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49 Cards in this Set
- Front
- Back
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E-credits |
Delta.com Fly Delta App Skymiles account |
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Creating Skymiles Account |
First and last name DOB Address Phone number |
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Delta partnership and joint ventures |
AF, KOREAN AIR, KLM, AM, VIRGIN |
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My Division |
Check daily |
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Most update policies and procedures |
Knowledge Management (KM) |
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Lie-flat bed seats, noise cancelation headphones, sky priority |
Delta one |
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Increased leg room, Sky priority, overhead bin space |
Delta Comfort + |
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HVC |
High Value Customers |
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Functions of Axis |
Book reservations Check flight schedules Review Skymiles account |
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Omnipro pulls information only for Skymiles account |
True |
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Can a customer earn skymiles and Blue mileages from any partner on the same ticket? |
No. Only one mileage program per ticket |
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Abusiveness and disrespectfulness |
Not required to complete booking |
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Which of the following is the best for an apology? Using LEAP system |
Apologize, acknowledge what the customer is feeling, validate emotions, then find options to solve the problem. |
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Can iNotes labels be changed by selecting label drop-down and choose another option? |
Yes |
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Purpose of the shopping tab |
Search for flight options and quote the lowest fare that meets the customer's needs. |
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Quote Fare rules after you collect the credit card? |
False. Immediately after telling the price. |
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Most restrictive fare |
Basic economy |
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Not qualified for medical emergency fare |
Travel to family members wedding |
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Baggage policy for checked baggage throughout the itinerary |
The marketing carrier or whichever sold the ticket. |
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Account / Designator Box code for bereavement |
BRV1 |
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Guidelines for Special Fare |
KM |
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"Including all taxes and carrier-imposed fees" |
You have to say it no matter what. |
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Accurate way to quote this flight |
Delta flight 9357 is operated by KLM, departing August 22nd from JFK at 5:30pm and arriving the following day in Amsterdam at 6:45am. |
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Information not needed from TBBB or TBMB for unaccompanied minor ticket (UMNR) |
Reasons for travel |
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Customer must book a ticket for a UNMR with a Delta Specialist instead of using a self service channel? |
True |
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SSR code for wheelchair |
WCHS |
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SSR code for disabilities others that not required wheelchair assistance |
DPNA |
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Free international lap held infant |
False |
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Undecided SSR customers... |
"Is there anything we can do to better assist you at the airport? " |
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Peanut free flights |
False |
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Complying with dietary restrictions but not religious |
False |
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LEAP model |
Listen to the customer concerns, empathize with their frustration, apologize for their experience and review the options for booking the trip. |
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Not found on Award Shopping tab |
Skymiles login |
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Passport and visa requirements on the Timatic |
Destination, nationality, document held |
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Miles + Cash only offered by Delta and Delta Connection flights |
True |
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Passport and Visa |
Passport- ID document acts as permission for foreign travel. Visa - endorsement housed in the Passport that allows to stay in a country for a specified amount of time. |
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Can only be done through delta.com website. |
Pay with miles Transfer Miles |
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Can only be done through phone Specialist |
SkyWish, Mileage Upgrade, Miles + cash |
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When quoting for Miles+Cash Award Travel, the cash portion is non-refundable? |
True |
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A Canadian traveling to Spain is required to have a Visa? |
Only if he is staying more than 90 days |
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Using Award Travel on Korean Air, which booking class is used to book in Business Class? |
O (see KM for other partners) |
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It is not your responsibility... |
It is always your responsibility. |
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Award fare tickets |
Always state the fair rules |
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Direct Access |
Software similar to Axis for booking Award Travel tickets for Air Europa, Czech Airlines or Kenya Airlines |
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Which customers can be assigned seats on Virgin Airlines up to 48 hours before departure free of charge? |
Upper Class Premium Economy Delight Economy Class Y or B |
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Mandatory UMNR services on Aeromex, Air France and KLM |
All children ages 5-14 |
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Most common types of entry documents? (International) |
Visa Passport Proof of onward return travel |
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ODDRTN |
Origin Destination Departure Return Time Number of passengers |
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INSTEP *parts of PNR |
Itinerary Name SPFD (Secure Passenger...) Ticket Phone number |
