Podcast
Questions and Answers
What should the agent do if a member says they are sick and cannot use their voucher?
What should the agent do if a member says they are sick and cannot use their voucher?
- Tell the member they are not eligible for a refund
- Ask the member to provide more information
- Offer a refund immediately
- Review the refund policy and expiration date (correct)
What should the agent do if the exception policy is not clear based on the reason given by the member?
What should the agent do if the exception policy is not clear based on the reason given by the member?
- Ask the member to provide more information
- Offer a refund regardless
- Deny the member's request
- Escalate the issue to a supervisor (correct)
What options does the agent provide if the member's voucher is not eligible for a refund?
What options does the agent provide if the member's voucher is not eligible for a refund?
- Convert it to a different voucher
- Use it at a later time or give it to someone else (correct)
- Receive a partial refund
- Extend the expiration date
What options does the agent provide if the member's voucher is no longer refundable?
What options does the agent provide if the member's voucher is no longer refundable?
What should the agent do if they are unsure whether the stated reason qualifies the member for an exception?
What should the agent do if they are unsure whether the stated reason qualifies the member for an exception?
What should the agent do if a member says they are sick and cannot use their voucher?
What should the agent do if a member says they are sick and cannot use their voucher?
According to the Frontline policy, which of the following situations would qualify a member for a refund?
According to the Frontline policy, which of the following situations would qualify a member for a refund?
In which of the following scenarios should the agent push back and not provide a refund?
In which of the following scenarios should the agent push back and not provide a refund?
What should the agent do if a member calls and requests a refund because they are unable to fly due to surgery from a car accident?
What should the agent do if a member calls and requests a refund because they are unable to fly due to surgery from a car accident?
What happens to the amount you paid for a voucher if neither option works?
What happens to the amount you paid for a voucher if neither option works?
When should an agent escalate to their supervisor if the exception policy is not clear based on the reason given by the member?
When should an agent escalate to their supervisor if the exception policy is not clear based on the reason given by the member?
What response should an agent give if a member's voucher is not eligible for a refund but they want to explore other options?
What response should an agent give if a member's voucher is not eligible for a refund but they want to explore other options?
What should an agent do if they are unsure whether the stated reason qualifies the member for an exception, but feel like a review is the right thing to do?
What should an agent do if they are unsure whether the stated reason qualifies the member for an exception, but feel like a review is the right thing to do?
What happens to the amount you paid for a voucher if neither option works?
What happens to the amount you paid for a voucher if neither option works?
What response should an agent give if a member's voucher is not eligible for a refund but they want to explore other options?
What response should an agent give if a member's voucher is not eligible for a refund but they want to explore other options?
Which of the following keywords would make a member eligible for an automatic refund?
Which of the following keywords would make a member eligible for an automatic refund?
What should the agent do if a member mentions that their friend will be in chemotherapy for months and they won't be able to take the trip?
What should the agent do if a member mentions that their friend will be in chemotherapy for months and they won't be able to take the trip?
When would a member be eligible for an exception if their condition prevents them from traveling before the voucher expires?
When would a member be eligible for an exception if their condition prevents them from traveling before the voucher expires?
