Customer Service and Passenger Assistance Flashcards

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

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.

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

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.

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

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.

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

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.

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

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.

What is a codeshare agreement?

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.