1) Mr. John would like to upgrade his LAX-FRA flight; however, it is no longer possible due to the sales deadline/period, what would you offer him instead? a) Fare Upgrade b) Bid Upgrade c) Airport Upgrade d) None of the above 2) Should you still provide the OAL booking code if the passenger has already flown the OAL segment and the remaining flights will already be via LH? a) Yes, as part of completeness, OAL booking code should always be given b) No, since the ticket is partially flown and the passenger already used the OAL segment. c) LH booking code + OAL booking (if applicable) d) None of the above 3) Mr. Jack wants to rebook his VCE-FRA flight voluntarily to LH123 on 23Feb25. However, the flight is already fully booked. What would you offer as possible valid option/s or solution/s? a) Offer other dates b) Offer other flights c) Rebook at the airport d) Offer other terminal 4) Mrs. Johnson wants to purchase a ticket from LHR-FRA on 23-27 May with specific flights. However, she does not agree with the quoted amount. What valid solution/s or alternative/s would you offer? a) Check for alternative dates b) Check for alternative flights c) Offer reservation d) Check for other options 5) What should you advise when you refer the passenger at the airport? a) Check-in timeframe of normally 1-3 hours before departure. b) Check-in timeframe of normally 1-3 hours before departure + check-in deadline. c) Check-in timeframe of normally 2-3 hours before departure. d) Check-in timeframe of normally 2-3 hours before departure + check-in deadline. 6) Passenger called in to book his 16kgs blind Golden Retriever in cabin. He mentioned that he didn't want his dog to be on the compartment of the airplane. What are the options available? a) Advise to book AVIH  b) Advise to contact LH Cargo c) Reject/Decline the passenger's request d) Process the passenger's request 7) Any inquiries from a travel agent cannot be handled via the GenRes service line, unless it is within a) 1 day before departure b) 2 days before departure c) 3 days before departure d) 4 days before departure 8) Mr. Hideo called in to split his ex-girlfriend's ticket out of the PNR; however, they purchased it via Travel Agency. What options would you tell him? a) Just split the PNR without hesitation b) Refer the passenger to Online Support c) Advise the passenger to contact their travel agency. d) In extremely urgent cases, only if no other alternative is available, split may be carried out. 9) Ms. Amanda bought a ticket under United Airlines. She called Lufthansa and advised she would like to request a seat for her outbound flight (codeshare flight operated by OS and marketed by UA). What solution are you going to provide? a) Process passenger's request and book ASR b) Advise the passenger to contact OS to book ASR c) Advise the passenger to contact UA to book ASR d) None of the above 10) A seat change is possible for all checked-in passengers, even if passport data have been entered. Only for FOC seats. a) True b) False

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