Transcription for American Express tape 6: A 05-26-89
[transcriber notes] Agent speech
Tape 6, Call 1:
this is A at American Express can I help you?
oh yes A this is B
[recording notification] ok) thanks what can I help you with?
well C is going to go to Ottawa
is this for a new reservation?
yes and I, what I need right now are um choices
just flight information then?
ok and what date is he gonna go?
the twenty second and he needs to be there in time for an evening meeting
if he can be, say around six o'clock
let me see here
twenty second of June did I make that clear?
yeah a- I assumed that yeah. ah there's nothing really that gets in that early. uh Air Canda has a connection through Toronto that leaves San Francisco at seven fifty a.m. arrives Toronto at three thirty five but the connection to Ottawa doesn't leave until five fifteen getting into Ottawa at six ten (and
that's about the earliest one
other than leaving the evening before. I mean the, you know like just after midnight
so we have one tha- on Air Canada that goes to Toronto huh?
right and then it's a change of planes there but it doesn't arrive into Ottawa until six ten
let me take all that down anyway ok I guess it's too, at what time does it
get to Toronto?
ah three thirty five p.m.
and departs there at five fifteen. do you want the flight numbers on these?
right uh huh
uh the first one is Air Canada flight seven fifty eight
the connection is flight four sixty
uh huh. and it arrives Ottawa
at six ten p.m.
all right do you have any that get in- into ah Ottawa later in the evening?
ah yes one second
ge- are there any direct flights at all?
ah only if there's an overnight direct flight on Piedmont but it leaves leaves the night before at eleven forty p.m.
let me see I'm writing this down. that's Piedmont what
ah flight twelve fifty it really isn't worth considering I just noticed it makes three (stops
I mean it's direct in that it's the same plane all the way through but ( it's ??
??) going to take him all night
there are no non stop flights (um
that's) what I was wondering ok
there's a CP Air f- uh connection through Vancouver it get's in later it leaves at nine ten a.m. and arrives Vancouver (at
what) is CP Air?
it's a Canadian Airline like Air Canada it's
and it flies out of San Francisco?
huh what's that number then?
uh it's CP Air flight one forty
it's out of San Francisco at nine ten a.m.
arrives Vancouver at eleven thirteen a.m. it connects to CP Air flight seven twenty two
that leaves Vancouver at one p.m. and arrives Ottawa at nine forty eight p.m. that does make one stop between Vancouver and Ottawa
where does it stop?
let's see. looks like Calgary
like Calgary ok
all right then coming back if if you ha- do you have a late flight out on the
twenty third. probably not huh?
well let me see. we might cause the time zone's in our v- our favor coming (this direction
uh huh) he said either l- late on the twenty third or or any time on the
ok. by late he means something like nine ten like that? cause there's an eight p.m. departure
tha- ah I think that's (that's
would) that be good?
ok there's an eight p.m. departure on Air Canada it's flight four sixty seven it arrives into Toronto at eight fifty five connects to Air Canada flight seven fifty five that's out of Toronto at ten thirty p.m. and arrives San Francisco at twelve forty five a.m. on the twenty fourth
no I'm it leaves Ottawa four sixty seven leaves Ottawa at what time?
eight p.m. and arrives at Toronto
eight fifty five
eight fifty five. and leaves Toronto at ten thirty?
seven fifty) five does
and arrives San Francisco at twelve forty five a.m.
ok and then what about Saturday a flight next Saturday?
yeah one second. uh there's an early Air Canada connection through Toronto again
it's uh flight one eighty nine out of Ottawa at six fifty a.m. arrives Toronto at seven forty seven a.m.
connects to Air Canada flight seven fifty seven
out of Toronto at nine thirty a.m.
and arrives San Francisco at eleven forty five a.m.
all right I think tha- this is enough for him to consider
for the time being and I'll get back with you
all right thank you ( very much
thanks a lot)
Tape 6, Call 2:
this is A at American Express may I help you?
A this is B
[recording notification] ok what can I help you with B?
ok my the traveller is C [spells name]
first name is CC
[for new reservation, charge number] ok what does he need to do?
ok it's for ah the outbound would be on June seventeenth
and it's on US Air flight two seven eight two and I believe it's departing
at twelve twenty five p.m.
two twenty five p.m.?
yes, uh twelve twenty five sorry
ok US Air flight twenty seven eighty two?
ok (got that
that right? ok) now this traveller is making uh, this is something out of the
ordinary now it says reservations for CC and his wife and
[discussion of frequent flyer number and flight for wife] yeah, let me make C's reservation and then I'll have to call US Air to find out if if we're allowed to make her reservations sometimes you have to make it directly with the airline
and if we can make it I'll go ahead and do it
ok otherwise you'll have to call US Air
oh I see all right now coming back on June twentieth
leaving at what time?
uh let's see five ten p.m. out of Burbank and this is on US Air two five
one one and again this return flight will be for CC and his wife
right n- yeah, I know
you'll have to check that one too
no I'll check the whole thing yeah
what's his wife's name? [trying to figure out pronunciation, hotel, car]
yeah we have enough advance purchase time that i can get a nonrefundable fare on the return would bring that portion down to twenty nine dollars one way but I'd have to t- issue the tickets today
no give them the non restricted air fare (I think it's one ninety eight
non restrictive air fare) one ninety eight right [requesting special hotel rate] ok sure
bye bye B
Tape 6, Call 3:
Hi this is A at American Express may I help you?
hi A this is B Physical Sciences Business Office at uh WWW
[recording notification] yeah and uh what can I help you with?
uh I need to know uh business class round trip uh fare for ah San Francisco
to ah Baron, Switzerland
sure one second. is this for a proposal?
I'm checking a couple different carriers just to compare them before I give you the fare on this
I seem to have a very slow computer here
ok that's all right
well I have one fare let me give you that and I'm just trying to see if I can verify it on another carrier
uh one way fare would be fifteen sixty seven
w- round trip?
the round trip would be that times two plus thirteen for taxes
[reiteration of fare] ah it looks like approximately right uh using TWA instead of American I get fifteen eighty nine a little bit higher
so it's it's in that ballpark (??
ok fifteen) fifty seven times two plus thirteen
there isn't any one carrier that flies all the way in there you need to connect somewhere like from TWA to Air France or Pan Am to Air France or something to get in to Baron
and also you can't get business class all the way through but they fare it business class all the way
you you you would get business class from the US to your European gateway city and then for the little hop to Baron you would probably be in Coach
thanks a lot
you're welcome (bye bye
Tape 6, Call 4:
[continuing after discussing another frequent flyer number]
This is for B
[checking profile, charge number, etc.] ok, what is she doing?
ok, on the uh thirty first of may
out of SFO to DFW on American thirteen hundred leaving at eleven am
ok I've got that it arrives at four twenty three into Dallas?
ok and then a return?
returning on the first of june
departing DFW at six forty pm on American three eight nine
okay, let me see what sort of fare I can get on that
the only thing that's going to apply is full coach
and that's nine forty six one way
I mean round trip, (round trip, sorry [exclamation, hotel, car, seating, ticketing]
thanks a lot
ok, thanks, D
Tape 6, Call 5:
A at American Express may I help you?
yeah this is B B I need to make some travel arrangements
[recording notification, charge number, travel advance, phone] ok and what do you need to do?
ok on June sixth from San Jose to Denver, United
leaving at what time?
I believe there's one leaving at eleven o'clock in the morning
yeah that's United flight four seventy
leaves at eleven a.m. and arrives Denver at two twenty p.m. out of San Jose
that's the one
and a return?
return June seventh
leaving at what time?
uh I believe there's one at five sixteen
yeah that's United flight six fifty nine it arrives back into San Jose at six forty two
let me just see what sort of fare I can get you on this
ok the best fare I can get you on this would be five sixty eight round trip. that does have a twenty five percent change cancellation penalty on it
and we'd have to ticket it by Tuesday
right that's fine
[hotel, car, seating, mileage plus number]
ok thank you very much
thanks a lot
Tape 6, Call 6:
American Express may I help you?
oh A this is B
[recording notification] ok wh- how can I help you? [ticketing]
we have an emergency traveller who is going t- uh
Copenhagen from San Francisco to Los Angeles and he is going on a two
[ticketing] he's going to Copenhagen today?
that's correct yes
[warning her of slow system] it's just a flat one way?
ah yes that's correct
in business class? [sentence fragments]
yeah we should be able to do it) [discussion of international booking] um) one sec let me just
start a new reservation for him. what's his last name?
um C [spells name]
D [spells name]
[discussing non-employee status, charge number, etc.] ok what flights do you want to have him on?
ok he would like to be on United flight one one one seven
first of all he's going all the way through to Copenhagen?
oh, that's right uh huh
and this is a connection in what city?
ah Los Angeles
oh and yeah
and what time does that United flight leave?
it's ah going out at uh two o'clock today, SFO to Los Angeles
and then connecting to SAS flight nine thirty two?
nine thirty two that's right
and you said well actually the eleven seventeen I'm showing sold out let me just look (in their system
well we can put him there are other flights oh there I can get a seat on it
?? it's one of the last ones but I can get it. now is he going business class on the SAS flight?
um if he can go business class sure
they're allowed it for flights over (thirteen hours
certainly oh) ok great that's fine
and this is just going to be one way only right?
[on hold, hotel, passport, seating, check in] ok B so I have him on United flight eleven seventeen on today Friday the twenty sixth out of San Francisco at two p.m.
arriving LAX at three fifteen p.m.
connecting to SAS flight nine thirty two
out of LAX at five thirty p.m. it arrives Copenhagen at one oh five p.m. on the twenty seventh of May
yes (that's wonderf-
that's) on request and that's already confirmed so that's (great
that's) just absolutely marvelous and I am wondering now if we can we add
another leg to that uh
what do you want to do? [on hold]
um we would like on Monday which would be uh let's see the twenty ninth the
May twenty ninth from Copenhagen to uh Sandestrom
and that would be uh SAS flight two nine one and that is a ten thirty a.m.
ok no- this adds a fare that isn't in my system
so if we do that I'm going to have to send it off to the airlines for faring and I can't guarantee how fast they'll come back with a fare [ticketing problem]
y- exactly yes I understand. ok that's great and you did make the
reservation for the uh Monday five twenty nine flight was that possible
to go on flight two nine one from Copenhagen?
yeah I haven't confirmed it yet but I've just (got it
requested. one second
yes B that's that's confirmed now
so we'll just ticket as far as Copenhagen and he'll deal with the rest in Denmark then
is that what you want to do? [ticketing problem again]
you know if it's not back within an hour we'll just ticket him as far as Copenhagen