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1.JF
LOB:SRV / CEBU
Booking Number:170-568-471
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Call Type:Escalation 
T1/Lead:YANCY NUNEZ | Karlo Siscar
Pax/Versec:MITCHELL/JANIECE / secver
Phone/Alternate:404-583-3700

Issue:RCvd Escalation call want to expedite the processed for the refund of her OB flight / took over the call

Resolution:As per pax she was advs by F9 that they alreday processed refund to the card of JF so JF will provide refund to to pax 

as i check / last 25NOV pax called us about the cancellation but agent ddnt make a task so refund will be processed

advs proper action will be given to that specific agent so it wont happen again on othee booking / advs about the her req to expedite the processed / mostly it will take min of 21 to 48 hrs max of 2 to 10 bis days / advs it still defends on her financial intitution to expedite the releasing of teh fune back in her account

advs wait for cancellation email / advs pax if she wnat she can call cer bank and i will req to expedite teh processed on her behalf / as per pax her bank is not yet open as of the moment so pax req for call back 11AM EST

-Cheska

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2.FH
LOB:SRV / MNL
Booking Number:173-368-521
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Call Type:Escalation 
T1/Lead:Ma Princess Aguila / VELLENA
Pax/Versec:Mwamaka Muoka / SECVER
Phone/Alternate:+1 613-841-6603

Issue:Want to change the flight for tom / price that will cost is higher than the amount of the original tkt / pax is not amenable so pax ask for a supe / took over the call

Resolution:As per pax she was advs that to change it will cost around 3000.00 so pax asking for other option

based on AC policy / if pax was tagged as no show changes is not permitted

advs only option is cancellation and have a refund and to booked a brand new tkt

for cancellation penalty will be total of 517.00 / (200.00 mod fee will be charged and 317.00 A/L pen will be deduct on tkt amount)

refund amount is 938.41 and it will take max of 6 to 8 weeks or 1 to 2 billing cycles for the refund / pax ask for the cheap fare for tom / advs will cost 
1747.62 14DEC / ask for diff dates

1772.00 DEC15
1582.48 DEC16
1525.63 DEC17 18HRS layover in LHR

2036.11 DEC18-19
1873.33 DEC20

pax still undecided on how to rebooked but already agreed to processed cancellation / advs 200.00 will be charged and amount that will be refunded is 938.41 and it will take max of 6 to 8 weeks or 1 to 2 billing cycles / okd all processed refund

-Cheska

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3.JF
LOB:SRV / MNL
Booking Number:173-109-041
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Call Type:Escalation
T1/Lead:Catherine Malesido | VELLENA
Pax/Versec:William Welter / 
Phone/Alternate:407-655-3459

Issue:On set of the call asking for a supe / took over the call

Resolution:As per pax he booked reser 3 times and it has been declined / and now pax dont have any tkt but his account was charged so pax want's his money back as soon as possible and ask for manager

upon checking on the booking number provided by the agent / rcvd response that booking not found / possible system issue / call HD , spoke to Claire / took over the call / NFAT

-Cheska

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4.JF
LOB:SRV / CEBU
Booking Number:173345481
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Call Type:Escalation 
T1/Lead:Maria Jonah Papellero / YOSHIDA
Pax/Versec:SWANSON/TOULA /secver
Phone/Alternate:+1 850-585-6609

Issue:Billing issue / as per pax she was charged for 168.00 extra in her account / she only confirmed the tkt for 336.60 per person / took over the call

Resolution:As per checking on the file , on the conf email that we sent / the price that been confirmed is only 673.20 in total |based on teh invoice price is 841.00 cgheck the CART snapshot , it appears that the price per tkt is only 336.60

call HD for assistance if pax req is possible to refund the SRV fee of 168.00 / spoke to LEE but was advs that the SRV fee is not charged on our end

Call HD again , spoke to Christiana / explain the issue / advs me that it is possible to refund teh SRV fee / advs me to create FD tkt and assign to her so she can refund the SRV fee of 168.00 on the booking

advs pax that our manager will now processed the refund of 168.00 / advs w/ the next 24 HRS she will rcvd updated invoice and rcvd teh money amount of 168.00 w/ the next 2 to 10 bis days / pax okd all

created FD tkt and assign to HD / FD tkt#:3765891 

-Cheska

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5.JF
LOB:SRFV / MNL
Booking Number:154-398-571
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Call Type:Escalation
T1/Lead:Jonah Palillo
Pax/Versec:SMART WINCH/RHONDA LEE/secver
Phone/Alternate:207-299-6016

Issue:As per T1 / on set of teh call asking for a manager / took over the call

As per pax , she is Waiting for 300.00 refund w/c manager advs to her that she will rcdv in 10 days last 14NOV/ 

Resolution:As per checking on the reser / booking was handled by HD / auth pay out of 300.00 due to agent error / (incorrect A/L pen) | pay out already approved amount of 300.00 and will be sent to pax thru check

advs will call HD for follow up / call HD spoke to SHYLA / i was advs , she will follow up w/ the accounting dept and she will call back the passenger around 3:30 PM / echoed to pax / okd all

-Cheska

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6.JF
LOB:SRV /MNL
Booking Number:158-879-892
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Call Type:Escalation 
T1/Lead:Danica Marie Callos | SUAN
Pax/Versec:Craig MCInturff / SECVER
Phone/Alternate:+1 540-233-2852

Issue:Customer Complaint / want to cancel but tkt is non ref , only option is to change the tkt but will cost more | pax is not amenable and provide threat of legal action  / toook over the call

Resolution:Set  expectation to pax that all of our tkt is non ref and non changeable unless allowed by the airline / 

advs pax based on the policy provided by teh airline / both tkt is non ref and only possible modification is to chnage the flight / advs total amount of the tkt is 386.8 per person and if they want to modify the flight / it will cost them 400.00 per person + PFD w/c higher than the tkt amount 

advs he can try to contact the insurance company and advs them tehreason of their cancellation / and if their reason is eligeble to file claim for tkt reimbursement / okd all

Provide CSA policy number 19217W3461 and CSA contact number 1-800-348-9505  / pax okd all

-Cheska

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7.JF
LOB:SRV / MNL
Booking Number:173-478-531 
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Call Type:Escalation
T1/Lead:Jerilyn Bandiola / Vellena
Pax/Versec:Matthew Thompson / SECVER
Phone/Alternate:+1 786-816-5287 

Issue:RCvd Escalation call ,pax is not amenable w/ the price of the insurance | as per agent when pax try to purchased amount id only 49.26 but now it went up to 98.54 / took over the call

Resolution:Advs pax based on the history on the file / CSA updated the policy for their reser same as the price / advs JF dont have control for the price of insurance / offer contacting insurance / but pax is not amenable and want us to call CSA on his behalf | and as per pax he want to have 3 way call / want me to stay on the line while his addid the insurance on his tkt only

call CSA 800-348-9505 / MIKE we were advs that for the trip the insurance is 49.27 / pax is not amemable and saying that we misquote him for the price of insurance / want to pay fo the amount he confirmed last night or he will escalate the file / will take legal action against us cos what we did is bait and switch w/ is elligal / ask for manager

call HD / spoke to FABIOLA / she took over the call

advs pax about the AZUL site / for pulling up the booking / advs that the problem is the site / best option is to call

for the Global Entry Number / i will go ahead and add it / and will just put complete notes on teh file / okd all

added this KTN in GDS 996236025 under the name of MATTHEW  / NFAT

-Cheska

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-Cheska

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-Cheska

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-Cheska

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-Cheska

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-Cheska

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1B 05:45
LB 07:30
2B 10:00