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Quiz 4 - Change Existing Reservations

Voluntary changes are done by United without the customer's knowledge. Answer: False

2.Agents should use _________ when making voluntary changes. Answer: Navigator

3.The passenger has a ticket issued by a Travel Agency and is requesting to make changes. Answer: Refer the customer to the Travel Agency, If customer insists, advise that they will be charged reservation reissue fee. If the customer is okay, proceed with the change. Advise that future changes will be done with United.

4.What is the tool that aids in the Reshop Process? Answer: Automated Ticket Reissue Engine

5.What are the scenarios that make a PNR ineligible for Reshop processing? Answer: PNRs affected by involuntary changes (Schedule Change), Group Reservations

  1. For all domestic voluntary changes, a change fee will apply. Answer: FALSE

7.Prior to changing the customer's flight, what items need to be checked on the eTicket Answer: -016 Ticker Stock -Ticket Issuance Date -Fare Rules -Flight Coupon Status

  1. Samantha used the Priceline website to make her reservation. She can't change the reservation on the Priceline website. She tried to call the agency but failed. She chose to modify her schedule by giving UA a call. In Navigator, it is shown in the booking source: OTA (Online Travel Agency). To best assist her, you tried to pull up the record and discovered that it was not a bulk ticket. When you price the ticket, it shows a $50 reissue fee in the cost summary. Which is the best way to explain why Samantha needs to pay a re-issue fee?

Answer: The reservation reissue fee (RRF) applies when a United Customer Contact Center exchanges a ticket originally issued by outside booking sources e.g. a travel agency, an online booking engine (not united.com) or other airlines.

9.Philip received a call from Jimmy. He would like to fix his last name on the ticket. The last name must be Roman instead of Ronan. Which part of Navigator can Philip modify the name of? Answer: Philip should pull up the record in Navigator and use the Traveler Information Page to fix the name.

  1. Can you refund a ticket when multiple forms of payment were used in Navigator if it was cancelled within a 24-hour period? Answer: Yes. Navigator will calculate the amount to be returned to each form of payment.