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WorksheetsBPO Part 6
Total questions: 30
Worksheet time: 23mins
If an extra request is made while booking a round trip, what is the total amount that I can book without approval?
50
100
Check the travel policy on TD
Check the budget policy on TD
It is not always possible to add extras via the NDC. The preferred method remains to be directly on the airline’s website.
TRUE
FALSE
We received this voluntary flight cancellation request from the client and we should handle it.
TRUE
FALSE
Which of the following airlines is/are under Farelogix? (Select all that applies)
Lufthansa
Austrian Airlines
SWISS
Brussels Airlines
The usual airline voiding period is before 12MN on the date of ticket issuance (consider local Spain time).
TRUE
FALSE
We received a partial flight voluntary cancellation request with a green box to proceed regardless of cost. Upon checking on the provider's platform, we confirm that the booking is non-refundable but can be rebooked for a fee. What should we do?
Proceed with the cancellation then inform the client using the macro BPO - Voluntary Flight Cancellation (Non-Refundable and Non-Changeable).
Proceed with the cancellation then inform the client using the macro BPO - Voluntary Flight Cancellation - Confirm with Client First (Non Refundable BUT Changeable).
Proceed with the cancellation then escalate the ticket for modification using the standard escalation macro.
Do not proceed with the cancellation. Inform the client first using the macro BPO - Voluntary Flight Cancellation - Confirm with Client First (Non Refundable BUT Changeable).
GLOVO client asked for any possible refund of the taxes.
Yes, refund client when complete
No, TravelPerk keeps the refund
A BPO agent never mentioned any tax refunds in all of our emails to our Revolut client.
Yes, refund client when complete
No, TravelPerk keeps the refund
A BPO agent never mentioned any tax refunds in all of our emails to our FAI client.
Yes, refund client when complete
No, TravelPerk keeps the refund
A 3DSignals client requested a nonrefundable flight cancellation and the airline advised that only the unused taxes can be refunded.
Yes, refund client when complete
No, TravelPerk keeps the refund
BPO agent proactively mentioned applying for a tax refund to the client.
Yes, refund client when complete
No, TravelPerk keeps the refund
Upon checking with the airline, the unused taxes will be refunded but the client has a Flexiperk subscription.
Yes, refund client when complete
No, TravelPerk keeps the refund
When handling involuntary flight cancellations, if the client accepts an alternative flight or checks for other flight options, we escalate the ticket using the standard escalation macro.
TRUE
FALSE
Flexiperk cancellations will only apply to involuntary cancellations.
TRUE
FALSE
FlexiPerk cancellations can only be applied if the request is received at least 2hrs before the flight departure or 4 PM local hotel time on the date of check-in.
TRUE
FALSE
The client has a normal Flexiperk subscription and the booking is fully nonrefundable.
Flexiperk does not apply for fully refundable bookings.
Log two refunds — a tax refund and a Flexiperk refund.
Log only a Flexiperk refund.
A Flexiperk refund is automatically processed by the system on TD.
We are handling a tax refund claim ticket however upon checking with the provider, the flight is not yet cancelled. How should we proceed?
We treat the case as a normal flight voluntary cancellation.
We request the tax refund via the airline webform.
We click Cancel Booking on TD and log a tax refund amount of 0.01. The Payments and Refunds Team will be the one to update the refund amount.
Escalate the ticket using the standard escalation macro.
The primary method to manage a booking issued via Travelfusion if it is not an NDC booking.
Travelfusion Reporting
Travelfusion IBE Manual Booking
Contacting Travelfusion through call/email.
Directly with the airline
The TD Automated Cancellation is only possible for certain airlines booked via Travelfusion and Gordian.
TRUE
FALSE
We click ___ under Herramientas when retrieving a booking in Agent Connect.
Reservar
PNR
Equipaje
Formularios
What is the payment method to be used when booking via Agentconnect.biz?
Card
Credit Line
BSP
Cash
If there is an error in requesting a refund thru Agentconnect.biz, we should:
Escalate the ticket using the standard escalation macro.
Inform the client that the ticket is nonrefundable.
Create a new ticket and request a BSP Link Refund from our Payments & Refunds team.
Ask for assistance via the POC Request workflow on Slack.
For failed trips, we handle the following providers in BPO: (Select all that applies)
Amadeus
Travelfusion_combinable
Travelfusion trains
Farelogix
Amadeus GDS
For failed trips, we should always cancel the original payment method.
TRUE
FALSE
We can manage Iberia bookings issued through Gordian via IAG portal.
TRUE
FALSE
The payment method in IAG portal.
BSP
Cash
VCC
Bank Transfer
The payment method on TD for BA/IB NDC bookings.
BSP
VCC
Cash
Bank Transfer
If the ticket status in Mystifly is "Not Booked", we should:
Proceed with creating a new booking.
Click Order Ticket and wait for the status to be "Ticketed".
Monitor the ticket within 2 hrs until the status changes to "Ticketed".
Call Mystifly to extend the ticketing time limit and re-attempt the order.
The Void button will only appear within the voiding window displayed in Mysticare.
TRUE
FALSE
If the client expects a free seat because of his frequent flyer program, they can select seats on the Platform for free.
TRUE
FALSE
