LEAP Model Quiz
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Questions and Answers

What does LEAP in the LEAP model stand for?

Listen, Empathize, Apologize and Problem Solve

Which of the following is an example of a schedule change?

  • A trip changes from a non-stop flight to a connecting flight. (correct)
  • A flight's departure time is moved one hour later.
  • A flight gets canceled outright.
  • A trip gets upgraded.

    • Which of the following schedule changes allow a customer to request a refund if they purchased their ticket last week?

  • An increase in ticket price.
  • A flight from New York City to Portland changed from 1345 to 1045. (correct)
  • A flight from Los Angeles to Miami is canceled.
  • A change of destination.

    • You can identify if a schedule change has occurred in a PNR by viewing the:

    <p>All of the Above</p> Signup and view all the answers

    What should you always do first before you release information about a PNR with a Schedule Change?

    <p>Verify the customer's identity</p> Signup and view all the answers

    All FCR waivers should be supported with special Remarks documentation.

    <p>True</p> Signup and view all the answers

    When is a ticket reissue required due to a schedule change?

    <p>All of the Above</p> Signup and view all the answers

    What resource will help out find rebooking options for a partner schedule change?

    <p>KM</p> Signup and view all the answers

    What is the best next step after listening to and empathizing with a customer requesting options after a schedule change of more than 2 hours?

    <p>Apologize and suggest finding a flight that will fit their travel needs first.</p> Signup and view all the answers

    Which of the following situations could qualify for waivers for changes?

    <p>All of the above</p> Signup and view all the answers

    What services would you suggest to customers to reduce wait time at security?

    <p>All of the above</p> Signup and view all the answers

    Which self-service options offer a channel for eligible customers to check in for their flight?

    <p>All of the above</p> Signup and view all the answers

    When a customer asks about checking in golf clubs for their trip, what tool will best help you advise them?

    <p>Timatic</p> Signup and view all the answers

    Which of the following reasons is why a fare can be changed?

    <p>All of the above</p> Signup and view all the answers

    We can redeposit the unflown portion of a partially flown Award ticket if a customer's flight had a schedule change greater than 2 hours and they no longer wish to travel.

    <p>True</p> Signup and view all the answers

    Which ticket stock can First Contact Resolution (FCR) use?

    <p>All of the Above</p> Signup and view all the answers

    Which type of upgrade is only available when a ticket is first purchased?

    <p>Upgrade with miles</p> Signup and view all the answers

    Customer can find post-ticketing upsell options on both delta.com and the Fly Delta mobile app.

    <p>True</p> Signup and view all the answers

    When offering upgrades in OAL, the forms of payment (money or miles) on the PNR don't matter.

    <p>False</p> Signup and view all the answers

    Which ticket types are not eligible for upsell via seat tab to Delta Comfort+ when available?

    <p>Basic Economy tickets</p> Signup and view all the answers

    Which of the following partners are not eligible for a SkyMiles Mileage Upgrade Award on eligible routes?

    <p>China Airlines</p> Signup and view all the answers

    Medallion Members receive complimentary upgrades on Air France operated flights.

    <p>False</p> Signup and view all the answers

    For Award tickets and Pay with Miles tickets, all SkyMiles Medallion Members are eligible to receive a Complimentary Upgrade.

    <p>True</p> Signup and view all the answers

    Where should you look for the availability of complimentary First Class upgrades?

    <p>The Flights tab</p> Signup and view all the answers

    What's the difference between Upgrade with Miles and Mileage Upgrade Awards?

    <p>Upgrade with Miles means to upgrade using accrued miles at the time of purchase.</p> Signup and view all the answers

    Study Notes

    LEAP Model

    • LEAP stands for Listen, Empathize, Apologize, and Problem Solve.
    • Schedule changes can impact booking details, such as shifting from a non-stop flight to a connecting flight.

    Schedule Change Policies

    • A refund request can be made if a flight time change exceeds 2 hours from the original booking.
    • Confirming a schedule change in a Passenger Name Record (PNR) can be done by checking Remarks and History.
    • Customer identity verification is essential before sharing PNR details about schedule changes.
    • All First Contact Resolution (FCR) waivers must have special Remarks documentation.

    Fare Information

    • The flight is refundable, changeable before departure, and comes with a risk-free cancellation policy.
    • A ticket reissue is necessary for changes in flight number, city pair, or date.

    Partner Schedule Changes

    • Rebooking options for partner schedule changes can be determined using Knowledge Management (KM) resources.

    Customer Service Protocol

    • For customers with non-refundable tickets facing a schedule change over 2 hours, first empathize, then suggest potential flights or a credit/refund if needed.
    • Waivers may be granted for military orders, illness-related fare rule changes, bereavement, and significant incidences like a home fire.

    Pre-Trip Support and Preparation

    • Suggested services to minimize security wait times include Global Entry, TSA Pre-Check, and CLEAR.
    • Customers can check in via delta.com, the Fly Delta App, or airport kiosks.
    • Timatic is the best tool for advising on checking in items like golf clubs.

    Ticketing Policies

    • Redepositing unflown portions of partially flown award tickets is allowed if a schedule change exceeds 2 hours.
    • The ticket stock used for FCR includes 006, 057, and 074.

    Upgrade Importance

    • Offering upgrades serves multiple customer benefits and enhances travel experiences.
    • Upgrades with miles are available exclusively upon ticket purchase; upgrades can significantly influence customer satisfaction.

    Upgrade Resources

    • The Upgrade Comparison Chart in KM is a key resource for understanding upgrade options based on ticket types.
    • Post-ticketing upsell opportunities exist on delta.com and through the Fly Delta app.

    Eligibility for Upgrades

    • Basic Economy tickets are not eligible for Delta Comfort+ upsell via seat tab options.
    • Medallion Members are not guaranteed complimentary upgrades on Air France flights, but all Members are eligible for complimentary upgrades on Award and Pay with Miles tickets.

    Upgrades Availability

    • Availability for complimentary First Class upgrades can be found in the Flights tab.
    • The distinction between Upgrade with Miles and Mileage Upgrade Awards pertains to the timing and terms of ticket purchase.

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    Description

    Test your knowledge about the LEAP model and its application in handling involuntary changes. This quiz includes questions on the model's meaning and examples of schedule changes that can affect customers. Perfect for understanding customer service strategies.

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