Agent (Jocelyn Burgess): Jolina solutions, how can I help you today?
Customer: Yeah, I'd like to speak with Susan pat Bender please.
Agent (Jocelyn Burgess): Unfortunately, Susan is out of the office today. If this is for a booking that's under deposit we here a guest relations can assist you. If not we can find another travel planner that can assist you, assist with your request how can I help you today?
Customer: No, I think I'll she's out of the office. When do she back? And I have a question for he.
Agent (Jocelyn Burgess): I unfortunately, do not know. I do know she's out of office at on vacation at this moment. If you don't mind. I can put you on a brief hold while I find out when her expected return date is.
Customer: Okay.
Customer: Okay, thanks.
Agent (Jocelyn Burgess): Alright, thank you so much for holding. I'll be back.
Agent (Jocelyn Burgess): Alright, thank you so much for holding. So it does look like Susan is due back in the office Monday the twenty third it might not be until later in the day.
Customer: Okay.
Customer: Okay. I'll try. I did. It's just a quick question but I can call, we booked it through Huber this, the unlimited unlimited tour so I can call them directly and ask the question. Usually I do everything through Susan but I can just ask them a simple questions. Alright, thank you.
Agent (Jocelyn Burgess): Okay, well if the booking, oh, okay, I say if the bookings are ready under deposit there's a chance I might be able to answer the question as well.
Customer: Okay, is the question the booking is supposed to be these Ty small groups that says air and land is inclusive, right? The cost of the and yet I went onto my.
Agent (Jocelyn Burgess): Okay.
Customer: Yeah, site because that to enter a lot of a personal information so that they have your contact, inform my contact information, so on so and somewhere there while before I put in the passport information all that it says don't book your flights until you don't book your tickets, until you've completed your payment for your, for your trip because maybe it's canceled or whatever the reason and I thought, well, that doesn't make sense because it's supposed to be inclusive the price. So, I don't under.
Agent (Jocelyn Burgess): Mm-hmm.
Agent (Jocelyn Burgess): So there is an option to book that without the inclusive image, inclusive flights. So that's just a generalized warning during their check-in but if you could provide me either the spelling of your last name or your booking number, I can confirm whether or not your.
Customer: Right.
Customer: Oh, okay. The last name is Bon K-A-B-A-N. Richard and Arlene. Yeah.
Agent (Jocelyn Burgess): Alright, Mr. Cavin perfect give me just a moment to pull that up for you then.
Customer: Shoot.
Agent (Jocelyn Burgess): Are you traveling with M. Arlene? Can perfect. Alright, I have that here ose northern Italy. Departing on May 18th and returning on May 1st.
Customer: Yes, with lien. My last.
Customer: Yes, you need to, you don't need the reservation number. I have that too. Cate.
Agent (Jocelyn Burgess): No, yeah, I have that right here. Alright, so I do see your invoice here, I'm just reviewing it real quick cause their audit, their invoices at odds are always super fun. It looks like here, based on my initial review of your invoices you take it a land only package that the airfare is not included at this time.
Customer: Good.
Customer: Okay, well, here's the thing, the price of it, what I'm sus do, I, we gave him $950 something like that, so the difference, the balance is really what the balance is with there. They're telling me on that website that the balance is on another, you know, $9,500 or whatever, plus 950 makes it around ten, whatever, 105 or $103. And that's what the total would be with there.
Agent (Jocelyn Burgess): Correct, yes.
Agent (Jocelyn Burgess): Okay, cause I see here with your invoice that you have the land only package rate at $4,895 per person and then you added the travel protection plan at $452 per person which raise your overall total to $9,790 and then we process the payment for you of $950. Do you have a remaining balance of $8,840?
Customer: Correct.
Customer: Okay, so, so then what is it, what's 4895 a person. 4895 a person is more than the sus. Us. I don't know that it did not very cool. Okay, I'm gonna have to look at this again because this is silly.
Agent (Jocelyn Burgess): Okay, so what I'll go ahead and do as well is I will reach I will send a message to Susan advising her that there's a little bit of confusion about this booking and then when she's back in the office she'll review it with you and give you a callback as soon as she can. Is that okay or do you want to talk to someone about that now?
Customer: No, no, that's okay but for example, I'm looking at their website so the $2,025 catalog says it's 4695 includes AirLand. Okay, okay, so plus you airline taxes and fees makes it about fifty some $53 and another 452 person, ten something. Yeah, I because otherwise.
Agent (Jocelyn Burgess): So, I would have to get you over to, yeah, I would have to get you over to a travel planner cause I don't have access to that information.
Customer: Yeah, yeah, that's okay, you know what, I'll call them, I'll call honey tomorrow and then if I, if I, if it doesn't seem accurate or clear, or they can clear it up then I'll call back and ask to speak to another travel advisor by you, okay? And I, thank you for your information. Thanks, bye-bye.
Agent (Jocelyn Burgess): Okay.
Agent (Jocelyn Burgess): Okay, gotcha. Uh-huh.
Agent (Jocelyn Burgess): My pleasure. Anything else I can help you with while I have you on the phone?
Customer: No, no, that's good, have a good one. Bye-bye.
Agent (Jocelyn Burgess): Alright. Hey, have you? Yeah, you as well.
Customer: Bye-bye bye-bye.