Agent (Mike Duran): Good afternoon. Thank you for calling with travel gest relations. This is Mike. How can I help you?
Customer: My Mike is Charlie bush. I need to make call and make a payment on a Disney cruise my family's taking this coming March.
Agent (Mike Duran): Okay, what is the booking your confirmation number we're talking about.
Customer: There are, there are three confirmation numbers, reservation numbers on my account. I paid one last week, I need to pay the other 21 that I need to pay today. Is, reservation number 4080.
Customer: 63914. A. Mr. Philip bush.
Agent (Mike Duran): Alright, needs for March of next year the final payment is due on December 11th.
Customer: Yes.
Customer: That's correct.
Agent (Mike Duran): And we haven't noted to user. We haven't noted to use a visa, Indian 0275.
Customer: I was calling to make.
Customer: Yes, that's right.
Agent (Mike Duran): Okay, and you want to make that payment today.
Customer: Yes, no that's that, that'd be the name of my wife Donna bush.
Agent (Mike Duran): I'm sorry, what was what?
Customer: That visa is in my wife's name Donna bush. Okay, yup. Yes, I want, okay, what do you show do on that account?
Agent (Mike Duran): Yes, yes, yes.
Agent (Mike Duran): This one is, 503694.
Customer: $503,694. Yes, that sounds good, right.
Agent (Mike Duran): Okay, so we can get that.
Customer: Now let me, let me ask you a question cause I'm a little confused, I mean, the last time I booked the cruise with you all and, and did it, the rebate came after I paid the Oceana totally in full. If you all change your policy or, or this need do a different or when they make your final payment. The, this, the rebate is given the.
Agent (Mike Duran): I've been here for five years and the rebates are given about ten days prior to departure.
Customer: Okay. Alright, got you. Okay.
Agent (Mike Duran): And I'm trying to see here. So this one, doesn't this one, this trip, is, it noted to get a rebate, it's noted to get a discount.
Customer: So basically the rebate is, is, is the factored into the final payment.
Agent (Mike Duran): Yeah, there is, there, so there, yeah, so, so we're giving you a discount of $458 on this reservation.
Customer: Is there no way I was working at it?
Customer: That, that's right, okay, that, that's what was confusing me when I paid the first part of a week ago. But that's it. It all worked out the same, it just handle a little bit different differently.
Agent (Mike Duran): Right.
Customer: Okay. Alright, yeah, that's fine. So, is, is that all you need on that account or need something else where I go to the last account?
Agent (Mike Duran): Hold on let me get some.
Agent (Mike Duran): Okay, so this one you want to pay today? What's the other reservation?
Customer: Let me, let me, let me get to that. Hang on one second please.
Customer: My name is Charlie bush.
Customer: Me, it's the number you're ready for the number 4080.
Agent (Mike Duran): Yes.
Customer: 6465.
Customer: And I'm sorry, your name was Mike. Okay.
Agent (Mike Duran): Yes.
Customer: You find that account.
Agent (Mike Duran): I'm working on it. Yup, there is.
Customer: Okay.
Agent (Mike Duran): And so sy trip also for the same dates, same final payment due date. This one, we show final payment scheduled to be in Saint visa, 0275.
Customer: Yup.
Agent (Mike Duran): Okay, this one, I show a balance due $3,800.
Customer: 371684 you said.
Agent (Mike Duran): Yes sir.
Customer: Okay, yeah, that's fine.
Agent (Mike Duran): Yeah, you want this one pay today as well?
Customer: Yes sir.
Agent (Mike Duran): Okay.
Agent (Mike Duran): Okay, I can, we can get that taken care of. Reach you for you today. Once that's completed you'll get a updated invoice for both.
Customer: You, you're breaking up. I lost you. Are you still there Mike? Okay.
Agent (Mike Duran): Well, I'm here. We'll get that completed for you today. Once it's completed you'll get it an updated invoice that it's done.
Customer: Is this from you all or from Disney? Do we get any correspondence from Disney or it's all from you?
Agent (Mike Duran): Typically it's going to be from us. Any correspondence from Disney will come to us, we'll forward to you so we'll send you the invoices that are, are relevant to this reservations, these reservations.
Customer: Okay.
Customer: Okay. What else will receive from me that you are Disney prior? The cruise we've never gone on this before.
Agent (Mike Duran): I'm not sure, I haven't been on a G. cruise either you might want to send would fez back you can ask her what, what it will come from there there'll be documents that towards the end before you leave when the trip but I, I'm not a $100 percent sure exactly what it'll come from them.
Customer: Okay, that's fine.
Customer: Okay.
Customer: I'll talk to let me ask you one of those questions I'll let you go last year my wife was trying to book something with a in in January. Is January, is there early January? Just a swap time for you all what is your busiest time of the year?
Agent (Mike Duran): That now is we, we're starting to get busy now and then yeah, the first quarter of the year is usually the busiest time of year.
Customer: Okay, yeah, cause feel a slow to respond to my wife and my wife was getting all upset and I said that don't worry about, you know, look, I'm sure feel a slot so I just find everything better. I would just try better understand when you all are swamped and when it's best to call you all, when it's not best, it's best just leave you a alongs swap the business.
Agent (Mike Duran): Well, you know, there, she, yeah.
Agent (Mike Duran): Well.
Agent (Mike Duran): So, you know the truth is there worst.
Agent (Mike Duran): All year the, the season it's called the wave season and the busy season for bookings across the board is the first quarter of the year but our guest book multiple trips for multiple years out. So we're already booking some guests for 2026 so you know, I would say.
Customer: Okay.
Customer: Okay.
Customer: Right.
Customer: Yup.
Agent (Mike Duran): Like, you're doing like you've said, you know, give her a little bit of, have a little bit of patience but you know, there's still shouldn't be a reasonable expectation of response. I think.
Customer: So I don't see it does a great job my, my wife was just frustrated can see you wouldn't call her back she always gave her a short text but I was just trying to better appreciate what fee is going through.
Agent (Mike Duran): Yeah, and, and, and what we've tried to do is, so, so ha, would be the one that has to your reservation but then we've added, you know, we're unique travel agency and that we've added a servicing department, which is my department. So we can take care of these request so you don't have to wait for her and any other, any other servicing request to your reservations you have us and there's, and there, there's.
Customer: Uh-huh.
Customer: Yes.
Customer: Yeah. And I know that you have an error department so fee doesn't have to handle it.
Agent (Mike Duran): And we have an air department as well, we have an accountant that handles the payments. In this case, I may handle the payments for you.
Customer: Right.
Agent (Mike Duran): So, you know, you have the entire company at your disposal. There's a few things that are mandated that fa has to do, she's your personal travel planner, she has to do the bookings, she'll find you the best itineraries, the best pricing and give you all that for you. Once it's deposited then you, then you'll be noticed a lot of your requests are delegated to us and or once you have our email, you can even send your request directly to us as well.
Customer: Right.
Customer: Well.
Agent (Mike Duran): But you know, it, it's, and we're hiring all the time, so try to enhance our response time. So, the more the more service agents we have the more freedom Fe, has, is, is the concept. So then she can respond to you quicker. But I think you, you understand it perfectly. That you know, there's, there's gonna be a little bit of a lag. Our expectation is 24 to forty 8:00 minimum and, and she should be at the very least, you should tell you like you said, you know, I'm working on it. I'll get back to you there should always be communication that should be your expectation is there should always be communication will, will the action take please immediately sometimes, yes, sometimes, no, but I think you understand that completely in that.
Customer: Okay.
Customer: Yup.
Customer: Right.
Customer: I, I completely understand that.
Agent (Mike Duran): Yeah, so, I just want to reiterate that and that you understand you know, how the business is. So to speak the industry has it has it ups and downs and, and busy times. So when the industry has a busy time like, the first quarter of the year that.
Customer: Okay.
Customer: Yeah.
Agent (Mike Duran): You success Bates how busy we are as well. We're always busy cause we have a lot of guests and not a lot of travel lenders, but that should be.
Customer: Right.
Agent (Mike Duran): Our goal is that is transparent to you. You know our being busy can't affect our service standards to you because if we, if that happens then we're less busy because we lose you as a guest and we and we don't, we never want to do that. We want you to feel like a VIP we want you to feel like an extended part of the publish travel family and you should always have an expectation of exceptional customer service, no matter who you're talking to that is the standard. Mr. built this company on. So, that should always be your expectation. So, even your wife you know that you know if she gets a little frustrated when it's not immediate but you know with you there to buffer that a little bit. I think it'll, it'll work great but you know we're.
Customer: Right.
Agent (Mike Duran): We're at your disposal you have more than one department to, to get to, to, to get take care of your request as-is like you said, she's a great travel Pann she's sometimes she gets a little overwhelmed but in the end, we just have the expectation to offer you exceptional customer service to offer you timely responses and, and to service your travel needs that is, that is the fundamental core of the company and, and should you ever fuel it's not quite.
Customer: Okay, good.
Agent (Mike Duran): We're not quite living up to those standards. Let us know cause we, we're always looking to get better and.
Customer: Let me ask quick quick question. So, if I understand we need to go to the travel agent or to the agent itself would just the inter fee does a great job. I've always been very pleased with the you but that once it's booked you know we don't need anymore necessarily we can handle everything else a Missy through the rest of the office is that correct?
Agent (Mike Duran): That can be correct, yeah, cause a lot of times she's gonna just direct I forward your email and delegated to the appropriate department but you know, you, once you, yeah, well, that's, that is, that can be true. Yeah, there, there may be some request that we will have to go to her just depends on the request. But, yeah, you once you have, I think you're getting it now. Once you understand how our whole process works, then you can kinda just skip the one step and go directly to the department. That's gonna just really handle your service request and we're happy to do it that way as well. Cause she's fee is always going to be copied on our interactions with you. She's copied on every email, she's going to be aware of what's happening, but, yeah, if you.
Customer: Correct, or so no reason we run it to her.
Customer: Yeah, yup.
Agent (Mike Duran): I think the, you're hitting the nail right on the head. I just want to, you know, re emphasize that she is your personal travel punter. She should still be available to you and she's it will be a resource. But once you understand, you know, the dynamics of how we're gonna manage your reservation you can streamline that process significantly knowing that and understanding how we work and that. And I think that'll probably alleviate some of your wife frustrations as well. And, and you knowing how to manipulate the process is we use, well just make things better across the board.
Customer: Right.
Customer: Right.
Customer: Okay, well, great, I appreciate your time Stefano. We all set, Mike.
Agent (Mike Duran): We're all set. Thank you sir for calling and, and I'll get this taken care of for you today.
Customer: Okay.
Customer: You've been a great help. Thank you. Bye.
Agent (Mike Duran): Hey, thank you sir. Have a great day. Bye-bye.