| Hospitality | JetBlue Knowledge | Jetblue Knowledge 2 | JB Terminology | JB Terminology 2 |
|---|---|---|---|---|
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What is 3 elements of world class hospitality?
1. Material service
2. Personal service 3. Procedures |
What is our friend?
Service Now
|
What is 5 elements of price quote?
1. Is fears a subject to change until purchase
2. Include all airport taxes and fees 3. Price per person 4. Advice service fee BONUS-$25PP 5. Ask for the sale |
What is meaning for flight coupon status?
1. OK 2. LFTD 3. VOID 4. CKIN 5. USED 6.EXCH 7. RFND
1.still ready to use
2. Unshareable 3. Need to void mistakes 4. When cu checks in 5. When flight departs 6. When an exchange happens 7. When ticket canceled |
What is the purpose of Ctrl+ Alt+ O
To give details on flights
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What is 3 ways to bring back humanity to air travel?
1. Connect
2. Communicate 3. Commit |
What is FASTCUP and when should it be used?
Fares are subject to be changed until purchase
Use on every call |
What is No%?
It's reported if one type of format is not available for a flight
|
What is definition of group, interline, codeshare?
Group- 10 or more cu for specific organization
Interline- combo with partner airline multicity Codeshare- operated by another company using our planes BONUS- What are these three terms- reservation types |
What is PNR?
Passage your name record
BONNUS- INCLDES Name phone number address email flight segments |
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What is 2 zones of hospitality?
1. Inner- Great offer assistance recap recap combo don't end call with a question
2. Outer- Use last name ( At least twice ) non transactional comment (at least once), be in the moment/ natural, listen |
What is JetBlue's core product?
Fly fi, leg room, unlimited snacks and drinks, TV and XM radio, award winning customer service, allow carry on and personal
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What is the purpose of Ctrl E
To save changes
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What is ss and how status?
Ss- segment selected
Hk- holding & confirmed |
What is VCR?
Virtual coupon record
BONUS- INCLUDES- Customer name flight info fair detail payment info |
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What is the best state of mind for Jetblue cs rep?
Adult
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What is JetBlue fare options?
Blue Basic- Ultra low cost fare , personal item , no carry on Free for check bag fee to reserve seat
Blue- One carry on 1 personal item No fee to cancel or change Advanced seat selection Blue plus- Blue options plus One check bag Blue extra- Blue options plus No fee for same day switch even more speed included early boarding Mint- Blue options plus To check bags Even more speed early boarding |
What is The time you must check your baggage for a Domestic flight?
International flight?
40
60 |
What is the Tk and Te?
Tk- electronic receipt for refund
Te- Electronic ticket Continue flight and payment info |
What is on-time performance?
An arrival to jetblue bridge within 14 minutes of scheduled time.
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What is 3 ways to handle customer complaints?
1. Thank- Thank you for letting me know
2. Apologize- I'm sorry that happened 3. Offer options- Let me see what can be done Bonus- What was what should we not apologize for- policy Bonus- What to do with no option- Express empty and give next steps |
What is The 3 main ticketing principles?
1. Each person needs their own ticket.
2. Each ticket has a unique ticket number. 3. Each ticket includes flight coupon |
What is always added to a reservation
The spider number
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What is compliance
Time worked over time scheduled
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What is 279?
A ticket issued by JetBlue
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