Transcription for American Express tape 10ab: A 6-12-89
[transcriber notes] Agent speech
Tape 10, Call 1:
this is B
hi B this is A from American Express
[recording notification, tickets for C D] ok
we need to get a ticket for him from Boston
this is a new reservation?
new reservation on June twenty first
ok let me let me pull up his profile (first [profile] ok and he is umm
he wants to fl- he wants to fly from Boston
to Baltimore Washington International on flight, I'm sure it's Piedmont
P L P I
P I at what time?
uh seven forty p.m.
and this is on the twenty first of June?
Yeah arriving nine oh one p.m.
ok that's Piedmont one nine zero nine on the twenty first of June
departing Boston seven forty p.m. arriving Baltimore nine oh one p.m.
right and then he wants to return from um Baltimore Washington
to San Francisco on the twenty third of June and he requests flight three
two three TWA
actually it's two flight numbers it's three two three and then it changes to
seven five one at five sixteen in the afternoon
ok one moment. this is to San Jose? did you say?
I understand it's to San Francisco. TWA flight three two three slash seven
three two three and seven five one. ok and then does he know there is a nonstop that goes from Dulles to San Francisco? Instead of connection through St. Louis
I think he's aware of it but I think we picked this one because um he could
get the business traveller (uh seating
he can also) he can also get that on the non stop
on the nonstop and what is the uh, give me the times for the nonstop
ok one moment, the non stop is at four forty arriving seven oh five
se- four forty to seven oh five
into San Francisco it's a non stop from Dulles to San Francisco, maybe he can't leave that early (??
I don't know,) uh let me can I make the reservation and and change it by
sure) if it's it's still available, right
yeah I know subject to availability I'm sorry I've been giving you quick
it's all right, let me just check the umm ??
[frequent flyer number] and now lets see what kind of fares. they have a three day advance purchase fare using the business class upgrade of four forty nine one way
I was quoted six oh eight fifty for the whole round f- from Boston to
Washington from Washington um to San Francisco
now this portion was for Baltimore San Francisco only. ok let me just see what
could you find out how much the fare is all, total?
ok it's six oh eight fifty that has to be ticketed by the fifteenth of June there are no cancellation or change penalties, if any changes are made it's just subject to whatever the new fare is [wasn't listening]
ok, it has to be ticketed by the fifteenth of June
there are no penalties for cancellation if changes are made it's subject to whatever the new fares are at that time
cause they're going to increase the fare
but there's no penalty existing
there's no penalty uh if it's cancelled no
yeah the nonstop flight seems to be more appealing to me I mean this man
travels so much though let me check with him um
ok so what so we're going to hold, we'll just go ahead and hold the um
hold that TWA then I will inform him of the Dulles flight at fou- four forty
leaving uh Dulles and arriving is it San Francisco at seven oh five?
or San Jose?
it's San Francisco
San Francisco that's what he wants ok
it's still six oh eight any which way we do this I'm just thinking the
convenience of the traveller
on the non stop let me see I think you get that same fare let me check the fares
I think it that would have to be using a twenty five percent penalty on TWA. yeah it would be twenty dollars more if he wanted to have a fare without a penalty
Because the Dulles non stop to get that four forty nine you have to take a twenty five percent penalty fare, if you don't then it's four sixty nine, so it would increase that total fare by twenty dollars
so it's six oh eight plus twenty?
right, if he wanted to go without a penalty it's six plus twenty
He needs the cheapest rate possible on this one. um so let me talk it over
with him, uhh
[seating] kay then on the business class that would be row nine seat number five which is an aisle seat. Now what what about how's he getting to Boston?
he's already purchased his ticket
ok so this is just all one way travel
one way travel (right
[car and hotel] Ok so that was available and I requested that, B, anything else I can help you with? [hotel]
I'll call you back on the Dulles non stop flight so we'll
if if he needs that, right
if he needs that and if he does get that he has to pay uh twenty dollars more
if he wants to take a fare without a penalty, right
a fare without a penalty
if he's willing to take it with a penalty it would be exactly the same fare
I I hesitate uh for him particularly to get anything uh because he does
change a lot
so I I'd rather get the twenty dollars but we'll see what he says
all right thanks B
you are A right?
Yeah I'm A. all right
Tape 10, Call 2:
American Express Travel this is A
Uh A this is uh B. I need to make some reservations
I need to make ahh reservations and all I know at this uh time is my flight
out, uhh departing on Monday. what do you need first?
ok let me let me pull up your (profile first [profile] ok and the date that we know we're booking is on what day?
umm it's Monday the twentieth
and that's flying to what city?
uh to Newark United flight number twelve and I'd like first class if it's
available, I'm gonna use an upgrade coupon which is coming Federal
Express tomorrow or Wednesday. that's the nineteenth I'm sorry
Now that's on the nineteenth? (??
yeah) I'm sorry I thought Monday was the twentieth
ok do know wha- which award umm (??
well) it's uh a regular umm mileage plus upgrade where you use the miles you've
accumulated so it's good for booking first class all I have to do is give
you the coupon it's it's uh the number one priority type of uh (??
ok and is it for one way,) or round trip or per (segment?
it's round) trip, but if I only use it one way it doesn't matter it's a ro-
round trip I mean I have to forfeit the rest of it
ok that's uh United flight twelve on the twentieth of June
oh wait) wait wait wait you said the nineteenth?
nineteenth (I'm sorry
I put twentieth) that's all right. [chatter] ok let me change that
Monday isn't the best time
no it isn't. ok so that's United flight twelve on the nineteenth of June
departing San Francisco at eight twenty a.m.
arriving Newark at four forty three (p.m.
so uh now I'm not I'm still making uh reservations or er appointments for the
rest of the week so I'll have to get back to you on the return
that's fine ok thanks A
Tape 10, Call 3:
American Express Travel this is A
Hi I'm planning a trip to Japan at the end of uhh the beginning of July
and I have to be there on Monday morning. I was just wondering what time I
uh you know what's the uh the latest I could leave?
ok and I'm speaking with?
[recording notification] ok you you just need a schedule you said?
Uh yes I ha- I ca- I I can't travel on Saturday uh well the latest the earli-
I could leave Saturday night probably around midnight or eleven at night
ok this is to Tokyo?
I believe so
ok see I don't think they're going to have service that late let me tell you non stop service the latest would be uh one p.m. arriving three thirty five pm
on what day
No I can't uh oh let me see what do you mean one p.m. wh- what day would I
ok we- if you give me the days I (can tell you the sched-
oh I have) a Monday morning meeting
ok (you will
always arrive the following day so if you left on a Saturday you would arrive o- on a Sunday their time
ok so if I now when could I no when so I- I need to arrive there you know
either uh uh their time Monday early you know in the middle of the night would
be acceptable to me. anytime so I can get to an office by I I you know I
would like to arrive there certainly before six a.m. in the morning on Monday
ok then you'll have to leave on a Saturday because if you won't if you leave on a Sunday you're not gonna arrive there till in the afternoon
like about three pm on a (Monday
Is is i- i-) if I was to leave at o- I see a- and is there anything late on
Saturday night cause on Saturday I can't leave until after ten thirty or
eleven o'clock at night
well the only the only way you're going i- it's really going to be crazy routing to do it that way but this is the only way to leave at night would have to be to fly all the way to the east coast um to fly to JFK
and then fly from JFK to Tokyo, so you'd be kind of going backwards but that's the only way that you'd be leaving at night (??
ok it's either) that
or I have to leave on Wednesday
I see so
So you know it's it's either I leave on Wednesday get in on Thursday or I leave
on Saturday night so let's see which way we can do this it i- i- I could
leave to to ah JFK on Saturday night
right, let me get the uh schedule, ok it would be like a ten thirty p.m. actually that's going to get into Newark let me just, Actually on Sunday it's going to go via Newark it's ten thirty p.m. arriving Newark at six thirty five in the morning on Sunday and then departing Newark at eight twenty five a.m. and arriving one fifty five p.m. that's still going to arrive on Monday
yeah I think the uuuh you know
at one fifty five
No that's no good
is are from wh- where are there flights leaving on umm Sunday morning or
late Saturday night is there anything from Los Angeles?
kay all kay out of San Francisco all the flights are afternoon, they don't offer any morning flights to Tokyo. and let me check Los Angeles ok um lets see they're still going to get you in in the afternoon on Monday. if they leave, there's a flight what airline is this, Varig airlines at nine fifty a.m. arrives one thiry p.m. on Monday
No so nine fifty nine fifty a.m. arrives at what time
one thirty p.m. on Monday
uh huh yeah so I need to leave Saturday night or around midnight, if I
leave much after two in the morning on Sunday then I I I won't be able
to make a Monday morning th- th- that's a direct flight so you were looking,
I guess you could either look under arrivals at Tokyo or departures on
Saturday night Sunday morning
no, the one I gave you is Sunday morning, that's the third one
yeah nine fifty
(yeah but that's too l-
that's the earliest) they have, they don't have anything else um they don't offer as I said they don't offer night service from the west coast to Tokyo
they only of- you'd have to fly all the way to the east coast but you're defeating the whole purpose because you're you're gonna still arrive Monday at one two in the afternoon, so you'd be flying six extra hours
No, well I I I won't do that of course
you won- they don't have morning service that will get you there any earlier and they don't offer night service from the west coast to Tokyo
but the east coast does have night service
yeah but you're flying back across the US to go to Tokyo
I know but I could do other business (there
but you're still getting) in at two in the mo- or two in the afternoon on Monday you're not saving (??
yeah no no) no I guess I don't don't need
there's) nothing arriving in Tokyo uh uh in the you mean two in the afternoon
I would arrive?
two o'clock is the earliest (one fifty five
that's in the afternoon)
right on Monday
ok and that's it, huh?
ok so in order to get in there on Friday afternoon at two o'clock I leave here
you'd leave here Thursday
Thursday is what time? in the
ok, let me get the schedules for Thursday
when would be the e- the earliest flight arriving on uh for Friday so?
ok the earliest if it's available would be the Japan Airlines, let's see, you want to do San Francisco let me check their schedules here. I'm trying to find out which arrival is the earliest because non stop, see they have connections that get you in at one fifty five but as far as non stop service looks like twelve forty five arriving three twenty five is going to be the earliest on a Thursday. You could conceivably get in earlier if you wanted to uh leave San Francisco at seven a.m. arrive Los Angeles eight twelve and then take a Japan Airlines from Los Angeles at ten a.m. arriving one twenty on Thursday
ok so that sounds like a route that I would that I would be interested in
and book ahead because the th- the Tokyo flights sell out weeks in advance, if you can
ok can we make a reservation on that one now?
which what is the departure date that you're referring to
umm I have to be there for the July fourth weekend, it's the last week of
June, last Thursday of June
how about the twenty eighth, flying out on the twenty eighth?
the twenty eighth is a Wednesday
Yeah but you have you said you have to arrive on a Thursday
I have to arrive on a Friday, I have to arrive Friday well this would
arrive ?? would bring me in Friday at one o'clock?
the routing that you suggested to Los Angeles
ok let me see cause that was on a Wednesday I'm looking on a Thursday. ok, now is this going to be business class? Is this a business trip?
It's a business trip, ?? coach business and first?
coach business and first, WWW policy allows you to fly business on anything over six hours, so you could fly business Los Angeles Tokyo Ok now on Thursday to arrive on Friday, ok let me see cause the schedules to Los Angeles Japan Airlines doesn't service a service on Thursday, so it would be a Korean Airline eleven a.m. arriving two ten on Friday, but then you- you're probably just as easy to take, well its up to you a non stop out of San Francisco departs at twelve and gets in only about thirty minutes later than that connection through Los Angeles
there's there's a United
ok, So it looks like you know, flying direct from here if I leave on
Thursday uh I could do about three o'clock in the afternoon into Tokyo
right exactly, there's a twelve noon arrives two forty five, it's nonstop from San Francisco to Tokyo [hotel question] let me um just go ahead and book this United flight cause there aren't that many seats on that, and what's your last name?
C [spells name]
and first name?
B, [spells name]
[profile, charge number]
no, I I uh I just want to make the reservation to make sure I have a spot
ok and the travel advance we don't have yet either (is that correct
no no I) I might very well call you back in a few days and change it ( to
make it earlier
[phone number] ok so presently let me tell you what we're holding. ok that's United eight one nine on the twenty nineth of June departing San Francisco twelve noon and arriving Tokyo at two forty five p.m. on Friday the thirtieth and that is a non stop flight, and what is your seating preference? [seating] ok, ok and then you're gonna call back with the rest of the itinerary on this?