BEX Tier 1 PKT 3



A red asterisk (*) indicates required questions.


  1. UID (without letter U)*


  1. For any cancel, make sure that all used segments must be OPEN (or can be opened), and in confirmed (HK) or airport control (AC) status*
    True
    False


  1. All Basic Economy tickets are non cancellable
    *
    True - All BEF are restrictive - they are all non changeable & non cancellable
    False - Transatlantic Flights are an exception
    False - Transpacific Flights are an exception
    False - Flights booked by Expedia Gold members are an exception
    False - Flights booked by VIP's are an exception since they are high value customers


  1. What are the two things agents need to inform an Expedia Gold customer if the caller wants to be transferred to the Expedia Gold Hotline?**
    Legal disclosures and Expedia Gold Contact number
    Potential Hold Time and Expedia Gold Contact number
    Legal disclosures and Potential Hold Time
    Refund Timeline and Legal Disclosures
    Self service options and Legal Disclosures


  1. For combined 1 way where 1 of the tickets is an LCC, what should be the first ITIN to be processed for cancellation?**
    The NON LCC ticket should be processed first for cancellation and have the customer transferred to LCC to have them cancel the 2nd ticket
    The NON LCC ticket should be processed first for cancellation and have the customer contact LCC for cancelling the 2nd ticket
    Ask the customer to cancel the LCC/ ticketless flight with the airline first. Then then can call us back to cancel the flight with the full-service airline.
    You can cancel both tickets at the same call via Vnext
    Transfer the call to T2 for GDS handling


  1. For ECR (Extenuating Circumstances Request), if the customer asks for the refund - what do we need to inform them?*
    Refund will be processed with 5 - 7 business days from the time email was sent
    The request was sent to the airline. They'll make the final decision on the refund.
    Refund will be processed by Tier 2
    Refund would go to the original form of payment
    Refund will be processed by Tier 3


  1. For ECR (Extenuating Circumstances Request), if the customer asks for the refund - what do we need to inform them if the customer went directly to the airline? (For American Airlines and United Airlines)*
    Let them know that the airline will respond to the customer and not expedia
    Refund will be processed by Tier 3
    Refund would go to the original form of payment
    Refund will be processed by Tier 2
    Refund will be processed with 5 - 7 business days from the time email was sent


  1. What do we need to do when cancelling an ITIN when ticket is still not issued?*
    Void the Flight as per Process
    Process 'Stop Ticket Issuance" to cancel the flight


  1. If the customer booked with points, they'll receive a refund to their original form of payment. That is, if the flight is eligible for the void.
    *
    True - Points would be automatically be returned since reservation was not used
    False - It is not Expedia's fault that the reservation is cancelled so customer should take the blame for the lost points


  1. Delta Ticket Validity as per EA: 14746 for US & CA (all trip stages) is:*
    Complete/End travel by
    Rebook/Reissue by
    Commence/Begin travel by


  1. JetBlue Ticket Validity as per EA: 14746 for US & CA (all trip stages) is*
    Complete/End travel by
    Rebook/Reissue by
    Commence/Begin travel by