PHONE CALL

1. ANSWER WITH CUSTOMER'S NAME - ASK IF THE CUSTOMER NEEDS HELP WITH AN EXISTING RESERVATION

1.1. DO NEED HELP WITH EXISTING RESERVATION ?

1.1.1. FLIGHT INFORMATION

1.1.2. 1. BAGGAGE INFORMATION

1.1.2.1. SEND VIA TEXT OR EMAIL

1.1.3. 2- CHANGE

1.1.3.1. ASK ABOUT CHANGE

1.1.4. 3. CANCELLATION

2. CAN'T RECOGNIZE THE NUMBER - ASK IF THE CALLER IS AN EXISTING CUSTOMER AND ASK FOR THE PHONE NUMBER ASSOCIATED WITH THE RESERVATION OR IF THE CALLER WOULD LIKE TO START A NEW RESERVATION

2.1. EXISTING CUSTOMER

2.1.1. NEW CUSTOMER