Airline Loyalty Programs and Frequent Flyer Services Questions and Answers Flashcards
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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?
Answer: Miles transfers are generally not permitted or are allowed only for a fee under specific conditions
Most US airline loyalty programs either prohibit direct mile transfers or allow them only at a cost or under strict conditions, as transferring undermines program integrity.
Which of the following describes an 'award chart' in an airline frequent flyer program?
Answer: A chart listing the number of miles required to redeem for flights or other rewards based on zone or distance
An award chart specifies how many miles are required to redeem for award flights, typically organized by destination zone, distance, or cabin class.
What is 'dynamic pricing' in the context of airline award redemptions?
Answer: Setting ticket prices based on real-time demand rather than a fixed award chart
Dynamic pricing in award redemptions means the miles required for a flight fluctuate based on demand, similar to how cash ticket prices change, rather than following a fixed award chart.
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?
Answer: Submit a miles reinstatement request and investigate the booking transaction
When miles are deducted but no ticket is issued, the agent should submit a miles reinstatement request and investigate the transaction to restore the member's account balance.
Which practice helps airline customer service agents verify a caller's identity before discussing loyalty account details?
Answer: Verifying the member's account number, PIN, or answers to security questions
Agents verify caller identity by confirming the membership number, password or PIN, or security questions to protect member account information.
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?
Answer: Earn-on-partner or loyalty partnership
An earn-on-partner or loyalty partnership allows members to earn airline miles through spending with affiliated non-airline businesses such as hotels, car rentals, and retailers.
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?
Answer: Verify the member's elite status and seat availability, then apply the upgrade if the member qualifies and seats remain open
The agent should verify the member's elite status and confirm seat availability, then apply the upgrade if the passenger qualifies and open seats exist in the premium cabin.