Upgrades Intro

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.”

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

How many checked bags are included by default in any upgraded booking?

• A. Two

• B. One

• C. Three

• D. None

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

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.

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

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

Which of the following is TRUE about schedule changes on upgraded bookings?

• A. The upgrade cost is always refundable, regardless of reason.

• B. No rebooking is possible under any circumstances.

• C. If the airline cancels, an alternative can be offered.

• D. Schedule changes do not affect upgraded bookings.

Why is it important to avoid mentioning that a ticket is “upgraded”?

• A. Because it is illegal to say so

• B. Because it may cause confusion or diminish perceived value

• C. Because upgrades are confidential

• D. Because the airline forbids this language

True or False: Mileage upgrades are still available for Turkish Airlines bookings.

• True

• False