Eurowings Training (Fach) / Test 1 (Lektion)

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• Defective POS procedure at homebase - place defective POS devices/printers in the bags which are stored in the computer box and intended for the use in such instance  - hand the device over immediately to Retail in Motion - On the On board sales hardware quality report shall be described clearly and in detail what the defect on the POS device is (incl. device number) - Defect labels can be sticked additionally on the POS device and printers for marking the defect. The defect labels have to be placed on the back of the device not on the displays of the POS devices.  - A IQSMS safety report should be written afterwards so that such incidents can be monitored
• Defective POS procedure at external stations - Can only be removed from board with the form found in the computer box - The completed form and the battery are then handed over either to the ramp agent, the fire brigade or another authorized service provider on site
• Free catering is mandatory in the following situations - Waiting time in the aircraft is more than 1 hour - In the event of an escalation, the decision is at the discretion of the crew - vouchers issued on the ground are not valid on board  - free catering on board is completely indepedent from the voucher distribution on the ground - except water, tea and coffee can also be served, if no more water is available, drinks from the BoB assortment can be used - a delay trolley can be ordered via ACARS at the homebase if not on board  - the delay trolley contains still water, cups and snacks - free catering has to be reported via IQSMS so that Customer Relations is informed and a reporting can be created
• Special Care PRM - consult the passengers on the service they need - find out if the passenger has checked in a wheelchair - if necessary, pass current information on to the destination - inform the PRM passengers individually before landing and ask them to remin seated until they are picked up and care is transferred
• Care of UMs - an unaccompanied minor (UM) is a child who is travelling alone and is between 5 and 11 years old  - children between 5 and 11 years do not need to be handled as UMif accompanied by a sibling of 16 years and older --> the accompanying passenger must be able to assisst the UM in any case of irregularity  - UMs receive a non-alcoholic drink of their choice from the BoB assortment --> charged unter Complimentary UM in the POS - Eurowings provides UM services only on domestic as well as on routes from Germany to Zurich and Vienna and vice versa - an UM is under the airline's supervision from check-in until the UM is met by a parent or guardian - an UM holding a confirmed reservation must never be left behind or be offloaded - maximum number of UMs on flight: 4 --> can be increased to 8 in order to protect UMs of flights affected by heavy irregularities (delay, cancellation)
• Payment transactions - only debit and credit card payments or contactless payments by card or cell phone are accepted - you are under the obligation to issue receipts to all customers --> printed for each transaction and must be given to the customer  - payments are accepted for amounts of €1 - €350 per flight - payments are only accepted from cardholders - always compare the signature of the passenger with the signature on the credit card and with charges of €50 and more request to see ID/passport in order to verify that the person is the actual cardholder --> a driving license is not an official identity document - credit cards without a passenger name may not be accepted - if the passenger wants to undertake several transactions with the same credit card also request to see the ID/passport - only one credit/debit card may be accepted from each passenger - look out for conspicuos purchases and prevent purchases from one person from different crew members --> a crew member should keep track of the boutique card purchases - if you have reservations the sale should be rejected

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