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Total questions: 70
Worksheet time: 39mins
In the hospitality/tourism subject coded HPC 2013, which competency unit is emphasized for trainees?
K1 Managing booking changes
K2 Marketing travel packages
K3 Front-office accounting
K4 Food and beverage operations
According to the learning outcomes, which task relates to understanding the conditions under which bookings may be altered?
Stating terms and conditions of booking changes
Preparing monthly sales reports
Conducting guest satisfaction surveys
Scheduling housekeeping staff
Which procedure focuses on issuing a ticket again after a modification?
Reissue
Refund
Cancellation fee
Reservation hold
Which activity involves returning money to the customer after a booking change or cancellation?
Refund procedure
Reissue procedure
Upsell procedure
Check-in procedure
The program listed under the department of Hospitality is primarily concerned with which area?
Pelancongan (Tourism)
Retail Management
Culinary Arts
Event Technology
Which of the following is explicitly a trainee outcome related to financial aspects of booking changes?
Stating types of cancellation fees
Designing promotional posters
Training front desk etiquette
Planning tour itineraries
Identify the semester and year referenced for the Kertas Penerangan (Information Sheet).
Semester 2, 2023
Semester 1, 2022
Semester 3, 2024
Semester 2, 2022
Which statement best matches the competency learning focus for K1?
Manage booking changes including terms, fees, reissue, and refund
Develop marketing strategies for international tourists
Analyze macroeconomic trends affecting hospitality
Operate food production equipment safely
What is the primary department overseeing the HPC 2013 course?
Hospitality
Business Law
Information Technology
Logistics
Which item would most likely be classified as a 'jenis perubahan tempahan' in this context?
Changing travel dates
Installing new POS systems
Conducting staff appraisals
Launching a social media campaign
According to the introduction, why are bookings and tickets considered essential in the service industry for tourism?
They allow providers to avoid paying penalties to regulators
They ensure services are well managed and fully owned by customers
They guarantee all services are free to loyal customers
They replace the need for trained staff in managing operations
Which statement best reflects the nature of the tourism service industry described in the material?
It offers a single standardized product to all customers
It consistently offers a variety of products and services without limits to customers
It restricts services to members only
It focuses solely on transportation services
What is the primary reason for following correct procedures when amending bookings?
To ensure changes are made randomly to accommodate demand
Because various situations may require booking changes, which must be handled properly
To prevent customers from owning their bookings
To eliminate the need for customer service
Which of the following is a stated term and condition for booking amendments?
Amendments can be made after the service has been used
Amendments are only allowed if the customer holds premium status
Amendments are carried out only after a booking has been made
Amendments must be requested without considering seat availability
In relation to seat availability, when can a booking amendment be performed?
Only when there is seat availability at the time the change is desired
Regardless of seat availability, changes are always accepted
Only if availability is checked after the ticket time limit
Only when the service is already in use
What is the policy on charges for booking amendments?
No charges are applied for any amendments
A penalty or fee is imposed for each amendment
Fees are charged only for first-time customers
Charges depend solely on the service provider’s mood
When must a booking amendment be made relative to the use of the service?
After the service has been fully utilized
At any time during the service
Before the service is used
Only after the ticket time limit
What does the term 'Ticket Time Limit' imply in the conditions for booking amendments?
Amendments must be made after this time limit has passed
Amendments must be made before this specified time limit
The time limit applies only to premium customers
It refers to the time the service begins
Which combination of conditions must be satisfied for a booking amendment based on the material?
Booking exists, seat availability is confirmed, penalty applies, change occurs before service and before Ticket Time Limit
Booking exists, no seats are needed, penalty waived, change after service is used
No booking exists, seats are available, penalty applies, change after Ticket Time Limit
Booking exists, seat availability ignored, penalty applies, change anytime
Why might the tourism service industry frequently encounter booking amendments, according to the introduction?
Because the industry rarely offers product variety
Because multiple situations arise requiring changes to bookings
Because customers are not allowed to manage their reservations
Because services are permanently fixed once booked
In airline booking management, what does a reroute involve according to the policy described: Changing the travel path to a different destination or to the same destination via a different route.
Only changing flight times without altering destinations or routes
Changing the travel path to a different destination or to the same destination via a different route
Upgrading the cabin class while keeping the original itinerary
Switching airlines on the same route without any itinerary change
Which example illustrates a destination change under reroute: Original booking KUL – MYY; New booking KUL – BKI.
KUL – MYY changed to KUL – KCH – MYY
KUL – MYY changed to KUL – BKI
KUL – BKI changed to KUL – MYY
KUL – KCH – MYY changed to KUL – MYY
Which scenario shows a route change while keeping the destination: Original booking KUL – MYY; New booking KUL – KCH – MYY.
A direct flight KUL – MYY changed to KUL – BKI
A direct flight KUL – MYY changed to KUL – KCH – MYY
KUL – BKI changed back to KUL – MYY
Adding a return segment without changing the outbound
What does rebook mean in this policy: Making a new booking after cancelling the previous booking.
Modifying seat selection on the same ticket
Making a new booking after cancelling the previous booking
Printing an extra copy of the boarding pass
Changing the payment method for an existing booking
Reissue is defined as reprinting or reissuing the flight ticket. Which is one factor that requires a reissue: The customer makes a change to the booking.
The airport changes gate numbers
The customer makes a change to the booking
The flight departs earlier than scheduled
The fare decreases after purchase
Which situation would NOT typically trigger a ticket reissue under the listed factors?
Customer changes the booking
Customer cancels the booking and makes a new booking
Customer loses the itinerary or boarding pass
Airline adds an extra snack to the service
Cancellation in this context refers to: Cancelling a flight booking.
Changing the travel date without altering route
Cancelling a flight booking
Upgrading to business class
Checking in online
Given the policy, match each action to its definition: Reroute, Rebook, Reissue, Cancellation.
Reroute: change travel path or destination; Rebook: cancel old booking and make a new one; Reissue: issue the flight ticket again; Cancellation: cancel a booking
Reroute: print ticket again; Rebook: change seat; Reissue: change destination; Cancellation: upgrade class
Reroute: cancel booking; Rebook: change route; Reissue: buy new ticket; Cancellation: check in online
Reroute: add a stopover; Rebook: switch airlines; Reissue: change fare; Cancellation: change travel date
A customer originally booked KUL – MYY but now wants to travel to BKI. According to the policy, which process applies?
Rebook
Reissue
Reroute
Cancellation
A customer cancels their original booking and makes a new booking. Later, they lose the boarding pass for the new flight. Which sequence of processes is most consistent with the policy?
Rebook then Reissue
Reroute then Cancellation
Cancellation then Reroute
Reissue then Rebook
Which scenario best describes a "No show" in airline cancellation fees?
A passenger cancels the reservation before the flight and receives a refund
A passenger with a reservation fails to use it and does not cancel prior to departure
A passenger arrives early and accepts the earliest available flight
A passenger changes from Economy to Business class
In the context of cancellation fee types, what does "Go Show" refer to?
Showing up for a flight without a reservation
Changing the booking class after ticketing
Failing to check in for a reserved flight
Purchasing a ticket online
Which action is an example of "Class Changes" according to the material?
Switching from Economy to Business class
Arriving at the airport without a reservation
Not cancelling a reservation before departure
Reissuing a ticket with updated passenger details
Which statement about Reservation Booking Designator (RBD) is accurate?
RBD is unrelated to booking class and used only for seat assignments
RBD has the same meaning as booking class and is a code used to identify it
RBD refers to the passenger’s meal preference code
RBD is determined by airport capacity rather than fare basis
According to the material, why do airlines use booking classes (RBD)?
To manage passenger entertainment options
For profit-oriented control and optimal use of capacities at the booking level
To assign crews to flights based on seniority
To eliminate the need for fare basis codes
What typically determines the booking class (RBD) as noted in the content?
Airport gate availability
Fare basis
Time of day of the flight
Loyalty program tier
Which is the correct first step in the Reissue Procedure flowchart?
Print and issue new booking documents
Update the changed booking information
Obtain customer information
Make changes to customer/booking information
In the Reissue Procedure, which step comes immediately after making changes to customer/booking information?
Obtain customer information
Update the changed booking information
Cancel the reservation
Issue a refund
Which is the correct final step in the Reissue Procedure described in the flowchart?
Obtain customer information
Make changes to customer/booking information
Update the changed booking information
Print and issue the new booking document
Which option best distinguishes "No show" from "Go Show" as defined?
No show involves arriving without a reservation; Go Show involves cancelling a reservation before departure
No show is failing to use a reservation without cancelling; Go Show is flying without having made a reservation
No show is changing booking class; Go Show is updating passenger details
No show and Go Show both mean the passenger cancels before departure
According to the visual workflow titled “Reimbursement to the purchaser of all, or a portion, of a fare for an unused service,” which step comes first in the refund process?
Mendapatkan pengesahan agensi/syarikat
Memproses permohonan pembayaran semula
Mengisi borang pembayaran semula
Mendapatkan dokumen persetujuan
In the same refund workflow, what is the final outcome for the purchaser after the application is processed and approved?
Mendapatkan dokumen persetujuan
Menerima pembayaran semula
Mengisi borang pembayaran semula
Memproses permohonan pembayaran semula
Which step logically requires formal consent documentation before agency/company verification in the refund process?
Mengisi borang pembayaran semula
Mendapatkan dokumen persetujuan
Memproses permohonan pembayaran semula
Menerima pembayaran semula
Arrange the following steps in the correct order for processing a refund for an unused service: 1) Mendapatkan pengesahan agensi/syarikat, 2) Menerima pembayaran semula, 3) Mengisi borang pembayaran semula, 4) Memproses permohonan pembayaran semula, 5) Mendapatkan dokumen persetujuan.
3 → 5 → 1 → 4 → 2
3 → 1 → 5 → 4 → 2
5 → 3 → 1 → 4 → 2
1 → 5 → 3 → 4 → 2
Which step most likely involves checking eligibility and ensuring required approvals before the refund is issued?
Menerima pembayaran semula
Memproses permohonan pembayaran semula
Mengisi borang pembayaran semula
Mendapatkan dokumen persetujuan
What is the primary purpose described by the bullet point at the top of the page?
Issuing credits for future purchases regardless of usage
Reimbursement to the purchaser of all, or a portion, of a fare for an unused service
Charging penalties for cancellations of used services
Providing loyalty rewards for frequent customers
Which step directly precedes “Memproses permohonan pembayaran semula” in the workflow?
Mendapatkan pengesahan agensi/syarikat
Mengisi borang pembayaran semula
Menerima pembayaran semula
Mendapatkan dokumen persetujuan
If an applicant skips “Mendapatkan dokumen persetujuan,” which earlier step did they complete, according to the chart?
Memproses permohonan pembayaran semula
Menerima pembayaran semula
Mengisi borang pembayaran semula
Mendapatkan pengesahan agensi/syarikat
Which stage is most likely to involve communication with the purchaser to inform them of the outcome?
Menerima pembayaran semula
Mendapatkan dokumen persetujuan
Mengisi borang pembayaran semula
Mendapatkan pengesahan agensi/syarikat
Based on the workflow, which step is focused on organizational validation rather than customer action?
Mengisi borang pembayaran semula
Mendapatkan pengesahan agensi/syarikat
Menerima pembayaran semula
Mendapatkan dokumen persetujuan
Which option best defines reroute in airline ticketing?
Changing the travel date while keeping the same route
Altering the itinerary to a different route or destination
Reprinting the same ticket with corrected passenger details
Canceling the reservation and processing a refund
In airline reservations, rebook most accurately refers to which action?
Issuing a brand-new ticket after a name change
Booking the passenger again on a different flight or date
Changing the route without changing the flight date
Converting a refund into a travel voucher
Reissue is best described as:
Canceling a ticket and returning payment
Modifying an existing ticket and issuing an updated ticket document
Switching to standby (go show) status at the airport
Adding an ancillary service without changing the ticket number
Which statement best captures cancellation in ticketing terms?
Changing the departure airport only
Removing the booking or ticket and reversing the transaction subject to rules
Upgrading the fare class while keeping the same route
Holding a seat without payment until check-in
Which scenario is a No Show?
Passenger does not appear for the flight despite having a valid booking
Passenger arrives early and requests immediate boarding (go show)
Passenger changes to a later date via rebook
Passenger cancels and receives a refund
Which scenario best fits Go Show?
Passenger misses the flight and seeks penalty waiver
Passenger appears at the airport without prior booking, requesting standby or immediate boarding
Passenger requests cancellation before ticketing
Passenger reissues the ticket to change the name
Which step is commonly part of a ticket reissue procedure?
Verify fare rules, collect any fare difference and fees, and issue a new ticket document
Cancel the booking and return all funds unconditionally
Change only the passenger name with no documentation update
Upgrade to business class without recalculating fares
When processing a customer refund, which action is most appropriate?
Ignore fare rules if the customer is dissatisfied
Validate eligibility, calculate refundable amounts and penalties, and submit refund through authorized channel
Offer a reissue automatically without customer consent
Convert all refunds to vouchers regardless of ticket type
Which difference between a booking (reservation) and ticketing is most accurate?
A booking confirms payment; ticketing only holds seats temporarily
Booking holds a seat in the system; ticketing generates the financial document authorizing travel
Ticketing occurs before booking in all cases
Booking and ticketing are identical terms
Which action most appropriately addresses a passenger who is a No Show?
Automatically reissue the ticket without fees
Apply no-show penalties per fare rules and require rebooking for later travel
Provide full refund with no deductions
Upgrade the passenger to the next available class
Which source is cited as an introduction to Computer Reservation System and includes a Slideshare link?
Angelina Njegus (2013, July 19)
Arfah Binti Kassim et al. (2007)
Bahagian Pendidikan Teknik Vokasional (2013)
Marcorelano (2013, Oct 19)
Which reference specifically mentions “Pelancongan dan Rekreasi Tingkatan 4 dan 5” in its title?
Khairuddin Bin Khalil & Norlili Juwita Binti Arshad (2007)
Arfah Binti Kassim, Mohamad Fauzi Bin Mokhtar & Safiza Binti Alfian Yusuf (2007)
Eriana Sulastri Binti Mispan (n.d.)
Bahagian Pendidikan Teknik Vokasional (2013)
Which reference lists the publisher Dewan Bahasa dan Pustaka, Kuala Lumpur and focuses on “Asas Kemahiran Pelancongan Tingkatan 4 dan 5”?
Khairuddin Bin Khalil & Norlili Juwita Binti Arshad (2007)
Eriana Sulastri Binti Mispan (n.d.)
Marcorelano (2013, Oct 19)
Angelina Njegus (2013, July 19)
Which item is a governmental curriculum standard document for vocational education in tourism?
Bahagian Pendidikan Teknik Vokasional (2013)
Marcorelano (2013, Oct 19)
Angelina Njegus (2013, July 19)
Eriana Sulastri Binti Mispan (n.d.)
Which reference is associated with Kolej Antarabangsa Teknologi & Profesional Perlis, Malaysia and addresses Airline Ticketing HTM 1153?
Eriana Sulastri Binti Mispan (n.d.)
Bahagian Pendidikan Teknik Vokasional (2013)
Khairuddin Bin Khalil & Norlili Juwita Binti Arshad (2007)
Arfah Binti Kassim et al. (2007)
Which source is explicitly about Flight Reservation and Ticketing System and is retrieved from Slideshare with an October 19, 2013 date?
Marcorelano (2013, Oct 19)
Angelina Njegus (2013, July 19)
Bahagian Pendidikan Teknik Vokasional (2013)
Khairuddin Bin Khalil & Norlili Juwita Binti Arshad (2007)
Which two references are books from Dewan Bahasa dan Pustaka, Kuala Lumpur?
Arfah Binti Kassim et al. (2007) and Khairuddin Bin Khalil & Norlili Juwita Binti Arshad (2007)
Angelina Njegus (2013) and Marcorelano (2013)
Bahagian Pendidikan Teknik Vokasional (2013) and Eriana Sulastri Binti Mispan (n.d.)
Arfah Binti Kassim et al. (2007) and Marcorelano (2013)
Which citation includes a specific ministry: Kementerian Pelajaran Malaysia, Kuala Lumpur?
Bahagian Pendidikan Teknik Vokasional (2013)
Eriana Sulastri Binti Mispan (n.d.)
Angelina Njegus (2013, July 19)
Marcorelano (2013, Oct 19)
Which references are online Slideshare presentations rather than printed curriculum books?
Angelina Njegus (2013, July 19) and Marcorelano (2013, Oct 19)
Arfah Binti Kassim et al. (2007) and Khairuddin Bin Khalil & Norlili Juwita Binti Arshad (2007)
Bahagian Pendidikan Teknik Vokasional (2013) and Eriana Sulastri Binti Mispan (n.d.)
All seven references are Slideshare links
Which item most likely provides a school curriculum framework for tourism at the secondary level and is dated 2007?
Khairuddin Bin Khalil & Norlili Juwita Binti Arshad
Marcorelano
Angelina Njegus
Eriana Sulastri Binti Mispan
