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CHAT FLAW

Hi, ! Mabuhay! I am Vince from Philippine Airlines. We apologize for the wait as we are currently experiencing high chat volume. Thank you for your patience. I'm here and I will help you with your concern.

Hi,! Mabuhay! I am Vince from Philippine Airlines. How may I help you today?

AKNOWLEDGEMENT I understand that you would like to . I will be more than glad to check it for you.

VERIFICATION To verify the booking, kindly send us the following: Complete names of all passengers: Contact Number on the reservation: Email address on the reservation: Booking reference number: Flight dates: Flight Routes:

UNVERIFIED Upon checking, we have discovered that the mobile number provided does not match the one on the booking. To ensure we have the correct information, please visit the website at https://www.philippineairlines.com/manage-booking to view and provide the accurate mobile number here. Thank you for your cooperation and understanding.

FLIGHT DESRUPTION We assure you that we will not disrupt a flight unless it is deemed necessary. However, please note that our flight schedules are subject to change. We may have to cancel, add, or adjust our planned flights based on domestic and international entry restrictions and/or operational requirements.

I sincerely apologize for the inconvenience caused by the cancellation of your flight. We understand that unexpected flight cancellations can disrupt your travel plans and cause inconvenience, and I want to personally apologize for any inconvenience this has caused you. We strive to provide our passengers with a safe and reliable travel experience, and it is disappointing when circumstances beyond our control lead to flight cancellations. I understand the frustration and inconvenience this may have caused you and acknowledge your disappointment. Please know that we are working diligently to prevent such occurrences in the future and are always looking for ways to improve our services.

SYMPATHY I sincerely apologize, Daisy. After reviewing the situation, I regret to inform you that we are unable to provide any options for complimentary hotel accommodation. I truly understand how disappointing this news may be, and I want to assure you that we value your understanding during this time. Please know that we are here to assist you in any other way we can, and we appreciate your patience as we work to find a solution that meets your needs.

HOLD SPIEL Thank you! Let me check what I can do for you. I will be back in 3 minutes with your best options. Thank you.

Hi again, _. Sorry to keep you waiting. I'm still checking your best options. I'll be back in a few minutes. Thank you.

TRAVEL AGENCY I hope for your understanding but, I have limited access to third-party bookings. For booking modifications, the travel agent has to initiate the process. You may coordinate with them for further assistance.

PAYMENT LINK I will send you a secured payment link to your email which you can pay using your preferred paying method. Please be advised that the payment link is valid for 2 hours. I highly suggest to settle the payment right away to avoid booking cancellation. Please note that once rebooking request is submitted, we can no longer revert the original booking, we can still try to revert it if the original booking is still available and it may be subject to fare difference and applicable penalties. Please let me know if you would like to proceed.

I've sent the payment link to your registered email address. Please check your mailbox for the link. If not found, you may want to also check your Spam or Junk mailboxes as it may have been received there.

Just a reminder, the payment link expires within 2 hours. Please make sure you settle the amount so you can have the fare we quoted earlier.

IDLE Hi, Mona! It appears there hasn't been any recent activity in our conversation. To ensure we can provide you with the best assistance possible, we kindly request a response within three (3) minutes. We would need to close this conversation to assist other passengers if we do not get your response. We appreciate your understanding.

Hello again, Karen! We hope you received our previous message. We apologize, but we would need to close our current conversation to assist other passengers. Please know that our support team is always here for you, and you can reach out to us anytime by sending another message. We appreciate your understanding.

If you have any other concerns, please feel free to reach out to us via our customer support channels at click here You may also visit our website at click here for future reference.

Thank you for choosing Philippine Airlines. We look forward to assisting you in the future!

SECURITY SCRIPT

To ensure a secure and safe travel experience, please communicate with us through our official channels: website, phone numbers, or verified social media accounts.

SSO
Please be reminded that you can easily manage your booking online by using the link provided below. You have the option to check your booking, add seats or prepaid baggage, and modify your ticket information.

https://www.philippineairlines.com/en/mypal-travel-boost/mypal-baggage-plus/prepaid-baggage

https://www.philippineairlines.com/en/before-you-fly/travel-basics

For future reference, you can visit our website: https://pal.my.site.com/s/

CLOSING SPIEL Thank you for giving us the chance to connect with you. We will be sending you a survey link shortly via email. We kindly request you to complete it as your feedback holds great value for us. If you have any other concerns, please feel free to reach out to us via our customer support channels at https://www.philippineairlines.com/about-us/contact-us/global-reservation-hotline. You may also visit our website at www.philippineairlines.com for future reference. Thank you for choosing Philippine Airlines. We look forward to assisting you in the future!

PRIME BOOKING

OPENING SPIEL

Standard: Hi, ____! Mabuhay! I am ____ from Philippine Airlines. I'm here to help you with your concern. Long wait time spiel: Hi, ____! Mabuhay! I am _____ from Philippine Airlines. We apologize for the wait as we are currently experiencing high chat volume. Thank you for your patience. How may I help you?

AKNOWLEDGE I appreciate your time in contacting us to rebook your flight. I would be delighted to help you.

VERIFY To verify the booking, kindly send us the following: 1.email address 2.mobile number 3.Passengers name 4.Booking reference number 5. Flight details (route, date and time)

To verify, kindly send us the following:

  1. DOB
  2. Member's middle name
  3. Mother's maiden name
  4. Email address
  5. Mailing address
  6. Contact details

MABUHAY MILES Do you currently hold a membership with Mabuhay Miles? If so, would you like to include your Mabuhay Miles on your current booking? If not, you can sign up for free on our website to earn miles and utilize them for future flight reservations. If you have any further questions or concerns, you may directly coordinate with our mabuhay miles department.

I am happy to share with you the benefits of our mabuhay miles program. By simply flying with us, you can earn valuable points that can be used towards exciting rewards. Enrolling is easy, just visit the link provided click here For more information on how to maximize your Mabuhay Miles experience, visit our website. Remember, you can conveniently access or link your Mabuhay Miles at the check-in counter, through manage booking, or with our app. Start earning rewards with every flight today!

EMPAHTIZE I understand that you are not amenable with the new flight schedule. I apologize for any inconvenience this may have caused you." (For flight schedule change)

PROBE May I know what would be your preferred rebooking date and time

COMFIRM Before we proceed, we will rebook your MNL-IAO flight on October 1, 2023, with flight number PR1841, leaving MNL at 8:50 AM and arriving at CEB at 10:25 AM. On October 5, 2023, PR2836 will travel from IAO to MNL, leaving IAO at 3:25 AM and arriving in MNL at 4:50 AM. The fare difference is PHP 1,995.”

FULL DISCLOSURE I will be sending you the payment link which is valid for 2 hours. Please be advised that payment must be settled before April 1, 2023, at 8:00 AM, MNL time to avoid cancellation. Also, please note that certain unavoidable circumstances such as but not limited to aircraft change, flight schedule or instances due to safety, security, and operational concerns may require us to change your seat.

SEEK APPROVAL Would you like to proceed?”

OFFER PAL PRODUCTS Would you like to add prepaid baggage and choose your seat?

SUMMARIZE THE TRANSACTION Just a recap, we have successfully rebooked your MNLIAO flight on October 1, 2023, with flight number PR1841, leaving MNL at 8:50 AM and arriving at CEB at 10:25 AM. On October 5, 2023, PR2836 will travel from IAO to MNL, leaving IAO at 3:25 AM and arriving in MNL at 4:50 AM. The fare difference is PHP 1,995. I sent the payment link on your email.

SSO For future reference, you can manage your booking through our website, www.philippineairlines.com, and click the "Manage Booking" Tab. For other concerns (Complaint/Feedback) you may use the PAL help page: https://www.philippineairlines.com/en/aboutus/cont act-us/pal-help-page

OFFER FURTHER ASSISTANCE is there anything else that I can help you with for today?

CLOSING SPIEL “Thank you for giving us the chance to connect with you. We will be sending you a survey link shortly via email. We kindly request you to complete it as your feedback holds great value for us. If you have any other concerns, please feel free to reach out to us via our customer support channels at https://www.philippineairlines.com/aboutus/contact -us/global-reservation-hotline. You may also visit our website at www.philippineairlines.com for future reference. Thank you for choosing Philippine Airlines. We look forward to assisting you in the future

Before we proceed, we will rebook your MNL-SIN flight on with flight number PR, leaving MNL at 8:50 AM and arriving at CEB at 10:25 AM. On October 5, 2023, PR2836 will travel from IAO to MNL, leaving IAO at 3:25 AM and arriving in MNL at 4:50 AM. The fare difference is PHP 1,995

I hope for your understanding but, I have limited access to third-party bookings. For booking modifications, the travel agent has to initiate the process. You may coordinate with them for further assistance.

MABUHAY MILES MEMBER Do you currently hold a membership with Mabuhay Miles? If so, would you like to include your Mabuhay Miles on your current booking? If not, you can sign up for free on our website to earn miles and utilize them for future flight reservations. If you have any further questions or concerns, you may directly coordinate with our mabuhay miles department.

I am happy to share with you the benefits of our mabuhay miles program. By simply flying with us, you can earn valuable points that can be used towards exciting rewards. Enrolling is easy, just visit the link provided click here For more information on how to maximize your Mabuhay Miles experience, visit our website. Remember, you can conveniently access or link your Mabuhay Miles at the check-in counter, through manage booking, or with our app. Start earning rewards with every flight today!

TRANSFER R Pax Name, to ensure you receive the best assistance with you lost baggage, I'm going to transfer you over to our Baggage Handling Team. Will that be okay with you? To verify your account send us the following:

P/USA/A44256578/USA/24JAN92/M/28APR34/OSTERLUND/CHRISTOPHER MELAD