
Exchange and Refunds Workflow
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
Which system is typically used to verify fare rules and eligibility for exchanges?
CRM
Gmail
GDS
Spreadsheet
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What must be checked before proceeding with an exchange?
Customer’s passport
Fare rules and residual value
Lounge access
Booking window
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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.”
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When handling Airline Direct refunds, what documentation is crucial to secure?
Hotel vouchers
GDS remarks and ticket status
Travel insurance
Immigration stamps
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
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