Which step specifically requires supervisor approval when issuing a replacement ticket or refund?

• A. Documenting the incident.
• B. Verifying passenger details.
• C. Confirming date of purchase.
• D. Approval from the supervisor.

Answer: (D)

The question tests when supervisor-level authorization is needed in the process of issuing a replacement ticket or refund. Routine tasks like documenting the incident, verifying passenger details, or confirming the date of purchase are necessary for accuracy and records, but they don’t by themselves authorize the refund or ticket change. The step that specifically requires supervisor approval is obtaining authorization from a supervisor before proceeding with the replacement or refund. This ensures the action complies with policy, handles exceptions correctly, and provides the necessary controls for discretionary credits. The other steps are preparatory or verification tasks that frontline staff can perform, while the authorization step is the formal gatekeeping that confirms the transaction can go forward.