WorksheetsC-SAT WORKSHOP BEX
Total questions: 10
Worksheet time: 20mins
The customer would like to cancel a ESR non-refundable room but the hotel refuse to cancel for free.
"I called the hotel to ask the cancellation for free but the hotel does not want to change his policy which is non refundable. I can not refund you if we cancel this booking. As an alternative solution we can change the name of the occupant of the room for free in case you know someone who can benefits of this room."
"As this is written down in your booking confirmation, you have selected a non refundable booking. For any cancellation for any reason, you will not get the refund. I suggest you to take a refundable room next time."
"The total amount of your booking will be charged because the hotel did not give us the agreement. What I suggest to you is to contact the hotel directly in order to ask a waiver and then call us back so that we can process the refund."
The customer explains she selected the wrong dates on her flight booking which is non changeable and non refundable.
"I understand your situation so I will contact the airline in order to ask if we can do the change for free."
"I am sorry to tell you that your flight ticket is no changeable. Since this is your fault I can not do anything for you"
"Based on the fare rules, it´s not possible to change your flight. If you are sure you can not travel for this dates, the alternative solution would be to check a possible cancellation and refund. Afterwards we can book a new ticket for the correct dates."
The car rental company refuses to give the car to the customer because he has a Debit Card and not a Credit Card.
"Documents and credit cards are your responsibility therefore you have to arrange an agreement directly with the supplier."
"Unfortunately, It is not our responsibility since you need to read all the conditions before making a reservation. It’s in the conditions that you need to have a valid credit card."
"I will contact the supplier and try to get a full refund. Next time please make sure that you use a credit card on the driver´s name."
The customer tried to cancel through the website but due to an error the cancellation was not made. The reservation is inside penalty and the hotel doesn´t give the agreement to cancel without fees.
"Since my system does not allow to change anything, I would kindly ask you to contact the hotel directly. Do you need the number?"
"I'm sorry for this inconvenience, we will escalate your case to the responsable department. In case of a positive outcome we will refund the total amount of the reservation."
"I wish I could help you but since the reservation is already inside penalty we will charge you the total amount of the reservation."
The customer is calling to request an invoice with VAT (ESR booking).
" We do not charge VAT on bookings. This is due to the operation of a special EU VAT scheme for tour operators and travel agents. But you can print the receipt on the website and I can help you going through the steps."
" I am sorry to tell you that Expedia does not do invoice because this is an american company. But do not worry the booking confirmation is an enough proof of payment."
"Only the hotel can issue an invoice with VAT. Please, contact them and they will help you! Do you need the hotel contact details?"
The car rental company cancelled the reservation because of late arrival. The customer calls and expects a refund from Expedia. The car company is closed during this call.
" I need the approval of the car rental coompany to refund you. Since the car rental company is closed right now, please call us back later and we will try again"
"I need the approval of the car rental coompany to refund you. Since the car rental company is closed right now, I will follow up this case and will send you an answer by email within 72 hours."
"Since this is your mistake Expedia can not refund you. What I would suggest is you call the car rental company directly later to ask a refund."
The customer calls to cancel a non refundable flight reservation. As per policy he/ she will only get 5,32€ as refund for the taxes. He/she gets very angry.
"As per fare rules we can only refund the taxes and can offer you a voucher for the inconvience."
"Please contact directly the airline to request the full refund."
"As per fare rules we can only refund the taxes. Please check with your credit card company if you have an insurance for this case and we can send you the cancellation confirmation."
The customer is at hotel reception to do check-in but the hotel explains to customer he is full (overbooking). The customer is furious because he does not understand why he received the Expedia booking confirmation if there are no rooms available.
"This is hotel fault since there was availability on our website. This is Hotel responsability so please ask at the reception to speak with the manager to find a solution."
"When you do a reservation on our website you always should contact directly the hotel to arrange check in. So, there is nothing we can do for you, sorry."
"We are sorry for the inconvenience. Please, wait on the line, I will call the hotel to confirm the overbooking and then transfer you to our relocation team so they can provide an alternative!"
The customer calls to gather information concerning luggage for his flight booking because at time of booking there were no information on the website.
"For this flight reservation the luggage is not included. You have always the opportunity to check the luggage information on our website during the booking process. If you want, I can show you the steps how to add the luggage on the airline website to guarantee a cheaper price."
" In order to follow up your case, please send us a complaint via our website, so we can give you a voucher for this inconvience."
"For this flight reservation the luggage is not included. You have always the opportunity to check the luggage information on our website during the booking process."
The customer books for June 2019 and receives an email from the hotel explaining that the payment is not OK (Hotel collect - Payment 100% after booking).
"If you want, I can cancel this booking and we do a new reservation."
" Please give me your new credit card details so I can pass them to the hotel to guarantee your booking."
"We have the information the hotel should charged your credit card just after booking. If your credit card did not work, please contact directly the hotel in order to provide a valid credit card to guarantee your booking. Due to security reasons, it´s not possible for us to transmit credit card/bank details to hotel"
