ACC Airline Loyalty Programs and Frequent Flyer Services Questions and Answers 3

Question 1

A passenger wants to transfer their frequent flyer miles to a family member's account. Which statement best describes how most US airline programs handle this?

Accepted Answer

Miles transfers are generally not permitted or are allowed only for a fee under specific conditions

Answer

Miles transfer freely between any two members at no cost

Answer

Miles can only be transferred upon the death of the account holder

Answer

Miles transfers require approval from the DOT

Question 2

Which of the following describes an 'award chart' in an airline frequent flyer program?

Accepted Answer

A chart listing the number of miles required to redeem for flights or other rewards based on zone or distance

Answer

A visual display of all routes the airline operates

Answer

A scorecard tracking a member's flight history

Answer

A marketing schedule for bonus mile promotions

Question 3

What is 'dynamic pricing' in the context of airline award redemptions?

Accepted Answer

Setting ticket prices based on real-time demand rather than a fixed award chart

Answer

Adjusting elite status thresholds based on economic conditions

Answer

Offering variable bonus miles promotions each quarter

Answer

A pricing model used exclusively for cargo shipments

Question 4

A customer service agent is assisting a member whose miles were deducted for an award ticket but the ticket was never issued. What is the correct first step?

Accepted Answer

Submit a miles reinstatement request and investigate the booking transaction

Answer

Issue a full cash refund immediately

Answer

Ask the customer to rebook using more miles

Answer

Escalate to the Department of Transportation complaint line

Question 5

Which practice helps airline customer service agents verify a caller's identity before discussing loyalty account details?

Accepted Answer

Verifying the member's account number, PIN, or answers to security questions

Answer

Asking the caller to show a government-issued ID through the phone

Answer

Requiring the caller to book a new flight as verification

Answer

Sending a one-time password to the airline's corporate office

Question 6

An airline's loyalty program partners with a hotel chain. A member stays at the hotel and earns airline miles. What term describes this type of arrangement?

Accepted Answer

Earn-on-partner or loyalty partnership

Answer

Codeshare agreement

Answer

Interline agreement

Answer

Global Distribution System (GDS) link

Question 7

A Platinum-level elite member boards a flight and finds their complimentary upgrade was not applied, even though seats are available. What should a ground agent do first?

Accepted Answer

Verify the member's elite status and seat availability, then apply the upgrade if the member qualifies and seats remain open

Answer

Deny the upgrade because the decision is final once boarding begins

Answer

Upgrade the member to a business lounge instead

Answer

Issue double miles as compensation and close the issue