Notes

✅Greeting:

Hi, this is Min. 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!
Is it regarding your stay at
Sure thing! Allow me few minutes please.
Absolutely, I will check the booking details for you. Allow me 3-5 minutes and I will be back shortly. Please keep the chat window open while waiting so I don't lose you.

I do apologize for the delay. I really appreciate your patience.


--------------------------------------------------------------

✅Verification:

Could you help me with the itinerary number?
Just to confirm, can you share the last four digits of your credit card ?
For security purposes, may I have the email address attached to your account?
Can I have your name please ?

--------------------------------------------------------------

✅ Recap & Discovery questions
Is it regarding your round trip to
Is it regarding your stay at
Is it regarding your flight to
Is it regarding your car

How can I assist on that one ?
What is the change that you are looking to do ?
Are you looking to change for all passengers?
May I have the itinerary number of the cancelled flight that resulted in credit?

------------------------

✅ When you don't understand the customer:

I’m sorry, we’re chatting using machine translation and I’m having trouble understanding you. Can you try rephrasing your last message?


--------------------------------------------------------------

✅ Assurance:

I will do my best to help you with this. Allow me few minutes.
Sure thing! Allow me few minutes please.
I am so sorry to hear about that. Sure thing I will do everything I can to assist you with your request.


--------------------------------------------------------------


✅Placing the customer on hold:

Absolutely, I will check the booking details for you. Allow me 3-5 minutes and I will be back shortly. Please keep the chat window open while waiting so I don't lose you.


Kindly do not close the chat window or the chat might get disconnected.
Please keep the chat window open while waiting so I don't lose you.
I am so sorry for the wait. I am still working on your booking.
I do apologize for the delay. Please bear with me.
Thanks for your patience. I wanted to let you know we're still checking on the issue. Please stay connected on the chat and I'll keep you updated.



--------------------------------------------------------------

✅Getting back after the hold

Thank you for your patience, I am so sorry to keep you waiting.
I do apologize for the delay. I really appreciate your patience.


--------------------------------------------------------------

✅Most used non-lodging templates:

- Schedule change:

Are you inquiring about the schedule change on that flight?
Are you looking for alternative or you want to check the eligibility for refund?
In order to figure out if you are eligible for refund or not , we will have to contact the airlines as this flight was booked in a system we don't have access on, Allow me 3-5 minutes to reach the airlines and Please keep the chat window open while waiting so I don't lose you.
-------------------

- Exchange & Cancelation:

In case of cancelation, Ticket is non refundable but changes are permitted with penalty USD 50.00
Changes are permitted with penalty USD 150.00, along with any fare difference if applicable

Good news! Your reservation allows us to cancel for a full credit. You can use this credit for a future flight with [AIRLINE] with the same passengers and country of origin by [TRAVEL BY DATE]. When you're ready to use your flight credit, [AIRLINE] will charge a [AMOUNT] change fee and any fare difference per ticket. I’ll email you the full terms and conditions. Contact us with your itinerary number when you're ready to use it. Please note that once we cancel, this is final and can't be reversed. Should I cancel?

Great news! If we cancel right now, you'll get a full refund of [AMOUNT]. Since for this type of ticket, the airline charges you directly, any charges from them should be refunded within 7-10 business days . Would you like me to go ahead and cancel?

The itinerary is canceled, A confirmation email will be sent shortly. Could you check the email and let me know if you have any questions?

--------------

- Legal Disclosure:

Ticket will be issued within 6-24 hours with the same policy as original. A confirmation email has been sent, It might take a while to reflect on your account but the change reflect immediately on the airline website if you accessed their website entered your name and this confirmation. For any seats or baggage inquiries please refer to the airlines directly. Could you check the email and let me know if you have any questions?

Now to recap, we booked this flight UA5695 28SEP MFRSFO 6:00A 7:24A ---- UA1513 28SEP SFOSNA 10:55A 12:32P with price difference XXX. Airline confirmation is XXXX. Is there anything further I can assist you with?

----------------------------

- Insurance:

You can contact AIG to check the Policy number: xxxxxx and their number is xxxxxxxxx. They handle protection directly with the customers, They will validate and see if this will be covered or not. Nothing guaranteed from our end it totally depends on their validation to the case and reason to cancel.
They will also ask for certain documents such as proof of cancelation which will be the cancelation confirmation email and reason of canceling.

Generali Contact Details - US ONLY
For policy questions use one of the numbers below:
800.551.9242 or 858.836.9670
Email: [email protected]
Claims https://expedia-us.eclaims.csaclaims.com

----------------------------

- Other requests:

The flight special service request has been added, Keep in mind it totally depends on the airline availability and not guaranteed from our end, you can call them to double check as well.

On the airline website, when you access the airline website https://www.aa.com/reservation/view/find-your-reservation, enter the last name and this confirmation UVWGLC ,then select choose seats. It will take you to the map to select the seats

Seats, baggage and check in inquiries are handled by the airline directly you can call them directly at 1-800-433-7300 or check the airline website, when you access the airline website https://www.aa.com/reservation/view/find-your-reservation, enter the last name and this confirmation UVWGLC

Regarding the carry on or any further inquiries regarding baggage, seats, flight special service request and online check in you can call the airlines directly or check their website.



--------------------------------------------------------------

✅LCC:

I can see that it's booked with Frontier Airlines, this airline wants to work with you directly for anything related to their bookings. Please reach out to them on https://www.flyfrontier.com/customer-support/ and provide this confirmation:
This is a low cost carrier. Low cost carries don't grant access to their bookings to us, so they need you to call them to do anything related to their bookings.

--------------------------------------------------------------


✅SR:

We cannot get in touch with the airlines/the hotel, So I will submit a request to the back office and they will get in touch with our vendor then they will email you within 3 business days maximum.
I have submitted the receipt request to our back office, They will sent it to you via email in 3-5 business days.

--------------------------------------------------------------

✅Update email and reset password:

- If you want to correct the email, here are the steps

Sign in to your account online.
Click on your name and select Account.
Open the Email and Password section.
Fill in the email address in the form and click Save.

The email address can only be changed if there are no future or active itineraries in the account. So you can do these steps when you complete your trip.

---------------------------

- To reset or assign a password to the account:

On the home page, click Account.
Select Sign in.
Enter the same email address associated with the previous booking.
Click Forgot your password.
Click Reset My Password. An email will be sent to you with instructions to reset or assign a password.

--------------------------------------------------------------


✅ When you need to talk to the customer

I need to talk to you on the phone to get the card details, but I don’t speak your preferred language. We have been using machine translation during this conversation. Are you comfortable speaking in English?

If yes: Thank you, I am calling now.
If no: OK. Can you please call this regional support number so you can speak to an agent in your preferred language? XX-XXX-XXXX. They are available [provide the hours they are open].



--------------------------------------------------------------

✅ Promoting self service :

Just a reminder! If you later on decide to confirm, change or cancel any booking in the future you can do that on your end through the app or website.
Log into your account, click on my trips or the baggage icon, click on the itinerary then scroll down until you find cancel or change this reservation.

Whenever you're ready to use your credit, please follow the following steps:
1. Make sure to log in to your account
2. Click your account
3. Select Coupon and Credit
4. Select the preferred credit
5. Choose your new flight
6. Check out your flight.



✅Closure:

You're always most welcome! Is there anything further I can assist you with?
Are there any future reservations or anything else I can help you with today?
Thank you so much for chatting with us, have a great day.


Are we still connected ?
Hi, just checking in, I haven't heard from you in 2 minutes. Just so you know, our chat will disconnect in 1 minute if you don't respond. You can always chat us again if you need more support.
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.

Dear team,


Kindly check the scripts for these scenarios:

Preauthorization:

The hotel reserve a right to pre-authorize your credit card for the booking. Even they didn't mention in the booking detail. You may need to contact the hotel to clarify the payment timing since you choose Pay Later. But I can confirm now that you just need to pay upon arrival.

The hotel phone number is .


Greeting :
My name is Phoi I'll be more than happy to assist you with your concern. May I have your full name please?
Verification :
Can you please provide me with the itinerary number ?
2-Can you please provide me with the email you booked with ?
What can I do to bring a smile on your face today?
Mini recap :
Are you calling regarding this reservation / booking ?
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!
Handling
1- I can understand How frustrating this could be.
2- No worries, I`ll be glad to help you with this.
3- No worries, I`ll be glad to check this for you.
4- I understand how you feel, I’m very sorry. We’re going to take care of this for you right now.
5- I understand your problem. Let’s get it resolved for you.
6- I am committed to providing you with exceptional service and doing everything I can to assist you throughout our call
7- Thank you for providing me with the necessary information. I am now actively researching and analyzing all possible solutions to ensure we go above and beyond to meet your expectations.
8- Thank you for your patience. I want to assure you that I am actively working on finding the best possible solution for you. Please bear with me.
9- I understand the impact this issue has on your experience, and I want to reassure you that I am personally invested in finding the best resolution. Your satisfaction is my primary goal.
10- Your patience is highly appreciated.
11- we always aim to help our customer the best and fastest way possible
12- When the customer said " Thank you"
Hold time :
1-Thank you for your patience. I want to assure you that I am actively working on finding the best possible solution for you. Please bear with me.
2- Please allow me 3-5 minutes while I call the hotel. Thank you for your patience.
3- Right now I will place the call on Hold, I will be back in 3-5 minutes with an update. Thank you!
Customer loyalty:
I see you are a " gold / silver " customer! We are happy to know that you have chosen " Expedia / hotels.com " for your trips
Hi, just checking in, I haven't heard from you in 1 minutes. Just so you know, our chat will disconnect in 1 minute if you don't respond. You can always chat us again if you need more support.
Self-service:
Please keep in mind to confirm your reservation or check policy, or to make any changes or cancellation— must be at least 24 hours prior to scheduled date—it can be done through our user friendly website or mobile app:
1- log in to your account.
2- click on trips at the top right of the page.
3- select the itinerary or the reservation you would like to modify.
4- click on cancel / change button.
Closure:
I hope our services was 10/10 today , is there anything else i can help you with ?
I hope you are satisfied by our services today , is there anything else I can help you with ?
I wish you a beautiful day ahead and all of the best.
4- I wish you a beautiful morning ahead and all of the best.
5- I wish you a beautiful evening ahead and all of the best.
Thank you for reaching Expedia today, Have a lovely day!
Non refundable booking:
1-I apologize for the inconvenience but after checking it seems that your booking is non-refundable and inside penalty according to the hotel's policy but I can try to reach the hotel to seek an exception, it's not guaranteed but I will try my best.
2-As I can see that your booking is non refundable and inside penalty, so, I will call the hotel and seek for an exception, so you can cancel with a full refund, However, It's not guaranteed.
Hotel approved to waive the penalty :
I have called the hotel , They were sticking to their policy , However I have successfully managed the free cancelation for you , So Let's start the cancelation and the refund process // free cancellation process.
Customer didn't see the hotel policy :
Kindly be noted that it was mentioned in the rules and regulations section before you make the booking, so you need to check the rules and regulations before making any booking.
Customer charged and there is no booking :
Since you haven't received a confirmation email, your booking hasn't gone through, and you were ever charged, the charge is not confirmed, and it is only authorization that will get dropped within the next 5-7 business days from now on the original form of payment.
However, You can just try rebooking from your end but try different dates and a different credit card.
Authorization meaning :
Payment authorization is the process through which merchants request approval for a credit or debit card transaction.
If you couldn’t resolve the customer inquiry due customer is requesting something can’t be done :
Kindly accept my apologies as your request can’t be done due to “ --------- “ I did try my best to find a way around but sometimes things just can’t be done , I hope next time I could provide more satisfactory level to assistance
Sr request :
I assigned your case to our specialized team so they can follow up with the hotel and, It takes from 3-5 business days till we get the hotel reply back. Once we got the reply back from the hotel, Our specialized team will contact you via email within the next 3-5 business days.
We will reach back to you once it is processed via email. Please to not re open the case for this request as it will restart the process.
CANCEL
OUTSIDE PENALTY
Upon checking your booking, I can see that it's a free cancellation. I can cancel it for you now and you’ll get your refund within 7-10 business days. Shall I proceed with it for you?
Step:
CLICK CANCEL - CST CONFIRM - S CASE - COMMIT CANCEL - RECAP - OFFER CST - CONFIRM
INSIDE PENALTY
Step:
CHECK POLICY - OPEN ARTICLE - CALL HOTEL (SOFTPHONE) - SCASE - CLICK CANCEL - CONTINUE - CST CONFIRM - COMMIT CANCELLATION

Call Hotel:
NON-REFUNDABLE
Hello my name ís Min from The Expedia Website. I’m calling on behalf of our mutual customer. Can I provide the hotel confirmation ID so you can check on the system?

Can you please confirm booking details because I want to make sure we are working on the same booking?

If specific approver needed: I would like to talk with Mr. ABC for a waiver request. Am I talking with the right department please?


Negotiation
The customer got into a very hard situation and they had to cancel their trip. This customer is our long term customer and they travel a lot. The customer is asking if you can make an exception and waive the cancellation fee.

I understand this is non-refundable but could you please consider if you could make an exception since the customer is in a very hard situation?
Or
The customer can not stay at your hotel so they won’t use any of your service. I know this is the point of view from the customer so if you could partially refund the customer, I would appreciate your great understanding.
If you need to contact your manager, I’m willing to wait for you. Please help the customer to ask for an exception.


INSIDE PENALTY
Hello my name ís Min from The Expedia Website. I’m calling on behalf of our mutual customer. Can I provide the hotel confirmation ID so you can check on the system?

Can you please confirm booking details because I want to make sure we are working on the same booking?

Negotiation
The customer got into a very hard situation and they had to cancel their trip. This customer is our long term customer and they travel a lot. The customer is asking if you can make an exception and waive the cancellation fee.


I can see that this is a refundable booking but customers contact us after the free cancellation period. However, I think there is still enough time for you to cancel this booking and resell it. If you can approve this cancellation, we could waive the commission.

If Hotel agrees to the the request:
Thank you so much for your great understanding. May I know your name and your position so I could leave a note to match with your note. Could you please do me a favor to leave a clear note in the booking to prevent any misunderstanding?
To avoid any mistake, we agreed to cancel the booking at your hotel on date…total amount to refund the customer is ….
I really appreciate your time on this request. You have had the choice not to help me but you did me a favor. Let me get back to the customer for this great news and I’m sure they’ll remember you once they have a chance to travel again.
If Hotel don’t accept the refund:
I understand the policy is non-refundable and the customer contacts you too late for you to resell the room. Let me get back to the customer and explain to them the situation. I hope that the customer can understand. Thank you so much again for your time and your effort.
Get back to the customer:
Get back to customer:
Thank you so much for your patience. I’ve finished talking with the hotel.

We discussed the policy and I finally can get approval to cancel this booking for free for you but this is a one time exception from the hotel only. Normally with a non-refundable policy, the hotel can not approve the refund. Anywayyyyy, I’m happy that I finally got a refund for you.

So right now, I’ll help you cancel the booking at the date…the total amount will be refunded to you within 7-10 days.
OR
Thank you so much for your patience. I’m back from the hotel.

I had a discussion with the Frontdesk at the Hotel…The Frontdesk said they can not agree with the refund request because the customer booked a non-refundable room. I explain to them that your situation is really urgent and you have no way but to cancel the booking.

CHANGE

OUTSIDE PENALTY
For your information, we never charge any fee for changing or cancelling but the hotel may charge you based on the policy of the booking. I’ve checked your booking’s policy and I’m happy that your booking has a free penalty. It means I can change it for you immediately without any penalties but you may need to pay for the price difference or get a refund if the price is lower. Can I have 3-5 minutes to check the availability for you please?

Thank you so much for your patience. I’ve checked the live inventory from the hotel and it shows there is a price difference at {amount in currency}. Shall I continue to change it for you?

I’ll need to call you to collect your phone number to collect the credit card information. I’m so sorry that I can not let you provide the credit card here to protect your sensitive information. Can i call you now?
Hello Team,

1. Greeting
2. Verification (phone/email)
3. Call back number
4. Mini recap
5. Discovery question
6. Assure help
7. Give solution
8. Disclosure
9. Recap (before taking action)
10. Offer further assistances
11.Self service


Canned Responses:

✅Greeting:

Hi, this is Your name . 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:

Could you help me with the itinerary number?
Just to confirm, can you share the last four digits of your credit card ?
For security purposes, may I have the email address attached to your account?
Can I have your name please ?

--------------------------------------------------------------

✅ Recap & Discovery questions
Is it regarding your round trip to
Is it regarding your stay at
Is it regarding your flight to
Is it regarding your car

How can I assist on that one ?
What is the change that you are looking to do ?
Are you looking to change for all passengers?
May I have the itinerary number of the cancelled flight that resulted in credit?

------------------------

✅ When you don't understand the customer:

I’m sorry, we’re chatting using machine translation and I’m having trouble understanding you. Can you try rephrasing your last message?


--------------------------------------------------------------

✅ Assurance:

I will do my best to help you with this. Allow me few minutes.
Sure thing! Allow me few minutes please.
I am so sorry to hear about that. Sure thing I will do everything I can to assist you with your request.


--------------------------------------------------------------


✅Placing the customer on hold:

Absolutely, I will check the booking details for you. Allow me 3-5 minutes and I will be back shortly.
Kindly do not close the chat window or the chat might get disconnected.
Please keep the chat window open while waiting so I don't lose you.
I am so sorry for the wait. I am still working on your booking.
I do apologize for the delay. Please bear with me.
Thanks for your patience. I wanted to let you know we're still checking on the issue. Please stay connected on the chat and I'll keep you updated.



--------------------------------------------------------------

✅Getting back after the hold

Thank you for your patience, I am so sorry to keep you waiting.
I do apologize for the delay. I really appreciate your patience.


--------------------------------------------------------------

✅Most used non-lodging templates:

- Schedule change:

Are you inquiring about the schedule change on that flight?
Are you looking for alternative or you want to check the eligibility for refund?
In order to figure out if you are eligible for refund or not , we will have to contact the airlines as this flight was booked in a system we don't have access on, Allow me 3-5 minutes to reach the airlines and Please keep the chat window open while waiting so I don't lose you.
-------------------

- Exchange & Cancelation:

In case of cancelation, Ticket is non refundable but changes are permitted with penalty USD 50.00
Changes are permitted with penalty USD 150.00, along with any fare difference if applicable

Good news! Your reservation allows us to cancel for a full credit. You can use this credit for a future flight with [AIRLINE] with the same passengers and country of origin by [TRAVEL BY DATE]. When you're ready to use your flight credit, [AIRLINE] will charge a [AMOUNT] change fee and any fare difference per ticket. I’ll email you the full terms and conditions. Contact us with your itinerary number when you're ready to use it. Please note that once we cancel, this is final and can't be reversed. Should I cancel?

Great news! If we cancel right now, you'll get a full refund of [AMOUNT]. Since for this type of ticket, the airline charges you directly, any charges from them should be refunded within 7-10 business days . Would you like me to go ahead and cancel?

The itinerary is canceled, A confirmation email will be sent shortly. Could you check the email and let me know if you have any questions?

--------------

- Legal Disclosure:

Ticket will be issued within 6-24 hours with the same policy as original. A confirmation email has been sent, It might take a while to reflect on your account but the change reflect immediately on the airline website if you accessed their website entered your name and this confirmation. For any seats or baggage inquiries please refer to the airlines directly. Could you check the email and let me know if you have any questions?

Now to recap, we booked this flight UA5695 28SEP MFRSFO 6:00A 7:24A ---- UA1513 28SEP SFOSNA 10:55A 12:32P with price difference XXX. Airline confirmation is XXXX. Is there anything further I can assist you with?

----------------------------

- Insurance:

You can contact AIG to check the Policy number: xxxxxx and their number is xxxxxxxxx. They handle protection directly with the customers, They will validate and see if this will be covered or not. Nothing guaranteed from our end it totally depends on their validation to the case and reason to cancel.
They will also ask for certain documents such as proof of cancelation which will be the cancelation confirmation email and reason of canceling.

Generali Contact Details - US ONLY
For policy questions use one of the numbers below:
800.551.9242 or 858.836.9670
Email: [email protected]
Claims https://expedia-us.eclaims.csaclaims.com

----------------------------

- Other requests:

The flight special service request has been added, Keep in mind it totally depends on the airline availability and not guaranteed from our end, you can call them to double check as well.

On the airline website, when you access the airline website https://www.aa.com/reservation/view/find-your-reservation, enter the last name and this confirmation UVWGLC ,then select choose seats. It will take you to the map to select the seats

Seats, baggage and check in inquiries are handled by the airline directly you can call them directly at 1-800-433-7300 or check the airline website, when you access the airline website https://www.aa.com/reservation/view/find-your-reservation, enter the last name and this confirmation UVWGLC

Regarding the carry on or any further inquiries regarding baggage, seats, flight special service request and online check in you can call the airlines directly or check their website.



--------------------------------------------------------------

✅LCC:

I can see that it's booked with Frontier Airlines, this airline wants to work with you directly for anything related to their bookings. Please reach out to them on https://www.flyfrontier.com/customer-support/ and provide this confirmation:
This is a low cost carrier. Low cost carries don't grant access to their bookings to us, so they need you to call them to do anything related to their bookings.

--------------------------------------------------------------


✅SR:

We cannot get in touch with the airlines/the hotel, So I will submit a request to the back office and they will get in touch with our vendor then they will email you within 3 business days maximum.
I have submitted the receipt request to our back office, They will sent it to you via email in 3-5 business days.

--------------------------------------------------------------

✅Update email and reset password:

- If you want to correct the email, here are the steps

Sign in to your account online.
Click on your name and select Account.
Open the Email and Password section.
Fill in the email address in the form and click Save.

The email address can only be changed if there are no future or active itineraries in the account. So you can do these steps when you complete your trip.

---------------------------

- To reset or assign a password to the account:

On the home page, click Account.
Select Sign in.
Enter the same email address associated with the previous booking.
Click Forgot your password.
Click Reset My Password. An email will be sent to you with instructions to reset or assign a password.

--------------------------------------------------------------


✅ When you need to talk to the customer

I need to talk to you on the phone to get the card details, but I don’t speak your preferred language. We have been using machine translation during this conversation. Are you comfortable speaking in English?

If yes: Thank you, I am calling now.
If no: OK. Can you please call this regional support number so you can speak to an agent in your preferred language? XX-XXX-XXXX. They are available [provide the hours they are open].



--------------------------------------------------------------

✅ Promoting self service :

Just a reminder! If you later on decide to confirm, change or cancel any booking in the future you can do that on your end through the app or website.
Log into your account, click on my trips or the baggage icon, click on the itinerary then scroll down until you find cancel or change this reservation.

Whenever you're ready to use your credit, please follow the following steps:
1. Make sure to log in to your account
2. Click your account
3. Select Coupon and Credit
4. Select the preferred credit
5. Choose your new flight
6. Check out your flight.



✅Closure:

You're always most welcome! Is there anything further I can assist you with?
Are there any future reservations or anything else I can help you with today?
Thank you so much for chatting with us, have a great day.


Are we still connected ?
Hi, just checking in, I haven't heard from you in 2 minutes. Just so you know, our chat will disconnect in 1 minute if you don't respond. You can always chat us again if you need more support.
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.

Best Regards,

Minh Lam Le