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Name
:
A red asterisk (*) indicates required questions.
Call Date (mm/dd/yyyy)
*
Agent UID
*
ITIN Number
*
PNR
*
Product
Activities
Air
Car
Hotel
Package
Others
*
Booking $ Value
*
Travel Stage
Pre-Travel
Enroute
Past Date
*
Process Type
Billing and Refund
Cancel
Exchange
Name Change/Correction
New Booking
Reconfirm
Schedule Change
Void + Cancel
Void + Rebook
*
Agent Action
Inquiry
Executed
*
Error-free?
YES
NO
*
Error Reason
NO ERROR
Booking error
Cancellation error
COS violation
Downgrade to BEF
Downgrade to diff cabin
Exchange error
Failed to cancel
Failed to void
Fare rules violation
Incorerct add/coll
Incorrect date/time
Incorrect passenger
Incorrect penalty
Insurance coverage
Invalid/Missing waiver
Ticket validity violation
OTHERS
*
Error Description/Missed EA
*
Action Taken
Rework w/ Payout
Rework w/o Payout
Irreversible
N/A
*
AE $ Value
*
Scrubbed by
*
Endorsed for Coaching?
YES
NO
*
Coaching Done?
YES
NO
*
Coaching Date (mm/dd/yyyy)
*
Ana Marie Sanchez
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