Notes

Hi, this is Dhananjay. Let me read through your chat with our Virtual Agent so I can get up to speed, and that way you won't have to detail it again. Please give me a moment and I'll be right with you.

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Hi, this is Dhananjay. Let me read through your chat with our Virtual Agent so I can get up to speed, and that way you won't have to detail it again. Please give me a moment and I'll be right with you.
Tier 3 18552611629
delngupta9
IATA: 25419 HT

Verification:

May I have your itinerary number?

May I have your registered email address?


Empathy: I can imagine how upsetting this must be. Let me see what I can do to help you.



We as a travel agency do not select seats on flight reservations as these are considered miscellaneous charges/ unguaranteed selections, which can be only charged/ selected from your end or by the airline. Hence, I request you to please contact the airline to add them to the booking. you can also choose the seats on the airline website.



18002546302

18665730318 Name change



Apologies for the delay, I'm reviewing your account details now to ensure I'm up to speed and can best support you. Please allow me 4-5 more minutes and I'll be right with you.



Thank you for your confirmation.



Please allow me 4-5 minutes to check the details — thank you and please keep the chat window open.

Please allow me 4-6 minutes while I call the supplier. Thank you for your patience, and please keep the chat window open. Let me know if you'd like to hear back every 5 minutes with an update or wait until I'm done speaking with [SUPPLIER NAME].

Recap:

As I have gone through your concern you want to change this Hotel / Flight booking. Am I right?

As I have gone through your concern you want to change this Hotel / Flight booking. Am I right?

For holding:

Please keep this chat window open so we can stay connected.


Process:

Great! Please give me a few minutes, while I work on this.



Calling hotel:

Let me call the hotel once.

Good news! The hotel agreed to waive the penalty fee.

I explained your situation to the hotel and unfortunately, they denied the refund. Do you want to go ahead and cancel anyway?

Non-Refundable:
As per the hotel policy, you will be charged some amount if you make changes, after (date)and (time), plus any price difference, would you like to continue?

As I see the booking is restrictive, it's inside the penalty window, so changes and cancellations are not allowed.

Non-Refundable Flights:


I have checked as per airline policy this ticket is Non-refundable.
You will get Future travel credit Instead of a refund which you can use in your Future Travel.

Acknowledgment:
Let me check what is the best option I can provide you.

Putting on hold:

Please allow me 2-3 minutes so I can check for the best resolution for you.

I am still processing the details to complete this process. This might take 2 more minutes.

Great! Please give me a few minutes to complete this for you.

 I appreciate your patience.      ,

Confirming To ensure what I have captured, do you mind if I ask you a few questions??



LCC: Unlike other airlines, [LCC NAME] handles all customer service requests directly after purchase. Please contact [AIRLINE NAME] at [CONTACT NUMBER] and provide them with confirmation [CONFIRMATION NUMBER] and they will get you taken care of. I'm sorry that I can't help you directly.


Heat check:


Are we still connected?

No response:

As I’m not getting a reply I’m going to close the chat. If you still need help, type hello below and our Virtual Agent will greet you. Then simply click “Something Else” and type “Contact Agent” so we can pick up from here.



Further Assistance:

Is there anything else I can do for you today?



Closing:

Thanks for contacting us — take care and have a wonderful day.