John's Journey 將是旅程

受到武漢肺炎的影響，導致2月底前往 新加坡 的旅行取消了，

幸好趕在出發前得知退票消息，就趕緊與"線上客服"對話！ 破英文也適用喔~

第一個步驟就是連結上"捷星台灣"的臉書粉絲團，

點選置頂的連結  https://www.jetstar.com/hk/zh/travel-alerts ，

後續往下拉，找到Chat Now就趕快點進去，

因為這樣才能直接面對線上客服人員！！！

(下圖為2020/2/22找到的資訊，暫且留存)

第二個步驟在點選Chat Now之後，就必須填寫基本資料，

包含1.名字、2.姓氏、3.電子信箱、4.機票的訂位代號。

填寫完，才有辦法與線上客服聊天，然後這個網頁不能關閉，一關閉就要重來！

此時，可能需要等待5~10分鐘，才會有有空的客服出現，

這時可以喘口氣，休息一下，然後開google翻譯以備不時之需。

第三個步驟就是開始問答，

線上客服會先告知注意事項，然後說名字後，詢問有什麼需要幫忙的事情。

後續對話不脫離下列3件事。

1.打招呼，告知因為武漢肺炎而要求退款。

2.告知訴求並確認，如退費、改班、換代金券...等。

3.對話中一定要有禮貌！

  實際對話如下，歡迎參考。

[代金券使用方式]

可以參考官網

https://www.jetstar.com/tw/zh/help/articles/jetstar-flight-rewards-voucher-terms-and-conditions

[後記]

時間序紀錄：

2/22(六)完成線上對話、

2/24(一)下午從電子信箱中收到代金券。

以下節錄對話，因為後續捷星會將對話紀錄寄到您的信箱中，

來確保雙方沒有其他問題！

( 2m 29s ) OOO: *Please do not share your credit card information, security code or CVV in this chat window.*
Hi, my name is OOO. How can I help you today?
( 3m 29s ) 我: hello OOO! i would like to request the refund due to Corona virus.

( 4m 37s ) 我: My traveling on a Jetstar flight to Singapore between 24th Jan to 31st Mar.

→ 打招呼，告知因為武漢肺炎而要求退款。

( 4m 41s ) OOO: Hi there, 我. Let me check this for you. One moment please.

→ 客服確認中。

( 4m 51s ) 我: okay. thanks a lot
( 8m 21s ) OOO: No worries.

( 10m 3s ) OOO: Thank you for waiting. Upon checking here, we can now cancel and refund your booking via a voucher. Shall we proceed? 

→ 客服說：感謝等待，經過確認後，我們可以取消和退回代金券。我們可以繼續進行嗎?

( 11m 35s ) 我: Okay! sounds great, but the real money back is better.
( 13m 31s ) OOO: I'm sorry about that. I'm afraid that what we can only provide is a free move or a refund via a voucher.

→ 在此與客服確認只能退成代金券。

( 16m 6s ) 我: So if I choose the free move, how will it works? Should I pay more? and what's the day I can choose?
( 16m 46s ) 我: Does it have some limitation?
( 18m 8s ) OOO: One moment please.

→ 詢問如果換成改機票，如何進行。

( 34m 42s ) OOO: Thank you for patiently waiting Upon further checking here, we can change your date of travel with a waived change fee (fare difference will apply) for flights departing before 31 August 2020. I can check the price for you if you like, If not, we can cancel and refund your booking via a voucher instead.

→ 客服回覆1：如果改機票需要2020年8月底前搭乘，需要付改票費(會因為日期不同)，並可協助確認價格。

如果不要，就還是退成代金券。

Please be advised that the voucher is valid for 6 months but it doesn't necessarily mean that you have to travel within 6 months, you just need to book any available flight on our website. If you still can't travel you can have someone else use the voucher like a family member or a friend as long as you remain as the contact person on the booking because the voucher is under your name.

→ 客服回覆2：代金券需在2020年8月底前使用，但機票不一定要在8月底前出發，如果本人沒空可以用自己的名字去幫朋友訂購。

Also, the voucher can only be redeemed in one booking and any amount not redeemed in that booking will be forfeited. If the new booking is priced higher than the voucher, kindly use the voucher first as mode of payment and the balance can be paid using a different form of payment like a credit card. If you use the credit card first, the whole amount will be debited from it and you won't be able to use the voucher.
→ 客服回覆3：一張代金券的金額，要在一次用完，未用完就會消失。(跟夜市券一樣的概念XD)

新預訂的金額高於代金券，則先扣除代金券金額，餘款可用其他方式用，所以務必先使用代金券。

如果先使用信用卡，則不會用到代金券。(這句有點複雜，待後續買票來查證)

If you are unable to use the voucher, someone else can use it and you can make arrangements with them as long as you put your contact details on the new booking because the voucher is under your name.

→ 客服回覆4(最後的提醒)：如果你沒用到，可以給其他人使用，只要將你的聯絡方式放在新預訂上面則可，因為代金券是你的名字。

( 41m 59s ) 我: And another question, if I chose to get the voucher, I could only use one time? ---> it doesn't look like the real voucher. 
( 43m 2s ) OOO: The voucher can only be used one time. If you like, we can divide the amount so that you will have more vouchers with you. However, the expiration dates will be the same.

→ 客服說明可以將代金券切割！ (就是說一萬元可以分為五千、三千、二千各一張之類的！)

( 46m 24s ) 我:  so if I would like to divide to 5 vouchers, can I use 4 of them on 1 time?
( 47m 9s ) OOO: Yes, you can use the 4 vouchers one time in a same booking if you like.

→ 客服說明代金券的使用方式，不一定要一次用完。

( 49m 15s ) 我: but if i can not use it until 31st August, it will disappear?
( 49m 33s ) OOO: I'm sorry, are you referring to the voucher?
( 49m 54s ) 我: yes!
( 50m 32s ) 我: I am afraid that the Corona virus will spread all of the world for many months.....
( 51m 2s ) OOO: I see, in that case, you may chat us back for us to check what we can do to help you if you weren't able to use the vouchers. However, I cannot guarantee it.

→ 客服說明如果無法使用代金券，可以再與線上客服尋求協助，但無法保證結果。

( 1h 7m 22s ) 我: Can i divide for (New Taiwan dollars) in NTD.
( 1h 7m 46s ) 我: NTD4000*1, NTDXXX, and others, please
( 1h 11m 38s ) OOO: Do you mean, there will be 1x4000 Taiwanese Dong (TWD - for it can only be processed on what is the currency used in the booking), 1xXXXTWD and the remaining is XXX TWD because the total amount of your booking is XXXX TWD. Correct ?
( 1h 12m 29s ) 我: Correct!! thank you!
( 1h 12m 58s ) OOO: Noted. I'll be right back with you.

→ 確認換成不同等份的代金券。

( 1h 13m 31s ) 我: okay!! thanks mate!
( 1h 15m 22s ) OOO: You're welcome. :)

→ 感謝客服協助。

( 1h 17m 41s ) OOO Thank you for waiting. Before we proceed, please be advised that once we cancelled the booking it can no longer be reinstated. Do you agree? Also, does the cancellation will be for both flights. Correct?
( 1h 18m 25s ) 我: Correct! thanks for asking.

→ 客服提醒：確認要進行換代金券的過程嗎? 取消航班就不能恢復囉!

→ 我：對，謝謝。

結果：OOO客服竟然消失了....

馬上換了一位客服PPP。

( 1h 19m 47s ) PPP: *Please do not share your credit card information, security code or CVV in this chat window.*
Hi, my name is PPP. How can I help you today?
( 1h 21m 19s ) 我: hello PPP. umm.. where is OOO?

( 1h 22m 36s ) PPP: Hi, 我. There's a possibility that you got disconnected with the previous agent. How may I assist you today with your Jetstar booking?
( 1h 23m 59s ) 我: i would like to request the refund due to Corona virus and My traveling on a Jetstar flight to Singapore between 24th Jan to 31st Mar.
( 1h 26m 25s ) PPP: If you don't mind me asking, may I know if are you a local resident from Taiwan?
→ 臺灣出現了！

( 1h 27m 42s ) 我: yes, i am from Taiwan!
( 1h 28m 4s ) PPP: Thank you for confirming. Please allow me a minute or two to review the booking.
( 1h 28m 26s ) 我 Okay, thanks.
( 1h 31m 3s ) PPP: Just to confirm, you won't be able to take both flights on A Feb and on B Feb. Is that right?

→ 確認原本航班

( 1h 32m 18s ) 我: on *C Feb and on B Feb
( 1h 34m 55s ) PPP: Thank you for verifying. And I'm sorry for the typo. Yes, the departure flight is on C Feb.
( 1h 35m 25s ) PPP: I can process a travel voucher for booking reference LLXXXX. Shall we go ahead and process it now?

→ 客服找到我的訂位代號，並詢問是否繼續進行換"代金券"一事。

( 1h 36m 38s ) 我: yes, we can process a travel voucher. but i would like to divide the voucher.
( 1h 37m 11s ) 我: OOO said that I can divide the amount.

→ 我：對，我想要換成幾個等份的代金券。

( 1h 37m 26s ) PPP: There's a notes on the booking that you were offered to divide the voucher to the following amounts.

1 x 4,000 TWD
1 x XXX TWD
1 x XXX TWD
( 1h 37m 56s ) PPP: Shall we go ahead and process them now?
( 1h 38m 41s ) 我: yes, please.
( 1h 39m 0s ) 我: wow!! you can see the notes
( 1h 39m 32s ) PPP: OOO left a notes on your booking.
( 1h 39m 52s ) PPP: Kindly verify if XXXX@gmail.com is the correct email address?

→ PPP客服找到上個OOO客服的對話，並協助確認我的電子信箱。

( 1h 41m 23s ) 我: yes! my email is XXXX@gmail.com
( 1h 42m 5s ) PPP: Thank you for confirming the email address.
( 1h 42m 36s ) PPP: Just a reminder, all flights on booking reference LLXXXX will be deleted. And these flights cannot be reinstated once deleted.
( 1h 42m 52s ) 我: No worries :)
( 1h 42m 58s ) 我: yes, it is alright
( 1h 43m 27s ) PPP: I'll just need another minute or two - thanks for sitting tight.
( 1h 44m 8s ) 我: It's awesome :)
( 1h 46m 40s ) PPP: Another minute or two please. I truly appreciate your patience.
( 1h 47m 23s ) 我: OKei ~
( 1h 50m 20s ) PPP: I'm going to need a bit more time to get this sorted. Bear with me.
( 1h 50m 57s ) 我: No problem.
( 1h 51m 29s ) 我: It's worth the wait.
( 1h 54m 11s ) PPP: Thank you for patiently waiting, 我. Good news. I have already process the travel voucher for booking reference LLXXXX. It will be sent to XXXX@gmail.com within 5 business days. Is there anything else I can help you with today?

→ PPP客服已協助轉成代金券的過程，需要5個工作天。

( 1h 55m 55s ) 我: Wow!! Just waiting for least than 5 business days.
( 1h 56m 8s ) 我: It is really awesome.
( 1h 57m 2s ) 我: I think that I don't have any questions now. So i just wait for 5 days, is that correct?
( 1h 57m 34s ) PPP: That will be 5 business days. Just a reminder, Saturdays and Sundays are not included as business days.

→ 客服說明六日不在工作天裡面。

( 1h 57m 37s ) PPP: May I know if there's anything else that I can help you with today?
( 1h 57m 59s ) 我: okay!
( 1h 58m 25s ) 我: So if I cann't receive the vouchers, how can I do?
( 1h 59m 33s ) PPP: You may chat us back if you didn't received the vouchers after 5 business days for us to check it for you in our system.

( 2h 0m 28s ) 我: okay!!
( 2h 1m 37s ) 我: You and your team are s lovely and helpful. I do really appreciate that :)
( 2h 2m 24s ) PPP: You're welcome and thank you very much for that, 我. Great to chat with you - I hope it was helpful. Before you head off, would you mind clicking 'End Conversation' (in the top right-hand corner) to answer a few quick questions about your experience today? We're always looking to sharpen up the way we do things.

→ 客服：結束請按結束對話"End Conversation"，去回答今天經驗的問題。

後續捷星台灣就把對話紀錄寄給我的電子信箱了！