WorksheetsNew Hire|Day 2 Week 2
Total questions: 10
Worksheet time: 20mins
Brian is calling to change his Hot Rate car reservation he made a mistake on the dates it should’ve been for the following month, you check previous cases and there was a previous exception made for wrong location, how would you proceed?
Offer rebook and refund as one time exception
Advise TOU since there was a previous exception made
Process full refund and refer him to book it online
I forgot my driver’s license and Enterprise is not letting me pick up the car. I really need you guys to help me, this is a honest mistake. What is the right response you should provide to your caller?
We are sorry to hear the car rental company will not allow you to pick up the car because you do not have a valid driver license. I submitted a refund request in the amount of $0.00. As you may know, Hot Rate bookings are typically non-refundable, but given your circumstances I am able to provide this exception. This refund is a one-time courtesy exception and any future requests for a refund due to not having a driver license will be denied.
After looking at the reservation, it appears one of our more restrictive rates was purchased. This means it is non-refundable and non-changeable. Unfortunately, we will not be able to cancel, change, or refund your reservation.
I am sorry to hear the car rental denied the service, Hotwire has a policy that allows you to refund your reservation as a onetime exception, keep in mind that similar requests in the future will be denied.
I believe my credit card was not billed when I booked the reservation I am looking to see if possible to change the pickup time because my flight got delayed 5 hours, now I just wonder how much the difference or fee should be to do that? What is the right process to follow?
Advise TOU
The reservation is held for 24 hours
Offer rebook and cancel
Jeff called in trying to get a resolution since the car breaks did not work properly they felt very soft he feels very unsafe, he’s at the company but the personnel at the car rental counter left him alone in the wait list. How would you proceed?
Advise TOU
Ask customer what resolution the agency has provided then call the car agency to try to accommodate the customer
Offer refund and rebook with no compensation, customer responsible for price difference
I’m at Alamo car rental counter in Love Field (DAL) airport but they are closed already, I was supposed to pick up the car at 9:00 pm but now that I just arrived 20 mins later, what would be the first step you need to take?
Call the supplier to confirm hours of operations
Process full refund right away
Advise customer that has 24 hours to pick up the car
Customer had a flight delay of 40 minutes and the agency was already closed when he got there. Now is calling to cancel his reservation of 3 days
Ask for the flight number and the carrier to confirm flight status, once we validate the schedule change, process the refund.
Advise customer he has 24 hours to pick-up the car, so he can pick-up the car the following day early in the morning when the agency opens.
Confirm hours of operations from the car rental and if we confirm that they are closed, process the refund and offer to rebook.
Jenny is calling because her 6 year-old daughter booked a Standard car reservation now she’s worried about it since she does not want to be penalized. What option would you provide to your customer?
Advise TOU
Guide the customer through the documentation that need to send to validate the case
Cancel the reservation process full refund
Cancel the reservation without penalties.
My husband was sent to Iraq due to government service, we were supposed to go on vacation but not anymore since it was a last minute decision. Is it possible to cancel and refund my reservation? Hot Rate deal. How would you proceed select all applicable?
Advise TOU
Verify dates overlap the date of the customer’s booking
Place booking in pending status
Let customer know of the information she need to send us.
Process full refund and thank them for serving our country
Betty called in because she changed her vacation at work and now she’s looking to change her Hot rate car reservation for a month later. How would you proceed?
Process full refund as a one time exception
Advise TOU
Offer Rebook and Cancel without a fee.
Robert is calling 5 days prior to pick-up to report a Snowstorm happening in the area where he lives, so he has decided not to travel, no previous notes found
Advise TOU because Snowstorm does not apply for FM Claim
Process Refund
Advise customer call us closer to the date of travel (no more than three days prior) to see if they still qualify for a FM Claim.
