Final Test Flashcards
1
Q
american hubs
A
DFW, CLT, PHX, PHL, MIA
2
Q
UNITED HUBS
A
DEN, ORD, SFO, IAD, IAH
3
Q
delta hubs
A
ATL, SLC, JFK, DTW, MSP
4
Q
southwest hubs
A
MDW, BWI, DAL, HOU, LAS, BNA
5
Q
quick cancel segments and rebook for a different date
A
X1/023AUG
6
Q
quick cancel segments and rebook in differnt class
A
X1/0J
7
Q
first class codes
A
A, P, F
8
Q
business class codes
A
J, C, D, Z, I
9
Q
coach class codes
A
y class and everything below
10
Q
delta comfort code
A
W and S
11
Q
southwest business select code
A
K
12
Q
american basic code
A
b
13
Q
delta basic code
A
E
14
Q
united basic code
A
N
15
Q
format to view summary of fare rules for the fare on line number 3 in the tariff display
A
$V3/S
16
Q
format to view line resctrictions on line 3
A
$LR3
17
Q
on a tariff where do you click to view all fare rules together
A
fare basis code
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
19
Q
format to update your ATFQ
A
T:V
20
Q
format to retain / keep your ATFQ as is
A
T:R
21
Q
reorder segments
A
/0/2
reads after segment 0 insert segment 2
second segment is the one that is moving
22
Q
insert arunk after segment 2
A
/2+Y
23
Q
common airline restrictions
A
routing specific dates ticketing dates minimum stay maximum stay advanced purchase
24
Q
what is the routing restriction
A
specific cities that a traveler may transit while using a fare
25
what is the minimum stay restriciton
a traveler must stay at a destination for a certain length of time
26
what is the maximum stay restriction
a traveler cannot stay at a destination longer than this date range
27
what is the advanced purchase restriction
how far prior to a departure fate a ticket must be purchased
28
coach full fare booking code
y
29
coach discounted booking codes
B, M, U, H, Q, V
30
what indicates a connecting flight in a linear
/X
31
what are the taxes that a ticket is subjected to
US
AY
XF
ZP
32
what is the US tax and how much is it
us excise tax
| 7.5%
33
what is the AY tax and how much is it
security tax
| 5.60 per direction capped at $11.20
34
what is the XF tax and how much is it
passenger facilities charge
| between 3 and 4.5 dollars depending on airport
35
what is the ZP tax and how much is it
segment fee
| 4.50 per segment
36
examples of fraud red flags
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
37
view bar while not emulated in correct psuedo
S*2D69/FEMA
38
view Par while not emulated in correct psuedo
S*2D69/FEMA-SMITH A
39
view bar emulated in correct psuedo
S*FEMA
40
view Par emulated in correct psuedo
S*FEMA-SMITH A
41
format to redisplay the last profile that was viewed
S*R
42
format to display the BAR level associated with a PAR
S*B
43
concur accounts
```
fema
fletc
bfs
itc
iaops
```
44
format to scrape
SPE
45
what does the scrape pull
moves FOP & frequent flier numbers into PNR only do with non-CONCUR pars
46
format to display individual FOP info in non-concur profiles
SP*GP
47
format to display company/ org FOP info in non-concur profiles
SP*GB
48
format to display airline frequent flier numbers
SP*MI
49
format to display rental frequent renter numbers
SP*MI/CAR
50
format to display frequent guest numbers
SP*MI/HOTEL
51
when do you remove the CLIQ lines in a res
for FEMA disaster travel
52
what is the rule for FEMA reservations
RULA15QK/FEMACG
53
what category of items in a rule must be complete before savinf
RULE - END MANDATORY
54
what does this card type start with, how many digits does it have, and what is the code for it - mastercard
CA
5
16 digits
55
what does this card type start with and how many digits does it have - visa
VI
4
16 digits
56
what does this card type start with and how many digits does it have - discover
DS
6
16 digits
57
what does this card type start with and how many digits does it have - american express
AX
15 digits
3
58
what does this card types code how many digits does it have - UATP
TP
| 15 digits
59
what is the only vendor to require billing zip and CVV
Amtrak
60
what do FOPs for JET blue require
/OK at the end of field
61
format to enter a basic FFY
MP*UAabc1234
62
format to enter a FFY for cross acrual
MP*[]UAabc1234
63
UA FFY sequence
2 or 3 letters first, rest are numbers
64
AA FFY sequence
mix of letters and numbers
65
DL FFY sequence
numbers only
66
display FFY info in PNR
*MP
67
check airline partnerships
MAT/D/UA
68
cancel specific airlines FFY out of record
MP/X/*UA
69
cancel all FFY info out of record
MP/X/*ALL
70
enter FFY info for pax 1 of multi pax res
MPN1*UAabc123456
71
enter FFY info for pax 1 of multi pax res cross accrual
MPN1*[]UAabc123456
72
format to clear quality control if dfferent location
[]:5N/ITIN OK
73
basic format to enter a SSR
[]:3
74
format to enter a SSR wheelchair
[]:3WCHR
75
format to enter a SSR wheelchair segment 1
[]:3WCHR/S1
76
format to enter a SSR wheelchair pax 1 multi pax res
[]:3WCHR/N1
77
basic OSI format
[]:3OSIUA (freeform)
78
OSI format to link PNRs to companion travelers
[]:3OSIUA traveling with John Smith 123B4C
79
basic associated remark format segment 2
RMA02: (freeform)
80
format to change a remark
RMC:2: (freeform)
81
format to delete a remark
RMC:3
82
keyboard shortcut for the GOV script
G
83
keyboard shortcut for the secure flight script
f
84
keyboard shortcut for the savings script
N
85
keyboard shortcut for the concierge script
6
86
keyboard shortcut for the concur script
9
87
keyboard shortcut for the hotel script
h
88
keyboard shortcut for the GOV osi script
O
89
que a record to quality control and email if first time
QEP/42E/70*CQC
90
que a record to resend email
QEP/42E/96
91
format to que record to quality control and email it
QEP/42E/96+42E/70*CQC
92
Common car types
```
CCAR
FCAR
SCAR
ICAR
FFAR
IFAR
SFAR
FVAR
MVAR
```
93
preferred rental car vendors
```
aviz
hertz
budget
alamo
national
enterprise
```
94
negotiated rate codes
XVU
XVC
FEMA
XPV`
95
how long after issuing can a straight sell ticket be voided
24 business hours
96
how long after issuing can an exchanged ticket be voided
on the same calendar day of exchange
97
can we quote from tariff disply? why or why not
no only shows base fare plus us tax
98
what is national travel's mission statement
to provide extreme service to our customers, both external and internal, by commiting to customer focus, teamwork, discipline, and personal development
99
what are hte steps of uplifting service
```
unbelievable
surprising
desired
expected
basic
```
100
where do you click to display the service info for a flight
on the flight number
101
format to quick modify the tariff display to show american filghts only
$D+AA
102
on the tariff display where you you click to view the penlty info
the fare price
103
format to sell a rental car into res
01A(line #)/CD-(corporate rate)/ID-(membership number)/SI-(special service number)
104
in hotel retail what info tab is used to view cancellation policy, rate breakdown, etc?
rules
105
what is the format to signon for the day
SON/ZDIAC8
106
what is the format toswitch from screen a to screen b
SB
107
what tis the format to display all screens that your are emulated in and what psuedo
OP/W*
108
wht hilton hotels normally have kitchens
homewood suites
home2suites
full size fridge and microwave but no stove tops
109
what intercontinental hotels and resorts have kitchens
candlewood suites
| staybridge suites by holiday inn
110
what mariott brand hotels have kitchens
elements
execustay
residence inns by marriott
townplace suites by marriott
111
what exclusively choice brand hotels have kitchens
mainstay suites
112
code for ever intercontinental hotel and resorts chain
6C
113
what is the code for all exclusively choice brand hotels`
EC
114
avis code
ZI
115
enterprise code
ET
116
Budget code
ZD
117
national code
ZL
118
Hertz code
ZE
119
alamo code
AL
120
the 5 key elements of an uplifting service architecture according to ron kaufman
1. start with why
2. take the lead
3. build with blocks
4. learn to improve
5. drive forward
121
the 7 touchpoints of communication according to nancy firedman
1. voicemail
2. face to face
3. telephone
4. Im
5. letter
6. fax
7. email
122
7 types of questions according to nancy firedman
```
open-ended
closed ended
probing
echoed
learning
the and technique
disguised response
```
123
5 forbidden phrases according to nancy foredman
```
i dont know
we can't do that
you'll have to
just a second
no at the start of a sentence
```
124
6 cardinal rules of cutomer service according to nacy firedman
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
