1) A member is disputing a deduction of Systemwide upgrade because he did not get upgraded for a trip from DFW-LHR. You are able to find the certificate number in the member’s SW Upg tab. What do you do? a) Send a discrepancy from the ‘All Deposited Details’ view b) Send a discrepancy from the ‘Discrepancies’ view and manually type in the certificate number c) Send a discrepancy from the ‘Flight Usage Summary’ view or the ‘All Usage History’ views and fill out the comments with additional details provided by the member d) Send a 'Follow Up' so that our Solutions Desk can research the award and reinstate it. 2) An Executive Platinum member calls ACS to ask how many Systemwide upgrades she has available and when they expire. You can easily find this information where? a) Go to the ‘All Deposited Details’ tab and sort the ‘valid thru date’ column in ascending or descending order, count the number of available system wide upgrades by valid thru year b) Call a Leader c) Call the EP desk d) Look at the Upgrade Summary at the top of the ‘Flight Usage Summary’ view (this is the default view) or the ‘Deposit Summary’ view, which are already grouped be Valid Thru date and the number available for each year. 3) What can be done by an ACS rep on the ‘All Usage History’ tab? a) Send a discrepancy on a certificate in the list b) Find out when Systemwide upgrades were deposited c) Reinstate a Systemwide upgrade d) View the number of available Systemwide upgrades 4) A member calls in and is disputing the use of a Systemwide upgrade but the flight data you were given is not found in either ‘Flight Usage Summary’ view or ‘All Usage History’ view. What do you do? a) Submit a ‘Follow Up’ letting the team know there is an issue with Ventana not showing Systemwide Upgrades b) Send a discrepancy from the ‘All Usage History’ view and select any random certificate c) Send a discrepancy from the ‘Discrepancies’ view; leave the certificate number blank and fill out the flight information provided by the member d) Apologize to the member that they will need to call back because Discrepancies can’t be sent if the certificate number can’t be found, it just needs a little more time to show in Ventana 5) A member calls and wants a Systemwide upgrade reinstated because he was only upgraded on the domestic portion of the International trip. The PNR is no longer active in Sabre and you have verified they were not upgraded on the International portion. What do you do? a) Apologize to the member and let them know that since he was upgraded for part of the trip it is used. b) Refer to AF and decide if an exception should be made to reinstate the upgrade. c) Transfer the member to the Executive Platinum desk to have them reinstate the upgrade. d) Call a Leader to get advice if the exception should be made.

EVIPS Quiz

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