Comprehensive test bank for AA/Envoy
Customer Service Agent (CSA) Training,
featuring accurate and up-to-date
questions with verified answers based
on airline procedures and service
protocols.
Who We Are:
American is headquartered in? - ANSWER-Fort Worth, Texas.
TRUE OR FALSE:
Regional airlines are a type of passenger airline service that provides services to
smaller communities, frequently connecting to larger cities, and is generally
intended to feed a larger airline with larger aircraft. - ANSWER-True
Name the 3 subsidiaries of the American Airlines Group. - ANSWER-Envoy Air Inc.
PSA Airlines Inc.
Piedmont Airlines Inc.
Customer Journey:
,American Airlines provides multiple ways for a customer to check-in. Please list 3
ways a customer may check-in - ANSWER-Web
Mobile Device
Curbside check-in (where available)
Self Service Machine (SSM)
An agent
AA Products and Services:
What are Main Cabin Extra Seats? ______________________________
Seats are located in front of the Main Cabin and offered on most flights, subject to
availability. Group 5 boarding so you can be among the first to board and store
your bag, an earlier exit off of the plane when you land. Free drinks on full-Service
flights. - ANSWER-more space to work or stretch out
What are Priority Privileges? - ANSWER-Speed through check-in, security and
boarding.
fastest route through congested areas in most airports.
What is the carry-on baggage allowance? - ANSWER-1 carry on
1 personal item
What is the first checked bag fee in the Main Cabin for tickets issued on/after
September 21, 2018?* - ANSWER-$30
*Within and between U.S., Puerto Rico and U.S. Virgin Islands
, List two services for Children and Animals and the associated fees. - ANSWER-
Unaccompanied Minor
Service pet
Carry on animal
Checked pet
Unaccompanied Minor Fee? - ANSWER-$150 + tax each way
Service animal providing assistance to passenger fee? - ANSWER-$0.00 base on
itenirary
Carry on pet fee? - ANSWER-$125.00 per kennel
checked pet fee? - ANSWER-$200.00 per kennel
_____________ is the searchable gateway to American Airlines Policy and
Procedures information. - ANSWER-Web Reference
_______________ is an internal website for employees of American. - ANSWER-
Web Reference
Web Reference is separated into different areas: - ANSWER-Airport Services
Reservations
Premium Customer Service Information
Customer Service Agent (CSA) Training,
featuring accurate and up-to-date
questions with verified answers based
on airline procedures and service
protocols.
Who We Are:
American is headquartered in? - ANSWER-Fort Worth, Texas.
TRUE OR FALSE:
Regional airlines are a type of passenger airline service that provides services to
smaller communities, frequently connecting to larger cities, and is generally
intended to feed a larger airline with larger aircraft. - ANSWER-True
Name the 3 subsidiaries of the American Airlines Group. - ANSWER-Envoy Air Inc.
PSA Airlines Inc.
Piedmont Airlines Inc.
Customer Journey:
,American Airlines provides multiple ways for a customer to check-in. Please list 3
ways a customer may check-in - ANSWER-Web
Mobile Device
Curbside check-in (where available)
Self Service Machine (SSM)
An agent
AA Products and Services:
What are Main Cabin Extra Seats? ______________________________
Seats are located in front of the Main Cabin and offered on most flights, subject to
availability. Group 5 boarding so you can be among the first to board and store
your bag, an earlier exit off of the plane when you land. Free drinks on full-Service
flights. - ANSWER-more space to work or stretch out
What are Priority Privileges? - ANSWER-Speed through check-in, security and
boarding.
fastest route through congested areas in most airports.
What is the carry-on baggage allowance? - ANSWER-1 carry on
1 personal item
What is the first checked bag fee in the Main Cabin for tickets issued on/after
September 21, 2018?* - ANSWER-$30
*Within and between U.S., Puerto Rico and U.S. Virgin Islands
, List two services for Children and Animals and the associated fees. - ANSWER-
Unaccompanied Minor
Service pet
Carry on animal
Checked pet
Unaccompanied Minor Fee? - ANSWER-$150 + tax each way
Service animal providing assistance to passenger fee? - ANSWER-$0.00 base on
itenirary
Carry on pet fee? - ANSWER-$125.00 per kennel
checked pet fee? - ANSWER-$200.00 per kennel
_____________ is the searchable gateway to American Airlines Policy and
Procedures information. - ANSWER-Web Reference
_______________ is an internal website for employees of American. - ANSWER-
Web Reference
Web Reference is separated into different areas: - ANSWER-Airport Services
Reservations
Premium Customer Service Information
