10 Questions
A traveller contacts you and claims that his driver never showed up, after some investigation you see that his flight arrived early and that the customer despite having contacted the driver, left before the designated pickup time. He is asking for a refund. What do you do?
Τreat this as a TNS
A traveller has his pickup at 20:00 from the Italian Civitavecia Port. He wants to change his pickup to 20:45 but he has requested it at 18:00. What do you do?
Check Edit cutoff time for the destination and then decide
A customer has 2 transfers with us, to and from the airport. They tell us that the 1st driver was fairly rude to them and that the same driver is assigned to the return trip. They ask you to change the driver. What do you do?
Remove the driver and broadcast int he hopes that some other driver will take it
What is Welcome Pickups waiting time policy?
Airport: 60 Min, Port: 30 Min, Other 15 Min
Welcome Pickups works with _______
Both
A traveller is entitled to a 80% refund if they cancel over ___ hours to operation
24 hours
A traveller is entitled to a 100% refund or coupon only if
A, B and C
A driver reaches out to you, disputing a DNS flag he has received, upon checking you see that another Support agent has already rejected the appeal. What do you do?
Inform Driver that the case has already been closed by the other agent resulting in a rejection of the apepal and the flag being kept as both the DR and Sup team agree that the flag is valid
A driver reaches out to you , disputing a flag and a review. The reason is that the customer was mad at the driver and claimed that the driver was rude to them, this is what the review says. He also was responsible for the driver getting a yellow lateness flag . Upon checking you can see that the driver was not late and the driver vehemently denies being rude. What do you do?
Remove the flag but keep the review
A driver contacts you and asks you why a red flag has not been removed. They follow up by telling you that they spoke to a DL and the DL promised to remove the flag because they help out alot and save many transfers. What do you do?
Reject his appeal as there is no evidence of innocence
This is part 1 of the final certification quiz for joining the Welcome Pickups customer support team! It includes questions from all material you studied throughout your training. Good luck!
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