AA Customer Service Agent (CSA) New Hire Week 2 Practice Test

Which shortcut is used to retrieve a PNR?

Ctrl + R Shift + R Alt + P Shift + P

Correct Answer:

Ctrl + R

Explanation:

Retrieving a PNR is about quickly pulling up a passenger’s booking record in the reservation system. The shortcut to do this is Ctrl plus R, which triggers the system’s retrieve function so you can load the PNR into your workspace and view or modify it as needed. Enter the locator first if required, then press Ctrl+R to bring the record into focus. Other shortcuts map to different actions in the workflow and won’t load a PNR in this context, so Ctrl+R is the efficient, standard way to grab a PNR quickly.

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