the correct answer because it follows the established protocol regarding price changes. Here’s why:

1. Policy Compliance: The guidelines clearly state that if there is a price change, the amendment request must be rejected. This ensures adherence to company policies and avoids confusion.

2. Next Steps: Rejecting the amendment allows you to proceed to the next steps outlined in the guidelines, ensuring that the process continues smoothly.

3. Customer Expectations: By rejecting the amendment due to the price change, you set accurate expectations for the customer regarding their booking options.

A customer contacts you about their booking, stating they noticed a mapping error just 36 hours before their activity date. You check and confirm that the activity date is within 48 hours. After calling the supplier, they confirm a mapping error. The supplier agrees to absorb the additional cost.

What should you do next?

• Inform the customer that the booking is confirmed as per the original details.

• Tell the customer to use the booking as originally planned.

• Offer the customer a free cancellation due to the mapping error.

• Inform the customer that they can use the booking as originally intended.

Answer explanation

Option D is the correct answer because it aligns with the established procedures after confirming the mapping error and that the supplier will absorb the additional cost. Here’s why:

1. Supplier Agreement: Since the supplier agreed to absorb the additional cost, the customer can continue using their booking as originally intended without any financial implications.

2. Clear Communication: Informing the customer that they can use the booking as intended provides clarity and reassurance, avoiding any confusion about their options.

3. Resolution of the Case: This action follows the protocol for resolving the case efficiently, as it confirms the customer's booking status after the issue has been addressed.

Other options are incorrect for the following reasons:

• A) Informing the customer that the booking is confirmed as per the original details lacks clarity about the supplier's absorption of costs and may lead to misunderstandings.

• B) Telling the customer to use the booking as originally planned is vague and does not reflect the resolution regarding the mapping error.

• C) Offering a free cancellation is unnecessary since the supplier is covering the costs.

Overall, option D effectively communicates the resolution while following the established procedures.