Resources

Where would be the best place to find our current empowerment chart?

Sunwing Brochure

Library->AAA Sales Centre Helper

Sunwing.ca -> terms & condiditons

Passenger calls in to inquire about the Dolphin Adventure in Varadero. Can we provide the information on Nexustours.com to them about the excursion?

Yes

What is the best website to use to review our Passenger Care Commitment to delayed passengers?

Signature.ca

Flysunwing.com

Www.torontopearson.com

Passenger calls in inquiring about Suwning flights to Amsterdam. Which site could we use to help provide more information to the caller?

Vacationexpress.com

Sunwing.ca

Signature.ca

Tuifly.com

Is Signature.ca the only site to use to find up to date information about resort credits, hotel bonus features and room categories for Riu Palace properties?

Yes it is.

No, you can use Sunwing.ca also

Passenger calls in to make a booking for 3 rooms (6 Pax Total). What do you do?

Make 1 Booking for all 6 Pax

Ask them if they would like all 6 Pax on separate bookings

Make 3 separate bookings

Tell them to call Air Transat

If a passenger is upset about a flight consolidation with no options and wants to escalate the call what should we do?

Kindly ask them to e-mail customer service

Listen to their concerns and empathize. Explain “The Why”. Call Loyalty for assistance and warm transfer if needed

Advise of terms and conditions

Transfer directly to the Loyalty team

If a caller insists on speaking to a Supervisor, how should we respond?

�I can definitely transfer you. Would you mind if I get some information from you first?”

Transfer directly to a Supervisor

Insist on helping the caller yourself, and transfer only if it gets escalated

Disconnect the call

Passenger has 5 rooms booked on 1 file. They want to change 1 room from a single to a double and add insurance and premium for the new pax. What do you do?

Cancel the single room off the original booking, and make a new booking for the double. Leave the other rooms untouched. Charge the new passenger the current double + Insurance + Premium

Charge both passengers the current double rate. New pax also pays for insurance and premium. Cancel the single room, and add a double room to the original booking

Charge both passengers the current double rate. New pax also pays for insurance and premium. Modify the single room to a double room on the original booking.

Call the Loyalty Team

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