Booking.com Case Handling Quiz
Test your knowledge on best practices for managing traveler and partner interactions using GCT, service cases, and Pega flows in medium-difficulty scenarios.
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Quiz Questions & Answers
Review every prompt, the correct responses, and helpful context to prep for your own run-through.
Question 1: Marco follows up 2 hours after submitting a cancellation request. The booking is still active, it's non-refundable (PBB), the 48-hour partner deadline hasn't passed, and he wants an update. What should you do?
Withdraw the Cancel Booking SC and swivel to GCT just to send a more empathetic message
Open a new Cancel Booking service case and cancel the reservation yourself
Close interaction and tell Marco to contact again after 48 hours
Open Request Information SC and inform Marco that the cancellation is still pending partner approval
Question 2: A partner sends a written update that they want you to inform the traveler about. There's no technical issue, and the process is supported in Pega. What is the best way to proceed?
Open Report Service Issue SC and withdraw to GCT
Open Request Information SC → “Provide Info to Customer”
Reply without opening a service case
Open GCT and send free-text email
Question 3: A partner reports guest misconduct, such as smoking, which violates rules, and wants to charge the guest. This is supported via an offline channel. What should you do?
Ask traveler if they really smoked
Tell partner to handle directly
Open GCT and follow guideline
Open Report Guest Misconduct SC and follow flow
Question 4: A partner offers compensation, but payment is handled by Booking.com. The process isn't fully in Pega, requiring SNR involvement. What is the correct handling?
Forward email to SNR only
Use full Pega flow only
Open Request Information and close
Open SC → withdraw to GCT → follow SNR process
Question 5: When choosing between GCT and a service case, which is NOT a valid reason to use GCT?
Non-CSG topic affecting traveler
Prefer GCT layout for convenience
No Pega flow but KM guideline exists
Technical issue blocks progress
Question 6: A traveler sends an emotional message, but a Pega flow exists with no technical or process gaps. You're considering GCT just for added empathy. What is best practice?
Use Report Service Issue instead
Always use GCT when traveler is upset
Stay in SC, do not use GCT for extra empathy
Reply from personal email
Question 7: A partner requests prepayment for a non-PBB reservation. A dedicated flow exists, no technical issues, and the deadline hasn't expired. What should you do?
Use Request Information → Prepayment
Use GCT directly
Open RBD and switch to GCT
Tell partner to charge guest
Question 8: A traveler asks for a reservation summary. There's no complaint or technical issue, and the info is visible in the system. What is best handling?
Reply without SC
Use Request Information SC
Open Service Issue
Use GCT free-text
Question 9: The Cancel Booking SC isn't loading due to a persistent system error, but the traveler still needs help. What should you do?
Withdraw SC → GCT → continue handling
Ask traveler to contact again
Keep retrying
Ignore issue and open another SC
Question 10: A partner asks marketing questions that aren't reservation-specific. No SC flow exists, but KM guidelines are available. Best handling?
Use GCT and follow guideline
Random SC
Open SC then switch to GCT
Send to help center
Question 11: A traveler confirms the issue is resolved with no new request. You need to log and close properly. What should you do?
No SC needed
Repeat Cancel Booking
Open SC → withdraw to GCT (wrap-up)
Open new GCT flow
Question 12: A partner asks you to explain prepayment for a non-PBB reservation. No technical issues, and policies are available. Best handling?
Report Booking Disruption
Request Information → Prepayment
Tell partner to contact guest
Use GCT