Velocity Language Assessment

Instructions:
This is a role play exercise or a call simulation aimed to test your communication skills.

You are asked to read and study this sheet for 15 minutes. You will be acting as a Guest
Contact Centre Agent and you will be interacting with an Australian customer.

This sheet will serve as a guide for your responses to the guest’s query/queries. Be ready with
a calculator, pen and paper for computation purposes. You are encouraged to think outside of
the box to provide excellent guest experience. However, you are only allowed to use the
information below for your resolution.

Your Opening Spiel is:

“Welcome to Velocity. This is ______________. How can I help you?”

Details:

This is considered as your tool to provide information to your caller. It is imperative for the
caller to feel that you correctly understood the concern before providing the necessary details.

Outbound:

DAILY FLIGHT SCHEDULE

FLIGHT NO. CITY PAIR AIR FARE PER PAX FLIGHT TIME
VA 402 MANILA - HONGKONG $100 4:30AM - 6:30AM
VA 407 MANILA - HONGKONG No seats left 5:00AM - 7:00AM
VA 410 MANILA - HONGKONG $130 6:00AM - 8:00AM
VA 415 MANILA - HONGKONG $150 9:00AM - 11:00AM
VA 811 MANILA - BANGKOK $130 4:00AM - 6:30AM
VA 806 MANILA - BANGKOK No seats left 5:00AM - 7:30AM
VA 816 MANILA - BANGKOK $150 10:00AM - 12:30PM
VA 822 MANILA - BANGKOK $150 11:00AM - 1:30PM
VA 951 MANILA - SINGAPORE $140 6:00AM - 9:00AM
VA 942 MANILA - SINGAPORE No seats left 7:00AM - 10:00AM
VA 964 MANILA - SINGAPORE $155 7:30AM - 10:30AM
VA 918 MANILA - SINGAPORE $160 9:00AM - 12:00PM

Return:

DAILY FLIGHT SCHEDULE

FLIGHT NO. CITY PAIR AIR FARE PER PAX FLIGHT TIME
VA 561 HONGKONG - MANILA $110 7:00AM - 9:00AM
VA 566 HONGKONG - MANILA $120 8:30AM - 10:30AM
VA 534 HONGKONG - MANILA No seats left 12:00PM - 2:00PM
VA 541 HONGKONG - MANILA $160 1:00PM - 3:00PM
VA 755 BANGKOK - MANILA $130 7:00AM - 9:30AM
VA 731 BANGKOK - MANILA No seats left 8:00AM - 10:30AM
VA 763 BANGKOK - MANILA $150 1:00PM - 3:30PM
VA 712 BANGKOK - MANILA $150 2:00PM - 4:30PM
VA 102 SINGAPORE - MANILA $150 10:00AM - 1:00PM
VA 154 SINGAPORE - MANILA No seats left 11:00AM - 1:00PM
VA 149 SINGAPORE - MANILA $160 11:30AM - 2:30PM
VA 127 SINGAPORE - MANILA $170 1:00PM - 4:00PM
 FARE RULES

The fare is non-refundable but you can obtain a credit for later use if cancelled at least 24 hrs before scheduled
departure time (Fees, Charges and Credit Conditions apply)

Cancellations are permitted at least 24 hours before the scheduled departure time. Cancellation fee is $45 and this
will be deducted from the total amount of fare purchased. Remaining amount will be placed into credit which can
be used to book other flights within 12 months from the date of the original booking.

Flight Changes are permitted at least 24 hours before the scheduled departure time. Guests can only change the
date and the time of the flight. There is a $45 change fee plus fare difference if the original fare purchased is no
longer available.
Name changes are not permitted
The fare only includes carry on baggage.
If guest missed the flight and did not notify us at least 24 hours prior to the flight's scheduled departure time or if
guest cancels the flight within 24 hours prior to the flight's scheduled departure time, guest will forfeit any fare paid
and any fees paid for checked baggage

ADDITIONAL FLIGHT INFORMATION

Fares are subject to availability. There are only limited seats per fare price. Prices may increase without prior notice.

If making payment with a credit or debit card, a surcharge of $3.50 per Guest per way will be added to the total
price of the booking
Check in time is for domestic flights is 45 minutes before the flight. For international flights, guest should be at the
airport 2.5 hours prior to the flight schedule.

Guest should bring their passport, a photo ID and the flight itinerary.
Fares online are $15 less per way compared to phone rates. Guests may book flights to get this discount through
www.virginblue.com.au
www.virginaustralia.com
Fares don't include checked baggage. Guests may purchase checked baggage for up to 23 kilos for only $8 per
flight. For each 01 kg over the purchased/exempt checked baggage allowance, guest will additional pay $8. All
baggage charges will be paid at the airport during check in.

Guest may take, free of charge, baggage of 7kg on board which may consist of 1 piece not exceeding dimensions
of 23 cm in depth, 34 cm in height and 48 cm in length, (total linear dimensions equal to 105cm) and 1 suit pack or
garment bag, non rigid/unfolded not exceeding 11cm in depth x 60cm in width x 114cm in length (total linear
dimensions equal to 185 cm), or another small bag or briefcase

In addition to the carry on baggage, guests are allowed to take laptop computer, handbag, pocket notebook or
purse, an overcoat, wrap or blanket, a small camera or pair of binoculars, infant's food for consumption in flight, a
pair of crutches or prosthetic devices for the guest's use provided that guest is dependent on them for mobility, an
umbrella with or without metal point or walking stick

A maximum of 5 litres of alcohol in total is permitted in retail packaging. However, in-flight consumption of your own
alcohol is not permitted.