AE Pre Execution Check + Service/Check Recovery Plan (NLV & Midas) _ updated
Name: 


A red asterisk (*) indicates required questions.

  1. TL/RH UID (without u)*


  1. Conversation ID*


  1. GDS Type?*
    Amadeus
    Farelogix
    NDC


  1. Product*
    Flight
    Hotel


  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
    Name Correction
    NA


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


  1. Correct Flight Time/Date selected? Correct hotel 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. 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. For Flight refund intent - ATR was used?*
    Yes
    No
    NA


  1. For Flight exchange intent - Issued ticket as?*
    One way
    Round trip
    NA


  1. Correct hotel room type selected?*
    Yes
    No
    NA


  1. Outcome of the call?*
    Inquiry
    Executed


  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. Probable NPS?*
    Promoter
    Detractor
    Passive


  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)
    Incorrect TAC Advised
    Incorrect process of NC
    Wrong night selected
    Wrong room type selected
    Others





Ana Marie Sanchez