Service / Pre Execution Check Process
Name: 


A red asterisk (*) indicates required questions.

  1. TL/RH UID*


  1. Conversation ID*


  1. Itinerary #*


  1. Intent*
    Void
    Exchange (Pre travel)
    Exchange (Partial)
    Exchange (ASC)
    Exchange (Redeem FTC)
    Exchange (Redeem MCO)
    Cancel with FTC
    Cancel (lost value)
    Refund
    Others


  1. Followed FWR?
    *
    Yes
    No, followed FQD
    NA


  1. SCRIPT USED?

    GEVR
    ATC OUTSIDE GEVR
    MANUAL OUTSIDE GEVR


  1. PRICING USED?

    FXQ
    FXO
    FXP
    FXB


  1. Correct Change Fee / Fare Difference?
    *
    Yes
    No
    NA


  1. Queued to CAT?
    *
    YES USING GEVR SCRIPT
    YES USING EX_R SCRIPT
    YES USING EVR QUICK QUEUE
    NA


  1. Correct Flight Time/Date selected?
    *
    Yes
    No
    NA


  1. Same COS selected?

    Yes
    No
    Higher class in the same cabin


  1. Baggage allowance downgraded?

    No
    Yes, inform the passenger


  1. UDID 30 Indicates GEVR was used?
    *
    Yes
    No
    NA


  1. TST Saved/Delete (Manual)?
    *
    Yes
    No
    NA


  1. ATR used?
    *
    Yes
    No
    NA


  1. Any customer trigger?*
    Long Wait Time
    Multiple Contacts / Repeat Caller
    Previous Representative
    Website
    IVR
    Virtual Agent
    Policy
    Pricing / Availability
    No, Promoter Reinforcement
    Others


  1. Probable NPS?*
    Promoter
    Detractor
    Passive





Ana Marie Sanchez