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Mock Call Reviewer

This document provides details for a booking including: 1. Booking ID 123456789 for Mr. Michael ABRAHAMSON and Ms. Valeria Mintzi traveling from Tel Aviv to Brussels on December 26th and returning from Brussels to Porto on January 5th. 2. Baggage and cancellation policies for Brussels Airlines and Ryanair including free and paid baggage allowances, refund policies, and flight change fees. 3. Instructions for a mock call where the agent will need to verify booking details, answer passenger questions accurately, and handle any objections while maintaining good customer service.

Uploaded by

Shamay Gallano
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
115 views4 pages

Mock Call Reviewer

This document provides details for a booking including: 1. Booking ID 123456789 for Mr. Michael ABRAHAMSON and Ms. Valeria Mintzi traveling from Tel Aviv to Brussels on December 26th and returning from Brussels to Porto on January 5th. 2. Baggage and cancellation policies for Brussels Airlines and Ryanair including free and paid baggage allowances, refund policies, and flight change fees. 3. Instructions for a mock call where the agent will need to verify booking details, answer passenger questions accurately, and handle any objections while maintaining good customer service.

Uploaded by

Shamay Gallano
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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MOCK CALL V2:

Instructions: Please go through the details below on the reservation. There will be a mock call session
related to the reservation details below and the passenger will be asking questions about it. You will be
measured on your ability to respond to the query, accuracy of information provided, objection handling,
delivery of information and overall call handling.

Included below are the basic verification and Greeting and closing scripts.

• Greeting: Thank you for calling travel.com my name is ________________. May I have your
name please?
How can I help you today?
• Verification: You need to ask the Booking id and email address for verification purposes before
you answer the query of the passenger.
• 2 part Closing:
o Is there anything else I can help you with today?
o Thank you for calling Travel.com. Have a good day!

BOOKING ID: 123456789


PASSENGER NAME/S:
1. Mr. Michael ABRAHAMSON
2. Ms. Valeria Mintzi

TRIP DETAILS:
DEC 26, 2022
04:50 TLV Tel Aviv to 08:50 BRU Brussels Brussels Airlines SN 3294

JAN 05, 2023


11:00 BRU Brussels to 12:30 OPO Porto RyanAir FR 2928

POLICIES:

BRUSSEL AIRLINES:

BAGGAGE:
Additional baggage
Free baggage
Checked baggage
Included NO*
Upgradeable NO
Additional MMB
Dimensions 158 cm linear
Weight 23KG
Carry-on
Included YES
Dimensions 55 x 40 x 23 cm
Weight 8KG
Personal item
Dimensions 40 x 30 x 10 cm
Weight shared with carry-on**

CANCELLATION & REFUND:


Airline is currently only processing all monetary refunds (COVID-19 canceled flights included) via email
(preferred) or call
In emails always include: each PNR, names of PAX, phone numbers, and email addresses - for
confirmation
For flights canceled due to COVID-19, we can also request a full voucher refund via MMB/link (+
possibly an extra 50 EUR voucher based on date) - this will cancel all requests for monetary refunds

FLIGHT CHANGE:
If the no-show is canceled, Airline takes a 40 EUR penalty + fare difference to rebook the inbound flight

PAX DETAILS CHANGE:


Up to 2 hours prior to departure - no fee
Access via Call
Name changes: Not allow
Name correction: Only 2 letters

RYAN AIR AIRLINES:

BAGGAGE:
Checked baggage
Included NO
Upgradeable NO
Additional MMB
Dimensions 119 x 119 x 81 cm
Weight 20KG
• 10 kg CHB price 20 EUR via chat, online 10 EUR-25 EUR after Check-in
Carry-on
Included NO
Dimensions 55 x 40 x 20 cm
Weight 10KG
Personal item
Dimensions 40 x 20 x 25 cm
10KG
(if you receive any info from airline, that the weight of PI is less than 10KG - report it to #baggage-
reports slack channel)
Priority boarding
Included NO
Dimensions 55 x 40 x 20 cm
Weight 10KG
• Allows PAP to bring 2 bags - one which fits under the seat and second as CB dimensions).
• Price is between €/£8 and €/£22, is non-refundable. Cannot be switched between passengers or to
other bag ptions.
• Put in hold if priority boarding is not purchased - fees may apply.
Important:
• Baggage allowance can be pooled between passengers on booking. (Ex. Two pax, 2x20kg purchased,
they can travel with 25 + 15 kg suitcase as long as no bag is over 32kg.)
• If you need to check availability / add Priority Boarding or 10kg checked baggage on Ryanair and
there's no option to do it in MMB, there's a way to do it without calling airline or going on chat.
1. Go to Manage My Booking as usual.
2. Paste this link into your browser's search box (same tab) and press
enter: https://www.ryanair.com/sk/en/booking/extras/priority-boarding-and-cabin-bags
3. You will stay in the same MMB but now you will be able check the availability of Priority Boarding and
pay for PB/CHB. However, you need to login to the account. Please use one of 3 accounts mentioned in
AL card and mention it in the comments.
Baggage FAQs
Cabin baggage
Non-priority customers who wish to bring a second larger wheelie bag must purchase the 10kg CHB. The
price for adding it at the airport bag drop desk is €/£20 or €/£25 at the boarding gate (we offer this
when PB is sold out) -if departure in GB then £, otherwise €

CANCELLATION AND REFUND:


Voluntary Cancellation/Refund: fully NR
Tax refund/Claim refund task: fully NR
Involuntary Cancellation/Refund: we are not able to request refunds from the A/L anymore
• ask PAP to process the refund directly with the A/L via our template in Purecloud found under:
Folder: Claims - pax
Name: FR customer verification form - customer direct solution
• Mark the PNR as "refund denied" in Quick Frodo, A/L should process these refunds directly to PAP
GP: Refund not possible, only flight change
Medical/Death Refund: should be possible due to bereavement of an immediate family member within
28 days of intended flight date, via webform https://refundclaims.ryanair.com
Double-booking:
• Fully NR after departure
• Before departure: In case the first attempt to contact Ryanair for a refund due to double-booking
(PAX mistake) failed/was not successful, inform customer to contact the airline directly; in case
double-booking was Kiwi.com Mistake, try to contact Ryanair once - if not successful, consider
resa as non-refundable

FLIGHT CHANGE:
Up to 4 hours of departure.
• Time
• Date
• Route
Service fee:
If you make changes online the fee will be €/£45 per passenger, per one way flight. If you contact our
reservation center to make a change or ask for the change at our ticket desk at the airport, the fee will
be €/£60 per passenger, per one way flight
Nationality and passport details
Corrected for free (up to 4 hours of departure - we can change pp details in MMB online only before
check check-in).
Important
• If the age group remains the same DOB and PP details are not stored until check-in.( To change
the age group of the passenger it is free of cost and it can be changed contacting the AL)

PAX DETAILS CHANGE:


Name changes can be changed up to 2 hours before the flight via 'My Bookings' unless you have already
checked in, in which case please contact one of our agents using our live chat.
Name
• When you change a name online, the name change fee is 115€/£ per person and €/£160 at the
airport. -if departure in GB then £, otherwise €
A name change can be completed up to 4 hours prior to the departure time.
A name change should be possible free of charge within 24 hours from booking creation.
• While name correction take the price of the payment page after entering the credit card details. (
Card Details needs to be entered on the payment page as the AL charges processing fees which
helps in knowing the exact amount the AL charges )
• 1 letter can be changed free of charge via the webchat
(sometimes even complex name correction can be done free of charge via web chat - try and see)
•
No need to add middle names or second surnames
Maiden/married name & updates can be done between booking a flight and the date of travel and
can be amended free of charge at the check desk by showing proof (generally a copy of your marriage
license)

Nationality and passport details


Corrected for free (up to 4 hours of departure - we can change pp details in MMB online only before
check check-in).

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