REBUTTALS

adv:

-BEC-most restricted

• not included to get paid seats
• a/l discretion

I need to think about it! / I’ll keep my reservation as is

Click QUIT to end the activity

Advise customer to call before departure because cancellation will not be an option post travel.

Set IVR Flag

I don’t want to pay a cancellation fee!

Airlines, in most instances, do not allow cancellation or if they do it’s for the same fee or greater.

In most cases they require the customer to exchange, pay the fee and any additional increase in fare.

Our policy allows a cancellation, which gives customers the flexibility to book a completely different airline if they so desire.

I bought travel insurance. Am I covered?

Confirm customer purchased insurance.

If purchased TI, advise to file a claim for any fees.

Provide insurer contact information via TI link in CARES.

I thought I had 24 hours to cancel my reservation for a full refund?

The free pass does not apply to restricted reservations.

It only applies to itineraries where the price and flights are disclosed prior to purchase.

I want don’t want to cancel I want to change!

Customer purchased restricted tickets.

Changes are not allowed; cancel is only option.

The 24 hour cancel window does not apply to restricted reservations.

· The 24 hour rule applies to itineraries where the price and flights are displayed prior to purchase.

· Customer can review cancel policy in Help section of the website.

PCLN is doing their best to process your refund. We are receiving bulk request since pandemic started & we can not focus on your reservation alone. Reassured this is being taking care of. All your concern are well documented

Why did my schedule change? (CIB+TSIB)

· Airlines adjust their schedules for a number of reason and don’t communicate why the change occurred when notifying travel agents or customers

· When a schedule change occurs the airline will usually rebook you on an alternate flight closest to the original departure time

· Once the airline notifies us, we make every attempt to notify you of the changes via email and publish the updated itinerary on our website

· Use appropriate close

Ang palusot mo nalang dyan, since the changes occurred directly with the airline, airline usually send out notification to the customer and update the ITIN through the website of the airline.

We are always suggesting to passengers to check their most updated flight schedule at least 48 hours before departure to confirm if there are any changes on the reservation

b6 - L class

PAG DISCLOSED- SELECT WRONG ITIN

UNDISCLOSED - NON REQ ITIN

TSRPC -email w/ ref amt

Airline availability changes constantly and impacts available prices.

We will confirm your reservation only if the airline has not had a change in availability or pricing while the reservation request is being processed.

During the request process, we do advise that prices are not guaranteed until purchase is complete.

NO:

Our ability to assist you is totally dependent upon the fare rules associated with your ticket and the fare rules are written and enforced by the carrier.

Unfortunately, when you didn't take your flight, the airlines considered you a "no show" and automatically cancelled your reservation, which rendered your ticket non-refundable.

Use appropriate close

rebook a new flt by December 16, 2021 and complete travel by December 16, 2021.

adv that the res they booked is NCNC but you are just giving an exception to cxl the itin but the fees will apply

BEST OPTION IS TO CNCEL RES BEC A/L WILL SUSPEND TKT ANYTIME TODAY

The 24 hour cancel window does not apply to restricted reservations.

· The 24 hour rule applies to itineraries where the price and flights are displayed prior to purchase.

· Customer can review cancel policy in Help section of the website.

adv pax name appears in GDS

adv its a known issue, system will automatically remove spaces/special characters

adv it wont affect her flt

inform passenger

fares/availability not guaranteed until ticketed

Etr exchanged - If customer calling, advise the airline has reissued our ticket and taken control of the booking.

We currently do not have a phone sales team

"I understand that this is upsetting, but we are only bounded by this rules imposed on your ticket. Apparently there's no way around this"

"Apparently, there's no way for our company to override any airline rules imposed on your ticket. As a travel agent, we can only follow these ticket rules."

"I know this is upsetting, but there's no way to go beyond this ticket fare rules. This rules are imposed on the ticket by the airline for travel agents like us to carry out"

"Apparently, no one from our company could go beyond the ticket rules imposed by the airline. On our end, we all have the same system to utilize and do not have the capability to override airlines policy"

“I know this is upsetting for you. [pause] I wish there was something we could do. We have to honor the fare rules of your ticket. There’s simply no way around this.”

"Please give me an opportunity to try and resolve this for you. That's why I am here"

“I will absolutely be happy to get you a supervisor however that can take a few minutes. You have me now, please give me an opportunity to try and resolve it for you."

Why did my schedule change

Mr./Ms.____, airlines adjust their schedules for a number of reason and don’t communicate why the change occurred when notifying travel agents or customers. When a schedule change occurs the airline will usually rebook you on an alternate flight closest to the original departure time. Once the airline notifies us, we make every attempt to notify you of the changes via email and publish the updated itinerary on our website. Since the airlines can continue to change your schedule, we recommend you always check with the airlines 24 hour before departure of each flight to confirm your schedule.