Hello,
Here are the revision questions for this week.
1. Why is customer service important in the aviation industry?
2. List 5 rules of good customer service. Comment on them.
3. What are the qualities of a good customer service representative?
4. How can you book and purchase a ticket? Explain the steps of booking online.
5. What is electronic ticketing and when did it become mandatory for IATA airlines?
6. What is PNR? What is the common word for PNR?
7. What information does a ticket contain?
8. What is check-in? List some types of check-in and discuss the advantages of one.
9. Where does the baggage handling system start and where does it finish?
10. What is crucial for an efficient baggage handling system?
11. Where do the bags of departing/ transferring/ arriving passengers move from to?
Have a nice weekend.
Hope you do well on Sunday!
Kind regards,
RV
1.Why is customer service important in the aviation industry?
ReplyDeleteImprove passenger’s experience.
2. List 5 rules of good customer service. Comment on them.
1-be helpful, if passengers need help you should help him as much as possible.
2- listen to your customers, you should show to them you listen carefully what they are saying.
3-don’t make promise you can’t keep it, try don’t promise just say we will try we best.
4-deal with complain, try we best to solve the problem.
5- Throw something extra, such as small gift or discount in the ticket.
3. What are the qualities of a good customer service representative?
1helpful
2polit
3professnal
3 respectful
4. How can you book and purchase a ticket? Explain the steps of booking online.
1- Choose the airline 2- go to the web side 3- choose your destination ant flight 4- inter your personal information .5-pay by credit card6- print the receipt.
5. What is electronic ticketing and when did it become mandatory for IATA airlines?
Electronically issued ticket stored in computer reservation system/June 2008
6. What is PNR? What is the common word for PNR?
Passengers name record =booking reference.
7. What information does a ticket contain?
Name
Mobile
Email
8. What is check-in? List some types of check-in and discuss the advantages of one.
Confirm you flight and get information about boarding.
confiem the fligth and information about boreding ..
Type- online- person- self service
Online check in-
Easier –no queue –faster- save time
9. Where does the baggage handling system start and where does it finish?
Start- check in /finish-reclaim area
10. What is crucial for an efficient baggage handling system?
Baggage tag- bar code
11. Where do the bags of departing/ transferring/ arriving passengers move from to?
Departing-check in to the plane
Transferring-get to another
Arriving passengers- from plane to reclaim area
1. Why is customer service important in the aviation industry?
ReplyDeleteIt is important, because a satisfied customer will come agine to purchase. This will increase the revenue of the company and build a good reputation.
2. List 5 rules of good customer service. Comment on them.
1- Listen your customers: it is important to listen to your customers, try to understand their problem, give advice, and help them.
2- Keep your promise: never base your promise.
3- Be knowledgeable: you have to know about the products that the company offers.
4- Be helpful: you have to be courteous.
5- Respect your costumers: treat your costumers with respect
3. What are the qualities of a good customer service representative?
Helpful, knowledgeable, polite = courteous, professional and respect.
4. How can you book and purchase a ticket? Explain the steps of booking online.
Online booking: 1)- choose the airline you want to travel with 2)- go to the airline website 3)- choose your destination 4)- enter the date of flight 5)- enter your personal information (PNR) pay by credit card 6)- print the receipt.
5. What is electronic ticketing and when did it become mandatory for IATA airlines?
Tickets that are issued electronically and stored in a computer reservation system, since June 2008.
6. What is PNR? What is the common word for PNR?
Passengers Number Record, booking reference.
7. What information does a ticket contain?
It contains personal information.
8. What is check-in? List some types of check-in and discuss the advantages of one.
Confirm your booking and reservation information about boarding. The boarding card contains flight and gate number and boarding time.
Types of check in:
In person.-
-Online/ web.
-Self – service kiosk: you can do it between 2 and 1 hs prior to the flight enter the mandatory information and print your boarding card and baggage tags.
9. Where does the baggage handling system start and where does it finish?
Check in area, reclaim area.
10. What is crucial for an efficient baggage handling system?
Baggage tag, bar code is crucial.
11. Where do the bags of departing/ transferring/ arriving passengers move from to?
Departing: From check in to the plane.
Transferring: between gate.
Arriving: From the plane to reclaim area.
1- To help and supprt passengers also improve their experience .
ReplyDelete2- Treat and listen to your customer ( focus on your customer while he or she talking ) - keep your promise ( don't make promise if you can't make it ) - be knowledgeable ( know about the products that company offers ) - be helpful ( help passengers as much you can )
3- Polite - konwledgeable - respectful - professional .
4- Go to an airline website - choose your destination and date - write your details ( email - name - mobile number - credit card number ) print your ticket.
5- Ticket issued and stored in internet and became mandatory on June 2008.
6- Passenger Name Record ( booking reference - personal details.
7- Passenger name - booking reference - flight number- date - destination .
8- To confirm your flight ( in person - online - self service kiosk ).
9- Start from check-in desk and finish in baggage reclaim carousels .
10- Baggage tag because it contains passenger details.
11Departing:from check-in counter to the airplane.
Transferring : from one plane to another .
Arriving : from airplane to baggage reclaim carousels.
9. Where does the baggage handling system start and where does it finish?
ReplyDeletestart from check in and finish in baggage reclime
10. What is crucial for an efficient baggage handling system?
bar code
11. Where do the bags of departing/ transferring/ arriving passengers move from to?
departing: check in to the plane
transferring: frome one gate to another
arriving : from the plane to the reclaim area
9. Where does the baggage handling system start and where does it finish?
ReplyDelete*start from check in and finish in reclaim area.
10. What is crucial for an efficient baggage handling system?
*the baggage tag becouse it have the information for passenger.
11. Where do the bags of departing/ transferring/ arriving passengers move from to?
*departing: in check in area
*transferring:frome plane or gate to another
*arriving:from the plane to baggage reclaim area.
1 – It is important because satisfied customer will come again to purchase and this will increase the revenue of company
ReplyDelete2- 1-be helpful, if passengers need help you should help him as much as possible.
2-deal with complain, try we best to solve the problem.
3-don’t make promise you can’t keep it, try don’t promise just say we will try we best.
4- Throw something extra, such as small gift or discount in the ticket
5- listen to your customers, you should show to them you listen carefully what they are saying.
3- Knowledgeable, Helpful, polite, respectful and professionals
4- 1-Choose the airline2- go to the web side 3- choose your destination ant flight 4- inter your personal information .5-pay by credit card6- print the receipt.
5- June 2008 electronically issued ticket stored in computer reservation system
6- Passengers name record =booking reference.
7- Name, Mobile, Email, flight and itinerary
8- Confirm your booking and receive information about boarding
Types;- in person, online and self service kiosk
9- Start in check-in and finished in baggage reclaim
10- baggage tag
11- Departing- check in to the plane
Transferring- plane to another
Arriving passengers- from plane to baggage reclaim area
..
ReplyDelete1. When you help the customers professionally they will be happy and they will always came back, that help to build the company reputation and make it good, but if the customer dissatisfied with the service they will talk negative and the company will lose customers.
2.
1/ Be helpful, you should help the customers as possible as you can.
2/ Never break your promise, or keep your promise, don’t promise if you cant do it or make it happen,
3/ Be knowledgeable, you should know what are you saying and doing and act like you know every thing.
4/ Respect your customers, speak in polite way and don’t be rude.
5/ Listen to your customers, to know what they are saying.
3. Helpful, respectful, knowledgeable, professional and polite.
4. Choose the airline, go to the airline web site and choose your destination, time and date select the one you are like, enter your personal information, then pay by your credit card print or send the receipt/ticket.
5. Ticket that are issued electronically and stored in a computer database, since June 2008.
6. Passenger Name Record = booking reference, It contains personal information and flight itinerary.
7. It contain personal information, flight number and flight itinerary.
8. Confirm your booking and receive information about boarding and it contains flight and gate number and boarding time. Types: in person, online and self-service kiosk.
9. Start from the check -in and finish in the reclaim area.
10. Baggage tag - bar code.
11. Departing: check-in to the plane.
Transferring: from one gate to another (between gates).
Arriving passengers: from the plane to the reclaim area.
1. Why is customer service important in the aviation industry?
ReplyDelete- Satisfied customer will come again to purchase .
- Will increase the revenue .
- Build a good reputation of the company .
2. List 5 rules of good customer service. Comment on them.
- Keep your promise , don’t make any promise you can’t keep .
- Listen to the customer , it is important to listen to customers and try to understand their problems and give them your advice .
- Be knowledgeable , know about every product that your company offer .
- Always be helpful , polite and courteous .
- Treat the customer with respect .
- Apologies if you make a mistake .
3. What are the qualities of a good customer service representative?
Helpful- polite – knowledgeable – courteous – professional and respect .
4. How can you book and purchase a ticket? Explain the steps of booking online.
- Choose the airline you want to travel with.
- Go to the airline website.
- Choose the destination and enter the date of flight .
- Pay by credit card .
- Print the receipt .
5. What is electronic ticketing and when did it become mandatory for IATA airlines?
Ticket that issued and stored at the computer reservation system , it becomes mandatory on June 2008 .
6. What is PNR? What is the common word for PNR?
- Passenger Number Record .
- Booking reference .
7. What information does a ticket contain?
- Personal information.
- Booking reference .
- Flight number .
- Date .
- Destination .
8. What is check-in? List some types of check-in and discuss the advantages of one.
Check-in is a second step after ticketing to confirm your flight .
- In personal
- Online .
- Self service kiosk : you can do it between 1 or 2 hours prior to flight . enter the mandatory information and print your boarding card and baggage tags .
9. Where does the baggage handling system start and where does it finish?
Start from check-in desk and finish in baggage reclaim area .
10. What is crucial for an efficient baggage handling system?
Baggage tag, bar code
11. Where do the bags of departing/ transferring/ arriving passengers move from to?
- Departing: From check in to the plane.
- Transferring: between gate.
- Arriving: From the plane to reclaim area.
1. Why is customer service important in the aviation industry?
ReplyDelete-Is keeping customers happy and improving passenger experiences.
2. List 5 rules of good customer service. Comment on them.
1-be helpful, if passengers need help you should help him as much as possible.
2-deal with complain, try we best to solve the problem.
3-don’t make promise you can’t keep it, try don’t promise just say we will try we best.
4- Throw something extra, such as small gift or discount in the ticket
5- listen to your customers, you should show to them you listen carefully what they are saying.
3. What are the qualities of a good customer service representative?
-Helpful , courteous , knowledgeable , staff respectful.
4. How can you book and purchase a ticket? Explain the steps of booking online.
-Go to the website of the airline you want to travel in it. Go to "Book a ticket". Enter your destination , information is required and finally enter your credit card details , print your ticket.
5. What is electronic ticketing and when did it become mandatory for IATA airlines?
-Ticket that is issued and stored in a computer reservation system. June 2008
6. What is PNR? What is the common word for PNR?
-Passenger Number Record .
7. What information does a ticket contain?
booking reference.
8. What is check-in? List some types of check-in and discuss the advantages of one.
-To confirm your presence on a flight online - in person at the airport self-service - mobile.
9. Where does the baggage handling system start and where does it finish?
Check in area, reclaim area.
10. What is crucial for an efficient baggage handling system?
Baggage tag, bar code is crucial.
11. Where do the bags of departing/ transferring/ arriving passengers move from to?
Departing: check-in to the plane.
Transferring: from one gate to another (between gates).
Arriving passengers: from the plane to the reclaim area