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Side A ------ Side B
I'd like to cancel my reservation. Can you help me with that? ------ What is your confirmation number? Please hold while I look up your confirmation. May I put in the notes the reason for your cancellation? Was it something regarding Alexis? [Go to Status and change to cancellation.Enter reason, customer and client if different, time, date that it was cancelled in incidents Then send updated email checking box that indicates CANCELLATION.
What are your cancellation fees? ------ Before cancellation period, no fee.Within time period, 50% minus fuel and gratuity. Within 1 hour of run, without gratuity or fuel. General cancellation policy per vehicle: Towncar, SUV's, Limo's- 2 hours for transfers, 4 hours on hourly's. Hummer limo's, limo buses, vans - 24 hours. New Years - 24 hours on all cars. High school dance/proms -40% after deposit cancellation fee on all cars
I want to change my reservation. Can you help me with that? ------ What is your confirmation number? As I'm looking up your reservation, what changes would you like to make? [Make change. Send updated confirmation checking the box indicating MODIFY]
Can you fax a reservation confirmation to me? ------ Of course, it may take up to 1 hour to send a fax reservation confirmation to you. What fax number would you like me to send fax confirmation to? [Then email fax to 1+ phone number@myfax.com
I can't wait 1-hour. Can you send a confirmation now? ------ I'll do the best I can. I'll put it on the top of the pile but it will still take 15-20 minutes to send the email out. [Then make it a priority before other reservations you might have been working on]
What is my confirmation number? ------ Please hold while I look it up for you. [Then generate a place holder setting.for each of their trips and provide those confirmation numbers.
Why does my confirmation only list 1 hour when the drip will last 3 hours? ------ For transfers, the reservation system automatically lists 1 hour as the smallest unit. Rest assured that for transfers, it is the same price for however long it takes the car to get to the destination. [If they insist on getting the paperwork listing more accurate times b/c they or their boss is nitpicky, suggest you can manually make the change and send them a new confirmation. 
Why do you have a cancellation fee? ------ We already set aside a driver and car for the time period you reserved
Can I get an email confirmation with a price on it? ------ Yes, I can certainly help you with that. Please note that the price on the invoice is only an estimation. Charges may vary based on actual vehicle usage and the driver wait time. If you just want a receipt at the end of the trip, we can also provide that to you by email. [The send trip sheet with pricing, put in notes, "ESTIMATED TOTAL. ACTUAL CHARGES MAY VARY BASED ON ACTUAL USAGE"]

Side A ------ Side B
I'd like to cancel my reservation. Can you help me with that? ------ What is your confirmation number? Please hold while I look up your confirmation. May I put in the notes the reason for your cancellation? Was it something regarding Alexis? [Go to Status and change to cancellation.Enter reason, customer and client if different, time, date that it was cancelled in incidents Then send updated email checking box that indicates CANCELLATION.
What are your cancellation fees? ------ Before cancellation period, no fee.Within time period, 50% minus fuel and gratuity. Within 1 hour of run, without gratuity or fuel. General cancellation policy per vehicle: Towncar, SUV's, Limo's- 2 hours for transfers, 4 hours on hourly's. Hummer limo's, limo buses, vans - 24 hours. New Years - 24 hours on all cars. High school dance/proms -40% after deposit cancellation fee on all cars
I want to change my reservation. Can you help me with that? ------ What is your confirmation number? As I'm looking up your reservation, what changes would you like to make? [Make change. Send updated confirmation checking the box indicating MODIFY]
Can you fax a reservation confirmation to me? ------ Of course, it may take up to 1 hour to send a fax reservation confirmation to you. What fax number would you like me to send fax confirmation to? [Then email fax to 1+ phone number@myfax.com
I can't wait 1-hour. Can you send a confirmation now? ------ I'll do the best I can. I'll put it on the top of the pile but it will still take 15-20 minutes to send the email out. [Then make it a priority before other reservations you might have been working on]
What is my confirmation number? ------ Please hold while I look it up for you. [Then generate a place holder setting.for each of their trips and provide those confirmation numbers.
Why does my confirmation only list 1 hour when the drip will last 3 hours? ------ For transfers, the reservation system automatically lists 1 hour as the smallest unit. Rest assured that for transfers, it is the same price for however long it takes the car to get to the destination. [If they insist on getting the paperwork listing more accurate times b/c they or their boss is nitpicky, suggest you can manually make the change and send them a new confirmation. 
Why do you have a cancellation fee? ------ We already set aside a driver and car for the time period you reserved
Can I get an email confirmation with a price on it? ------ Yes, I can certainly help you with that. Please note that the price on the invoice is only an estimation. Charges may vary based on actual vehicle usage and the driver wait time. If you just want a receipt at the end of the trip, we can also provide that to you by email. [The send trip sheet with pricing, put in notes, "ESTIMATED TOTAL. ACTUAL CHARGES MAY VARY BASED ON ACTUAL USAGE"]