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Agent Training > Final Test > Flashcards

Final Test Flashcards

1
Q

american hubs

A

DFW, CLT, PHX, PHL, MIA

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2
Q

UNITED HUBS

A

DEN, ORD, SFO, IAD, IAH

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3
Q

delta hubs

A

ATL, SLC, JFK, DTW, MSP

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4
Q

southwest hubs

A

MDW, BWI, DAL, HOU, LAS, BNA

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5
Q

quick cancel segments and rebook for a different date

A

X1/023AUG

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6
Q

quick cancel segments and rebook in differnt class

A

X1/0J

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7
Q

first class codes

A

A, P, F

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8
Q

business class codes

A

J, C, D, Z, I

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9
Q

coach class codes

A

y class and everything below

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10
Q

delta comfort code

A

W and S

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11
Q

southwest business select code

A

K

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12
Q

american basic code

A

b

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13
Q

delta basic code

A

E

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14
Q

united basic code

A

N

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15
Q

format to view summary of fare rules for the fare on line number 3 in the tariff display

A

$V3/S

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16
Q

format to view line resctrictions on line 3

A

$LR3

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17
Q

on a tariff where do you click to view all fare rules together

A

fare basis code

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18
Q

what does clicking on the +3 on a fare shop screen take you

A

other flight times under each pricing option/fare level

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19
Q

format to update your ATFQ

A

T:V

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20
Q

format to retain / keep your ATFQ as is

A

T:R

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21
Q

reorder segments

A

/0/2
reads after segment 0 insert segment 2
second segment is the one that is moving

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22
Q

insert arunk after segment 2

A

/2+Y

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23
Q

common airline restrictions

A 
routing
specific dates
ticketing dates
minimum stay
maximum stay
advanced purchase
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24
Q

what is the routing restriction

A

specific cities that a traveler may transit while using a fare

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25
Q

what is the minimum stay restriciton

A

a traveler must stay at a destination for a certain length of time

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26
Q

what is the maximum stay restriction

A

a traveler cannot stay at a destination longer than this date range

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27
Q

what is the advanced purchase restriction

A

how far prior to a departure fate a ticket must be purchased

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28
Q

coach full fare booking code

A

y

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29
Q

coach discounted booking codes

A

B, M, U, H, Q, V

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30
Q

what indicates a connecting flight in a linear

A

/X

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31
Q

what are the taxes that a ticket is subjected to

A

US
AY
XF
ZP

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32
Q

what is the US tax and how much is it

A

us excise tax

7.5%

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33
Q

what is the AY tax and how much is it

A

security tax

5.60 per direction capped at $11.20

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34
Q

what is the XF tax and how much is it

A

passenger facilities charge

between 3 and 4.5 dollars depending on airport

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35
Q

what is the ZP tax and how much is it

A

segment fee

4.50 per segment

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36
Q

examples of fraud red flags

A
  1. not a known traveler (no profile or past travel)
  2. emergency travel = travel departing within 24/48 hrs
  3. not local travel - not to/from Charleston or close airport
  4. one way travel, especially internationally
  5. incorrect pronunciation of local landmarks
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37
Q

view bar while not emulated in correct psuedo

A

S*2D69/FEMA

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38
Q

view Par while not emulated in correct psuedo

A

S*2D69/FEMA-SMITH A

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39
Q

view bar emulated in correct psuedo

A

S*FEMA

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40
Q

view Par emulated in correct psuedo

A

S*FEMA-SMITH A

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41
Q

format to redisplay the last profile that was viewed

A

S*R

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42
Q

format to display the BAR level associated with a PAR

A

S*B

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43
Q

concur accounts

A 
fema
fletc
bfs
itc
iaops
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44
Q

format to scrape

A

SPE

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45
Q

what does the scrape pull

A

moves FOP & frequent flier numbers into PNR only do with non-CONCUR pars

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46
Q

format to display individual FOP info in non-concur profiles

A

SP*GP

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47
Q

format to display company/ org FOP info in non-concur profiles

A

SP*GB

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48
Q

format to display airline frequent flier numbers

A

SP*MI

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49
Q

format to display rental frequent renter numbers

A

SP*MI/CAR

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50
Q

format to display frequent guest numbers

A

SP*MI/HOTEL

51
Q

when do you remove the CLIQ lines in a res

A

for FEMA disaster travel

52
Q

what is the rule for FEMA reservations

A

RULA15QK/FEMACG

53
Q

what category of items in a rule must be complete before savinf

A

RULE - END MANDATORY

54
Q

what does this card type start with, how many digits does it have, and what is the code for it - mastercard

A

CA
5
16 digits

55
Q

what does this card type start with and how many digits does it have - visa

A

VI
4
16 digits

56
Q

what does this card type start with and how many digits does it have - discover

A

DS
6
16 digits

57
Q

what does this card type start with and how many digits does it have - american express

A

AX
15 digits
3

58
Q

what does this card types code how many digits does it have - UATP

A

TP

15 digits

59
Q

what is the only vendor to require billing zip and CVV

A

Amtrak

60
Q

what do FOPs for JET blue require

A

/OK at the end of field

61
Q

format to enter a basic FFY

A

MP*UAabc1234

62
Q

format to enter a FFY for cross acrual

A

MP*[]UAabc1234

63
Q

UA FFY sequence

A

2 or 3 letters first, rest are numbers

64
Q

AA FFY sequence

A

mix of letters and numbers

65
Q

DL FFY sequence

A

numbers only

66
Q

display FFY info in PNR

A

*MP

67
Q

check airline partnerships

A

MAT/D/UA

68
Q

cancel specific airlines FFY out of record

A

MP/X/*UA

69
Q

cancel all FFY info out of record

A

MP/X/*ALL

70
Q

enter FFY info for pax 1 of multi pax res

A

MPN1*UAabc123456

71
Q

enter FFY info for pax 1 of multi pax res cross accrual

A

MPN1*[]UAabc123456

72
Q

format to clear quality control if dfferent location

A

[]:5N/ITIN OK

73
Q

basic format to enter a SSR

A

[]:3

74
Q

format to enter a SSR wheelchair

A

[]:3WCHR

75
Q

format to enter a SSR wheelchair segment 1

A

[]:3WCHR/S1

76
Q

format to enter a SSR wheelchair pax 1 multi pax res

A

[]:3WCHR/N1

77
Q

basic OSI format

A

[]:3OSIUA (freeform)

78
Q

OSI format to link PNRs to companion travelers

A

[]:3OSIUA traveling with John Smith 123B4C

79
Q

basic associated remark format segment 2

A

RMA02: (freeform)

80
Q

format to change a remark

A

RMC:2: (freeform)

81
Q

format to delete a remark

A

RMC:3

82
Q

keyboard shortcut for the GOV script

A

G

83
Q

keyboard shortcut for the secure flight script

A

f

84
Q

keyboard shortcut for the savings script

A

N

85
Q

keyboard shortcut for the concierge script

A

6

86
Q

keyboard shortcut for the concur script

A

9

87
Q

keyboard shortcut for the hotel script

A

h

88
Q

keyboard shortcut for the GOV osi script

A

O

89
Q

que a record to quality control and email if first time

A

QEP/42E/70*CQC

90
Q

que a record to resend email

A

QEP/42E/96

91
Q

format to que record to quality control and email it

A

QEP/42E/96+42E/70*CQC

92
Q

Common car types

A 
CCAR
FCAR
SCAR
ICAR
FFAR
IFAR
SFAR
FVAR
MVAR
93
Q

preferred rental car vendors

A 
aviz
hertz
budget
alamo
national
enterprise
94
Q

negotiated rate codes

A

XVU
XVC
FEMA
XPV`

95
Q

how long after issuing can a straight sell ticket be voided

A

24 business hours

96
Q

how long after issuing can an exchanged ticket be voided

A

on the same calendar day of exchange

97
Q

can we quote from tariff disply? why or why not

A

no only shows base fare plus us tax

98
Q

what is national travel’s mission statement

A

to provide extreme service to our customers, both external and internal, by commiting to customer focus, teamwork, discipline, and personal development

99
Q

what are hte steps of uplifting service

A 
unbelievable
surprising
desired
expected
basic
100
Q

where do you click to display the service info for a flight

A

on the flight number

101
Q

format to quick modify the tariff display to show american filghts only

A

$D+AA

102
Q

on the tariff display where you you click to view the penlty info

A

the fare price

103
Q

format to sell a rental car into res

A

01A(line #)/CD-(corporate rate)/ID-(membership number)/SI-(special service number)

104
Q

in hotel retail what info tab is used to view cancellation policy, rate breakdown, etc?

A

rules

105
Q

what is the format to signon for the day

A

SON/ZDIAC8

106
Q

what is the format toswitch from screen a to screen b

A

SB

107
Q

what tis the format to display all screens that your are emulated in and what psuedo

A

OP/W*

108
Q

wht hilton hotels normally have kitchens

A

homewood suites
home2suites
full size fridge and microwave but no stove tops

109
Q

what intercontinental hotels and resorts have kitchens

A

candlewood suites

staybridge suites by holiday inn

110
Q

what mariott brand hotels have kitchens

A

elements
execustay
residence inns by marriott
townplace suites by marriott

111
Q

what exclusively choice brand hotels have kitchens

A

mainstay suites

112
Q

code for ever intercontinental hotel and resorts chain

A

6C

113
Q

what is the code for all exclusively choice brand hotels`

A

EC

114
Q

avis code

A

ZI

115
Q

enterprise code

A

ET

116
Q

Budget code

A

ZD

117
Q

national code

A

ZL

118
Q

Hertz code

A

ZE

119
Q

alamo code

A

AL

120
Q

the 5 key elements of an uplifting service architecture according to ron kaufman

A
  1. start with why
  2. take the lead
  3. build with blocks
  4. learn to improve
  5. drive forward
121
Q

the 7 touchpoints of communication according to nancy firedman

A
  1. voicemail
  2. face to face
  3. telephone
  4. Im
  5. letter
  6. fax
  7. email
122
Q

7 types of questions according to nancy firedman

A 
open-ended 
closed ended
probing
echoed
learning
the and technique
disguised response
123
Q

5 forbidden phrases according to nancy foredman

A 
i dont know
we can't do that
you'll have to
just a second
no at the start of a sentence
124
Q

6 cardinal rules of cutomer service according to nacy firedman

A

people before paperwork
don’t rush your callers
be friendly before you known who it is
don’t be too busy to be nice
don’t use military lanuage around civillians
there ya go is not thank you and uh huh isn’t youre welcome

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