OUTBOUND SPIEL

SPIEL FOR OUTBOUND *Opening Spiel:

Hi my name is Shan, and I'm calling from Expedia and I am looking for Ms./Mr.

*Reason for Calling:

I'm calling in regards on your reservation that you have booked with us. Do you have time to talk about the changes?

*Call Recording Closure: Before we proceed, please be reminded that this call maybe monitored or recorded for quality assurance purposes.

*Security Verification:

For the security purposes, may you please verify the email address used in the booking. EMAIL ADDRESS, PHONE NUMBER, ITIN#

*CONCERN

*RESOLUTION Thank you for your patience. I have successfully processed the changes of your flight. Just a quick recap, I called in to let you know about the cancellation of your flight and we changed your flight to ( NEW FLIGHT ).

Again this is Shan, thanks for choosing Expedia. Have a good day and Bye for Now!

OUTBOUND CALL FOR CALLING AIRLINE FOR ASSISTANCE* Hi, this is Shan calling from Expedia. I am calling in behalf of our mutual customer that needs assistance. Can I provide you the confirmation number for you to have a better view on the reservation?

Thank you. The customer's confirmation number is:

Sure, the customer's full name and date of birth is:

The reason for my call is because the customer's name on the reservation is too long that's why the ticket cannot be ticketed. May I know what will be the possible work around for this?

Agree & provided help: Thank you so much for your assistance. I will let the customer know about it.

Didn't agree: I understand. Can you help me how we can proceed in confirming the ticket of the customer?

Thank you so much for your assistance. May I know your Agent name and location for documentation purposes?

Closing: That's all for now. Thank you and have a great day ahead of you! Goodbye now.