Notes

Hi, this is Rohit. I will just take a minute to read through the conversation and get caught up, then I'll be able to help you shortly. Thank you!

Verification:

May I have your itinerary number?

May I have your registered email address?

Okay as I can check you have made a reservation departing on 24JUL from Miami to San Francisco and returning back on 23 JUL from San Francisco to Miami are you talking about the same

Okay as I can see that you have made a package reservation flights departing on 23JUL from Panama to Las vegas and returning back on 26 JUL from Las vegas to Panama along with this there a hotel reservation for 3 nights with The STRAT Hotel, Casino & Tower and a car rental reservation for 2 days pick up date is 24 JUL and drop off date is 26 JUL

the ticket that you have purchased that is completely non-refundable however in a good will gesture the airline is giving you the credits but there are some terms and conditions to redeem your credits that it should be with the same airline and it has to be used for the same passenger credits can't be transferred to anyone else and you need to book and complete your travel before 11MAR24



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.







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 cancel this Flight booking. Am I right?

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

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

As I have gone through your concern you want to cancel this Hotel 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.