EL Quiz

1.       The customer is calling because the seats assigned to them are not together and they wanted to be seated together. What is the FCR reason that should be entered in the case?

• Assign/Purchase Seat

• Change/Reassign Seat

• Seat Information

• None of the above

As we all know we are required to offer survey to all calls except for?

• Escalated cases

• Bereavement Calls

• Cases that have already an email address on it

• All the above

When are we supposed to leave a remark in the PNR?

• All calls that are concerning PNR and no actions taken.

• All calls that are concerning PNR with actions taken.

• We do not leave a remark in the PNR on all types of calls.

• None of the above.

Please select the correct information that we should ask customers to pass GDPR.

• Booking reference number, Name of the customer, email address and last 4 digits of the card

• Booking reference number, Name of the caller, Name of the passenger, Gender, and Age

• Booking reference number/Flight Details, Name of the caller and relationship to customer, Name of customer, email address and last 4 digits of the card

• None of the above

When do we need to create a case?

• On all calls

• On all calls except for those who already have an existing case.

• Only when we feel like creating a case.

• We should never create a case for any call.

The customer is calling today September 2023 regarding their flight on December 2023 which was cancelled and wanted to confirm the new flights that were given to them. What type of call is this?

• Disruption

• Schedule Change

• Name Correction

• Seat Assignment

If the customer asked us if he can place the agent on hold for few minutes while checking with a colleague, what should we do?

• Advise the customer that you cannot wait on the line and just call back.

• Agree and just wait for the customer to comeback regardless of how long it takes.

• Advise the customer that you can only wait for a brief period (2 – 3 minutes).

• Ignore the customer and just disconnect the call.

What are the instances that we are only allowed to disconnect a call?

• Ghost/Phantom Call (No one is in the other line on the start of the call).

• If we already provided the information and are just going around circles with the customer (with warning).

• If a customer continues to be rude and use profanity despite warnings given.

• The customer stopped responding despite multiple call outs.

• All the above

Whenever we make a call back to the customer, we still need to perform verification and pass GDPR before providing any specific information or take action into the case/PNR/voucher etc.

• True

• False

• No comment

On which type of case are we only required to add a remark on it?

• Call Driver cases.

• Escalated cases.

• We always leave a remark in all cases.

• All the above.