What English do you need at the airport?

Thank you for calling Pacific Airlines. Please say or enter your booking reference number or frequent flyer number.

感谢致电太平洋航空。请说出或输入您的预订参考号或常旅客号。

💡 航空公司电话系统通常要求先输入预订号或常旅客号来调出你的记录。booking reference 也叫 confirmation code 或 record locator，通常是 6 位字母数字组合。

I found a booking for Wei Chen, flying from San Francisco to New York JFK on April 3rd. For changes to this booking, press 1. For seat selection, press 2. For baggage information, press 3. For all other inquiries, press 0.

找到 Wei Chen 的预订，4月3日从旧金山飞纽约 JFK。修改预订请按 1。选座请按 2。行李信息请按 3。其他咨询请按 0。

Thank you for calling Pacific Airlines. My name is Rachel. I can see your booking — SFO to JFK on April 3rd. How can I help you today?

感谢致电太平洋航空。我是 Rachel。我能看到您的预订——4月3日旧金山到纽约 JFK。今天有什么可以帮您的？

Let me check availability for April 5th... OK, we have several options. There's an 8:15 a.m. departure, a 12:30 p.m., and a 6:45 p.m. Now, I should let you know about the change fee. Your ticket class is Main Cabin, which has a $75 change fee. Plus, there may be a fare difference depending on which flight you choose. Would you like me to check the pricing?

让我查一下 4 月 5 日的空位……好的，有几个选项。早上 8:15 起飞、中午 12:30、晚上 6:45。我需要告诉您改签费的事。您的票等级是经济舱，改签费 75 美元。另外，根据您选择的航班，可能还有票价差额。要我查一下价格吗？

For the 12:30 p.m. on April 5th, the fare difference is $45, plus the $75 change fee. So the total additional cost would be $120. If you'd like to avoid the change fee in the future, our Pacific Plus fare includes free changes. Would you like to proceed with the change?

4 月 5 日 12:30 的航班，票价差额是 45 美元，加上 75 美元改签费。所以额外费用总共 120 美元。如果以后想免改签费，我们的 Pacific Plus 票价包含免费改签。要继续改签吗？

Done! Your flight has been changed to Pacific Airlines flight PA-229, departing SFO at 12:30 p.m. on April 5th, arriving JFK at 9:15 p.m. Eastern. The $120 has been charged to your Visa ending in 4483. You'll receive an updated confirmation email shortly. Anything else I can help with?

搞定！您的航班已改为太平洋航空 PA-229，4 月 5 日中午 12:30 从 SFO 起飞，晚上 9:15 东部时间到达 JFK。120 美元已从您尾号 4483 的 Visa 卡扣除。您很快会收到更新的确认邮件。还有别的需要帮忙的吗？

💡 美国跨时区飞行时，到达时间通常用目的地的时区标注。旧金山是太平洋时区（PT），纽约是东部时区（ET），相差 3 小时。

Due to high call volume, your estimated wait time is approximately 35 minutes. Please stay on the line, or you can request a callback by pressing 2.

由于来电量大，您的预计等待时间约 35 分钟。请保持在线，或按 2 请求回拨。

💡 航班大面积取消时，客服电话等待 30-60 分钟是常态。callback（回拨）功能可以让你挂断等电话回来，不用一直举着电话。

Thank you so much for your patience. This is Jason with Pacific Airlines. I see you're calling about booking XKQR47. I can see that flight PA-229 on April 5th has been cancelled due to operational reasons. I sincerely apologize for the inconvenience. How can I help you with this?

非常感谢您的耐心等待。我是太平洋航空的 Jason。我看到您打电话是关于预订 XKQR47。4 月 5 日的 PA-229 航班已因运营原因取消。我为给您带来的不便深表歉意。我能怎么帮您？

I completely understand. Before I process the refund, I do want to let you know about your options. We can rebook you on the next available flight at no additional cost — there's one tomorrow at 7:30 a.m. Or I can offer you a travel credit for the full amount plus an additional $100 as a goodwill gesture. The credit would be valid for 12 months. Or, of course, I can process a full refund. What would you prefer?

我完全理解。在处理退款之前，我想告诉您所有选项。我们可以免费帮您改签到下一个可用航班——明天早上 7:30 有一班。或者我可以给您全额旅行代金券再额外加 100 美元作为善意补偿。代金券有效期 12 个月。当然，我也可以处理全额退款。您更想要哪个？

Absolutely. I'm processing a full refund of $387 to your Visa ending in 4483. This includes the original ticket price plus the $120 change fee you paid earlier — since the cancellation was on our end, we're refunding everything. The refund will appear on your statement within 7 to 10 business days. You'll also receive a refund confirmation email. Is there anything else?

没问题。我正在处理 387 美元的全额退款到您尾号 4483 的 Visa 卡。这包含原始票价加上您之前支付的 120 美元改签费——因为是我们方面的取消，所以全部退还。退款将在 7 到 10 个工作日内出现在您的账单上。您还会收到退款确认邮件。还有别的吗？

Of course. Your refund reference number is RF-2024-04-05-7823. If the refund hasn't appeared after 10 business days, call us back with that number and we can investigate. Again, I'm sorry about the cancellation. Is there anything else?

当然。您的退款参考号是 RF-2024-04-05-7823。如果 10 个工作日后退款还没到账，用这个号码打电话给我们，我们可以调查。再次为取消道歉。还有别的吗？