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- 1. Multiple Choice
What is the process that we are going to follow if voyager is not displaying an amenity but the Website yes?
Advise the customer to call the hotel
Tell the customer that hotel is not offering it
Advise the customer that the amenity is offered by the hotel and send feedback through voyager.
Call the hotel to make sure they offer it.
- 2. Multiple Choice
What is the time for VNA follow up
48 hours
72 hours
24 hours
2 hours
- 3. Multiple Choice
What will you do if a customer is calling you about an agent error after 60 days?
Resolve the call as subjective error
Process a full refund
Offer 25 HCC
Advise the customer to contact their bank
- 4. Multiple Choice
What Brands does offer Rewards Program?
Hotels.com, Orbitz and Expedia
Travelocity, Expedia and Hotels.com
Any of them
Hotels.com, Expedia, Travelocity and Orbitz
- 5. Multiple Choice
How much is the value of the points in Travelocity Program?
There is no amount
10% of the booking
50 HCC
Nightly rate
- 6. Multiple Choice
What is the deadline for Price Guarantee on Expedia?
48 hours
24 hours in advance
Check in date
- 7. Multiple Choice
What are the brands that offer Premium status for Rewards members?
Orbitz, Travelocity, Hotels.com and Expedia
Hotels.com, Orbitz and Expedia
Any of them
Travelocity and Orbitz
- 8. Multiple Choice
What will you do if the customer ask you to make a change and pay with Orbucks
Advise the customer that we cannot pay with that
Cancel and rebook
Charge from the customer account the Orbucks
Advise the customer that they need to do it on line
- 9. Multiple Choice
What will you say if a customer ask you to redeem Expedia points after booking was pay for?
That we cannot do it
They need to do it on line
disconnect the call
advise customer to cancel and rebook
- 10. Multiple Choice
What will you do if a member from Compass Program wants to cancel their membership?
Cancel the account and process the refund
Advise the customer to email the direct department
Advise customer that we cannot do it because they pay for it
Process the refund and a coupon for the inconvenience
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