Practice Final Assessment: Written CO

A guest asks, “When you say residency, do you mean where I currently live or where I was born? I was born in Syria, and my passport is from there. However, I have asylum status in US, along with a green card and a driver’s license.”

What is the appropriate action to take in this case?

• Inform the guest that we cannot process reservations for citizens of Trade Sanctioned countries and apologize for any confusion.

• Proceed with the booking, but do not take payment, and warm transfer the call to the appropriate department.

• Create the booking as usual and process payment without restrictions.

• Complete the booking, accept payment, and then transfer the call to the proper department.

Scenario:
A guest asks, “If I book my airfare through you, will my transportation from the airport to the cruise port be included in the airfare price?”

• Complimentary round-trip transfers are always included; just print your vouchers.

• Transfers are not included in the airfare and must be booked separately

• Transfers are included only if you book your airfare and transfers at the same time.

Scenario:
Daniel calls and says, “I’d like to transfer $300 from my parents' booking to mine. Both bookings are for the same ship and sail date, and I have both booking numbers.”

True or False: A Funds Maintenance Transfer can be processed between two reservations as long as the caller provides both booking numbers, with no further verification required.

• False
• True

Fill in the Blank Question:

When performing a funds maintenance transaction, how should you enter $200 in the Total X-Referenced field? ​ (a)   ​

• 20000
• $200.00
• 200.00
• 200

Scenario: A guest asks, “I’m unsure about adding your travel protection now. If I change my mind later, can I call back and have it added to my booking?”

Complete the response: “We can add travel protection to your reservation anytime (a)   final payment.” ✅

• after
• 7 days after
• 7days before
• on or before

Michael and his family booked a 10-Night Alaska Cruisetour, but their plans changed, and they can only take the cruise portion. The Cruisetour is scheduled to begin in 40 days. You advise that converting their reservation to a cruise-only booking will result in a ​ (a)   ​​cancellation charge per person and the rates will be updated to the current pricing.​

• $1,300
• $1,000
• $850
• $1,500

Question:
Which of the following self-service features are available in the Partner Express tool on CruisingPower? (Select all that apply)

• Best Price Guarantee requests

• Purchase and manage Onboard Credits

• Request a Future Cruise Credit

• Transfer a Future Cruise Credit

Scenario:
A guest says, “I usually book hotels through Expedia. Is there any benefit to using your Royal Caribbean Hotels program instead?”

Select all correct statements about the Royal Caribbean Hotels program:

• We offer refundable and non-refundable hotel options worldwide.

• Customer support is available 24/7 for assistance.

• Every hotel option we offer is refundable up to 30 days before sailing.

Scenario: A guest is canceling 4 refundable reservations and wants to know what cancellation fees apply. Match each reservation with the correct penalty:

4-night Mexico sailing, 31 Days to Sailing: ​ (a)   ​

14-night Mediterranean sailing, 65 Days of Sailing: ​ (b)  

7-night Caribbean sailing, 8 Days to Sailing: ​ (c)  

5-night Bermuda sailing, 80 Days to Sailing: ​ (d)  

• 50% of total price
• 100% penalty
• 25% of total price
• 75% of total price

Emma booked an airport transfer after her cruise but is unsure if she will need it. She wants to know how far in advance she must cancel to receive a refund. What is the correct policy?

• No cancellations are allowed

• A full refund is available if canceled at least one day before the cruise

• A full refund is available if canceled at least five days before the cruise

• Cancellations can be made up until the day of the cruise for a full refund