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?
Which of the following schedule changes allow a customer to request a refund if they purchased their ticket last week?
You can identify if a schedule change has occurred in a PNR by viewing the:
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What should you always do first before you release information about a PNR with a Schedule Change?
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All FCR waivers should be supported with special Remarks documentation.
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When is a ticket reissue required due to a schedule change?
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What resource will help out find rebooking options for a partner schedule change?
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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?
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Which of the following situations could qualify for waivers for changes?
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What services would you suggest to customers to reduce wait time at security?
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Which self-service options offer a channel for eligible customers to check in for their flight?
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When a customer asks about checking in golf clubs for their trip, what tool will best help you advise them?
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Which of the following reasons is why a fare can be changed?
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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.
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Which ticket stock can First Contact Resolution (FCR) use?
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Which type of upgrade is only available when a ticket is first purchased?
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Customer can find post-ticketing upsell options on both delta.com and the Fly Delta mobile app.
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When offering upgrades in OAL, the forms of payment (money or miles) on the PNR don't matter.
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Which ticket types are not eligible for upsell via seat tab to Delta Comfort+ when available?
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Which of the following partners are not eligible for a SkyMiles Mileage Upgrade Award on eligible routes?
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Medallion Members receive complimentary upgrades on Air France operated flights.
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For Award tickets and Pay with Miles tickets, all SkyMiles Medallion Members are eligible to receive a Complimentary Upgrade.
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Where should you look for the availability of complimentary First Class upgrades?
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What's the difference between Upgrade with Miles and Mileage Upgrade Awards?
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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.
