Agent (Michael Escobar): Hi, this is Michael with the palace family or department. How can I be of assistance say?
Customer: Yeah, hey, my name is Kevin Ros, I just got a call from Leanne about thirty minutes ago and where I need to change a flight that I have she was going to put something in a record is Lyanne around.
Agent (Michael Escobar): Oh.
Agent (Michael Escobar): Miss Leanne is on another call at the moment I'm just shooting her messages message she how much longer she'll be but in the meantime I, you're going with Viking, right? I believe she told me about your situation.
Customer: Yeah, it's.
Customer: Yeah, yeah, I'm on a Viking cruise but we booked our air through pathway.
Agent (Michael Escobar): This pulled up here while we're waiting on a response from him just a moment.
Agent (Michael Escobar): Alright. So Viking left us a voicemail, unfortunately telling us that you have to change your flight to be after 11:00 AM now. This is, that wasn't necessarily in place whenever you booked your current flight. So, but.
Customer: Yeah.
Customer: Right.
Customer: No, it wasn't because originally, originally Viking put us on an 8:00 AM out of Toronto.
Agent (Michael Escobar): Yeah, so Ms. Pam didn't have any way of knowing that they would change this unfortunately and they may change their rules again based on the sounds of it they're not too. They haven't gotten that locked in exactly of when the ship will begin and support. But as of right now they do require that if you want to use transfers and be assured that you'll be able to get to the plane in time. We do have to change your flights.
Agent (Michael Escobar): They clarify that they will not handle the cost up front. We already spoke to their management team about that for the $436 per person that it will take the change to a later flight. They said we can file a claim after the cruise with their reimbursement department but before the cruise they won't guarantee anything. Unfortunately.
Customer: Yeah.
Customer: What?
Customer: Yeah.
Customer: So do we, do we know when the Viking? So nobody knows when the Viking ship is going to show up in Toronto. Is that what I'm hearing?
Agent (Michael Escobar): So, they are supposed to be getting in at midnight, but there's apparently, some concerns that they won't be getting in at that time and until those concerns have been straightened out. And they know for sure this is what they're saying. And there, it wasn't likely that it was going to change from what we were told but we were told that it could change going forward.
Customer: Yeah.
Customer: Right.
Customer: Yeah.
Customer: So, I'm kinda cutting that catch 22 they want me to spend $400 to change the flight that I may not change and it's $400 each.
Agent (Michael Escobar): Yes sir.
Customer: So in theory I could get my own transfer at four in the morning and catch my normal flight, you know, I'm being hypothetical here.
Agent (Michael Escobar): In theory, assuming that the ship gets in enough time for you this invoice and everything like that.
Customer: Yeah, alright.
Customer: We're going to know when are they going to know when the ship is going to be in Toronto, when is that going to be locked out?
Agent (Michael Escobar): They don't know that information unfortunately cause they were pretty, it was pretty set in stone that they were going to be there by midnight and now they've been some concern or another they couldn't really give us any more concrete explanation than that. And now they are requiring fights after a while.
Customer: Right.
Customer: Yeah, cause we don't, we don't check that. We can carry out and carry out bags. You know, we can get our own transfer out to us. I just want to know when they don't know, yeah, I'll let you know. So, oh, I, like I said, I, you guys got me, yeah, this is a really bad situation for me cause I hate to spend $800 to change something. I may not need to change if you know what I mean.
Agent (Michael Escobar): Yeah, we, we've escalated this to our management team to see if they could reach out to Viking's. Management team and try and get you know, in contact with someone higher up who might be able to give us some more concrete information as of, you know, talking to those kinds of people, takes a little bit of time and we're just notified of this. So we haven't heard back as we are.
Customer: Yeah.
Customer: Okay.
Customer: No, yeah, that's fine. Yeah, I just, I hate to I just take, like had to change something and then find out that we're going to get there at midnight scheduled and I just been $800 to fly home eight hours later than I was you know. Yeah, alright. Well, I can, should I call Pam Chavez tomorrow, who should I follow up with?
Agent (Michael Escobar): Ms. Pam is also waiting on that management let me try and follow up with them and just see if they have an ETA on when they might hear back from their contacts and then.
Customer: Yeah.
Customer: Yeah, like I said, I okay, that's cool cause I hate to change all the flights and spend $800 to find out that they're going to be on schedule, it's just, it's just frustrating so.
Agent (Michael Escobar): No, that's certainly understandable.
Customer: Alright, yeah, I can, yeah, I can call him tomorrow or no or Craig's to learn somebody and see what they say.
Agent (Michael Escobar): Yeah, we'll see what we can find out for you.
Customer: Alright. Yup. Yeah. Yeah, if you could shoot a text or email or whatever you guys do to to Pam and whoever else, Leanna, whoever needs to work this. I appreciate it.
Agent (Michael Escobar): Yes, sir, we'll do and we'll get you some information as soon as we can.
Customer: Alright. Great. Hey, thanks, I appreciate it. Have a good one.
Agent (Michael Escobar): You too bye-bye.
Customer: Bye.