Notes

2ccd0dea-65e8-49b1-8c20-19fff3e0881f
72548654170683
Themreishang Kashung
Remarks:-
-CCI FOR NAME CORRECTION.
-AGENT GAVE A RECAP OF THE ITINERARY AND ASKED CX WHICH PAX REQUIRES NAME CORRECTION AND ASKED THE CORRECTION.
-AGENT FIRSTLY INFORMED THAT TRAVEL IS FAR SO THE CX CAN FILL NAME CORRECTION FORM AND FOR WHICH AGENT SENT THE LINK ON CX EMAIL ADDRESS.
-CX OPENED THE LINK AND WAS NOT ABLE TO FILL THE FORM AS BOOKING MADE WITHIN LAST 24 HOURS, HOWEVER, AGENT INFORMED CX TO SELECT 'NO' OPTION WHEN ASKED WHETHER BOOKING MADE WITHIN 24 HOURS, CX DID SO THEN CX ASKED REGARDING DOCUMENTS REQUIRED WHICH AGENT ANSWERED.
-LASTLY AGENT ALSO PROVIDED CX THE OPTION FOR CANCEL AND REBOOK, ALSO AGENT INFORMED THAT PRICES ARE DYNAMIC IN NATURE, CX DENIED.
-CX SUBMITTED THE NAME CORRECTION FORM, AGENT INFORMED CX THAT OUR TEAM WILL GET BACK TO HER WITHIN 72 HOURS.
AOI:-
-AGENT SHOULD HAVE OFFERED THE OPTION OF CANCEL AND REBOOK FIRSTLY AS RESERVATION MADE WITHIN LAST 24 HOURS.
-AGENT SHOULD BE MORE CONFIDENT.
-AGENT SHOULD GUIDE CX TO ENTER CORRECT DETAILS IN THE NAME CORRECTION FORM FOR CORRECT RESOLUTION.
-AGENT COULD HAVE CHECKED NAME CORRECTION POLICY ON HT TO PROVIDE ACCURATE INFORMATION.


4da6a383-15d3-473a-8b85-ac04b9826b99
72549381060291
Themreishang Kashung
Remarks:-
-CCI FOR INFORMATION REGARDING PASSPORT, AS WHILE BOOKING FLIGHTS SHE DID NOT GOT THE OPTION TO ENTER PASSPORT INFO.
-AGENT CONFIRMED THE ITINERARY NO., AGENT ASKED CX REGARDING HER LOCATION AND LOCAL TIME AND INFORMED CX THAT RESERVATION IS UNDER FREE CANCELLATION WINDOW, WE CAN CANCEL AND PAYMENT WILL BE DROPPED OFF.
-CX SAID THAT SHE DOES NOT WANT TO CANCEL THE RESERVATION OR CHANGE SHE JUST NEEDS TO CONFIRM THE RESERVATION.
-AGENT INFORMED CX THAT RESERVATION IS CONFIRMED AND PASSPORT INFORMATION IN NOT REQUIRED FOR DOMESTIC TRAVEL WITHIN US BUT PAX SHOULD KEEP IT WITH THEM DURING TRAVEL FOR SAFETY.
AOI:-
-UNNECESSARY LOCATION AND LOCAL TIME PROBING SHOULD BE AVOIDED.
-ACTIVE LISTENING SHOULD BE THERE, AGENT NOT ABLE TO UNDERSTAND CX CONCERN, INSTEAD UNNECESSARILY OFFERED CANCEL AND REBOOK.
-AGENT SHOULD BE MORE CONFIDENT.
-AGENT SHOULD AVOID UNNECESARY MUTE AND DEAD AIR.



9dacab9c-b155-4d9d-a9e9-ac5544585bff
72499253199439
Themreishang Kashung
Remarks:-
-CCI TO REDEEM FTC AS WAS NOT ABLE TO DO ONLINE.
-AGENT CONFIRMED THE ITINERARY NO., AND ASKED CX TO CONFIRM THE AL AS THERE ARE 2 PNR IN THE ITINERARY.
-AGENT ASKED CX THAT VIA WHICH SOURCE SHE GOT THE FLIGHTS CANCELLED, CX INFORMED SHE CAN SEE FTC ON EXPEDIA WEBSITE AND NEED TO CONFIRM REGARDING THAT.
-AGENT CHECKED AND INFORMED THAT SHE HAS FTC WITH DELTA AL AND ASKED CX FLIGHTS SHE IS LOOKING TO BOOK USING FTC, INFORMED CX FARE DIFFERENCE, CX SHE WILL CALL BACK LATER TO USE FTC, AGENT INFORMED THE VALIDITY AND CLOSED THE CALL.
AOI:-
-AGENT SHOULD PROB CORRECTLY, AS FLIGHTS NOT SHOWING CANCELLED ON VOYAGER ALSO SHOWING HX IN AMADEUS, AGENT SHOULD HAVE CONFIRMED FROM THE CX FROM WHICH SOURCE EXACTLY THEY GOT THE FLIGHTS CANCELLED.
-AGENT SHOULD BE MORE CONFIDENT WHILE EXPLAINING THE POLICY FOR FTC.
-LONG DEAD AIR SHOULD BE AVOIDED.



ee55cc75-57eb-479b-9151-0316e25d5699
72508933322297
Sheena
Remarks:-
-CCI TO CHANGE HIS FLIGHTS.
-AGENT CHECKED AL POLICY AND INFORMED CX THAT CHANGES ARE NOT PERMITTED AS IT IS BASIC ECONOMY RESERVATION.
-CX THEN ASKED REGARDING TRAVEL PROTECTION, AGENT INFORMED IT CAN BE USED IN CASE OF EMERGENCY ISSUES AND ALSO INFORMED CX NEEDS TO GET IN TOUCH WITH INSURANCE PARTNER FOR FURTHER INFO.; AGENT PROVIDED INSURANCE CONTACT INFO. TO CX.
AOI:-
-AGENT SHOULD BE MORE CONFIDENT WHILE EXPLAINING THE AL POLICY.
-AGENT SHOULD BE EMPATHETIC AND APOLOGETIC.


a7122277-af5a-4976-84db-3dfc8deb1c60
72526951758477
Sheena
Remarks:-
-CCI TO CHANGE HER FLIGHTS.
-AGENT CHECKED AL POLICY AND INFORMED CX AL WILL CHARGE CHANGE FEE OF 199 USD AND FARE DIFF., IF ANY, CX OK, AGENT CHECKED FLIGHT AVAILABILITY, INFORMED CX THE AVAILABLITY, HOWEVER NO FARES AVAILABLE FOR THE FLIGHT.
AOI:-
-AGENT SHOULD AVOID LONG DEAD AIR.
-AGENT COULD HAVE CHECKED OTHER FLIGHT OR FARE OPTIONS.
-AGENT SHOULD BE APOLOGETIC.


3ebfac34-2f1e-4da9-8150-ba052f3e8bd1
72546372844665
Sheena
Remarks:-
-CCI TO CANCEL THE RESERVATION AS CX NOT OKAY WITH THE BILLING AS CX SAID SHE WAS GETTING PRICE OF AROUND 6000 USD BUT CX GOT CHARGED MORE THAT 7000 USD.
-AGENT CHECKED THE CANCELLATION POLICY FOR AL AND HOTEL, INFORMED CX THAT HOTEL AND PACKAGE PROTECTION PLAN ARE FULLY REFUNDABLE BUT AL TKT IS NON-REFUNDABLE.
-CX DISPUTING REGARDING AL POLICY AND WHY SHE WAS CHARGED MORE, AGENT EXPLAINED PRICES ARE DYNAMIC IN NATURE AND CAN INCREASE ANYTIME.
-CX WANTS TO TALK TO AL, AGENT OFFERED CALLBACK BUT CX SHE WILL CALLBACK HERSELF LATER.
AOI:-
-AGENT SHOULD BE MORE CONFIDENT WHILE EXPLAINING THE AL POLICY.
-AGENT SHOULD BE APOLOGETIC AND EMPATHETIC.
-LONG DEAD AIR SHOULD BE AVOIDED.
-AGENT COULD HAVE INFORMED CX THAT AL WILL REDIRECT CX BACK TO EXPEDIA IF CX CONTACTS AL FOR CANCELLATION.



fba62ace-81c7-4dac-827d-bb139a07d149
72546019947245
Pooja
Remarks:-
-CCI TO CANCEL DUE TO MEDICAL REASON AND LOOKING FOR REFUND OR FTC, ALSO SHE BOUGHT INSURANCE.
-AGENT INFORMED CX THAT WE NEED TO CHECK AL POLICY, AGENT CHECKED AND INFORMED CX THAT TKT IS NON-REFUNDABLE AND CHANGES NOT PERMITTED; AND FOR INSURANCE CX NEEDS TO GET IN TOUCH WITH INSURANCE PARTNER.
-CX NOT OKAY, AGENT INFORMED CX THAT WE WILL SEND EMAIL TO AL TO REQUEST AN EXCEPTION AND INFORMED SHE CAN CHECK WITH US WITHIN 3-4 BUSINESS DAYS.
-CALL DISC. IN BETWEEN, NO CALLBACK OR EMAIL FOUND TO AL OR CX.
AOI:-
-AGENT SHOULD BE EMPATHETIC AND APOLOGETIC.
-AGENT SHOULD SIMPLY INFORMED AL POLICY TO CX RATHER THAN INFORM CX THAT WE CAN SEND EMAIL TO AL.
-AGENT SHOULD AVOID LONG DEAD AIR.
-AGENT SHOULD ASK CX FOR THE BEST CALLBACK NO. IN CASE OF CALL DISC.
-AGENT SHOULD CALL CX BACK IN CASE OF DISC., IF NOT ABLE TO CONNECT SHOULD HAVE SENT AN EMAIL.