Notes

OPENING

Hi, this is Akanksha. 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!

How may I help you today?

May I know your itinerary number so that I can help you?

Could you share your email address and phone number so I can verify your account?

You're most welcome!

I hope I was able to solve your query today and we appreciate your business with Expedia — take care and have a wonderful day.

I hope I was able to help you today and we appreciate you choosing us for your travel journey — take care and have a wonderful day.

RECAP

I see you need assistance regarding the changes to the booking, am I correct?

I see you need assistance regarding the cancellation of the booking, am I correct?

I do see you are looking to use airline credits, am I correct?

Is this the booking for which you get the credit-

Please allow me 2-3 minutes to check the details — thank you and please keep the chat window open.

Please stay connected while I make the best attempt to find the available options for you.

Can I help you with anything else?

May I know the reason for your change request?

May I know the reason for your cancellation request?

This change will result in a Charge of 530.45USD

CONNECTED

Please stay connected.

Are we still connected?

Hello, I'm just checking the connection. Are you still with me?

Thanks for staying connected, just a few more minutes while I check on this. Thanks for your patience.

Thanks — I'm still here! I'm checking on this and will be a few more minutes, thanks for your patience.

Can I help you with anything else?

Please keep this chat window open so we can stay connected — thanks!

CLOSING

As per our verbal conversation, I am closing this chat window.

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

It was my pleasure, thanks for getting in touch with us. Have a good day and take care!

I'm sorry since I'm not receiving any response, I will end this chat. If you need support, please feel free to chat with us again — take care.

Sure, hang on while I take care of that for you.

Got it! I won't cancel your booking.

There is a paperclip/plus tab in the chat window you can attach the screenshot from there.

AIRLINE CREDIT

Unfortunately, your tickets are nonrefundable. However, Delta can offer you a future travel credit of 280 USD with no rebooking fee.

Your new flight would need to be with Delta, with the same passenger(s) and country of origin. If you choose to cancel and receive this credit, you will need to use it and complete the travel by 17 May 2024. Would you like to go ahead and cancel?

VOID

As per checking the booking is under the 24 horus free cancellation window. So if we cancel the booking then the amount will fall back within 7-10 business days.

BASIC ECONOMY

It looks like you booked one of the low-priced fares. Those fares are priced very competitively but also have more restrictions, such as not allowing changes or cancellations.

SR

I tried to contact the vendor. However, they are not operating as their opening time is 7 Am Central time. So I am raising a follow-up request regarding your concern. We will check with the vendor regarding the charges and get back to you via email within 5 Business days.

I request you to wait for 5 days for the request to be closed. As if we initiate another request again, the initial request raised by me will be nullified and this whole process will start all over again impacting the delay in resolution.

CANCEL

I just contacted the vendor, and they cancel the booking with a full refund, and it will take 3-10 Business days to reflect in your account.

I tried to call the vendor however they are out of service hours. So I have raised the follow-up request from my end and we will try to connect them and get back to you via email within 3 business days.

I just contacted the vendor and they asked to send an email.
So I send the email with the updated dates and times.
Once we get the update we will get back to you.
It might take 3 business days to get the revert. So I request you to

TRIP PREFERENCE

May I have your trip preferences?
• New departure and destination city
• New dates & time
• New flight numbers (If available)

PACKAGE BOOKING

As per checking, this is a package booking and in package booking, changes are not possible.

So the best option is to cancel the hotel booking with a full refund and make a new booking for the hotel.

So, would you like to proceed?

Also, this is a package booking and we are unable to make the changes in the hotel so the only option is to cancel if we cancel it then also you will not get the refund.

PAYMENT

Please provide the best contact number where we can reach you to collect your credit card information and complete your change.

Thank you for sharing the number, I will be calling you in a minute.

In case you have activated do not disturb or any call blockers. Please deactivate it for this conversation and keep the phone number available so that when we can try to contact you in case, we lose the chat.

Your reservation can be changed for an additional cost of [AMOUNT]. Let me know if you approve this cost, and I will get it processed. If approved, you'll receive an email confirmation in a few minutes as well.

I am so sorry we are equipped with chat tools. We dint have the option to call do not worry I will help you over the chat.

AIRLINE CONTROL

While processing the change, the ticket appeared to be under the airline's control, so I couldn't finalize it. Let me contact the airline to try and finish the process, this may take about 5-7 business days. Thanks for your patience!

LCC

We have checked and can see that flights are booked with Spirit Airlines which is a Low-cost carrier/budget airline.

While we are able and happy to assist with any general questions and guidance for how to manage your flight reservation, low-cost carriers like Spirit Airlines are not synched up with our system like other traditional airlines.

Therefore, we at Expedia do not have the technical capability to assist with any sort of modification for this type of reservation.

Therefore, we request you to get in touch with Spirit Airlines directly at 1-855-728-3555 with booking confirmation ZBI2SE and they will assist you accordingly.

Let me put you in touch with Frontier. Unlike other airlines, Frontier handles all customer service requests directly after purchase. Please contact Frontier at https://www.flyfrontier.com/customer-support/ and provide them with confirmation J1W94U5H2 and they will get you taken care of. I'm sorry that I can't help you directly.

Activity

Activity reservations can't be modified, so I will cancel this reservation and get you rebooked. Let me check availability.

DIFFERENT PRICE

The price you're looking at on the website might be in a different class of service — the option I'm giving you is based on the fare you were originally ticketed in, [FARE CLASS OF SERVICE].

I understand what you're saying. This happens because the airline's terms and conditions of your flight credit say the new flights must have the same fare rules as the original flight that was canceled.

Moreover, the flights you are getting online are available for new bookings. Since we are making changes on existing bookings that's why we are limited with the options.

REWARDS

As I have checked, the rewards can only be used on a flight booking if the value of the rewards is higher or equal to the value of the flight.

Moreover, the rewards cannot be applied to an active booking. It needs to be applied only on check out page while booking whether it is a car or a hotel booking

CAR

Once booked, car reservations can't be changed. I will call the car rental company to see if it's possible to change the drop-off time. There might be a fee. I'll find out the details and come back in a few minutes with options. Please keep the chat window open. Thanks for your patience!

Unfortunately, car reservations can't be modified. What we can do is cancel it and make a new reservation

PRE AUTH

As I have checked, this amount was a pre-authorization hold which as been released from our end at the time of cancellation only as at that moment we just hold that amount and did not charge it which has been dropped off now.

BAGGAGE

I am afraid we as a travel agency do not sell baggage and seats on the flight reservation as these are considered miscellaneous charges, which can only be charged by the airlines.

Therefore, I request you to please contact the airlines to add them to the reservation. You can also choose the seats and add baggage on the airline's websites or directly at the airport.

You can select the seats from https://www.united.com/en/us
My Trips
Confirmation Number* LFQMFW
Last name* GOODLETT
Search Reservation
Then you will be able to see the booking and there only you can see the option to select seats.


PROFANITY

I apologize for the inconvenience but would request you to kindly be professional as this is a professional chat environment, don't use profanity otherwise I need to disconnect the chat.

MINOR

To book a ticket for a minor it is best suggested to contact the specific airlines as only they have the authorization to book a ticket for them. We as a travel agency are unfortunately not permitted to book a ticket for minors.

LOST CHAT

I'm sorry you lost connection with the previous agent. There may be a network issue on our end. Give me a few moments to read through your chat, and I'll be able to help you shortly.

CLAIM FROM INSURANCE

Since you purchased insurance what I can do is cancel it, and you can fill out the refund form through https://claims.travelguard.com/myclaim/us with your policy number as 1235568629. (refund is subject to approval). Shall I cancel it?

I see that you have purchased the protection plan for this booking. So, I am providing you with the insurance provider's contact number. You can cancel her ticket from our end as per the airline's policies which state the booking is eligible for credit. However, you can claim for refund with them through the number 1-855-266-4973.

The approval for a refund claim totally depends on their terms and conditions.
As a better option, we can do one thing here. You can call them right now only while I am on chat with you and confirm with them for a refund and then I will cancel it for you.

WHEN CX IS GETTING LOWER PRICES FOR FTC

I understand what you're saying. This happens because the airline's terms and conditions of your flight credit say the new flights must have the same fare rules as the original flight that was canceled.

Moreover, the flights you are getting online are available for new bookings. Since we are making changes to existing bookings that's why we are limited with the option

CRUISE

Thank you so much for contacting us about the Cruise reservation, while I can help you with flight, hotel, car reservation, and packages. Unfortunately, for assistance regarding cruise reservations, please get in touch with this number -.This number is for Expedia, who can assist with your Cruise reservations 18662212731


Cruise Department telephone numbers

Expedia Cruise Department: 1-866-221-2731
AARP Cruise Department: 1-800-675-4318
Travelocity Cruise Department: 1-855-235-0276
Orbitz Cruise Department:
For cruises booked before June 28, 2017: 1-888-462-5917
For cruises booked on or after June 28, 2017: 1-844-730-9892
Cheap Tickets Cruise Department:
For cruises booked before June 28, 2017: 1-866-552-1240
For cruises booked on or after June 28, 2017: 1-844-737-2738




AIG

To add insurance after 24 hours of booking (for Expedia only)
If the customer can't buy insurance via the post-purchase link on the confirmation email or on the itinerary page, they can contact AIG.

AIG phone number: 1-877-709-5591
AIG hours of operation: Always available (24/7)
Note: The coverage and cost of the insurance product they get directly from AIG may differ from what's offered on our site.


Flight Cancellation Plan: Expedia: 1-855-266-4973/ Spanish support: 1-855-334-3972 [email protected]
Flight Protection Plan: 1-855-266-4974 / Spanish support: 1-855-334-3973 [email protected]
Hotel Protection: Expedia and Hotels.com 1-855-266-4982 [email protected]
Hotel Booking Protection Plus: Expedia and Hotels.com: 1-855-334-3812 [email protected]
Collision Damage Plan: Expedia: 1-855-334-3968 / Spanish support: 1-855-400-2551 [email protected]
Package Protection Plan: Expedia: 1-855-266-4975 / Spanish support: 1-855-334-3974 [email protected]

PACIFYING STATEMENTS - ANGRY CUSTOMERS

I wish I could have done that for you however currently that option isn’t available.

I understand that you may not have had a better experience, let’s see what best I can do to help you.

I understand the delay/efforts in getting this resolved, however, rest assured will try to assist with the best.

I will certainly try to set things right


EMPATHY STATEMENTS

I understand this can be very inconvenient. Let me look into it right away.

I understand how you feel, will try my level best to make this experience better.

I understand you're in a tough spot and I will try to assist with best possible solutions.

Thank you for bringing this to our attention and we will try to assist you with best options.

It's my pleasure to be able to help.

I apologize for the inconvenience.

I appreciate your patience.

It's my pleasure to be able to help.

Chat Closing - Dissatisfied Customer

We sincerely appreciate your understanding in this matter. Please feel free to reach out to us, for any questions you may have.

Apologies once again for any inconvenience caused,(customer's name). Thank you for contacting us.

Chat Closings - Satisfied Customer

Thank you for providing us with an opportunity to assist you. Have a wonderful day!

Thank you so much for your time. Let me know if there's anything else we can do to make your day better.

Delayed Hold

We thank you for holding and apologies for the wait!

Thank you very much for holding, and sorry about the wait!

Presenting Solutions like Benefits/ Positive Responses

Fantastic news! I was able to get the required approvals. We can process a full refund.

Mr. Customer, you’ll be happy to know that, although there was a cancellation/penalty charge applicable to the booking. However, you being a privileged customer with us, we got this waived off for you, by discussing with the Hotel.

NEW BOOKING

Yeah! Sure I can make a booking for you but the best suggestion from my side would be that you can book a flight on your own using the app or website as booking on your own will lead you to see the best offers and discounts which I am unable to see for you.


FPCCvi4482330116824319/0126/nVI062444rt

DECC[CC type][CC #]/[Exp date]/[Currency][Amount]/[Airline code]
FPCC[CC Type][CC Number]/[Exp Date]/n auth code

KTN
SR DOCO (airline code) --K-(KTN/TSA number)---USA

FREQUENT FLYER
FFN(AIRLINE CODE)-(FF NUMBER)/ P(PASSENGER NUMBER)

FARE RULE
FWR/TKT TICKET NUMBER
FQDJFKTPE/ABR/R,09FEB23/IL
FXF/R,UP/S6-8

RECEIPT
ITR- EMAIL-ID

BOT REMARKS
RTRT

FIRST ISSUED
TWDRT
W/rbd*al

Ace: 1-844-874-3966 or +1-877-822-3872
Payless: 1-800-729-5377
Dollar: 1-800-800-5252
Alamo: 1-800-462-5266
Budget: 1-888-854-7550/ +18005270700
Economy: 1-877-326-7368
Fox: 1-310-853-8724
Hertz: 1-800-704-4473
SIXT: 1-888-749-8111
Thrifty: 1-800-334-1705
Payless: 1-800-729-5377
Avis: 1-888-534-7980
Nü-Car Rentals: 1-877-535-7117


EXPEDIA GROUP RESERVATIONS: 1-8885193293
AA INSTANT HELP: 442076602300 18006218489 8002333229 electronic
TIER 3: 18552611629
Ticketing: 8772470153

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https://voyager.expedia.com/ (VOYAGER)
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[email protected]
https://www.cheaptickets.com/customersupport/name-form Name correction CheapTickets
https://www.expedia.com/customersupport/name-form/ Name correction Expedia
https://www.travelocity.com/customersupport/name-form/ Name correction Travelocity
https://www.orbitz.com/customersupport/name-form/ Name correction Orbitz