Transcription for American Express tape 17: A ?-??-89
Key
[transcriber notes] Agent speech
Caller speech
Tape 17, Call 1:
American Express can you hold please
yes
ok thanks for holding this is A
Hi A this is B
Hi B
hi
[recording notification]
uh ok um
I need to change um C. D.'s coming back trip from Washington D.C. on
the nineteenth of July
ok let me get his reservation
ok
uh what are we changing this to
um instead of five ten he wants to take the one forty from Dellas to
on United
ok that's United one nine five on the nineteenth departing Dellas at one forty p.m. arriving San Francisco four eleven p.m.
and let me just see looks like that's going to be airport check in on the seating
now this ticket was issued
uh huh
ok I'm going to request twenty seven b
ok (is it an aisle
but I'm not sure) whether we're going to get it, it looks like it's airport check in (on the flight
I see ok)
um we're going to have to reissue the ticket because there was a twenty five percent penalty on that we're going to have to void that
mm hmm
it'll still be the same amount or
uh I'm checking that the fare eight ninety eight yeah it's still the same fare
ok
but that ticket must you have the ticket
no I don't I it's supposedly coming today I ( haven't u-
ok)
had a call or anything ok I'll have to call F. cause it has to be in today or it will or he will be charged a penalty
ok
it's by tomorrow I I mean by Monday
by Monday we can't void it has it'll??(?
that's fine)
ok
ok great so the new ticket shall be sent should I wait till Monday do you think it's going to change
I think Monday's fine
is that let me see what the last day for ticketing is
yeah Monday's fine
it changes so much we issue so many tickets, have to wait to the very last day on some of these people ok why don't I just wait, I'm going to set these up to be issued on Monday that way if he changes again we don't have to keep reissuing tickets
exactly
ok
thank you
ok thanks B
bye bye
bye
Tape 17, Call 2:
American Express this is A
Hi A this is C.D. I'd like to make some reservations please
[recording notification]
no problem
what's the last name of the pass(enger
Speech Lab)do they care how we how we talk
I don't know um what what's the last name of the passenger
um I've two passengers F [spells name] and G [spells name]
what's the first name on F, H.F. and J.G. ok I don't have a profile for F.
I have that information here
ok let me get a generic profile one moment
?? he's what I guess you'd call a seldom flyer
that's [spells name]
that's correct
first name H.
right
ok his id number is
[digits]
[repeats digits] and the charge number
charge number is [digits]
and the travel advance number
well I have two of them one for J which is [digits] ([digits]
ok wait) I need H.first
H. first
yeah
[digits]
[repeats digits] [repeats same digits again]
and J.G.'s is
ok I don't need his yet
ok
I can only do one th- one profile at a time
I see
we do a generic profile and I have to implement all this first then I can go into another area and do the other person ok
will you be using this information to start a a profile for H.F.
no the only way we'll start a permanent profile a form has to be filled out and completed by him and signed
ok well
and that'll come back to us and then it's put in the computer would you like to send it to me at E
um they have em at the travel office
ok
the forms
ok because everything on this once he departs will completely leave our computer
all right
and your ex- extension at WWW
[digits]
[digits repeated] ok ok let me we have a profile for G., yes we do ok let me get his profile
for J.G.
ok
all right and the same charge number for him
yes
ok now his travel advance is
[digits]
ok and they're travelling to what city
I'm sorry
what city are they travelling to
to LA
on what date
on Tuesday I'm sorry on Monday the tenth
is that from San Francisco or San Jose
well I don't know that there is anything available the ideal would be from uh San Jose to uh Long Beach, but I have a feeling that fli- a flight won't be available direct ??
a- a and this is for the morning
yeah
well there's a United at eight fifty five arriving Long Beach at ten twenty
to to late uh it'd have to be at seven o'clock
ok that would be San Francisco
or seven thirty at the latest yeah, if it can't be San J- can it be San Francisco Long Beach
no it can't either ok they the service out of San Francisco is eight forty five is the first flight out
SFO to LAX then
ok I can get them San Jose LAX at seven is is San Jose closer to them er
mmmm
or should we just do San Francisco
that's hard to say maybe SFO's fine I have a feeling we're in Menlo Park so
oh ok
and I think they each live fairly close to here so probably SFO is better actually
ok there is a United US Air or American at seven
ok I think we had better price rates on the US Air didn't we or was it
pardon me
are the rates better on the US Air
um they're gong to be exactly the same I'm going to offer you what the lowest fare is it's not going to be on either of those carriers
oh
the lowest airfare would be on Pan Am at six a.m. arriving seven twenty nine their airfare is fifty nine dollars everyone else is ninety nine dollars
departing at six a.m. huh
yeah six (a.m.
that's) that's a little cruel
pardon me
that's a little cruel they they have to be in LA at nine thirty and so um I think we'll stick with US Air number I think two nine oh eight it goes down
do you want to do does it matter to them do you know
what
uh carrier
no
can we put them on American
why
only because we're having a lot of seat problems I if I'm going to try and get them seats together
uh huh
we're having a lot of problems on the US Air seat maps so I I'm prbably not going to be able to I don't know if I can get them together because we we request through our computer specific seats but we're not always getting them but either United or American you know whatever we request pretty much we get I mean it's up to you I I'll just you know book the US Air but the- I don't think I'll get to seat them together on that
I don't know if they care if they sit together
ok
oh I feel like flipping a coin now
it's real frustrating ( he was ??
I was ?? )he the US Air flight was recommended by the manager I don't know if that makes
oh well
any difference he travels a lot he may of said it because of some preference
I think they give really good service it's just that
pardon me
they give really good service
US Air
yeah
well let's go ahead and stick with it
?? I hate their seat maps their just I mean they have seats that we you know we can't book the the way you look when you look at your map you have no idea what they are
oh
so when you request them you don't get responses at all on them for (days
so)like we won't know if it's how about non smoking and window aisle and all that stuff
yeahI'm I'm going to do that but I just what I have to do is like a generic request instead of asking for specific seats
I see
yeah I can see what seats are available but then they don't tell us which ones we can't some of them are blo- blacked out for restrictions or like ?? or whatever and we can't really tell on those on their seats maps are really I know that they said it's a real problem for themselves even their own agents trying to do their own seat assignments ok let me just see here that's US Air two nine zero eight
departing at
seven a.m. on the tenth arriving eight twelve and the return would be I believe US Air two seven seven seven departing at nine o'clock p.m.
ok what d- is that on the same day
same day
ok you said seven p.m.
mm hmm ok that'd be US Air two five one four on the on the tenth
oh
they've changed their flight number
oh wait hold on a second, th- that's wrong hold on a moment ?? my computer here it's acting very strange ok so that's US Air two seven seven seven on the tenth departing Los Angeles seven p.m. arriving San Francisco eight twenty p.m. are we booking, can I put you on hold for a moment
sure
thanks ok did we are we booking a car B
yes
under which name
G.
and do you know what size he uh what his profile if his profile says ?? midsized car, it's what's in his profile should we do that
yeah uh mi- uh midsized mm hmm that's on the profile
yeah
ok
well from what these travellers are telling me there's only like a dollar difference between compact and midsized
oh ok
so I guess that's why they they?? of them have changed their profiles all right so the airfare again like I said is umm one ninety eight total
now
that's ninety nine a person
pardon me
ninety nine a person it's one- ninety nine each way on the airline
oh I see one ninety eight per person
one ninety eight per person
all right
and I guess
I'm sorry
I gotta offer what the lowest fares are so I have to see what the lowest fares returning are to ok so the lowest airfare being declined is fifty nine each way on Pan Am but leaving at six in the morning and
right
and coming back when
coming back they have a six p.m. arriving seven thirty
which again is too early, too bad they didn't just schedule it an hour different maybe that's why it's so cheap
mm right so we just have we do we just have to offer it and notate that it was declined ok so one eighteen will be what's declined one ninety nine is what's being paid and the other passenger wants what kind of seating
oh H.F.
yeah?? a profile
he would like a nonsmoking window
ok and these tickets will be sent over today is there anything else
yes um I need u- wh- let's see we've gotten the car in uh in at LAX from wh- wh- what rental agency
that's Hertz, Hertz midsized
Hertz midsized in J.'s name and um I need one more thing um H.F. does
not drive and needs uh some kind of arrangement from his home to the
airport so I believe there's a limo that goes directly by WWW and
he's only about a block from there from here
ok there's there's the WWW the um Airport Connection has a thirteen dollar it's thirteen dollars and they have a pickup right at WWW
ok
if he takes a limosine it's twenty nine each way
uh huh
to take a limosine so does he want the Airport Connection that just picks up right at WWW
y- yeah I think I'll go ahead and commit him to that
ok
I don't think he wanted to to
spend twenty nine each way
to be committed to it but do you know this area
uh huh
or are you not in on this site
no I'm not there but (um
yeah) ok
I just wasn't sure how far away this is or how he gets to work in the morning if he walks or what
well how far ?? where's he at
I'm just wondering how far he really is from c- from our site
I know where you're at but w- do you know where he's at
he's at the [numbers] block of [street name]
ok I know where [street name]'s at
is it
I'm trying to think [street name] runs right up to [street name] he's in Palo Alto
no Menlo Park
oh I didn't know that went down to Menlo Park
yeah I think he really is pretty close but uh I am committing him to
making it into WWW by like six in the morning or something
what time is the pickup
um they are ten minutes to the hour so it would have to be six fifty no it can't be six fifty it'd have to be like five fifty they might have a six let me see six fifteen I think they have like a six fifteen that would get him there like a quarter to seven but I don't know if that's like going to be enough time to check in
well he won't have any luggage
a quarter to seven is a little close ok let me let me call and I'll put him on the best one we can
yeah that
and see exactly what their times are
yeah that may not be appropriate I don't want him to both have to walk
all walk over to WWW and
oh
um you know be here
if the timing works for that then I think that'd be appropriate otherwise I think we should get the limo
ok you mean at six fifteen
if they have one at six fifteen he'll take that one
see the- they're not going to be at six thirty, cause it takes them about a half hour to get to the airport he wouldn't make his flight
uh huh six let's see
it's probably I think it's like ten to se- ten to six or then I think they then have another one at I'm not sure if they're just ten minutes to the hour it would be ten to six and that( would
??) it's kind of tough to decide what would work cause I'm not a traveller and I their
yeah
are so many things I don't know about this but um what time do you think he should arrive at the airport if he has no luggage and wants to get on the seven o'clock flight
well if he he he sould at least arrive twenty minutes before the flight if not they can sell his seat to someone else
oh
so that's the problem
ok so he should he should be leaving here at six o'clock then it seems like
six he he would get there about six thirty right so (they leave
??)
ten to six
yeah if he's disembarking from the van at at six thirty then he's
yeah
finding his way to the check out window excetera
yeah
probably twenty till (so e- even) the limosine if he takes the limosine a shared ride limosine for twenty nine dollars there going to pick him up an hour and a half prior to departure cause he's not going to be the only person in that limosine
the-
their going to go around and make pick ups
uh huh
and then they're they're probably going to say five thirty they're going to pick him up
ok if it if it if it comes if there is one you are you saying there
definitely is one at ten to six
there is one definitly ten to six, I'm not certain whether they have them like after ten minutes after the hour I know they have them ten minutes to the hour
ok well I think the ten to six would be the most appropriate one
ok and does he is that round trip or just the one way
that is round trip
ok ok I I'll go ahead and book that then that'll also be printed on his itinery his pick up time
um ok and how about exact location of pickup where does he need to be
I think building A let me find out (ok
ok)
ok it's building A is where they pick up
at the front steps
right
and what's the name of the company
it's Airport Connection
Airport Connection
uh huh
all right
ok
that's it thank you very much
thanks bye
bye bye
Tape 17, Call 3:
American Express Travel this is A.
Hi I'd like to make a personal reservation
ok and who's calling
beg your pardon
I'm sorry who's calling please
um my name's B [spells name]
[recording notification]
ok um
ok and this is uh how many people are going to be travelling on this
uh ju- I I'm going to make this reservation for some another individual
it'll be one person
and how's it going to be paid for
I'd like it on my American Express card
and what is the last name of the passenger
C
and that's spelled how
[spells name]
and the first name
D.
all right and this is travel from what city to what city
um it's going to be uh well let's see I'd like to find out I'd like to
get the cheapest rates you can uh th-there's a flight an American
Airlines flight fourteen forty this is on the fifth of September that
goes from Orange County to Lake Tahoe via San Jose
ok I don't let's see here I'm not sure they're operating on the fifth
beg your pardon
I show that schedule for American flight fourteen forty on the fifth of December of nineteen ninety nine operating just San San Jose to San Diego or let me check this one more time hold on a second fourteen forty ok they must of changed all their flight numbers what time was that departing I show
well what I need to do is have someone go from Orange County to Lake
Tahoe they had a month ago fourteen forty started at six fifty four a.m.
ok
and arrived in San Jose at eleven a.m.
ok they've changed um is he is he he's not going to stop in San J-, he's not stopping in San Jose
No he's going th- the most direct route to Or- to Lake Tahoe
ok so what they have now the flight number for December is five five eight departing uh John Wayne at six fifty a.m. arriving Tahoe at nine thirty five a.m. with a stop in San Jose
ok
that's the schedule for December, and that is available what with the return date that would be on that
it'd be the same day uh that's that's in September right
the fifth of September
no tha- I I thought you said December
ok September that flight doesn't operate ah let me see here,look at this morning's schedule here again ok I can get that the fifth of September same flight number five five eight and it's returning on the same day
yes um what flights do you have returning to uh Orange county uh late afternoon
ok there's a direct flight at three thirty p.m. arriving six oh three p.m. on American
three thirty
right that's a flight that st- uh goes through San Jose also three thirty p.m. and arrives uh John Wayne at six oh three p.m. with a stop in San Jose
what's the next one after that
well there going to be connections then
yeah ok I'm just thinking ??
um connection would be at four twenty five through San Francisco arriving seven forty one p.m.
I'm I'm thinking this is a minister that's going to be doing a wedding
oh I see
so it's a little important to have enough time
sure
to let me think about that uh let's say the wedding would be around
eleven, three thirty get the three thirty flight please
ok that would be American four seven nine on the fifth of September departing Tahoe at three thirty p.m. and arriving John Wayne at six oh three p.m.and let me check what the airfare is the airfare is two hundred and sixty four round trip
ok
on that they don't have any discounts without a Saturday night stay
that's that's ok now that's ah uh uh
that's a fully changable ticket also
fully changable ok
right
if he needs to change that or take a later flight he can do so
ok you do have a fl a flight through SF that's leaving at four twenty you said right let me give you you want to write down what the schedule is on that so if he needs to know that or
uh I'll remember this one
ok that's a four twenty five arriving John Wayne at seven forty one connects through San Francisco and let me see I don't think there's anything after that well there is one later at six six seventeen
no th th these two it'll be one or the other of these
ok
and l- let me schedule the three thirty one
ok so those are both confirmed do you know what his seating preference would be for that aisle or window
oh make it a window he's not been to Tahoe before and
ok
nor beautiful down town San Jose
that sure is um I can confirm him nineteen f going out and nineteen A returning
ok
and does he need a car or anything hotel no we'll be picking him up everything'll be just fine on that now now I want to make sure you get the pr- the right B. it's um credit card there a- all right let me get your profile one moment
there's two of us at least now
ok and you are
C.W.
C.W. ok let me make sure I have that I have the profile let me look at the bottem for the credit card ok I do have that credit card and I will put it in right now so I have it
and if the expiration date says it's expired you can extend it two years
This this actually is really old we have eighty seven so I guess we extend it four years on this
well i- it it just got when I got it reissued they asked me before
about that and they said
yeah
it was good until eighty nine but now it's good until( ninety one
ninety one)right ok ok so I've put that in there and if and if you just want me to verify I can very with you the number do you have your card out if not I'll just I'm sure it's the same
no that's fine
did you want me to verify it or uh
what the credit card number
yes
no not necessary
oh ok all right anything else
no
and when would you like me to send this ticket over to you
oh when ever it gets done (uh
ok)
next week before Thursday for sure
ok I can have it over there like the eleventh, that's fine , that would be Tuesday
that'd be Tuesday that would that'll be fine
ok all right anything else I can help you with
not right now thank you
thank you Mr. B.
bye (now
bye)
Tape 17, Call 4:
American Express Travel this is A.
Hi this is B. C. WWW
uh huh
Do you still provide the personal service of making reservations for
WWW employees
for air reservation
uh huh
yes uh huh
ok and this is for personal travel
right airline reservations
uh huh
right uh huh
ok uh I actually am going to I think be buying a ticket for someone
else and so I need to know some time periods can you help me with that
sure what um
this p- this will be from Traver City, Michigan to SFO
what date is it for
the twenty eighth of August
and I'd like an open return but it would probably be something like
the uh nineteenth of September
ok now if you have open return you're not going to get the lowest fare the lowest require a confirmed return
oh I see
cause they're all subject to what days you're travelling and they have to be confirmed with an open return uh you would be paying as high as let me get that five hundred twenty four one way
ooh
so you have to have a confirmed return to get the lowest fares
ok that five hundred and twenty four dollars one way
one way
right uh huh
and if it's confirmed
I ne- I need to know the dates, days (of the week
uh say)the nineteenth of September
ok
ok the lowest airfare would be three fifty three round trip that's a non refundable non changable ticket, you have to make the reservation er buy the ticket within twenty hours after reservations are made the very latest you can make reservations and buy tickets would be fourteen days uh before departure and that would be subject to the fares being available
I see uh well gee that certaily a big difference in price (isn't it
right) right it's real restrictive too, so once you buy it they can't change anything on it you use it or lose it
ok and there's nothing in between th- even with uh confirmed date that
would allow for a cancellation at anytime before the
well not not on the only fare that allows you that is the five twenty four so if you have um there's a twenty five percent penalty ticket uh let me get that fare but you still have to use it round trip um you'd have to make your re- changes seven days before the new date or pay a five hundred dollar fare to come home
uhh
so all all of the fares are real restrictive now today so let me see what the twenty five percent penalty ticket would be
what airline is this
that's American or Northwest the two carriers service that
ok and and it's the same no matter if if we changed to United
same same re- they're all the same they all are competitive with one another so the fares are the same
ok so it's Northwest or American and it goes Traver City to Chicago O'Hara
well it depends of who you're using Northwest will go through Detroit and United will go through actually United doesn't service, United is no you can't use United they don't service Traver City so it would have to be American or Northwest
ok and American goes through Chicago
that's correct uh huh
ok well I guess I have some thinking to do and some questions to ask