March 7, 2022 not fully

"Welcome and thank you for calling the Ultimate Rewards Travel Center. My name is ___ and I will be your Travel Advisor. May I have your name please?" all about booking cx not fully verified isabela smith pls provide 16 digit cr crd no and the zip code how may I help u today? (do not use "bye for now") Bye. Stay safe and have a great day ahead

flight leaving from round trip 2 pass los angeles to sfo nov 21st to the 24th i have flight available with u here.. arrival city, arrival time, airline, economy, ultimate rewards points

"Is there anything else I can help you with like booking an airline flight, car, or activity to go with this hotel booking?" pause "Please feel free to call us anytime. We are open 24/7 or visit our website ultimaterewards.com for any of your future travel needs. Thank you for calling Chase Ultimate Rewards Travel Center Mr./Mrs. Cardmember. Have a good day."

username ChaseBPO PW travel https://remotecfs.clgtravel.com/Chase/default.asp https://avatier.affiniongroup.com/aims/ps/Default.aspx https://backoffice-chase.loyaltytravelinterfaces.com/MAUI/#/Clients (Prod MAUI) https://csg-backoffice.loyaltytravelinterfaces.com/MAUI/#/Clients (training MAUI) 4@E6TC www.ultimaterewards.com cntrl shift T (if accidentally the link is erased)

CX Loyalty 2/21/22 loyalty program - A rewards program that is designed to keep cx loyal to certain programs 4 Basic steps to the rewards programs process: 1. company markets their rewards programs 2. cx choose to enroll in the reward program 3. once enrolled, cx earn points or miles 4. cx redeem points or miles rewards reasons why company offer rewards: 1. differentiates products from competitors 2. attracts new card holders by creating card envy (privilege to show that you have a gold, silver or prime card) 3. retains cardholders 4. motivates responsible use of cr card 5. encourage use of cr card vs competitors card and using cash *jp morgan chase is a big compay/bank *difference bet cr card and rewards card - cx has to pay annual fees /interest rates (for cr card) *who is offered a rewards card? - eligibility is determined by the fin institution based on *cr worthiness *past spending habits (how often u use the card) *rel with the fin institution (cx should have no bad record) Redemption Options *travel * non-travel air tickets cash car rentals gift cards Frequent flyer vs Fin loyalty program *earn miles by flying on carrier *earn by using cr card *redeemable only for flights on that carrier or their partners *redeemable in any carrier *blackouts around peak travel times *redeem for air tickets only *addt'l travel options beyond air *very limited space *increased seat availability BONUS: fin loyalty program is considered a fare paying passenger and can earn frequent flyer points *cx searches for a partner to fulfill the travel portion of their loyalty program *when cx would like to redeem points or miles for travel they are directed to cxLoyalty when they contact their rewards program. cxLoyalty and client relations *varies based upon the client *with some clients, its transparent to the cx - cxLoyalty represents the bank when the cx calls to redeem points for travel - We identify ourselves as the program's Travel dep't or Travel Reservation Center *we cater flights, hotel, car, activities - Beyond Loyalty and Reward Travel - *among the top ten travel co in the US * largest provider of Reward and Loyalty Travel COMPETITORS : Expedia / Orbitz/ Hotels.com/ Travelocity *1-800-622-4863 contact number CX Loyalty 3/10/22 Pricing Multiple Carriers Terminologies Domestic Routings-Travel is fully within one country. US domestic itineraries include the 50 states, puerto rico and Guam Ticketing agreement - An agreement between individual airlines to handle passengers traveling on itineraries that require multiple airlines. these agreements allow each airline to accept the other's ticket and also covers baggage transfers and liability.

3/10/22 "fares and availabilities are not guaranteed until ticketed" the possibility that the cx found a new booking and want the points they have for a certain booking. Manual airline booking 1.Select the desired itinerary on the airline's website -Use the points/miles calculator in MAUI or theConnection as needed to provide redemption info to the cx. proceed thru the reservation flow until payment is required. notes: any time an email field is required, you must use [email protected] any time a phone number field is required 2. Upon reaching the payment step in the process on the airline's web, return to worldspan -emulate to 6tc to book and launch the PASSIVE script -follow the prompts in the script to sell in passive segments to match the flights u are booking onine -click the "add flight" button after each flight segment's info has been entered -click the launch manual script button once all the flight segments have been entered. 3.you will see the the ff prompt in the passive script asking if you are creating a third party site manual booking. select yes - 4.proceed from the passive script to ;launch the ORXe script in ws -on the reason screen in the ORXe script, select 'Third party booking' 5.follow the prompts through the screens until u reach the 'ccnumb' screen containing your worldspan record locator 6.use the record locator to request a single use credit card in maui for the amount equal to the tot payment due to the airline for the flight. 7.enter the cc and billing details into the payment fields on the airline's web to complete the transaction. *this is to the airline's website* 8.return to the ORXe script in ws *anter the sinbgle use cc no. and expiration date to proceed with the booking Note; you will be prompted 9.orxe script in ws -when prompted by the script, create the manual order in MAUI and enter the super PNR. impt. if the script doesn't auto generate the MK line to the record when creating a booking directly on the airline's website. 10.manula process to add mk line complete the ORXe script check to see if WSPN has an MK line generated by using the format **use the ff format to add the MK line to the reservation 5.Z0/-MK//Airline Code//Airline confirmation code//per perosn fare//total fare displayed//3RDPARTY 11. 12. after u add the MK line queue to record (Q/200) ex. to place on queue: QEP/200*CO *while completing the orxe script there will be a prompt "are u ready to send this to ticketing? ****this is the last resort if the cx insists to know the non-ARC booking.**** Minimum/Maximum Connection time: Checks if traveler has enough time bet connecting flights Format: VCT multiple airlines if traveler wants different airlines for outbound and return flights, we can assist them with Format: 4G/AT *this is how we check interline agreement (bet airlines) this format provides the option to cancel specific flight segments wo starting over format: X(Segment Number) ex: X1-2 changing class of service format: 4P.(Class of Service) *for ex. they want to change to bus class changing ticketing line format: 7@T/DO.NOT.TKT modifying itineraries changing phone No. format: 9(Segment)@(phone no.) cancel itinerary format: XA - cancels air fare segments or XI

on initial car search page, the drop off location can be included if it is different from the pick up location after clicking search, modify and sort verbage "Mr --the estimated one way fee provided by the car rental company based off of the Pick up and Drop off locations" details of the tot cost and the one way fee will appear on the page email confirmation.. will receive a for breakdown of the fees, direct them to the car rental company Reservation for ACTIVITIES: Filter options activity name categories Activity Sort options category price Activities name and category are not required when searching for an activity. book the cx a ground transpo if necessary *no promo codes *The traveler info page is where all the identity *pls confirm that cx name and govt real photo and id *for security purp, only read the cc info once to the cx. *at the time of Review, it is important to verify the Rules and Policies for ancillary components booked. Intro to Air Travel: Key Airline and Travel org include the ff: 1. ARC (Airlines Reporting Corp.) *handles airline accountable documents and distributes payments to suppliers *established travel agency accreditation requirements 2. IATA Int'l Air Transport Association *represents some 240 airlines and works to increase the airline industry's safety, efficiency and profits *assigns each agency their ARC or IATA no. an eight digit no. unique to every agency who wil make reservations and issue tickets. *Our IATA/ARC no. is 13-52723-1 3. FAA (Federal Aviation Administration is the agency in the United States Department of Transportation responsible for the regulation and oversight of civil aviation within the US as well as operation and development of the National Airspace System. 4. Transportation Security Administration (TSA) goal is about prevention of harm to aircraft, passengers, and crew as well as support national security and counter terrorism policy. Trip types and Airline Routing Logic What is a hub and spoke? Advantages of Hub and Spoke Airlines Consumers *conserves fuels *more travel option *maximizes customer capacity *more airline choices *minimizes number of aircraft *competitive pricing major airline hubs: American (AA) DCA, DFW, ORD, JFK Delta (DL) ATL,CVG, MEM, MSP Frontier (F9) Types of trip: One way - Point A to Point B - no return Round Trip - travels to destination ex. BOS to MIA then going back to BOS Multi-city - cicle trip travel ex. ord to lax from lax (could be car or ship) lax to pdx then aircraft to ord types of flights: *non-stop*direct flight*single connection*double connection*funnel flight 1. doesn't have en route scheduled stop 2. has an intermediate stop to refuel, pick up and drop off passengers and cargo and there will be no change in aircraft 3. Code-Share agreement is an agreement bet two airline carriers where one carrier is listed in the system under the other carrier's code. Pros: *appears as if airline offers more flights Cons: *confusing to the passenger * may lead to missed flights or frustration *pre assigned seats not allowed Multiple airports: san francisco ex. OAK SFO SJC new york city ex. EWR LGA JFK los angeles ex. BUR LGB ONT LAX SNA dallas ex. DFW DAL US Time Zones DST why are time zones impt? differences in Eastern standard time, etc. time zones of the airport When thinking abt aircraft, keep in mind the ff: *Turboprop airplanes have an external propeller that is driven by a turbojet engine *jet airplanes are powered by a gas turbine engine *wide-body equipment has two aisles *narrow-body equipment have one aisle There are 2 types of airline configuration: narrow body: wide body: *one aisle *two aisles *smaller plane *larger plane *generally domestic or shorter flight *generally int'l flights *sometimes with two (2) levels Aircraft types and seating arrangement: Basic economy *automated seat assignments given at check in only *seating together is not guaranteed *passengers traveling BE are not eligible for Economy plus or prem cabin upgrades *no priority Premium Economy *More legroom and wider seats *more recline *not available on some int'l flights not bookable thru more booking tools Business Class *more plush *more recline First Class *most expensive fare *wider seats *meal choices *free drinks Baggage and addt'l fees * carry ons are limited in no. and size * checked bags are charged differently for the 1st and 2nd bag * size limits apply * all airlines have their own policy Traveler should know the ff: if a flight makes a stop on the wat (incl change of gauge) *if the flight is turboprop *if the flight includes a code-share (agreement et 2 airlines) "operated by...." Car rental Industry why would you rent a car? qualifications: min age us 18-25 *most common is 25 *valid driver's license can't expire during the rental period *valid driver's license must be government issues "Real ID" daily surcharges can apply, on top of other fees License and cc must belong to the same person Hold is placed on vehicle at beg of th contract. What if driver has bad driving record? co has the right to refuse. What if i arrive late? some car co usually hold the car for 24 hrs, while others may hold for only 2hrs. What other charges could there be? Insurance, upgrades, GPS, car seats, gas etc. Vehicle categories: has its own fleet uses the same qualifiers to rank cars: -Class decides which class vehicles are in -agents may advise cx of the specific class -agents should not advise specific make or model When advising what type of car always advise the cx "in similar" types if rentals: *airport pick up *off airport locations *one way/drop offs (some clients offer this option) verbatim: "Since you are traveling with your family, once we are done confirming your flight reservation, i can reserve a mini van or full size SUV for you today as well.." 3 ways to book car rental: reservation only *nothing is charged to the cc *cancellation policy reservation only with a deposit *certain amt charged to cr card at the time of booking *most often, if cancelled customer loses deposit advance purchase rate *paid at the time of booking *strict cancellation policy *taxes and fees included *unlimited miles *available in ORXe types of rental rate -daily -weekly -weekend -hourly rental rates/out of pocket: *gas/fuel *special equipment *insurance or waivers *taxes (average 26%) *drop off charges "Since you'll be traveling with work colleagues, can I book you a full size car? This will give you The ff information must be provided to the caller: *name of car co *dates, time, and loc of rental *rate the cx will be charged *and/or no. of points for redemption *cancellation policy *miscellaneous policy for rentals *confirmation no. - the cx must be 25 or older and present a cc in their name - fees for any incidental options selected at the counter are not part of the quoted rate intro to Hotels: Bus trip or Corporate: # Express check in an check out # Restaurant or Leisure or vacation trips: *family oriented *swimming pool *entertainment *lounging space *on site activities (golf/tennis) *special promos *kids stay free Well known rating systems: *1star rating *2star rating *3star rating *4star *5star room cost factors: room size -standard room -additional amenities such as kitchenette location -ocean front vs ocean view -specialty level floors (club/penthouse) Number/Type of occupants -single, double, trip, quad -kids -pets Features -Whirlpool -Mini Bar Ala Carte No meals included Hotel Rate plans -run of house -corporate -group Hotel confirmation info: *Suppliers have different relationships with hotel properties *This can impact how booking information is shared *in almost all cases, reservation info and confirmations are sent immediately and received within a few hours *in some situations, it can take up to 24 hrs, or longer for a hotel to validate they have received the data and update their system to see the reservation Helpful reminders: *Not every hotel is available through the vendors *the hotel may be sold out for the requested dates verbatim "I can go ahead and confirm a suite standard room suitable for 3 guests for only 52781 points "I can go ahead and confirm a suite at the Vdara Hotel and Spa suitable for 2 guests. Would you prefer a suite with or witjout a lake view? "This sounds like a wonderful trip. What hotel do u have in mind or would u like me to check what's available? "I would be thrilled to assist you with the rest of your trip. Where would you like to stay?" "Now that you have chosen your flights, let's go ahead and get your hotel booked as well." Prepaid Hotels - Supplier Contacts "cx, while ur hotel booking is confirmed, the property may not have complete booking details of ur itinerary until 24hrs in advance of your travel." verbiage to use when booking a prepaid hotel to inform the ;member that the hotel may not have their booking details until 24hrs prior to their arrival. ********************************************

3/11/2022 Welcome and thank you for calling the Ultimate Rewards Travel Center. My name is ___ and I will be your Travel Advisor. May I have your name please?" Is there anything else I can help you with like booking an airline flight, car, or activity to go with this hotel booking?" pause "Please feel free to call us anytime. We are open 24/7 or visit our website ultimaterewards.com for any of your future travel needs. Thank you for calling Chase Ultimate Rewards Travel Center Mr./Mrs. Cardmember. Have a good day." "Just to set your expectations, Fares and Availability are Not Guaranteed Unless Ticketed." Ms Cx, i would just like to inform u that this call is monitored and recorded. (Once that u hear someone is talking with the cx, disclose it.) worldspan - special request How to Use the TSA macro Cx may call in to add their TSA no. w/c we can add for the worldspan make sure that we have PNR 1. 2. 3.another pop-up window will appear showing the list 4.passenger info pop-up *click in TSA Pre check/KTN: 5.select the tick box next to TSA Pre check/KTN then press the tab key on your keyboard to be able to add 6.Next pop up window will appear to inform the TSA info has been added to the passenger or all passengers that you select to update. 7.info added will reflect in the script as shown in WS. FQTV (frequent traveler) OSI (other service info) -message to the airline for ex. the passenger cant speak english very well. -OSI request can help the cx by letting the airline -ther Service Information (OSI) requests are messages sent directly to the supplier to communicate traveler preferences or requirements. OSIs are used only for air segments. OSIs are typically used to notify a supplier of special circumstances such as a passenger that does not speak the local language. SSR (Special services request) -food, wheelchair, stretcher, assistance for walking -they want to add a vegan meal on the flight client links - connect cxLoyalty username:[email protected] psword: Damsel2000A123

CCMS 4604088 Name Sy, Pamela Anne G. ADUsername PSy AD Password Damsel2000A123 WSPN SID RV8 WSPN Queue & Category 292 GDS Sine 2K (agent's sign) PAMELA1 pswd (worldspan sign in) WSPN ID RV8PSY Password-Travelport damsel123 108866 WWID (complaints form) 3/7/2022 Trip cart - Modification (ESS) Enable Self Service Cx is able to make cancellations online independently Agents will be able to process cancellations entirely using the ORXe tool All components can be cancelled using the ESS process (Air, Hotel, Car, and Activity) cancellations online: *Cx cancels components online independently *Cx is not able to cancel when: **Air outside the ARC void window **Non-ARC reservations **Reservations (Activity, Car, Hotel) within the penalty window (we base it from the policy) **Non-refundable cancellations **Contact cxLoyalty to assist with fees ESS - Agent Process (Enable Self Service) step 1 - Access the reservation in MAUI warning: We don't have a "change" button so we have to rebook if cx needs to change some info step 2 - Click the "Go to Super PNR" (start of ESS) step 3 - verify the rules by clicking "Rules and Policies" step 4 - Check the cancellation rules step 5 - cancel the ancillary component in ORXe (you have to inform the cx that this is final and no turning back/no reinstate) *if there are charges, the points cannot be used step 6 - Verify the component was cancelled step 7 - Refresh Maui to see that the component was successfully cancelled step 8 - Successful cancellation - Notes (cancellations do not show in Call history so agents must add notes ) step 9 - Points refunded (agents can "refresh" in Maui to see the customer's points are refunded back to their Point Balance) *read Gen advisory re Refunds Cancelling Multiple Components: (Flight, Hotel, Car) When using ESS there is not a "Cancel All" option so go to step 1 Super PNR step 2 Once cancelled in ORXe, cancel the requested component using the "cancel" button on each component. ex Cancel Car step 3 step 4 after confirming the cancellation, ORXe will provide a successful cancellation message and the item will show. the reservation in orxe will show partially cancelled at the top of the page Under the payment portion Agents must cancel each component step 5 Orxe will now show all the cancelled components The payment summary will reflect all components being refunded step 6 step 7 the order status will change to cancelled Non-Refundable cancellations -cx will not be able to cancel non-refundable items online -there will not be an option in Orxe to cancel a non-refundable item -if a cx calls to cancel a non refundable item, find what is best for the cx. -to cancel a non-refundable component you must contact Help Desk Voluntary Air Exchanges process that allows exchanges to be processed online through the rewards website or through ORXe as a result of flight credits provided once you cancel and go to rebook. CxLoyalty *if policy states, non-refundable, Change policy is changeable *voluntary air exchanges Customer *Voluntary air exchange allows the cx to process an exchange online via their rewards website Agent *You are also now able to process exchanges via ORXe. Who is impacted by Voluntary Air Exchages? The impact of voluntary air exchanges affect both you (agent) and the customer launch ORXe if u see.. "Need to use an airline flight credit?" click on "trips" From the "My Trips" page, available flight credit information will be Residual values for unused credits cannot be provided. Cardmembers should be guided to utilize credits in the most full and beneficial manner. *Flight Credit is redeemable toward initial booking, the base air fare and directly associated taxes, fees and charges collected as part of the fare calculation. You may only redeem 1 Flight Credit for single-passenger trips on aa.com or through Reservations. *Flight Credit means a credit valid for the original dollar amount paid on a reservation that is available for use on future bookings. Flight credits are fully-transferrable between different passengers and are always valid for two years from the original date of travel. Process overview: your flight credit messaging what you need to know abt your credit section is still available it is important that agents and cx read this messaging to be aware of any penalty fees Be aware that the search results will only display fares for the same airline that was originally booked *A different airline cannot be booked to utilize the flight credit. *Notice in the fare options any difference in cost is depicted Flight credits will vary based n type of ticket and carrier. During the pricing phase, you will encounter multiple options for the exchange. This will typically into Even exchange, Lower ticket cost, higher ticket cost passport traveldocs.com 6months travel.state.gov citizenship us-issued passport Immigration and Customs Passengers will clear customs and immigration at the first city they arrive in (gateway city to their destination country), even if it is not their final destination. Customs claim bags custom forms are collection passenger may be asked additional questions 3/4/2022 Worldspan (secondary tool) widescreen (different log ins) other screen (another login) what is? Provider of travel technology -worldwide electronic distribution of travel info -internet products and connectivity -e-commerce capabilities for travel agencies travel service providers and corporations Global Distribution System (GDS)--agency PNR -used by How does a call become reservation? cx - travel agent - Worldspan Mainframe --Worldspan provides flight info to ORXe to create bookings --Agents can access pre existing bookings to send special requests --when exact flights are not found in ORXe, Worldspan may be used as a resource --Other departments utilize for post booking needs *WS can pullup more booking flights vs MAUI *more convenient tool Important terms: Availability *display of flight, hotel, and car inventory based on the actual space available Display *A key that is symbolized by the *, but means "to show" Passenger name Record (PNR) *An electronic booking SID (Subscriber Identification) *Unique 3 character code assigned to an agency Emulating Formats There are different SIDs utilized throughout cxLoyalty based on location *6TC-Primary booking *once u r signed in to the blue screen, emulate to the booking ***emulation? we need to be synched in (we cannot proceed if we aren't emulated yet or not connected to our SID) ex: BB (Bounce back) A-OUT/B-IN 4@E6TC (enter) if we havent made any emulations **have to emulate all areas BSI$ (command to know Logging into Worldspan There are 2 different logins needed. The 1st allows access to the system Once in the system, the 2nd log-in is a personal ID, found on the system sheet. BSI$QQCCAS/GS/PASSWORD (diff pw from the sign ins) BSI$02922K/GS/PAMELA1 Logging into Worldspan This will take you to the "native" WSPN f1 - is for help f2 - cancel an itinerary (be careful because it will remove the itinerary) f3 - GA sell ARUNK (arrival unknown) f4 - clear screen f5 - format replay f6 - date f7 - switch screens f9 - clear screen f10 - end PNR f11 - move up (MU) f12 - move down (MD) screens -logging into worldspan will give access to six (A,B,C,D,E,F) work areas. These work areas can each hold a separate booking. There are also ten different screens which are numbered verifying the SID you are working in: The SID that was utilized originally during cntrl R - resume script scripts and macros Encode/decode calls that will be adding their frequent flyer or after the ssr - special service request void - "flight" only has void option timeframe of the void window up to 11:59 eastern time

3/3/2022 Intro to Raise the Bar Quality Model Raise the Bar - to raise the standards wc need to be met in order to qualify for something. **exceeding cx expectation **not being satisfied with the minimum standard to meet **striving for Gold when silver is enough Effortless journey Agent - Team leader - QAs - Customer Flight Presentation 1.name of the airline 2.code share - inform the cx whos the operating code share 3.departure and arrival date, 4.city and state, 5.date and day of the week, inform the 6.time if its am or pm 7.the class of service (premium economy, first class) sept 3 sept 6 GA to Colorado better to make earlier reservations should i make the reservations before i can apply the points need to wait for ur points to be reflected to your acct first rent a house b & b instead of a hotel...renting a house is not an option if she has 100,000points Points plus Cash Cancellations: -In ORXe, when points plus cash are used, points will be applied first to components in this order: AIR-Hotel-Car-Activity -Points/cash are applied to refunds in the way in wc they were used to make the original reservation No matter wc component is cancelled first -if the hotel is cancelled the cx will be refunded in all Points -when the car is cancelled the cx will be refunded in points and cash -the points refund will reflect in the customer's Points Balance Don't forget to add notes stating which item was cancelled out of or if the whole order is cancelled Cancellations With Fees *Fees are unable to be collected through ORXe using the ESS process *cx will be prompted to call for cancellation requests for anything requiring a fee. *agents will need to check each components rules *agents should assist if there are any vendor geeds that needs to be processed How we charge (do not cancel the booking 1st before charging) in MAUI *payment for charges for the cx, they can use any cr cards Refunding Error **What if an agent successfully cancels the component is ESS but the points or cash refund fails (we dont do anything) just assure the cx that the refund process is ongoing.. *cx may receive an error message when making cancellations online If a cx calls after receiving an online error message and still wants to cancel.. *try to cancel requested components for the cx using the ESS process in ORXe, if there are no applicable fees *if the Agent cannot process the cancellation, charge the fees appropriately and then cancel component in MAUI. Checkout Flow: Review Flight information Mix and Match fares will generate cr for each one-way flight For example: They have Delta/American mix and match fare they cancelled **They will have the ability only to rebook different airlines as individual flights (one way outbound on Delta and one way return on American) **Changes to passengers info, flight cr are available for viewing online for the remaining passengers but if they attempt to rebook online they will receive an error message to recall **Void process can only be applied to newly booked Disabled Cancel button on the My Trips page can be encountered either by you or a cx. Therefore we have added some messaging below the disabled cancel flight button to let the customer know they need to call us for further assistance. *The cx worked with the airline directly or with another agent that processed changes via the GDS *There are syncing issues with the GDS host *Before cancellation - an error processing For future reference, u can always access the voluntary air exchange on internet using the path below: The Tools> ORXe 2.0> Features and Processes> International popular destinations: Mexico Puerto Rico HongKong Canada Domestic: La, California Hollywood Las Vegas Nevada - The Strip Statue of Liberty in NY International Travel Differences bet International and domestic International - outside of the 50United States *baggage and allowance and costs *flights can be substantially longer *Time zones have larger impact (when doing recaps, make sure to mention abt the time zone on that area) *higher potential for mixed carriers *Multiple and longer connections are likely Terror Watch name list compiled of potential security threats. travel alerts long-term travel warnings - short term conditions Exchange of flight Gauge Flight

Chase Ultimate Rewards Chase reserve Objectives: Cardmember Expectations:Chase 5 keys "Our integrity and reputation depends on our ability to do the right thing, even if it's not the easy thing. 1.Always be courteous and professional 2.Build lasting relationships. 3.Exceed expectations (make sure that everything is addressed. Other issues are included) 4.Do the right thing. 5.Own cx issues from start to finish (make sure that you have addressed the concerns of the cx thoroughly with the intention of avoiding mistakes) Chase Sapphire and JP Morgan Reserve Ultimate Rewards 1.cardmembers can explore destinations, save favorites, get inspired and book travel online 2.cardmembers can choose to use points, cash or both to travel 3.experiences **these cardmembers will be eligible for the Chase Sapphire Experiences **cardmembers will have their own events in the future Redemptions not services by cxLoyalty are as follows: 1.Automatic statement credits for eligible travel charges up to $300 per yr (points are not redeemed) 2.Statement Credit - points redeemed at .01 value 3.Gift cards and Merchandise 4.Partner points transfer to other loyalty programs 5.Combine points with spouse or domestic partner Chase Sapphire Reserve - value .015 cardmembers Top 5 Domestic Destinations NY, LA, Miami Travel Redemption Options Cardmembers can turn their points into Air redemptions 1.no blackout dates 2.no of points is determined by the price of ticket 3.traveler can choose **any destination **any airline **any itinerary **any type of trip **any class Ancillary redemptions Cruise and Tour Package Redemptions Hours of operation and phone # hrs operation **24/7 **Standard Chase program hours phone # **855-23 importance of a greeting **welcoming tone Welcome and thank u for calling the Ultimate rewards travel center. authentication process(if a screen pop is received) *ask the cx name *make sure that they are the primary cardholder if a screen pop is not received *ask for the acct no., zip code and caller's name *the caller must be the Primary cardholder or an authorized redeemer

3/7/2022 *We have learned about worldspan as an alternate tool for MAUI** LHRC Luxury Hotels and Resort Collection *if we see the LHRC booking on the MAUI, we can definitely assist the cx, as they are cxLoyalty VIPs *send the cx to LHRC dept if we cannot access *when the cx calls us and they have LHRC booking.. *we only use cash in LHRC booking *We cannot use the points in booking for this 3/8/22 y - PREMIUM ECONOMY CLASS (most expensive coach class) (going to the left of y) c,j,r,d,i (to most expensive classes (going to the right of y) b, h, k (to least expensive *the number next to the letter are the number of seats available *if 0 number - no seats available Display availability A* Determine the type of equipment *use the format: HELP(space)EQP(space)Code *Ex: HELP EQP 321 **this is applicable for non-stop flight V* (V display) EQP - aircraft code Format: A(departureDate)City pairs Filter for time Format A(time) ex: to change arrival city A@A(Airport Code) ex:A@ALHR to change departure ex:A@DLAX all avail airlines non-stop flight redisplay *A or *R A/R24MAY return flight PRICING FORMAT 4P - normal pricing 4PLFB - lowest price including basic economy 4PLFBFXD - lowest price without basic economy (used most of the time) 4PLFFXD - IF YOU JUST WANT TO CHECK THE PRICE OF BOOKING SEAT FORMATS 4RA - GENERIC AISLE SEAT 4RX - TO DELETE/CANCEL A PREVIOUSLY ASSIGNED SEAT 4RA$W - WINDOW SEAT ER - SAVE SEAT IR - YOU CAN ONLY USE THIS IF U HAVE NOT USED THE ER FORMAT.THIS RETRIEVES PREVIOUSLY SELECTED SEATS PNR (PASSENGER NAME RECORD) *A AGENCY REFERENCE *DR PINT PHONE, ITINERARY, NAMES, TICKETING PULLING UP A PNR - THERE IS AN EXISTING BOOKING ALREADY 6 ALPHA NUMERIC CODE - PNR (RECORD LOCATOR) TRAVELER NAME AND PASSENGER TYPE SEGMENTS INCLUDING RETENTION LINE HK1 CODE - MEANS CONFIRMED PHONE NUMBER TICKETING LINE (LOOK FOR LETTER T -) CORP ID ADDRESS LINE FQ- 4PQC FOP- FORM OF PAYMENT G- LINE (GENERAL INFO LINE) M- MONEY FIELD

"Just to set your expectations, Fares and Availability are Not Guaranteed Unless Ticketed."

3/8/2022 Worldspan - most updated inventory; updated in real time or GDS system. If MAUI fails, ws/GDS system is a back up plan. Availability - for us to check the results page - get the available options Determine the City Code -Use the format KC/(CITY) -Example: KC/Little Rock Decode City Code -Use the format KD/(City Code) -Example: KD/LIT DETERMINE AIRLINE CODE -KAC/AIRLINE -EX: KAC/EMIRATES AVAILABILITY -Use the format: a(dEPARTURE dATE)(cITY pAIRS) Availability-dATE fORMAT: ddmm -cITY pAIRS: dEPARTURE cITY cODE+ dESTINATION cITY cODE EX: BSI$02922K/GS/PAMELA1