I need to respond to a customer about a flight-ticket issue. Write a helpful support reply based only on the information below. Customer message: [CUSTOMER MESSAGE] Booking and itinerary details: [BOOKING DETAILS] Applicable airline, agency, fare, or policy information: [POLICY DETAILS] Actions already taken and current status: [CASE STATUS] My support-channel limits and escalation route: [SUPPORT LIMITS] First, identify the customer’s actual request and any time-sensitive risk, such as departure within 24 hours, an airport check-in deadline, visa implications, or an unprotected missed connection. Then write the final reply in 170–260 words.
Use this structure: 1. Acknowledge the disruption or concern in one sentence without over-apologizing or accepting fault not established by the record. 2. State the verified facts: flight number or route only if supplied, current booking status, and the relevant rule in plain language. 3. Give the customer the next action in numbered steps. Include exactly where they should act: airline app, airport desk, travel agency, insurer, or my team. 4. State any deadline, likely fee, documents to bring, or information still needed. If the policy does not establish an entitlement, say that approval, waiver, refund, or compensation is not guaranteed. 5. Close with the escalation or follow-up path and what information will speed it up. Do not invent availability, prices, waiver eligibility, compensation rights, confirmations, contact numbers, or policy terms. Do not tell the customer to wait vaguely. If a required fact is missing, ask up to 3 clarifying questions before drafting. Before answering, self-check that every factual claim is supported by the inputs and that the customer can tell who must take the next step and by when.
Fill in
| Placeholder | What to enter | Example |
|---|---|---|
| [CUSTOMER MESSAGE] | Paste the customer’s message in full, including the problem they want resolved. | My Boston-to-Denver flight was canceled tonight and the app moved me to tomorrow afternoon. I need to be at a wedding rehearsal tomorrow morning. Can you put me on another airline? |
| [BOOKING DETAILS] | Enter confirmed itinerary, ticket status, booking channel, fare type, and relevant dates. | Booking Q7L9KP; BOS-DEN on Frontier 124, Sep 18, canceled; replacement offered Sep 19 at 2:35 p.m.; ticket bought directly from Frontier. |
| [POLICY DETAILS] | Paste the applicable airline, travel-agent, refund, change, or disruption policy. | For a cancellation, customers may accept the rebooking, request a refund for the unused ticket, or ask the airline for alternate options. Other-airline rebooking is not guaranteed. |
| [CASE STATUS] | Describe what has already been checked, changed, refunded, or declined. | Customer has not accepted the replacement. No seats have been verified on other flights. |
| [SUPPORT LIMITS] | State what your team can do directly and where unresolved cases must be escalated. | We can explain options but cannot change Frontier tickets. Direct the customer to Frontier chat or the airport ticket counter; escalate documented agent refusals to our travel-support lead. |
How to use
- Paste the customer’s original wording, not a summary that removes timing or emotional context.
- Add only policy language that applies to this ticket and booking channel.
- Check that the reply separates verified options from requests the airline may still deny.
- Follow up with: “Rewrite this for a customer departing in [HOURS], keeping only actions they can complete before check-in closes.”
Variations
Refund request
Use when the customer wants money back for an unused or disrupted ticket.
Draft a 140–220 word request for a refund or a clear support response using [BOOKING FACTS], [DISRUPTION RECORD], and [REFUND POLICY]. State whether the request is for the full unused ticket, a partial unused segment, or ancillary fees. List supporting records to attach, name any deadline, and avoid claiming a refund is owed unless the policy says so. Ask up to 3 questions only if a required fact is missing. Before finalizing, flag each unsupported entitlement or amount.
Name correction
Use when a traveler’s ticket name does not match their ID.
Prepare a practical response for a ticket-name correction using [CURRENT TICKET NAME], [NAME ON ID], [AIRLINE RULE], and [DEPARTURE TIME]. Explain whether the issue appears to be a minor correction or a transfer request, because those are handled differently. Give numbered actions, required documents, fees only if documented, and the right contact route. Do not guarantee boarding. Ask up to 3 questions if needed, then check that every rule stated comes from the supplied policy.
Missed connection
Use after a delayed inbound flight causes a missed onward flight.
Write a 180-word customer-support reply about a missed connection using [ITINERARY], [CAUSE OF DELAY], [TICKET ARRANGEMENT], and [CURRENT LOCATION]. Distinguish a single protected itinerary from separate tickets. Give immediate airport actions, baggage guidance only if confirmed, and the appropriate rebooking or insurer route. Do not assume the onward carrier will rebook a separate ticket. Ask up to 3 clarifying questions if needed. Check that the customer’s next action is possible at their current location.
Tips
- Treat a single airline itinerary and separate tickets as different cases; a missed connection on separate tickets often has no automatic rebooking protection.
- Quote a policy’s condition, not its conclusion: say what triggers eligibility and who makes the decision.
- For travel within 24 hours, put the fastest usable channel first, usually the carrier’s app, phone line, or airport desk.
- Keep reference numbers, screenshots, cancellation notices, and agent timestamps together before asking for a refund or insurance claim.
FAQ
Can AI tell me whether I am legally entitled to compensation?
It can help organize the facts and explain the policy you provide, but compensation rights depend on the route, carrier, cause, and governing rules. Confirm a disputed claim with the airline, regulator, insurer, or qualified adviser.
Should the reply promise a rebooking on another airline?
No. State it as a request or possibility unless availability and the carrier’s authority to issue it are already confirmed.
What should I include for a flight leaving soon?
Include the scheduled departure, current location, check-in status, and whether the traveler has checked baggage. Those facts determine the next practical action.