Customer: Edward.
Agent (Christopher Armendariz): Hi Edward. This is Chris calling from the air department at PAS travel, how are you today?
Customer: Oh, yes. They said you're the man that can answer all my questions.
Agent (Christopher Armendariz): Let's see how I can answer them. Yes, for sure I am here at your disposal though. First of all how are you though? Hopefully everything's going okay besides.
Customer: Okay, you want me to explain your my situation.
Agent (Christopher Armendariz): Side, yeah, go ahead, I have notes as to everything that's going on but go ahead to hear your perspective of course.
Customer: Well, my perspective is.
Customer: I'm a very long, long customer of Pavlus, I used to work with one of your people now Denise Frits and it was nice to talk to her yesterday when I tried to work things out. I haven't talked to nice in a while since she was I but you know and I now I've been working with Lauren for a long time and you know, I understand how you guys operate and everything but I'm really frustrated because I'm normally I buy all my own here and I like the meeting control of things but if I'm going to get a tauck. A rebate on the top I know I have to buy it here from you guys.
Customer: And so I did a lot of studying and found I booked back to back how cruises and I south book them and I'm having Lauren pick them up and transferring to Patl she did that today and but then when I went to book the air, I found a really good price online and you know, it's available the public, it's right there. If you go on the website it just you know, Chris is, is an individual just buying for your family, you know, on your home computer or you can get my airfare for around $5,400 for two people and when you guys priced it out, it's about 6465. So it's a thousand dollar difference. So, I got an email from Lauren. Say, well, you know, you're getting a $2,300 rebate.
Customer: On the air. So yeah, you're, you know, you're paying $1,000 more but you're getting plan auto rebate. And I, you know, a $2,300 rebate and when I hit and you know, and I text her back isn't there's something that can be done. Because this is crazy, I mean, this is not a good look for if forty percent of my rebate is being taken up by inflated airfare. So, I just wondered if there's anything that can be done about it. It seems pretty, pretty not it doesn't seem to be the way to pal.
Customer: It, it's not a good look for powers is what you know and that's what I'm planning to tell Aaron tomorrow and I, if I talked to her I mean, I just don't think it's right but I guess you guys are confined by different requirements. And what, you know, what you know, what you can do at home on your home computer computer or what, how does this work?
Agent (Christopher Armendariz): Yeah, I know. I appreciate the question and bring it to our attention for sure and completely understand your perspective. You know, if you see a price that's available out there that you can obtain, you know, why would it not be the price that we can obtain for you, completely understandable. Now, regarding pricing you know we're bound by the software that we use that the consortium uses gives for us to use as we are. You know travel agency under their banner. You know they have contracts with the airlines and that's what we are bound by, by these contracts with the airlines and our consortium you know searching through the software. I would say nine out of ten times we do see that the pricing is exactly what you can obtain.
Agent (Christopher Armendariz): And I just do say nine out of ten cause once in a while we do see this kind of situation come up that for whatever reason, you know, the airline says, well, you know, this is going to be your contract and if the guest you know, search well enough, you know, they may be able to obtain something lower and that's not something that's transparent, right?
Customer: Well, this wasn't hard, this wasn't hard, this was just a quick, this was just going on the united website and that's the price that came up and I didn't, you know, search through ninety different Google searches and this wasn't some, you know, this wasn't some business class a bult buyer. This is just, you know, if you, if you are buying for yourself and you head choice of buying your work or buying it on your home computer. What was you did you buy it on your own computer except them in this little trap situation because the only way I can get a rebate is the by air from me, okay? So there's a.
Agent (Christopher Armendariz): Yeah.
Agent (Christopher Armendariz): Yeah, yeah.
Agent (Christopher Armendariz): Yeah.
Agent (Christopher Armendariz): Yeah.
Agent (Christopher Armendariz): Mm-hmm.
Agent (Christopher Armendariz): Yeah, yeah, no understandable. And.
Agent (Christopher Armendariz): And I know Raby yeah, there you know there isn't like some kind of manual override that we can do or there isn't work around in like that now you know you alluded to the fact that yes, you know, you are a longtime Booker with tablets, you know and we of course value your business with us and I spoke with you know, I am part for the management team and I spoke with one of our other two managers just to come to a general consensus here yeah, and we agree that as a one time we can cover that difference. We can include it with your rebate check that you'll be receiving so, you do have to pay for the price that we're obtaining right now for you but we're going to include that difference in the rebate that way you know you get that money back.
Customer: That's wonderful. That's why you guys are so good. And that's, even if I was initially disappointed, I really, really appreciate.
Agent (Christopher Armendariz): Yeah, no, no, like I said, it, it's our pleasure. You know we do value your business and we understand that these types of situations can't be frustrating. Like I said, they don't happen often and you know we don't want you to be under the impression that you know we're trying to, you know do some kind of underhanded Rick here trying to inflate prices like we're bound by these contracts and yeah you know a lot of guess op to book a independently from us. Because, like I mentioned that one out of ten times they're able to get it for a lower fair Fay it themselves and of course you know the harm, you know no follow at all and guess wanted to book your independently from us. But you know, like I said as a courtesy as a one time we just we're willing to do that but.
Customer: Okay. Yeah. Do you have a copy of what? You have a copy of what the price was? Or do you want me to, cause I sent it in an email and then let the drop for just a little more but I sent a screenshot for Denise last night. Do you want me to say the screenshot I said which is still on the web I can see it's still, it's still available. You.
Agent (Christopher Armendariz): It.
Agent (Christopher Armendariz): Yeah.
Agent (Christopher Armendariz): Yeah, so if you don't mind I can definitely review that with you because I have your profile open and is great with all of her notes and she's very thorough I have here which she noted and I do have your emails as well from her. So I know Lauren had advised you 3232 per person is the lowest that we can get and what you had.
Customer: Yeah, and then I just sent back to her. Is there anything you can do but then she probably shut down. Lauren is super, super good when she's working but I respect her evening, she likes her private time. God bless her.
Agent (Christopher Armendariz): Yeah.
Agent (Christopher Armendariz): Yeah, yeah, yeah, no, I think her off time begins at 4:00 PM Mountain Standard Time. Which is around time. She sent that email and.
Customer: Yeah, actually, it's actually 530 eastern. So but which is, it's 530 eastern but she was still emailing it 56 so eastern. So, you know, god bless her. God bless her. Let me I mean, I can, what do you want me to look right now, I, I'm in do it or what do you want? I mean, I have it all here. You can.
Agent (Christopher Armendariz): Yeah.
Agent (Christopher Armendariz): Yeah. Yeah, yeah. Okay, and yes.
Agent (Christopher Armendariz): Yeah, and, and we have ready to, I actually have Dennis standing by. We're waiting to pull the trigger and what she had in her notes here that you had advised was $2,979.01 so that was a dis print of.
Customer: Hang on let me see. Yeah, I wanna see, what I just a second. No it was word it was better than that let me, oh, shit. Let me, let me go. Could you mind if I look at it online right now cause I sent Lauren and not that it went down. Don't worry, you're not gonna, it's not gonna cost you millions I promise. Hang on. Do you mind if I do it right now?
Agent (Christopher Armendariz): Mm-hmm yeah, go ahead.
Customer: Okay, let's see, I got it, I'm nervous now I'm under depression. Hang on, hang on let's see, I'm going from Brussels.
Agent (Christopher Armendariz): No.
Customer: EWR.
Customer: Seventh April twenty fifth fine flights.
Customer: Hang on and this is business class going and coming back in PE premium currently.
Agent (Christopher Armendariz): Yeah, and for our records I can begin looking that up to see what you're seeing as well. Who's website are you on right now?
Customer: Okay, I'm seeing, I'm seeing, yeah I'm seeing 2728 a person, oh one person.
Customer: I can either screen that you want me a screenshot and send that to you or do you want to do it.
Agent (Christopher Armendariz): Okay, and.
Agent (Christopher Armendariz): Yeah, I can look it up. What website is this?
Customer: United.
Agent (Christopher Armendariz): United. Okay, but they're not.
Customer: And I'm going from New York to Porto.
Customer: One of the few non-stops at smaller city and then Brussels to New York to New York and I'm doing open, I'm doing my own ticketing within Europe to get from one, I'm doing back to back cruisers but that's why I'm coming home from Brussels but I, I'm flying to port to port. I'm coming home from Russell, cause I'm doing two tow cruisers.
Agent (Christopher Armendariz): Okay.
Customer: Ers so that would be what 5456 is my brains working tonight?
Agent (Christopher Armendariz): I don't, you know it's with that for me. It's working slow right now.
Customer: And your, I'll just, I can email this to you. Which email?
Agent (Christopher Armendariz): And the?
Agent (Christopher Armendariz): Yeah, let's see that air @ablistravel.com.
Customer: Your name is there uh-huh.
Agent (Christopher Armendariz): That's the inbox that I manage. So that's the very first inbox that I see and that I assigned stuff from there. So yes, first name, last name line.
Customer: I'm just, I'm just hiring, I'm just having.
Customer: Okay. The subject, the sub, the subject. Yeah, the subject will be blank.
Agent (Christopher Armendariz): Okay, that'll be good.
Customer: And I get it for one person but it comes out double.
Agent (Christopher Armendariz): Okay.
Agent (Christopher Armendariz): Let me try refreshing see if it came in.
Agent (Christopher Armendariz): Yeah.
Customer: And I also sent you the details on the flights for purposes of seat selection on our frequent flyer numbers. I think you guys have booked Americ you guys have booked American with us before. In fact, we're leaving on a, on your tickets in, in twelve days to do a Paris, to do a talk to him.
Agent (Christopher Armendariz): Oh, perfect.
Agent (Christopher Armendariz): Okay. Yes! I got here.
Customer: Did you have both emails? The screenshot and the, and my specifics?
Agent (Christopher Armendariz): Just came in with the screenshot and I'm waiting for the other one, but that's okay while I wait for that one. Let me just do the calculation here.
Agent (Christopher Armendariz): 28.
Customer: And at, we should have my credit card but I can give it to you if Denise needs what you need.
Agent (Christopher Armendariz): He did want to confirm which one. I believe that there's two on file sent an American Express.
Customer: There are, there are but I use a Amex, I gave them the united. I gave him the visa because I needed for phonic cruise at one point which doesn't take Amex but are using am I use the Amex platinum.
Agent (Christopher Armendariz): Okay, Derek.
Agent (Christopher Armendariz): Okay, I'll make a note of that.
Agent (Christopher Armendariz): And let's see, still waiting for the email for the C. preference.
Customer: Come on systems. I can.
Agent (Christopher Armendariz): You know, when there's a delay, when you don't want it to be delayed way.
Customer: What's the? What's the old watch pot? Never boils you turn your head away from the computer it will.
Agent (Christopher Armendariz): Exactly! I love that. Rase.
Customer: But I guess it, I guess it is a modern version of a wash pot, never boils.
Agent (Christopher Armendariz): Very true.
Agent (Christopher Armendariz): Exactly.
Customer: I can send it again if you think it's didn't go.
Agent (Christopher Armendariz): It maybe that won't be necessary I think it's just the.
Customer: I got it. Thank you for your message for on both of them from the air department. So I know you got it.
Agent (Christopher Armendariz): Okay, perfect. Yeah, there's probably a delay showing it. Oh, yup, there it is.
Customer: And so that seats frequent flyer numbers, you name it should everything you need to do a perfect job for us it should be in there.
Agent (Christopher Armendariz): So let's do this if you don't mind I'm gonna place you on a brief hold and see the current pricing that Denise is getting on it. Just to try one more time to match it exactly if not, like I said, we'll see what we can do to match it up because as of right now.
Customer: Oh, hey, I'm here.
Agent (Christopher Armendariz): Cause of right now it seems like it's a $1,000 difference and it was only $500 before. So let me see what's going on. I'm gonna place you on a brief hold.
Customer: Okay.
Agent (Christopher Armendariz): Okay, thank you.
Agent (Christopher Armendariz): Hi, thank you for holding.
Customer: I made an error, I made a horrible error. I booked coming home in the economy and, and I redid it and you only, the difference is only a couple of $100.
Agent (Christopher Armendariz): Okay, I'm going crazy trying to figure out cause even the admissions don't mind.
Customer: Do I, this is my mistake, I I think I think what happened was, what I sent, what I sent Lauren last night was accurate. And I think it may have gone up just a little bit. But but that low number was using the economy, because I went ahead about doing the booking and I wanted to charge me per luggage and I said they don't do that before economy and I went back through and saw that a grab economy so for the return, so that's why the new number is 3034.01 is where I got.
Agent (Christopher Armendariz): Mm-hmm.
Agent (Christopher Armendariz): Mm-hmm.
Agent (Christopher Armendariz): Mm-hmm.
Agent (Christopher Armendariz): Okay, so let me.
Customer: And I can screenshot that for you. Or you can, believe me the maybe the second time I did it, I am, this is, I totally apologize my principal. I was right in principal. But the number was way overstated on just dive ti. I'm really, I'm sorry.
Agent (Christopher Armendariz): No, let's.
Agent (Christopher Armendariz): Yeah, no, that, that's quite alright. Like I said I'm just trying to get everything as accurate as possible on my end as well. I don't, I don't wanna make any mistakes either.
Customer: I screwed up. I screwed up but my original argument is still hold, there's still a, some of savings that I, you can get on yourself unless you couldn't get a blue 3232 for 3234 whatever it was.
Agent (Christopher Armendariz): That is the price that we can get it at $3,232. So on our end it comes to what you gave Lauren it's like a $500 difference total $250 per person, cause it was like a twenty something but.
Customer: Yeah, yeah, if you wanna, if you want to use that, if you want to use that would be nice. That's what it was yesterday. I think it's got, it's now it's three, it's 3034 went up. So if you wanna you can do whatever you want, between those two difference.
Agent (Christopher Armendariz): Exactly, right.
Agent (Christopher Armendariz): Yeah, I see you went up a little bit yesterday but we'll stick to the number from yesterday.
Customer: Ference okay, thank you and I really apologize for that craziness tonight. So, I was right in principal in questioning it but then when I went to do, I'm sorry.
Agent (Christopher Armendariz): Yeah, I know. That's okay.
Agent (Christopher Armendariz): Oh, that's quite alright so now regarding seats because that's the one more thing I wanted to lock into. I got your email.
Agent (Christopher Armendariz): See what Denise said. Cause like I mentioned, I have Denise standing by on it.
Agent (Christopher Armendariz): Two E-N-F.
Customer: I think I was yeah, I was I think I was pretty specific and the email.
Agent (Christopher Armendariz): Yeah, two EF 21 AC. Let me see what she has. Two EF 21 AC. Okay, yes, those are the seats that she's trying to confirm for you. So let's do this, I don't want to take more of your time. I'm gonna go ahead and have her Recep.
Customer: I'm here tonight. No, no, I, I'm retired, I'm here, I'm retired, I'm at home. I can do whatever it takes.
Agent (Christopher Armendariz): Okay. Sounds good. So so let's do this either way I have to contact Denise right now. Tell her to go ahead and pull the trigger and like I mentioned, it'll be $30 232 and a penny that'll be charged so a total of $6,464.02 and then we're gonna increase your rebate that 250 per percent of $500 total. Let me see what Lauren had said.
Customer: Okay. So, so whatever numbers, whatever number let's see, she gave me, let me see her email.
Agent (Christopher Armendariz): 2362.
Customer: Hang on. Yeah, large purchase approved it went through I American Express is always quick to email me. Hang on. Okay, so my inbox from Denise from Lauren says, yeah, rebate $2,362. So you'll make that $2,862.
Agent (Christopher Armendariz): Correct.
Customer: That's very nice and I'm sorry for I'm very cheaper.
Agent (Christopher Armendariz): Oh, no, no, no, no, no, need, you know, it happens to all of us for sure and you know, like I said, I wanna make sure it says as accurate as possible for you. You know, we want to take care of you, of course. So I'm gonna go ahead and call Denise now, get these tickets booked for you, get your seats assigned. If she runs into any issues with seats, she will make you aware. But, of course, we're gonna proceed with getting this now. So, you know, nothing else changes in price, we get it locked in right now.
Customer: Okay.
Customer: Yeah, well it looks like she did, because American Express is, the charge has been made, so.
Agent (Christopher Armendariz): Oh, okay. So I guess I need to reach out to her and make sure that it all looks good then.
Customer: I got an email from now.
Customer: Alright, thank you so much. I appreciate it and I can probably even go into my V. united website and sign in and they may show up but and if there's any issues, I'll let you know, I'll let you know and your name again your full name is Chris.
Agent (Christopher Armendariz): Yeah, yeah.
Agent (Christopher Armendariz): Yeah, Chris and I'm the director of the air department here at Ablis.
Agent (Christopher Armendariz): Lis and yeah, I do see that she did proceed with that.
Customer: Okay, and, and.
Customer: And Lauren will, we'll know all this.
Agent (Christopher Armendariz): Correct, yes, this is all noted. She'll come in seeing all this and she'll be like okay if she knows what to do exactly in the morning.
Customer: Okay, that's fine. So then they'll send me, so she'll send me the confirmation of the air or Denise will send me the confirmation.
Agent (Christopher Armendariz): Dennise will I see that she's in the middle of actually processing it right now.
Customer: Mation, okay, so I'm getting that from that's terrific. Okay the only.
Agent (Christopher Armendariz): Mm-hmm yeah, probably like ten more minutes.
Customer: Okay, yeah, a good thing for me was it I got to talk to NIS for the first time in four years. I used to work. I worked with it for many years, so it was nice to talk to her even under the cert.
Agent (Christopher Armendariz): Very nice. Yeah, she didn't mentioned that she's like, yeah, he's my guess I used to help them all the time. Cause she wrote me into this yesterday and she was telling me that there was an issue with pricing and you know, I was hoping that it would be resolved in one way or another but yeah, it looks like we did looks like we got that squared away for you.
Customer: Yeah, okay, thank you so much.
Agent (Christopher Armendariz): Of course. No, my pleasure. I hope you have a wonderful evening and yeah, let us know if you need anything else.
Customer: Okay, okay and if I went, if I want to correspond with you I just send it to a attention Chris.
Agent (Christopher Armendariz): Exactly, yes and I'll definitely have my attention.
Customer: Okay, thank you much. Bye-bye.
Agent (Christopher Armendariz): Yes, it's my pleasure. Bye-bye.