AE Pre Execution Check + Service/Check Recovery Plan Non Lodging Chat
Name: 


A red asterisk (*) indicates required questions.

  1. TL/RH UID (without "u")*


  1. Conversation ID*


  1. Itinerary #*


  1. GDS Type?*
    Amadeus
    Farelogix
    NDC


  1. Intent*
    Void
    Exchange (Pre travel)
    Exchange (Partial)
    Exchange (ASC)
    Exchange (Redeem FTC)
    Exchange (Redeem MCO)
    Cancel with FTC
    Cancel (lost value)
    Refund
    Create New Booking
    Reconfirm
    N/A


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


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


  1. Same COS selected?
    *
    Yes
    No
    Higher class in the same cabin
    NA


  1. Baggage allowance downgraded?
    *
    Yes, inform the passenger
    No
    NA


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


  1. SCRIPT USED?
    *
    GEVR
    ATC OUTSIDE GEVR
    MANUAL OUTSIDE GEVR
    NA


  1. PRICING USED?
    *
    FXQ
    FXO
    FXP
    FXB
    FXI
    NA


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


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


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


  1. For refund intent - ATR used?
    *
    Yes
    No
    NA


  1. For exchange intent - Issued ticket as?*
    One way
    Round trip
    N/A


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


  1. Any agent mistake/error captured during Pre-Check + Service/Check Recovery?*
    Yes
    No


  1. If yes, what error?

    Validity error/expired ticket
    FTC/MCO/EMD not allowed
    Refunded non-refundable
    Incorrect itinerary detail/s
    Incorrect cabin/COS
    Void not completed
    Invalid/missing waivers
    Incorrect pricing used
    Incorrect queue placement
    Exchanged non-exchangeable
    Charged incorrectly
    Issued ow instead of rt (vice versa)
    Other


  1. Booking Amount
    *





Ana Marie Sanchez