UGANDA AIRLINES TICKETING AND RESERVATION AGENT APTITUDE INTERVIEW ROUND 2
21/09/2026. 3PM
Time: 45 Minutes
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1.An airline has 320 passengers booked. Before departure, 12% cancel and 7% of the original booking figure are added. What is the resulting number of bookings?
(2 Points)
300
304
306
308
312
2.Which action presents the greatest ticketing risk?
(2 Points)
Issuing a ticket before verifying passenger details can create document, travel, and correction problems.
Confirming the itinerary before ticket issuance
Issuing a ticket before verifying passenger details
Providing the passenger with the booking reference
Checking availability before creating the booking
Explaining fare conditions before payment
3.Five ticketing agents each process 8 transactions per hour. During a peak period, productivity falls by 15%. What is the team’s expected hourly output?
(2 Points)
32 transactions
34 transactions
35 transactions
36 transactions
38 transactions
4.An airline sells 240 tickets. Economy Standard represents 50%, Economy Flex 30%, and Business Class the remainder. How many Business Class tickets are sold?
(2 Points)
36
42
48
54
60
5.A passenger becomes upset because the fare originally quoted earlier in the day is no longer available. What should the agent do?
(2 Points)
Air fares and inventory can change, so the agent should explain the situation clearly and offer current alternatives.
Cancel the enquiry and ask the passenger to return later
Offer the previous fare as a customer-service exception
Explain the change and present currently available options
Advise the passenger that fares cannot be discussed further
Adjust the current fare to match the earlier quotation
6.A passenger purchases a ticket for USD 1,500. The fare is refundable subject to a 12% cancellation penalty and a USD 30 non-refundable charge. What is the refund amount?
(2 Points)
USD 1,260
USD 1,280
USD 1,290
USD 1,300
USD 1,320
7.An agent is handling four customers. Which case requires the most immediate operational attention?
(2 Points)
A passenger requesting an itinerary copy
A passenger requesting a future-date quotation
A passenger requesting a standard seat assignment
A passenger reporting a same-day flight disruption
A passenger asking about a future baggage allowance
8.An airline has 400 bookings. Before departure, 15% are cancelled. Of the remaining bookings, 10% are transferred to another flight. How many remain on the original flight?
(2 Points)
300
306
310
320
340
9.Before issuing a ticket, which combination should the agent verify most carefully?
(2 Points)
Ticket issuance requires confirmation that the passenger, itinerary, and fare conditions are correct.
Passenger preference, meal request and loyalty membership
Aircraft type, terminal information and boarding sequence
Destination weather, baggage colour and airport facilities
Previous travel history, payment method and seat preference
Passenger details, itinerary and applicable fare conditions
10.A ticketing team processes 420 transactions over six working days. Twenty percent require supervisor intervention. Assuming an even workload, how many transactions per day require intervention?
(2 Points)
12
13
14
15
16
11.An agent processes 40 transactions at an average of 5 minutes each. A system improvement reduces the average handling time by 20%. How many minutes are saved?
(2 Points)
30 minutes
35 minutes
40 minutes
45 minutes
50 minutes
12.A flight has 280 seats. There are 252 confirmed passengers at departure, but 14 passengers do not show. What percentage of seats are actually occupied?
(2 Points)
82.5%
84.0%
85.0%
85.7%
88.0%
13.A passenger’s name on the reservation differs from the travel document. What should the agent do?
(2 Points)
The discrepancy must be verified and corrected according to the applicable reservation and ticketing procedure.
Ask the passenger to travel using the existing information
Verify the discrepancy and follow the applicable correction procedure
Change the name immediately without checking the ticket conditions
Ignore the difference if the passenger recognises the booking
Cancel the reservation and create another booking immediately
14.A reservation team processes 180 transactions. New tickets account for 45%, rebookings 25%, refunds 15%, and other services 15%. How many transactions are new tickets?
(2 Points)
72
76
80
81
84
15.A passenger requests a change to a confirmed itinerary. The new flight has availability, but the fare rules require a change fee and any applicable fare difference. What should the agent do?
(2 Points)
The agent must communicate all applicable charges and receive passenger approval before processing the change.
Cancel the existing booking before discussing the charges
Confirm the new flight and explain the charges afterward
Rebook the passenger and collect payment after travel
Explain the charges and obtain approval before processing
Issue a new ticket before reviewing the original conditions
16.What is the primary function of a Global Distribution System (GDS)?
(2 Points)
A GDS connects travel sellers with airline and other travel inventory and reservation services.
To provide access to travel inventory and reservation services
To perform airport security screening procedures
To determine immigration eligibility for passengers
To perform aircraft maintenance monitoring
To replace airline revenue accounting systems
17.A passenger’s original fare is USD 650. The new fare is USD 790 and the change fee is USD 100. What additional amount is payable?
(2 Points)
USD 140
USD 190
USD 200
USD 220
USD 240
18.A fare is USD 480. Taxes are USD 75 and a service fee is USD 25. What is the total amount payable?
(2 Points)
USD 555
USD 565
USD 570
USD 575
USD 580
19.A passenger’s first flight arrives at 11:10 and the connecting flight departs at 11:45. The applicable minimum connection time is 50 minutes. What is the correct assessment?
(2 Points)
The connection is valid because 35 minutes is available
The connection is valid because both flights are international
The connection is invalid because the minimum time is not met
The connection is valid if the passenger has hand baggage only
The connection is valid if the passenger reaches the gate early
20.A passenger requests a refund for a voluntarily cancelled ticket. The fare is refundable but carries a cancellation penalty. What should the agent do?
(2 Points)
A refundable fare does not necessarily produce a full refund; the permitted penalty must be deducted.
Convert the entire ticket value into a travel voucher
Calculate the refund using the applicable fare conditions
Refuse the refund because cancellation was voluntary
Refund the entire amount after cancelling the booking
Transfer the ticket value to another passenger
21.A passenger asks the agent to hold a reservation for several days without payment. What should determine whether this can be done?
(2 Points)
A hold is governed by booking and ticketing deadlines, not by the passenger’s history or relationship with the airline.
The passenger’s previous booking history
The applicable booking and ticketing time limits
The passenger’s preferred payment method
The passenger’s frequency of travel with the airline
The passenger’s relationship with the airline
22.An itinerary has three fare components of USD 220, USD 185 and USD 295. Taxes total USD 110. What is the total ticket value before service charges?
(2 Points)
USD 790
USD 800
USD 810
USD 820
USD 830
23.An airline receives 800 booking enquiries. Thirty-five percent become confirmed bookings. Of the confirmed bookings, 10% are subsequently cancelled. How many confirmed bookings remain?
(2 Points)
240
248
252
260
272
24.An agent completes 18 transactions in 90 minutes. At the same rate, how many transactions can the agent complete in seven hours?
(2 Points)
72
78
84
90
96
25.A passenger’s original fare is USD 720. The new itinerary costs USD 890 and a change fee of USD 90 applies. The passenger has an eligible credit of USD 40. What additional amount is payable?
(2 Points)
USD 120
USD 130
USD 140
USD 150
USD 220
26.An agent’s average handling time is 4 minutes. During a peak period, the agent receives 72 enquiries in one hour. How many minutes of work are generated by the enquiries?
(2 Points)
240 minutes
264 minutes
276 minutes
288 minutes
300 minutes
27.A fare currently costs USD 850. The fare increases by 14%. What is the new fare?
(2 Points)
USD 950
USD 960
USD 969
USD 975
USD 985
28.Agent A processes 250 transactions and makes 5 errors. Agent B processes 500 transactions and makes 8 errors. Which statement is correct?
(2 Points)
Agent A has the lower error rate
Agent B has the lower error rate
Both agents have an equal error rate
Agent A has half the error rate of Agent B
Agent B has twice the error rate of Agent A
29.A passenger requests the cheapest available fare but states that the travel date may change. What should the agent establish before recommending a fare?
(2 Points)
The cheapest fare may be unsuitable if it has restrictive change conditions, so flexibility and fare rules must be established first.
The passenger’s preferred aircraft and meal option
The passenger’s flexibility and applicable fare conditions
The passenger’s loyalty status and previous destinations
The passenger’s previous ticket price and payment method
The passenger’s baggage preference and seating location
30.An aircraft has 250 seats. There are initially 180 bookings. Twenty-five additional bookings are made, followed by 18 cancellations. How many bookings remain?
(2 Points)
177
180
185
187
190
31.A flight has 220 bookings. Fifteen passengers cancel and 25 new passengers are added. How many passengers are booked after these changes?
(2 Points)
220
225
230
235
240
32.A customer has a ticket valued at USD 900. A change requires a USD 150 fee and a USD 75 fare difference. What additional amount is payable?
(2 Points)
USD 175
USD 200
USD 215
USD 225
USD 250
33.What is the main purpose of an electronic ticket?
(2 Points)
An electronic ticket documents the passenger’s entitlement to the air transportation purchased.
To guarantee admission into the destination country
To document the passenger’s entitlement to air transportation
To record the passenger’s immigration history electronically
To replace all security and document verification procedures
To confirm the passenger’s hotel and ground transportation
34.What should an agent examine before voluntarily changing a restricted fare?
(2 Points)
The agent must review the fare rules, penalties, and any fare difference before changing a restricted ticket.
The aircraft type and passenger’s preferred seat
The passenger’s previous travel history and meal request
The passenger’s loyalty status and destination weather
The original payment method and airport terminal
The fare rules, penalties and applicable fare difference
35.A ticketing team handles 120 customer requests. Thirty-six concern rebookings, 24 concern refunds and 18 concern new bookings. What percentage of requests concern either rebookings or refunds?
(2 Points)
45%
48%
50%
52%
55%
36.A ticketing department processes 750 transactions in Month 1 with an error rate of 4%. In Month 2, transaction volume increases by 20%, while the error rate falls to 2.5%. Approximately how many fewer errors occur in Month 2?
(2 Points)
0
3
5
8
10
37.A flight has 240 seats and 204 passengers are booked. What is the booking percentage?
(2 Points)
80%
82%
84%
85%
88%
38.Which statement best describes the relationship between a reservation and a ticket?
(2 Points)
A confirmed reservation holds space, but it does not necessarily show that payment and ticket issuance have been completed.
A reservation guarantees boarding regardless of ticketing status
A reservation automatically becomes a ticket after confirmation
A confirmed reservation does not necessarily mean the ticket is issued
A ticket can always exist without any associated reservation
A ticket automatically confirms all destination entry requirements
39.A passenger has a connection time of 85 minutes. The first flight is delayed by 35 minutes. The applicable minimum connection time is 45 minutes. How much time remains above the minimum requirement?
(2 Points)
0 minutes
5 minutes
10 minutes
15 minutes
20 minutes
40.Two passengers travel on the same flight but pay different fares in the same cabin. What is the most likely explanation?
(2 Points)
Different booking classes or fare conditions can produce different prices within the same cabin.
The passengers purchased different baggage colours
The passengers received different aircraft assignments
The passengers were processed by different ticketing agents
The fares have different booking classes or conditions
The passengers selected different immigration channels
41.A ticket costs USD 1,200. The applicable cancellation penalty is USD 180 and a non-refundable fee is USD 40. What amount remains refundable?
(2 Points)
USD 940
USD 960
USD 980
USD 1,000
USD 1,020
42.What is an EMD primarily used for in airline distribution systems?
(2 Points)
An EMD records payment or entitlement for ancillary and miscellaneous airline services.
Recording aircraft maintenance and engineering information
Recording selected ancillary or miscellaneous services
Recording the passenger’s passport and visa information
Recording the aircraft’s operational departure information
Recording the passenger’s complete travel history
43.In airline reservation systems, a booking class generally represents what?
(2 Points)
A booking class is an inventory category associated with particular fare conditions and availability.
The cabin configuration used for a particular aircraft
The passenger’s physical seat location on the aircraft
An inventory category linked to specific fare conditions
The passenger’s membership level within the airline programme
The airport terminal assigned to the passenger
44.An agent processes 15 reservations in 75 minutes. At the same average rate, how many reservations can be processed in five hours?
(2 Points)
50
55
60
65
70
45.TELEPHONE CONTACT
46.A ticketing office handles 480 transactions in a month. Thirty-five percent are new ticket sales. How many new ticket transactions are recorded?
(2 Points)
156
162
168
172
180
47.What is the primary purpose of a Passenger Name Record (PNR)?
(2 Points)
A PNR stores reservation-related information such as passenger identity, itinerary, and booking details.
To replace the passenger’s electronic ticket completely
To calculate aircraft fuel and passenger weight requirements
To calculate the airline’s revenue from a particular flight
To record passenger reservation and itinerary information
To determine the passenger’s immigration clearance status
48.What is the primary purpose of a fare rule?
(2 Points)
Fare rules define the conditions attached to a fare, including changes, refunds, advance purchase, and validity.
To determine the destination country’s immigration policy
To determine the aircraft assigned to the passenger
To determine the passenger’s baggage colour and tag number
To determine the passenger’s boarding sequence
To define conditions attached to the applicable fare
49.NAME
50.EMAIL ADRESS
51.A passenger wants an itinerary involving several flights with a short connection. What should the agent verify before confirming the itinerary?
(2 Points)
Each connection must satisfy the applicable minimum connection time while the required flights remain available.
Seat availability and passenger meal preferences
Flight availability and minimum connection requirements
Baggage colour and previous ticketing arrangements
Airport facilities and preferred boarding sequence
Passenger history and previous connection times
52.A passenger provides a booking reference, but the reservation cannot immediately be located in the system. What should the agent check first?
(2 Points)
The first check should use the passenger’s booking details and identification information to locate or validate the record.
The passenger’s destination and previous airport records
The passenger’s previous travel history
The passenger’s booking details and identification information
The passenger’s preferred seat and meal information
The passenger’s previous payment method and ticket value
53.A passenger has a confirmed booking but has not completed payment within the applicable ticketing time limit. What may happen?
(2 Points)
If the ticketing deadline expires without payment, the reservation may be cancelled and the inventory released.
The booking may be automatically cancelled or released
The passenger is automatically checked in for travel
The airline must hold the seat until departure
The booking automatically becomes a fully refundable ticket
The booking is transferred to another available flight
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