Notes

Hi, this is Kartik. I'll take a minute to read through the conversation and get caught up; then, I'll be able to help you soon. Thank you!


TK OK/(office ID)
36086 ----HT ECR form

Rmz/conf*format:pdf --- sent in PDF

TGAD-[Validating airline code]/[Other airline code] - Check agreement

We cannot work on your booking as our systems are updating. Please kindly contact us back after an hour. We'll be able to help you out once the issue is resolved.

SRDOCO(AIRLINE CODE)HK1--K-KTN NUMBER---USA/P

SRDOCSYYHK1-----[Date of birth]-[Gender]--[Last name]-[First name]/P[Passenger element number]

I hope you would recommend Expedia for your friends and family.

Payment

Alright then. I will need your card information so I can go ahead and move forward with the changes, if that’s okay with you. Since this information is sensitive, it cannot be taken on chat. Could you give me your phone number so we can talk on call?

Please give me a final confirmation of yes or no. Shall I go ahead and cancel the booking?

I am VERY happy to confirm that we can cancel this flight/reservation for you.

I am feeling very happy to confirm that refund on this flight has been initiated and I am glad we are able to solve this for you.

Glad I was able to assist you with the clarification and we appreciate your business with Expedia.

Since you have Initiated the chat I can totally assist you over the chat as I am working for a chat department and we are not allowed to share Expedia contact number over the chat.

We’re Sorry!
Our service is temporarily down and it appears we’ve been delayed for take off.
Please start your search from Expedia’s homepage


trf/i- (to check refund)

FQF to check included IBD ticket info
0
TWD/O* show hidden tickets

ttp/et to issue ticket

May I have the Itinerary number please to pull up your reservation?

It will be a 14 digit number which delivers to you in the confirmation email from Expedia.

I am sorry, I couldn't understand much from the chat history. Could you please be more specific about your concern?

But as you are our valuable customer, I’ll try to connect with the hotel for the same and let me see what I can do best for you.

May I know the exact concern for which you have contacted us today so that I can assist you better?

I'm checking on this and will be a few more minutes, thanks for your patience.

We regret to inform you that prices are dynamic and we can not guarantee the same price and availability.

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

You’ll receive new tickets in 24 hours via email.

Heat check R/igtproduction

Are we still connected.

Further assistance

Do you need help with any other booking or Itinerary or any other questions regarding the booked Itinerary?

Closing

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

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


Booking

I would like to inform you that our website and application are both customers friendly, you can create a new booking from your end for better preferences and discounted prices if any.


If you want I can help you to make a fresh booking from my agent tool however I won't be able to apply any discount towards your booking.

Expedia policy

I would also like to inform you that we at Expedia don't charge for any cancellation or change. We follow the airline policy.

I would also like to inform you that we at Orbitz don't charge for any cancellation or change. We follow the airline policy.

I would also like to inform you that we at Travelocity don't charge for any cancellation or change. We follow the airline policy.

Well I am extremely sorry to inform. However as I see that there is no fare available to make the changes with your current ticket and your requested date and in case of any changes it will effect both the trip as it is combine one fare for round trip. As of now I would suggest you to check for the changes after your first out bound flight is departed/completed.

Cap verbiage

Meanwhile, please keep this chat window open so we can stay connected.

You can have a cup of coffee or something to eat, I understand this can be very inconvenient, however, please keep this chat window open so we can stay connected and avoid disconnection.

Thank you for your patience, It is taking longer then usual please allow me just quick 2 more minutes.

Please keep the chat window open to avoid disconnection. It'll take me 2-3 mins

Thank you for your patience.

Insurance

To claim your insurance, you need to get in touch with the insurance provider directly which is

We cannot guarantee that you will get your amount back as a claim however for better assistance kindly get in touch with the insurance provider directly.

I completely understand that you are getting a lower fare in our website but please be informed that the price which you are getting online on our website is already the most discounted one also just for fresh booking, but right now we are servicing and pricing the flights by inventory provided by the airlines to us where we cannot apply the same offers as Expedia gives you for a new booking.

We are using your old tickets to change for new tickets while using your credit and the new flight price is the same that I have mentioned.
When cust use Profanity:
Paul, 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.
Frontier Airlines

I would like to inform you that we don't have ticketing access for Frontier Airlines therefore for any change you need to get in touch with the airline directly.

these service requests are not guaranteed they are subject to availability to get confirmation regarding the same I suggest you to get in touch with the airline once 48 hours prior to your flight departure time.

I have raised a follow-up request to our other team to send you an Itemizes receipt and we'll get back to you within 72 hours via email.

I understand your disappointment however for the receipt to which I have access I have already sent you on the email, for an Itemizes receipt, I need to raise a follow-up request which I have already did, and we'll get back to you within 72 hours via email.


Restricted Reservation

As I can see your reservation is an restricted one as per the vendors policy.

Let me check if they can provide us refund.

As I can see your reservation in an restricted one as per the vendors policy , so if I'll make any changes or cancellation amount paid will not be adjusted or refunded.


Relo

As per our telephonic conversation I have transferred you to our concerned team, Thank you for chatting have a great day.

CAR

We regret to inform you that since the booking is already under the In travel status we cannot cancel it from our end; however, let me get in touch with the vendor once to check what best can be done in this case; meanwhile, please keep this chat window open so we can stay connected.

We regret to inform you that in car rental booking, we cannot make any changes, the only option is to cancel and rebook.

Would you like me to help you cancel the car booking, and later you can rebook with the correct details from your end?

The cancellation will not reflect in Expedia since it was canceled by calling the rental directly.

I tried contacting the vendor. However, they are not reachable so I’ll put a follow request to check with the vendor to our concern department, and we’ll get back to you with the vendor's response within 5-7 business days via email.

Different LOB

We have a team member who will be helping you with this concern. I will transfer you to my colleague to help you further, please stay connected while I transfer your chat.


Rebuttals

I would like to inform you that we as a brand do not charge any fee for change or cancellation fee. We only follows Hotel policy.

I can understand this can be very frustrating, I would feel the same in your situation, as I have tried to contacted the property unfortunately there was no one to answer, Rest assured we will make another attempt to call the property and will try our best to waive off any cancellation charges for you.

I apologize; I am sorry to hear that. I can understand your situation; if it were in my hand, I would have done it straight away for you.


SR Rebuttal

The Collision Damage Plan is now non-refundable since the booking is now under the (In travel) status,

For the Collision Damage Plan, I’ll have raised a follow-up request to check with the Insurance provider GENERALI to our concern department,. We’ll get back to you with the Insurance provider's response via email within 5-7 business days.

As you mentioned, we can raise a request, and our team will validate the same and get back to you within the next ten working days with their decision via email.


No Response (180 sec)

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

Disconnect chat

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

Long wait chat

Sorry about the wait; we’ve been a bit busier than usual.

CHAT RESPONSES

Opening no response (60 sec)

I’m sorry. Since I’m not receiving any response, I will close this chat. Have a nice day!

Engaged no response (180 sec)

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

Disconnect chat

Hi (Customer name), this is Kartik Sandilya. I see that the last agent closed the chat as they didn’t get a reply. I’m checking your previous discussion and will be with you in a few minutes.

Reconnect chat

Sorry, you lost connection with the previous agent - there may have been a network issue. Could you give me a second to read through your earlier messages so I can pick up from where the last agent left off?

Long wait time

Sorry about the wait; we’ve been a bit busier than usual.

To Verify Account:
What is the phone number/email address on your account?
What is the itinerary number, please? / last four digits on the credit card?
What is your registered email address to verify your account?
May I have your registered email address to verify your Expedia account and itinerary number?
Thank you for the details. Please allow me to put your chat on hold for 3 to 4 minutes while I check the details.

Verification failed
Since we can’t verify the account, we’re unable to proceed. Please come back once you have the correct information.

If cx gives you a no, please send this, then call.

Thank you! Please keep this chat window open so we can come back after the chat, and I can share the itinerary details with you if you'd like.

Thank you for the card details. “ Customer name. “ I will be processing the change now. Please allow me a few more minutes.

Acknowledging
Sure, I would love to help you with the same.
Sure, I’ll be able to help you with that.
I’ll be sure to help you with that. I’ll be sure to check that for you.
Sure, let me review the terms and conditions for your booking, and I'll see what we can do. Could you give me a moment?
Thank you for sharing the details.
I appreciate the confirmation.
What is the origin or destination city for the same?
What dates for the same?
Do you have any preference for departure timing?
Do you have any preference for the Airline?
Can I check the availability of the same?
Are we on the same page?
I’m a Customer Service Expert at Expedia and would love to assist you with your issue.
I realize this situation is difficult, but let’s try and find a solution.
I am sorry that you have had to contact us multiple times. I’ll be sure to look into it right away for you. ( A customer getting again and again)
I see you contacted me regarding a refund/cancellation/confirmation of your booking. (reconfirming Pax’s concern when Pax already shared concern/issue with the virtual agent before chat comes to an agent)

Ask for Acknowledgment from the customer.
Can I get some confirmation text for the same?

Assurance
I will be able to help you with your issue.
I am going to do my best to resolve the issue for you.
Please don't worry; I’ll leave the stone unturned to get this fixed.
Please don’t worry; we have raised your refund application to the airlines and will try to sort out a refund as soon as possible.
I am a travel expert at Expedia. I’ll go through my resources to fix it for you.
Apology Statement:
I'm deeply sorry about *the issue*. Please let me see what we can do to fix it.
We apologize for your inconvenience; I’ll try to sort this out.
I’m sorry for any trouble this caused. You are in good hands. I’ll be sure to look into it right away.
I'm sorry you've run into this issue. Please let me know what I can do to solve it for you.
I'm sorry for your frustrating experience; let me see how I can help.
We understand your disappointment, but this is according to airline/hotel policy, and Expedia, a travel agency, abides by airline/hotel policies.
We understand that our resolution is not in your favor. I wish I could process a refund for you; however, due to airline/hotel restrictions policy, a credit voucher is the only option. We sincerely apologize for this.
Empathy Statement:
If I were at your place, I would feel the same. How

We apologize for your inconvenience; I’ll try to sort this out.
If it were in my hands, I would have done something better for you, however, we are bound to follow the
I can imagine how upsetting this must be. Please let me know what I can do to help you.
Getting to wait for policy to update can be very upsetting indeed.
I’m sorry for any trouble this caused.

I understand this can be very inconvenient. I’ll be sure to look into it right away.

Is there anything else I can help you with?

I’m sorry for any trouble this caused. (cx' concern)

I am sorry; I truly am

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

I understand you want to (cx concern), and I would love to help you.

I am genuinely sorry for the inconvenience caused, I am. I will try and get a solution here.

You're making total sense. I’ll try to help you with the best.

I understand how you feel, and I will try my best to improve this experience.

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

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

I’m genuinely sorry to hear about your experience.

I appreciate your patience.

Here's what I'm going to do for you

It's my pleasure to be able to help.

I'd be happy to recommend

I'm sorry that you feel that way.

I'm sorry to hear that.

I apologize for the inconvenience.

I am saddened to hear that.



When you receive a transferred chat
Hi, This is Kartik. I’m sorry that you couldn’t help with your reservation. I will continue to help you at this point.
Can I read the previous conversation from here? Could you stay online? Thank you.

Confirm Satisfactory Chat Closing
Thank you for contacting us.

Stay Safe.

Delay in response
I'm sorry for not getting back to you sooner. I'm still working on your request.
Let me apologize for the delay. First, I was trying to get the best alternative for you from the Airline.
Sorry for the long hold; I was looking for the best possible options for you.
I apologize for the delay; I was quickly doing what was necessary to get this sorted on a topmost priority.

Statement to be used while placing chat on hold to avoid customer from being unresponsive on chat
Please keep your chat window open to avoid disconnection.
Please be on this chat window while I process your request to avoid disconnection.

Buy time
Can I put you on hold for a moment, please?
Please allow me a quick minute to help you with it.
May I place the chat on hold for 2-3 minutes while I look into it?
May I place the chat on hold for 2-3 minutes while I pull up the reservation and check the details?
May I place the chat on hold for a few minutes while I raise a refund request and provide you with a case reference ID?
May I put the chat on hold for a few minutes while I raise a refund request and provide you with a case reference ID?
Let me call the hotel again; as you are a valuable customer, it’s your duty to assist you with the best possible resolution.
Meanwhile, can you contact anyone at the front desk that I am trying to call them?
Change hotel
Please let me check the availability.
Just to let you know, based on the availability, prices may be different.
CALLING THE HOTEL
As I can see, your booking falls penalty, so that you will be charged a cancellation penalty. However, I will contact the property to give you the best resolution.

However, I can see, your booking is a non-refundable booking, in which changes are not allowed However, I will contact the property to give you the best resolution.
HOTEL APPROVED
I appreciate your patience. I just spoke with the hotel; the good news is I convinced the property to waive the penalties. Would you like me to proceed with the cancellation?
HOTEL N/A
I tried contacting the hotel. However, they are not reachable /and the approver is unavailable/so I’ll put in a follow-up request to check with the hotel, and we’ll get back to you with the hotel’s response in 72 hours via email.
We’re sorry for the inconvenience; as of now, the hotel is not responding, So I would like you to wait for 72 hours.
(Cancel with penalties to avoid no-show)
If the check-in date is close, Cancel with penalties to avoid a no-show; therefore, I’ll put in a follow-up request to check with the hotel.
PARTIAL WAIVER
Thank you for staying connected. I tried convincing the hotel for a full waiver. However, they only approved a partial release for xxx amount. Would you like us to proceed with cancellation?
According to my conversation with the hotel, they have approved the partial waiver. According to the hotel policy, you will receive a partial booking fee.

HOTEL DENIED
Thank you for staying connected. I tried convincing the hotel for the waiver, but the hotel is sticking to the booking policy, and a penalty will be charged.
OR I spoke with the hotel; they are sticking to the policies and denied a waiver. So, we’d like to cancel with penalties?
I tried convincing the hotel for the waiver. However, the hotel is sticking to the booking policy, and a penalty will be charged.
I spoke with the hotel; they are sticking to the policies and denied a waiver. So shall we cancel with penalties
#NON Lodging
As I have checked the availability, there are no evening flights; however, we have a midnight departure.
As I can see, you want to cancel your flight booking.
As I've checked, the ticket is nonrefundable if canceled, so would You still like to cancel your ticket?
Just to let you know, based on the availability, fare differences may be different.
We must divide the booking for one person and make changes separately.
I'll check the policy for you. Kindly stay connected
I checked the procedure, and cancellation is allowed; however, there'll be a cancellation fee of (------) per person.

I'll let you know the complete amount once I select flights.

The good news is that the changes are getting done at the same price. You don't need to pay anything for this.

Policy nonrefundable

According to the airline policy, the tickets are nonrefundable; however, let me check if any alternate option is available.

Flex policy

The airline is offering a future travel credit. This means with the same airline and same passenger, you can rebook the total ticket value in the future and pay the fare difference, if any.

Void

I would like to inform you that this was never an actual charge. It was just a card authorization hold to confirm the booking since you canceled within the free cancellation window; therefore, the amount for the ticket will be dropped off from your card, and the fund will be reversed to the original form of payment within 7-10 business days.

You can also contact your bank or credit card company to check if they can make the process quick

As we have checked, the booking is under the free cancellation window; therefore, if you cancel the booking right now, there will be no charge for this cancellation, and the amount for the ticket will drop off from your card within 7-10 business days.

I would also like to let you know that from Expedia, we only send a service request, and a service request is not guaranteed. It’s subject to availability. The airline may or may not cater to these requests; kindly contact the airline 24 hours before your flight departure time to get a confirmation.

Wheelchair

We have raised your wheelchair request. However, these service requests are not guaranteed. They depend on availability. To get a confirmation regarding your service request, you need to contact the airline 48 hours before your flight departure time.



Option 1) The cancellation is permitted; there is no cancellation fee; however, a few taxes are non-refundable. So, we can let you know the exact refund amount, but once you cancel with us, the amount that you will receive in the original form of payment within 2-12 business weeks directly from the airline will be the refund amount.

Option 2) You have a credit for the same ticket amount per passenger, valid for one year from the original ticket issue date, and can be used for the same passenger with the same airline only. At the time of rebooking, there will be no rebooking fee; however, you need to pay the fare difference, if any.


Coupon

Since you are a valued customer of Expedia and due to this inconvenience, as goodwill, we can offer you a 50 USD travel coupon to your account, which you can use in your next pay now(Prepaid) standalone hotel booking only.


Can I issue a 50 USD travel coupon to your account, which you can use only in your next pay-now (Prepaid) standalone hotel booking?



When reissuing the ticket, enter the waiver code 5AI4O in the ticket designator box on the new passport - DL
Promoter:

We aim to deliver exceptional experiences

We are dedicated to providing the best solution.

We truly value your business.

Your satisfaction is our top priority.

Paraphrasing:

I hope that you correctly captured your request.

I’m hoping that I captured your request.

Setting expectations:

I wanted to keep you informed on a few critical points.

Assurance:

We just wanted to let you know that we received your query. I am looking into this.

I will try my level best to solve it for you.

I will try my level best.

Please don’t worry; I’m looking into this.

Let me prioritize your request.

I’m glad to help you with your booking today.

I will be glad to help you with your booking today.

I’m happy to help you with your booking today.

I will be happy to help you with your booking today.

Please stay connected while I find the best options for you.

Closing:

I hope I solved your query today, and we appreciate your business with us.

Thanks for being a valuable customer and for choosing us as your travel partner

I could serve you today, and we appreciate you choosing us for your travel journey.

I am glad I was able to assist you. We appreciate your business with Expedia.