Exchange and Refunds Workflow

Which system is typically used to verify fare rules and eligibility for exchanges?

• CRM

• Gmail

• GDS

• Spreadsheet

What must be checked before proceeding with an exchange?

• Customer’s passport

• Fare rules and residual value

• Lounge access

• Booking window

Which of the following is a good phrase to use when dealing with a frustrated customer?

• “That’s not our fault.”

• “This isn’t something we can control.”

• “I understand how upsetting this must be.”

• “Just be patient.”

What’s the best approach when you can’t meet the customer’s refund expectation?

• End the call quickly

• Explain the policy calmly and offer alternatives

• Say nothing

• Transfer them immediately to the airline

Which situation does not typically require a full refund?

• Passenger was downgraded from Business to Economy

• Flight was canceled by airline

• Passenger wants to cancel due to personal reason

• Passenger was denied boarding due to overbooking

When handling Airline Direct refunds, what documentation is crucial to secure?

• Hotel vouchers

• GDS remarks and ticket status

• Travel insurance

• Immigration stamps

If a customer claims they were downgraded involuntarily, what should the agent do first?

• Apologize and offer miles compensation

• Check airline policy and CRM documentation

• Issue a refund immediately

• Refer to the airport manager

What defines a voluntary upgrade in the context of Airline Direct bookings?

• Upgrade made at airport due to seat shortage

• Upgrade paid for by the airline

• Upgrade requested by customer using their own miles or funds

• Complimentary upgrade from agent

In case of a refund for a multi-passenger booking, what’s a key step?

• Cancel all tickets regardless of passenger consent

• Create separate refund entries for each passenger

• Only refund the main traveler

• Wait for the airline to initiate

Airline Direct refunds are processed automatically without agent intervention.

• True

• False