
Upgrades Intro
Authored by Angie M
Professional Development
Professional Development

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14 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the correct way to describe an upgraded booking to the customer?
A. “You have an upgraded ticket.”
B. “You will be traveling in Business Class with all premium services.”
C. “Your ticket is partially upgraded.”
D. “This is a hybrid fare.”
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which airlines currently offer Cash Upgrades that are charged directly to the customer’s card?
A. Lufthansa Group and American Airlines
B. Turkish Airlines only
C. Qatar Airways and Royal Jordanian
D. United Airlines only
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How many checked bags are included by default in any upgraded booking?
A. Two
B. One
C. Three
D. None
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When handling a Lufthansa Cash Upgrade, what should you always remind the customer?
A. That upgrades are refundable within 24 hours
B. That only one payment will appear on their bank statement
C. That there will be two separate charges from different sources
D. That the upgrade includes unlimited checked bags
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following statements about the 24-hour void window for upgrades is true?
A. It applies only to mileage upgrades.
B. It does not apply to any upgrades.
C. It applies to all upgrades if booked via ConnexPay.
D. It only applies to rush upgrades.
6.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
What are two ways to confirm if a booking includes an upgrade to Business Class?
A. Check for airline remarks in the PNR
B. Automatically cancel and rebook the PNR
C. Match cabin codes in the itinerary with ticket mask
D. Reprice the full itinerary from scratch
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer books a rush flight upgrade on Qatar Airways. What must you do first?
A. Proceed with booking immediately
B. Confirm with an expert or supervisor before booking
C. Issue the ticket with a standard disclaimer only
D. Refund the upgrade if the customer requests it
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