Qantas Airlines Contact Centres Forms of Payment PDF

Facilitator Guide Forms of Payment Qantas Airlines Contact Centres (QACC) Release: Version 1.0 Date: 10 October 2024 © Qantas Airways Limited This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without written permissi...

Facilitator Guide Forms of Payment Qantas Airlines Contact Centres (QACC) Release: Version 1.0 Date: 10 October 2024 © Qantas Airways Limited This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission from the Manager Group Learning & Development, Qantas Airways Limited. Contact Centre Onboarding Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 2 RELEASE NOTES AOC Change Impact Release Date Version Release Notes Author and Department INT 10 October 2024 V1.0 Facilitator Guide Voluntary Changes\_Forms of Payments PowerPoint Voluntary Changes\_Forms of Payments Training Team DOM QFL NJS NA AQ QACC UNCONTROLLED WHEN PRINTED Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 3 INDEX Contents RELEASE NOTES \...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\..... 2 INDEX \...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\... 3 Contents\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\... 3 COURSE INFORMATION\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\... 4 COURSE PURPOSE\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\.... 4 TARGET AUDIENCE\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\.... 4 LEARNING OUTCOMES\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\.... 4 TIMING\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\.... 4 PARTICIPANT NUMBERS\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\.... 4 RESOURCE REQUIREMENTS \...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\..... 4 MULTIMEDIA INFORMATION \...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\.... 4 USING THE FACILITATOR GUIDE\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\... 4 USING THE POWERPOINT\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\..... 4 Trainer Preparation Checklist \...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\... 5 COURSE CONTENT\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\..... 6 SESSION: Introduction to Forms of Payment \...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\..... 6 SESSION: Alternative Methods of Payment (AMOP)\...\...\...\...\...\...\...\...\...\...\...\...\...\... 9 SESSION: Qantas Points\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\.... 12 SESSION: Locating Forms of Payment in History\...\...\...\...\...\...\...\...\...\...\...\...\...\...\... 14 SESSION: Pay Per Person \...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\.... 16 SESSION: Multiple Forms of Payment\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\...\..... 19 Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 4 COURSE INFORMATION COURSE PURPOSE The purpose of this program is to provide learners with the knowledge and skills to identify and process different forms of payment. TARGET AUDIENCE This course is intended for new starters in QACC. LEARNING OUTCOMES The learning outcomes for this module include: 1\) Determine Form of Payment for booking 2\) Locate specific actions required to verify payment received 3\) Demonstrate how to process changes on a Points Plus Pay PNR 4\) Demonstrate how to process payment for individual passengers in the one PNR 5\) Demonstrate how to add multiple forms of payment to a single PNR TIMING E-learning components via Workday -- 1 hr. 30 mins Workshop and Experiential Learning -- 3 hrs PARTICIPANT NUMBERS Maximum of 15 participants. RESOURCE REQUIREMENTS The following resources are required to conduct the course: Sticker -- Name Badges Laptop or Desktop for Facilitator Multimedia projector Facilitator guides, per course Multimedia projector or screen Wi-Fi Music / sound device MULTIMEDIA INFORMATION Videos are embedded in two (2) formats based on their file size. Video Embedded: The video file is embedded in the PowerPoint. The video will automatically play full screen. Embedded from Vimeo: Some videos have been uploaded into a private Vimeo account. It may take up to 10 seconds for Vimeo videos to buffer and load. These videos are embedded in a graphical player in PowerPoint. You can progress forward by clicking the background after the video has finished. You must enable the 'blocked' media to allow PowerPoint to load, buffer and play externally hosted content such as videos from Vimeo. USING THE FACILITATOR GUIDE The Facilitator Guide has been designed to be used both digitally and printed. When using the guide in a digital format, use the buttons to navigate to the appropriate content for your program. The Facilitator Guide features four (4) core colours to assist you when facilitating as outlined below: Facilitator Guide Colour Legend: Facilitator Action Facilitator Note Content to be presented to the learner Contextualization required This Facilitator Guide is interactive. Select the 'Roo Icon' in the lower left-hand corner to return to the index at any time. USING THE POWERPOINT The PowerPoint Deck for this program features content relevant for voice consultants, social media consultants, team leads and Quality and Insights Consultants. The PowerPoint is interactive which requires you, as the Facilitator, to select the relevant content where appropriate and outlined in the Facilitator Guide. Trainer Preparation Checklist Trainer Preparation: 15 minutes Checklist Details Attendees Obtain a list of attendees prior to the session (Insert System Requirements) Track Attendance Ensure that all consultants are registering attendance and using their QF Employee number. Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 6 COURSE CONTENT SESSION: Introduction to Forms of Payment Session Duration: 20 minutes DISPLAY CONTENT \- In our training so far, we have focussed on using Credit Card as a Form of Payment as this is the option that is available for Contact Centres to collect payment from customers for either a new booking or to change an existing booking \- When booking online, customers can choose from a range of payment options \- Let's have a look on Qantas.com and see what's available: FACILITATOR NOTE: Refer the group to Qantas.com and read through the payment options. https://www.qantas.com/au/en/book-a-trip/flights/payment-options.html \- We can access the payment options via a link, or the search bar at the top of the Homepage, simply type "Payment options" and enter. \- This page will show us the different forms of payment and their availability depending on country of departure, time left before departure and whether made online or via contact centre. Explain Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 7 Why would Qantas offer more than one way for customers to make payment for bookings? Potential Responses \- Individual preference \- Access fee free options \- As technology advances, keeping up to date with payment trends allows us to cater to demands of customers and increases the ease of making a booking with us \- Some of the payment options allow customers the flexibility of paying in instalments, using frequent flyer points or storing payment details. \- There are restrictions on which forms of payment can be used depending on the country of departure, how much time until departure and whether the booking is created online \- Each of the forms of payment listed links to a page with more information \- Ask the class to answer the questions below in their learning journal using the Qantas.com forms of payment page to assist them. \- Discuss the answers as a group, clarifying any information as necessary. Explain Ask Learning Journal Activity Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 8 Q1. What forms of payment are eligible to be used via Contact Centres? A1. Up to 2 credit or debit cards, a credit or debit card plus Qantas points Q2. What alternate form of payment are available for customers calling from outside of Australia and which countries are eligible? A2: PayPal is available for bookings departing from Australia, New Zealand, the United Kingdom and the United States. Q3: How many days before departure must a booking paid for using BPAY be made? A3: Make your booking at least seven days before departure Q4:List a reason that a customer may choose to pay using Zip? A4: Offers flexible repayment options meaning the customer can make a booking and travel now and then make payments in instalments with a Third Party company Q5. What are the advantages of making payment with Paypal? A5. Can store payment directly with Paypal so credit card details are not provided to multiple companies making it safe and flexible Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 9 SESSION: Alternative Methods of Payment (AMOP) Session Duration: 35 minutes DISPLAY CONTENT AMOP Transactions Alternative Methods of Payment (AMOP) are \'non-bank card\' payments. When customers opt to use AMOP for payment there may be additional steps required by a customer. AMOP conditions and processes vary so it is important to check processes for each one. To find the relevant KIQ it is easy to find by searching "AMOP" and then the payment type: for example, "AMOP ZIP" The following payment types are considered as AMOP: \- Bpay \- Paypal \- PayID \- Zip \- Divide the group into 4 smaller groups and allocate an AMOP method to each for research. \- After 10 minutes of research using KiQ, each group is to present their findings back to the rest of the class. \- Allow up to 5 minutes for each group to present. The presentations should include the following details: \- Brief background of what the payment type is \- Which locations are eligible \- Is there a restriction on timeframe \- Is there a payment fee? \- Are there additional steps required by a customer to make payment Group Activity Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 10 \- How will we know that payment is successful? FACILITATOR NOTE: For smaller groups, additional topics can be worked through as a group When presenting back, the following information is expected to be covered for each AMOP method: Bpay \- Payment option that requires customers to complete a bank transfer to Qantas by the end of the day that a booking is created \- Point of Sale Australia \- Need to book at least 7 days prior to departure \- Fee-free payment \- Customer needs to login to their bank account and initiate a transfer to CRN, specifying the amount required \- Payment with show as BPY. Need to Contact a Team Coach to check payment status if ticket not yet issued \- Important note that changes to flights are not permitted between the customer making payment with Bpay and ticket issuance Paypal \- Allows customers to make payment from their Paypal account which is linked to a bank account or credit card without needing to disclose their card details to each company they purchase from \- Available for departures from Australia, New Zealand, UK, USA \- A fee applies for payments made from Australia \- Customers login to their paypal account to make payment through the booking process \- Payment will show as Paypal followed by a series of characters commencing with PNR and ending with 081. Approved status will show /A at the end and M for manual payments (manually added by Contact Centres when reinstating FP lines) PayID Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 11 \- Payment option that allows customers to make payment by logging in to online banking as part of the booking flow \- Available for point of Sale Australia \- Available up to 2 hours before departure for domestic bookings \- Fee-free payment option \- A new email is generated for each payment and customers need to login to online banking and make payment within 10 minutes \- Successful payments will show as POL followed by a series of numbers ending in 081\. An approved payment will be followed by /A \- Other letters at the end of the payment may indicate pending or failed payment Zip \- Can make payment and travel and then make payments in instalments to a third party company. \- Available for point of sale Australia for transactions up to \$1000 \- A fee for payment is charged \- Customers need to create an account with Zip and log in to make payment in the booking flow \- Successful payment will show as ZIP followed by a series of Characters starting with PNR and ending in 081 followed by /A. Where a form of payment has been added to a booking manually it will show as RZIP followed by the same series of Characters followed by /M Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 12 SESSION: Qantas Points Session Duration: 45 minutes DISPLAY CONTENT We spent some time earlier in our training learning about the ways that customers can redeem points. What are the ways that customers can use points to book flights? Expected Responses Classic Flight Reward Classic Plus Points Plus Pay Upgrades \- You will receive additional training before you assist customers with redeeming points or provide assistance with Classic Reward, Classic Plus pr Upgrades. \- As customers can use Points Plus Pay towards any fare that Qantas sells, you will be able to assist customers who have purchased a domestic commercial fare using points Points Plus Pay \- Points Plus Pay is only available as a form of payment through qantas.com or the Qantas App \- When a booking is made using points, there will be some additional remarks present and some additional information in the Payment line \- When a customer redeems points for a flight booking, the transaction is recorded against their frequent flyer account with a 6 number log allocated for each transaction. Where there is a booking for multiple passengers, an Explain Ask Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 13 individual log is created per passenger. This information is added as a second line in a Form of Payment as Frequent Flyer Redemption and includes the number of points, log and membership that the points came from \- When a customer purchases a commercial fare, the form of payment will not affect the change or cancellation conditions and we continue to access fare rules the same way that we have become familiar with \- We are able to assist customers with making changes to bookings by following the Reissue process that we have followed for other commercial fares \- If a residual value is present, a different process is required and should be transferred to a staff member who is Frequent Flyer trained for assistance How to recognise a Classic Reward or Classic Plus Booking \- Whenever we have a booking code of X or U present, this is an indicator that this is a Classic Reward or Classic Upgrade \- When a Fare Basis includes ACE this is either a Classic Reward or Classic Plus \- If either of these conditions are present, you should transfer your call until after you receive further training for Frequent Flyer Redemption Placeholder -- Simulation changing booking paid with PPP -- 20 minutes Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 14 SESSION: Locating Forms of Payment in History Session Duration: 15 minutes DISPLAY CONTENT What if there is not a Form of Payment showing? \- If a Form of Payment isn't showing in the face on the PNR or on the e-ticket we may need to review further to find out whether payment has been added to the booking at any stage by referring to history \- The original payment will display with the PNR history identifier OF (Original Fare Element) and then /FP and in this example the payment has been made by Zip. \- If we determine that payment has been added to the history, we can follow knowledge to determine whether the funds have been received by checking the payment status. KIQ can guide us on processes to determine this for specific payment types Explain Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 15 \- There may be a requirement to speak with a Team Coach to check payment status for some payment types \- If it has been determined that payment has been received, we can add the form of payment, ensuring that any authority is included to avoid duplicate charges \- If payment has not been successful, the customer can make payment with a Credit Card \- If we look at this complete list of payment methods, we can see that they each contain identifiers within them to help us establish which method has been used. FP Cryptic Identifiers/ PNR History UI ID Payment type FP ZIPYMSE87APAD83255299081 ZIP ZIP FP BPY/AUD628.24\*12341234 BPAY BPAY FP PALYMSE87APPA83255299081 PAL PayPal FP PAX POL94246728081/A POL PayID FP CCAXXXXXXXXXXXX111T/0330/AUD154.25/A526458 CA Mastercard FP CAXXXXXXXXXXXX0002T0330/AUD634.74/A096840 AX AMEX FP VIXXXXXXXXXXXX1111T/0330/AUD/634.74/A245486 VI VISA FP CCDCXXXXXXXXXX0330/AUD634.74/A096840 DC Diners Club FP CDSXXXXXXXXXXXX4042I/0330/A03199R DS Discover FP CTPXXXXXXXXXXX4771I/0330/A505315\*AR TP UATP FP CCAXXXXXXXXXXXX111T/0330/AUD154.25/+FFR/01 92799/LOG000000/QF6142208 FFR Points Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 16 SESSION: Pay Per Person Session Duration: 60 minutes DISPLAY CONTENT \- Passengers may want to travel as part of a group in the same booking but may still want to pay using their own credit card \- Customers can opt to make a booking online or can request to book through Contact Centres with the booking fees to apply \- Let's locate the process in KIQ for when a customer requests for us to make a booking. (KIQ -- Multiple Credit Cards as a Form of Payment) FACILITATOR NOTE: Demonstrate the process of making a booking for 2 passengers with each using a different training credit card. \- We commence the booking process the same way as any other booking with multiple passengers until we get to the Pricing step Pricing the Booking \- To enable us to add different payments for each passenger they must be priced on separate TSTs \- To price a TST for an individual passenger we must select the single passenger before pricing and follow the steps to Update Fare and Confirm Price. This will store the TST and proceed to the next screen Demo Explain Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 17 \- We should then select the option for Previous Step and then price the next passenger the same way \- If we don't follow the confirm price between each pricing step, a TST will not be stored Adding Payment \- Under the Manage Payment screen we can select an individual passenger or individual pricing element (TST or TSM) to add payment. If we select a passenger, all TSTs and TSMs that apply to that passenger will be included. \- We proceed to add payment and need to ensure we follow both steps to Calculate and Apply Payment \- Once the first payment has been added, any passengers who have not yet had payment added will be available for us to select and repeat the process Splitting TST \- If we haven't successfully priced a TST per person and have a TST which includes passengers in a single TST, we won't be able to select an individual passenger when adding payment. \- We can escape from the booking flow and split the TST by displaying TST and selecting 'Split TST'. Once this has occurred we can then add individual forms of payment. Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 18 \- Splitting the TST is only a required step if we haven't priced individual TSTs. For both options we must ensure that the End Transaction Smart Flow is completed to validate and send the booking to automation for ticketing. Pay Per Person Booking -- Activity 17 Passenger Name(s) Mr Anton XXTrainer Mr Cedric XXTrainer Destination(s) and Date(s) SYD -- CFS + 4 weeks CFS --SYD + 1 week Reason for Travel Anton and Cedric are heading home to Coffs Harbour for their Mum's 60th Birthday and are booking their flights. They want to travel together but will each pay for their own flights Fare Most economical. Flexibility Can be flexible if it make the price better Other Info / Requests They will each use their own card Questions for Consultant n/a Mobile Number 0400111222 Email ccldtrain\@qantas.com.au Credit Card Details To be provided by facilitator Discussion (5 mins) \- Check with the class to ensure that each learner was able to successfully create a PNR. \- Ask / pick a volunteer to share the PNR they created. Review the PNR and check that passenger, itinerary, payment details, etc. were all captured correctly. \- Ask a volunteer to share their AAA (Ask, Advice, Action) notes. \- Answer any questions or clarify any information or instructions as required. Activity Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 19 SESSION: Multiple Forms of Payment Session Duration: 60 minutes DISPLAY CONTENT \- As well as scenarios where a customer asks to pay for individual passengers within a booking with their own Credit Cards, we also receive requests from customers to use more than one Credit Card for an individual passenger or allocate specific amounts to a particular form of payment \- An example may be, a caller is booking on behalf of their family and the cost of all of the airfares is \$4500. The caller has a preferred Credit Card that they use as they will earn points through their bank but the limit is only \$4000. They would like to pay as much as possible on the card that will earn points but needs to use a different card for the balance. \- You will have noticed that the KIQ we referred to for Pay Person also includes the steps in ARD Web for when a Single TST is paid with multiple forms of payment or for multiple passengers using different payment types FACILITATOR NOTE: Demonstrate the process of making a booking for 1 passenger with 2 different credit cards \- The booking process is the same as any other booking until we reach the Manage Payment Screen Adding Multiple Forms of Payment \- We enter the first credit card and need to specify the amount that will be charged against that card Demo Explain Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 20 \- We can then select Add FOP and the fields for a second payment type are populated and we can input required information \- After both forms of payment have been added we can Calculate Payment to update the total including Credit Card Fee (OB) \- The Credit Card Fee will be charged against the card with the highest payment amount so need to consider if this will push card above limit when customer wants to use the full available balance on the higher amount. 'Reprice Airline Fee with TTX' Error Message \- When using multiple forms of payment, ARD Web may return an error message that is caused by a rounding error with the Credit Card Fee \- We are guided to follow a process in KIQ by running a Smart Flow to update the OB Fee when this error is presented in the End Transaction Smart Flow \- Once this has been corrected we can run the Prevalidation Smart Flow and Queue to Automation Multiple Forms of Payment Booking -- Activity 18 Passenger Name(s) Ms Jacqueline XXTrainer Destination(s) and Date(s) PER-BME + 2 weeks time BME-PER + 1 week Reason for Travel Jacqui is booking a trip to visit her partner in Broome as a surprise. She prefers to pay with her Visa Card but only has \$500 available so will need to pay the balance on her Mastercard Fare Most economical. Flexibility No flexibility on dates. Voluntary Changes - Forms of Payments Release v1.0 -- 10 October 2024 Page 21 Other Info / Requests n/a Questions for Consultant n/a Mobile Number 0400111222 Email ccldtrain\@qantas.com.au Credit Card Details To be provided by facilitator -- make sure to provide a Visa and a Mastercard Discussion (5 mins) \- Check with the class to ensure that each learner was able to successfully create a PNR. \- Ask / pick a volunteer to share the PNR they created. Review the PNR and check that passenger, itinerary, payment details, etc. were all captured correctly. \- Ask a volunteer to share their AAA (Ask, Advice, Action) notes. \- Answer any questions or clarify any information or instructions as required. This completes our sessions on Voluntary Changes. We will move to what happens when there are changes that a customer doesn't request Say