Here are the things that I have audited in my work for this year (flight edition)

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It's the most wonderful time of the year! As me working in the travel industry, I would like to share to you the calls that I have listened so far when it comes to flight concerns and what are the things that agent did to resolve their issue. The card holder wants to make changes on the existing reservation, they wanted to check their options. Rep assisted the card holder and gets the card number and zip code to access the account. Rep checks and to confirms the information with the caller. Rep explains the fare rules, caller agrees and proceeds with the changes. Rep ended the call properly. The card holder wants to use her flight credits from her previous reservation, the caller need to book a flight. Rep assisted the card holder and gets the card number and zip code to access the account. Rep checks and to confirms the information with the caller. Rep explains that this will be done via Online Reservation Team, caller agrees. Rep transferred the call properly. The caller needs to book a flight and he has specific flights in mind. Rep assisted the customer and probes for the trip details. Rep was able to see the account and fully-verified the caller. The caller says that he needs a flight from DCA to MCI and rep gave trip details. Rep explained proper disclaimers and gets the confirmation first from the card member before booking it. The caller said that he is just looking for lower rates and rep provided disclaimers before ending the call properly. The card member needs to cancel a flight and he has specific flight itinerary. Rep assisted the customer and probes for the trip details. Rep was able to see the account and fully-verified the caller. The caller says that she has emergency and Rep explained proper disclaimers since the flight is non-refundable. The rep explains that if she is cancelling the flight there will be flight credits and checks first with the caller before cancelling it. The caller agrees and rep gave cancellation verbiage before ending the call properly. The card holder wants to check the airline schedule changes on the existing reservation, they wanted to check their options. Rep assisted the card holder and gets the card number and zip code to access the account. Rep checks and to confirms the information of the new flight schedule with the caller. Rep explains other flight options as per caller's request and the fare difference, caller declines. Rep ended the call properly. So you see, there are different wats to resolve issues for the caller when it comes to flight changes, flight bookings, cancellations and using the flight credit. This has been a productive year for the travel team when it comes to flight concerns.