Agent (Denise Fritz): Travel air department did you speak to I help you?
Customer: Yeah.
Customer: Yes, this is Charlie bush and we booked a phrase cruise door to door and I've been waiting to receive information on the air they've picked for us but we haven't heard anything so I thought I'd give you a call.
Agent (Denise Fritz): Okay. So you already put in a request.
Customer: I don't know how the system was, we've never gone through silvers and have that I mean, the past, we've used Ian and they've notified us but I mean, maybe still receives different.
Agent (Denise Fritz): Oh, okay, okay.
Agent (Denise Fritz): Well, let's see let me move something to and.
Agent (Denise Fritz): Do you happen to have your booking number?
Customer: Yes, I do. It's 213469 dash 25.
Customer: It's for a cruise. The South America exchange this coming January.
Agent (Denise Fritz): Hello.
Agent (Denise Fritz): Pull it up and see.
Customer: And your name was?
Agent (Denise Fritz): Denise.
Customer: Denise. Okay, I I'm sorry I missed it.
Agent (Denise Fritz): Nope! That's okay. Let me see if I can find it.
Agent (Denise Fritz): Okay.
Agent (Denise Fritz): Okay, for Charles and Donna. Okay, let me just look at the notes here and see.
Customer: Yes ma'am.
Agent (Denise Fritz): A put any notes in there, is it usually just put it on there and send it over and then if we aren't happy then we go to them and change it but let me see, I can find anything in here.
Agent (Denise Fritz): If anything was done with it.
Customer: No, no, not, nothing happened so on my part today?
Agent (Denise Fritz): Yeah, let's see.
Customer: I mean, does he guest initiate the, we press for airfare. Is that what happens? I don't have no idea.
Agent (Denise Fritz): Well, let me look and see, they usually just.
Customer: Sana didn't do it that way but maybe Silversea different.
Agent (Denise Fritz): Yeah.
Agent (Denise Fritz): Let's see there was a email. Let me see what this email is.
Agent (Denise Fritz): Do you remember filling out guest information form?
Customer: Yes ma'am. Uh-huh I've done that, I got notice from you guys and I hadn't done it. So I completed that this morning and I verified with, still received this morning when I called them that, yes, they're happy to get you completed.
Agent (Denise Fritz): Okay, okay.
Agent (Denise Fritz): Okay, yeah.
Agent (Denise Fritz): Okay, good. Cause usually that something has to be done first. And I've seen on our invoice, it looks like M. had put on your flying from Dallas, Fort Worth business class.
Agent (Denise Fritz): See, I don't see any other notes in that. Were you gonna deviate the air dates at all. It looks, let me find a copy of the booking here on the dates.
Agent (Denise Fritz): Cause the cruise, it looks like the cruise starts on January 15th and ends on February 2nd.
Customer: That's correct.
Agent (Denise Fritz): Okay. And were you going to go in any earlier or stay any longer?
Customer: Is there a fee involved or how does this work with a server fee?
Agent (Denise Fritz): If you take their package or hotel then it'll automatically adjust the air dates for us. Otherwise, if you want to go in early or stay later at the leave, let me grab my sheet. I believe they charge air deviation fee to do that. Let me see if I wanna say it's $100 a person but let me just totally double-check we're always changing. Let's see.
Customer: Uh-huh.
Customer: Okay, understand.
Agent (Denise Fritz): Really. Ticketing.
Agent (Denise Fritz): Credit, oh, air deviation, cost to change like the dates it's $150 per person to do that if you were going to go it on your own.
Customer: And that's, and that's, and, and we can deviate both the arrival date and the departure date.
Agent (Denise Fritz): Sure. Yeah, yeah, we just tell which way you want to go and.
Customer: But, but, I mean, if I, if I, if I arrive two days early and leave two days late then it's gonna cost is $150 per person. The total of $300 for my wife and I for all those changes, right? Okay.
Agent (Denise Fritz): Unless we take their pre im, post packages or hotel. Yeah, then they won't charge you that.
Customer: What you're not going, we're not gonna do that so the way it is now and, and, and I assume if we do that, we're also gonna lose the transportation from the air to them, from the airport and the ship, right?
Agent (Denise Fritz): Okay.
Agent (Denise Fritz): Yeah, yeah.
Customer: So, in order to get their transfer from the airport through ship and the ship back to the airport, we've got to take their arrival date and departure date, right? Okay, okay, and, and that.
Agent (Denise Fritz): Yeah, yeah, or to, or take their hotels sometimes their hotel packages. It depends what you know, on the city. Sometimes it's a pretty good deal, sometimes it's outrageous. It just kinda depends on the actual city what their contract is.
Customer: Okay, and, and then it, but even then the, even though we take their. Oh, okay, so if you take their package, okay, so I.
Agent (Denise Fritz): It should include the transfer still. I'd have to double-check on it but I'm almost sure it does still include the transfers if you take the package.
Customer: So what?
Customer: But the package are typically like three day packages, right or two day, two or three day packages.
Agent (Denise Fritz): I'd have to check and see what they're offering cause it doesn't list anything here on what I'm looking at.
Customer: Yeah, if you could check quickly. I appreciate it if it could take a lot of, take a lot of time I'm not sure it's worth it.
Agent (Denise Fritz): Yeah, I'll have to give them a call. Yeah.
Agent (Denise Fritz): Check three, just two nights, right? Three night post.
Agent (Denise Fritz): So, say, yeah, you can give him a call today and find out.
Agent (Denise Fritz): And then.
Customer: Okay. Alright.
Agent (Denise Fritz): Let you know what they say as far as what's included as well.
Customer: Okay. So, the way, this whole thing in order for me to get the times that they have in mind for the airfare.
Customer: They pretty much can give us the bet flight time it's a fewer connections or I don't know how this works. I mean, I've always looked at a bit of.
Agent (Denise Fritz): Yeah, oh, usually what happens, yeah, usually what we do is we give him a call and then, you know, tell them, you know, you're ready to book the air, you fill out your information online and then you know, usually I ask, you know, if there's something nonstop let's look for that if they, you know, if somebody says, I only want this airline, I know America's pretty big out of Dallas to South America and so actually I've taken them myself to South America out of Dallas. So, we can, you know, try to do that if there's nothing non-stop then we'll go from there and see what's the best, best flight I usually.
Customer: Yeah.
Customer: It is huge.
Customer: No, we would, we obviously referred non-stop one stop. We want a few stop Fu stops is necessary.
Agent (Denise Fritz): Right, and if it's something with 11 connection I usually suggest a two to four hour connection time just in case there's any delays for those cities.
Customer: That's fine. Yeah. I don't wanna miss the ply.
Agent (Denise Fritz): Yeah, and, and what's nice about those cruises they do have the ship. It's actually board the ship on the fifteenth. It doesn't sale to the afternoon or the sixteenth. Yeah, and then.
Customer: I knew that, did they do that in case the air fairs get delayed then you know, they're not missing the one of the ship is that I, that's the reason.
Agent (Denise Fritz): Yeah, yeah. Yeah, that's why they do it at the end they're overnight on the shipping boss as well so you can leave any time on the, on the second to come back and usually they're overnight flights to South America. So you would like, yeah, yeah, usually you leave in the evening.
Customer: Right.
Customer: Alright. Okay. I'm, I'm, I am, look the time, so do I go on just there, I'm go on American line just see the times of the flights. Okay, alright.
Agent (Denise Fritz): Yeah. Yeah, yeah, yeah, but they're really good and we book a lot of air so you know if they, if they suggest something really horrible I won't even, I usually nip that in the bud right away and say hey let's not do that one or you know, so they're pretty good.
Customer: Okay, so, so the summarize our conversation then you're gonna check on.
Agent (Denise Fritz): What don't I get the cost on the pre and the post, and then you can decide if you're going to do it through them.
Customer: Okay, and then you're gonna, and then you're gonna call me back and I can tell you what dates we want to fly in, what dates you want to fly back and you're going to get the air fair from Silversea is that what's gonna happen? Okay. Alright, I'll wait to hear from you, Denise. Probably wait for 2448 hours or what would you think?
Agent (Denise Fritz): Yeah.
Agent (Denise Fritz): Yeah. Yup, yup, yup. Okay.
Agent (Denise Fritz): Well, today's Friday, I'm not going to be here this weekend and let me see, usually, let me see. Let me make a call over a guest relations department, cause this is usually there for Ty and the pre and the post packages. But let me just see how far behind they are if they can't do it today, I might have all of a little time to do it myself, otherwise they can do it, and then if you do, you have a, I know a lot of times people are affiliated with certain hotel programs and or might have a.
Customer: Okay.
Customer: Okay.
Customer: Yeah, oh, hi, high, high gentleman. We're affiliated with or maybe Marriott I believe.
Agent (Denise Fritz): Yeah, so yeah, yeah, sometimes they run some good special I know Mariett does and they're pretty centrally located and both places so if you're gonna book it yourself but our guest relations they can look up hotels as well. I think there. Let me see.
Customer: Okay.
Agent (Denise Fritz): Sometimes I know they can't get the stuff for days. Cause they're so busy. But let me, let me see on their chart for today. So busy they were. Let me see get this thing here cause I hate to send anything over where it's gonna take a week to get back to you but I won't be that it won't take me that long. Let's say twenty Centive.
Customer: Okay, nope.
Customer: Okay, okay, I'll just wait to hear from you whether it's this afternoon or Monday or maybe the Tuesdays the end of the world. Okay, well good, good talking to you today.
Agent (Denise Fritz): Okay. Okay. Okay. Okay. Yeah I don't, I don't expect it to be too crazy busy today. So yeah, let me see what I can find out for you and did you have any other questions? Okay, and you go by Charlie, right?
Customer: Okay. Alright.
Customer: No, that's it.
Customer: I go by Charlie, but my passport is Charles B. Or Charles Barlette.
Agent (Denise Fritz): Okay. Yeah, my name is Denise and that the best phone number to call is it one that you called in on that 888 number, that's the best number to call me at, cause that way, someone's always gonna pick up the phone.
Customer: Uh-huh.
Customer: But the, the, four, the 40 the 4070 or direct line.
Agent (Denise Fritz): 888-247-3126.
Customer: 247-3126.
Agent (Denise Fritz): 3126 yeah, cause that way someone is always gonna pick up that line. Otherwise on my, if I give you my direct number, I have like ten phone numbers but I only have one, I only have one head to talk with, so.
Customer: 3126.
Customer: Okay, that's fine. So.
Customer: Okay, so, so, so call you at 888-247-3126. Okay.
Agent (Denise Fritz): Yeah. Yeah. Yeah, that's always the best number, that way somebody always picks up and you can say, hey, I was working on that and then they can patch you through to me. If I, if I don't pick up I'm usually picking up the phone it seems like so, but great. Well, have a wonderful day and I'll let you know what I find out.
Customer: Right.
Customer: Okay.
Customer: Okay. Okay. Oh, nice talking to you. Thank you, bye.
Agent (Denise Fritz): Nice, talk to you too. Have a great day. Don't forget about our referral program. Thank you, bye-bye.
Customer: Hello, thank you, bye.