AEN Top Drivers

In line with the actions and efforts to decrease AEN errors, the QA team have looked at the drivers of the top agent errors to determine the possible challenges on process areas to help us build training resource/materials to support the team.

With the said goal, we ask that you complete the survey as accurately and honestly as possible as this will help us provide appropriate recommendations on plans to bridge knowledge gaps.

Please complete the questionnaire below by choosing an answer based on your confidence level and self-assessment for each question.


A red asterisk (*) indicates required questions.

Agent Name (Last Name First name)*


Account Manager's Name (First Name Last Name)*


Deputy Manager's Name (First name Last Name)
*


Tenure*
Nesting
0 - 30 Days
31 - 60 Days
61 - 90 Days
91 - 180 Days
181 Days - <1 year
1 Year and Up


Agent Group*
Voice - NL
Voice - Complex Air
CHAT - NL


I am confident on how and where to check if the new TST/PQ is stored during exchange.
Yes
No


If selected No, Please specify why:*


I am confident that I know how to identify the old vs. the new TST/PQ.*
Yes
No


If selected No, Please specify why:*


I am confident of when to store TST/PQ.*
Yes
No


If selected No, Please specify why:*


I understand when to delete old TST/PQ.*
Yes
No


If selected No, Please specify why:*


I am confident that I can identify if a ticket/PNR was split.*
Yes
No


If selected No, Please specify why:*


I am confident that I know how to void COW fares.*
Yes
No


If selected No, Please specify why:*


I understand which type of fare is not eligible for void.*
Yes
No


If selected No, Please specify why:*


I'm sure I understand which customers are eligible to void a Bargain Fare flight.*
Yes
No


If selected No, Please specify why:*


I'm sure I understand what is an ARC period on voiding a flight.*
Yes
No


If selected No, Please specify why:*


I am confident that I know until when the MCO can be redeemed.*
Yes
No


If selected No, Please specify why:*


I'm certain of how to differentiate FTC from MCO.*
Yes
No


If selected No, Please specify why:*


I am confident on when to issue MCO's.*
Yes
No


If selected No, Please specify why:*


I am confident that I know the process on how to redeem an MCO.*
Yes
No


If selected No, Please specify why:*


I am confident that I know the steps on when and how to void an MCO.*
Yes
No


If selected No, Please specify why:*





Ana Marie Sanchez