AIRPORT EMPLOYEE Customer Service and Passenger Assistance 2 — Questions and Answers
Question 1: What is the primary purpose of a passenger name record (PNR)?
- To store a passenger's booking and travel details in the airline reservation system (Correct answer)
- To record passenger complaints
- To track loyalty program miles
- To document security incidents
Correct answer: To store a passenger's booking and travel details in the airline reservation system
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?
- 24 hours (Correct answer)
- 48 hours
- 72 hours
- 1 hour
Correct answer: 24 hours
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?
- A trip where the departure and return cities are different (Correct answer)
- A one-way ticket with no return flight
- A round trip on two different airlines
- A ticket with a very long layover
Correct answer: A trip where the departure and return cities are different
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?
- Rebooking on the next available flight and waived change fees per airline policy (Correct answer)
- A full cash refund immediately
- A hotel room at airline expense
- Compensation equal to the ticket price
Correct answer: Rebooking on the next available flight and waived change fees per airline policy
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?
- To verify the passenger is boarded, update the manifest, and confirm seat assignment (Correct answer)
- To charge any unpaid baggage fees
- To record frequent flyer miles only
- To check the passenger's ID against a watchlist
Correct answer: To verify the passenger is boarded, update the manifest, and confirm seat assignment
Scanning the boarding pass barcode at the gate updates the departure control system to mark the passenger as boarded and confirms their seat assignment.
Question 6: What is a codeshare agreement?
- An arrangement where two airlines sell seats on the same flight under their own flight numbers (Correct answer)
- A shared security code between airports
- A joint marketing campaign between two airlines
- A technology-sharing contract between airlines
Correct answer: An arrangement where two airlines sell seats on the same flight under their own flight numbers
A codeshare agreement allows two airlines to market and sell seats on the same physical flight using their individual flight numbers.
AIRPORT EMPLOYEE Customer Service and Passenger Assistance 2
What is the primary purpose of a passenger name record (PNR)?