CROSS SCRIPT

Agent: Good [morning/afternoon/evening], may I speak with [Customer's Name] please?

Agent: Hello [Customer's Name], this is [Agent's Name] calling from OOJO.com, where you have
booked your travel ticket. I hope you're doing well today. I'm calling to reconfirm your upcoming
booking with us and to ensure that you've received your e-ticket via email. May I take a moment
of your time to go through some details?

Customer: "Sure."

Agent: Great! First, I would like to confirm that you've received your e-ticket in your email. Have
you had a chance to check your inbox for the e-ticket we sent?"

Customer: "Yes, I have received it." / "No, I haven't checked yet."

Agent: If you haven't seen it yet, could you please check your inbox, including the spam or junk
folder, just in case? I can resend it if necessary.

Customer: "Yes, I have received it."

Agent: To ensure everything is accurate, I would like to verify the passenger information and
your itinerary. Could you please allow me to confirm the names of the passengers traveling?

[Phonetically confirm]

Agent: Thank you. Now, let’s go over your itinerary. Your flight is scheduled for [Date] from
[Departure City] to [Destination City], departing at [Time]. Is that correct?

Customer: "Yes, that's correct."

Agent: Excellent. Also, I see that you have [number] pieces of checked baggage included. Does
that align with your expectations?"

Customer: "Yes, it does."

Agent: Wonderful. I also wanted to inform you about some additional services we offer to
enhance your travel experience. Would you be interested in selecting your meals, sharing your
seat preference, or any other services such as extra baggage or getting your mileage accounts
info updated in this reservation?

Assign what we can assign, and for the rest - use the “Send to CS” option.

Agent: Before we proceed further, I would like to remind you that the fares for your booking are
non-refundable, non-exchangeable, non-transferable and non reroutable. This means that once
purchased, they cannot be refunded, or exchanged, or altered in any way for free. Do you have
any questions regarding this policy?

Customer: "No, that's clear."

Agent: Great. Please ensure that you have all the necessary travel documents required for your
trip, such as a valid passport, visa, or any other relevant documents. It's important to check the
specific requirements for your destination.

Customer: "Thank you for the reminder."

Agent: Lastly, I wanted to tell you about our Travel Care Service Package. With years of
experience and customer feedback that we gathered, now, with OOJO, you have the
opportunity to cancel or Change your travel dates FOR ABSOLUTELY ANY REASON up to 72 hours
to the flight.

When I say fully, yes, you heard it right! You can cancel the fully unused ticket anytime prior to
72 hours to the flight FOR ANY REASON, and still save all of the money you paid as airline credit
that you can use for one full year. Not just that, in case you prefer to get the money refunded,
we guarantee that regardless of the fare restrictions - like I mentioned before - you will have
guaranteed 75% of the ticket price refunded back to you right-away.

However, if you are sure of not canceling the trip but still consider keeping the option of
changing the dates in the future, I really would like you to take the advantage of our Travel Care
Service premium package. Suppose, in case of any changes to the plans that call for an exchange
of your tickets, WITHOUT ANY REASON BEING ASKED, we got you covered up-to [Ticket price]
and all that you will have to cover will be the difference in fare for the new dates, but this is
where our 24/7 VIP support team expertise comes in. We are confident that our VIP service
team will always do what is best for you.

I would also like to highlight that for any cancellation or misconnection during the trip, since our
services are aligned to accommodate your schedule seamlessly, our VIP team will help you with
a reasonable alternative, considering all alternative possibilities. Even in case the option
suggested by the airline includes a long layover. And, if that brings an extra cost to be covered,
we will also cover up to a 1000$ from our side, for you to be able to pick an alternative you
actually prefer.

If by chance such misconnection or cancellation lead to delay of your arrival to the destination
for 6 hours or more than the anticipated arrival, we will make sure to compensate 300$ a
voucher per passenger for the inconvenience, all you have to do is to notify us on the same
within 12 hours of your arrival. Just a simple email will do. And these benefits are applicable for
your full trip going and on return.

If all goes as planned, and you do not end up using any of the benefits of the travel care service,
you will still have a 25$ voucher for you once you return home. Just share your feedback and
the voucher will be activated.

Any of the vouchers I've mentioned would be yours, so you can decide how you want to use
them. and, you have one full year to decide!

So, should I go ahead and add it for your reservation?

Customer: "Yes, I would." / "No, thank you."

Closing:
Agent: Thank you so much for your time [Customer name]. It was really nice talking to you. To
help us improve our services, We would love to hear your feedback. I have shared an email with
a link to share your feedback.

Additionally, If you have had a positive experience with us, please share OOJO with your friends
and family whenever they are in need of travel.

Thank you for your time, [Customer's Name]. If you have any other questions or need further
assistance, please don't hesitate to contact us. We wish you a pleasant journey and look
forward to serving you again in the future. Have a great day!

Customer: "Thank you."

Agent: Goodbye.