AIRPORT EMPLOYEE Customer Service and Passenger Assistance 2

Question 1

What is the primary purpose of a passenger name record (PNR)?

Accepted Answer

To store a passenger's booking and travel details in the airline reservation system

Answer

A PNR is a record in the airline's computer reservation system that contains all details of a passenger's itinerary and personal information.

Question 2

Under DOT rules, how long do airlines have to hold a domestic airfare before requiring payment?

Accepted Answer

24 hours

Answer

DOT regulations require airlines to hold a quoted fare for 24 hours without payment or allow free cancellation within 24 hours of booking.

Question 3

What does the term 'open jaw' mean in airline ticketing?

Accepted Answer

A trip where the departure and return cities are different

Answer

An open-jaw itinerary involves flying into one city and returning from a different city, leaving a geographic gap in the middle of the trip.

Question 4

What should a customer service agent offer a passenger whose flight is cancelled due to weather?

Accepted Answer

Rebooking on the next available flight and waived change fees per airline policy

Answer

For weather cancellations airlines typically rebook passengers on the next available flight and waive change fees, though no additional DOT-mandated compensation is required for weather events.

Question 5

What is the purpose of a boarding pass barcode scan at the gate?

Accepted Answer

To verify the passenger is boarded, update the manifest, and confirm seat assignment

Answer

Scanning the boarding pass barcode at the gate updates the departure control system to mark the passenger as boarded and confirms their seat assignment.

AIRPORT EMPLOYEE Practice Test

AIRPORT EMPLOYEE Practice Test

AIRPORT EMPLOYEE Customer Service and Passenger Assistance 2