EN -Scripts

Retention 50K
Challenge

ISSUE DATE: November 2023

CONFIDENTIAL – NOT INTENDED FOR UNAUTHORISED DISTRIBUTION

eDreams ODIGEO © 2023

ALL RIGHTS RESERVED

For further information please contact:

Group CS Training & Development: cs-training-development@edreamsodigeo.com

Doc Ref: EN-Scripts-Renewal Induction REVAMP

PRIME Trainer’s Guide 1

Scripts
1. Call introduction

**Agent**:

Alright, I've noticed that you recently had a flight experience on (date) from (origin) to (destination),
and you also made a booking for accommodation.

As a Prime Member, you benefited from a significant discount totaling (amount) on this booking alone.
With that in mind, could you please share the primary reason you're considering cancelling your
membership?

**Customer**: I don’t travel enough.

2. Offering Benefits + 4,99 subscription + vouchers

**Agent**:

I understand, [Customer's Name], that your travel plans might not be as frequent at the moment.

However, our service provides flexibility, allowing you to utilise your discounts whenever you choose to
travel, even if it's infrequent. The subscription is valid for an entire year, ensuring you can keep your
membership and take advantage of our discounts whenever you plan your next trip. It's like having
savings ready in your pocket for whenever you're ready to explore.

I'm sharing this information with you because, in many cases, our Prime members choose to extend
their membership beyond the free trial period, even when they don't have immediate travel plans. They
recognize that life can be unpredictable, and our discounts prove beneficial whenever unexpected
travel opportunities arise.

Let me highlight one of these benefits: as a Prime member, you can select up to 2 flights a year at no
extra cost, and if you need to cancel them, you get 80% of your money back. It's a feature that
provides peace of mind, even for infrequent travellers.

Would you like to continue enjoying these benefits with your Prime subscription?

**Customer**: Not sure.

PRIME Trainer’s Guide 2

 PROMOTIONAL PRICE 4,99

Option 1 : Customer has not been charged yet:

**Agent**:

Alright, how about this? Today, I have a special offer for you: we can upgrade you to Prime for a
promotional price of 4.99 (currency) for one year. With this upgrade, you'll benefit from all the
discounts on your future reservations.

Considering that the subscription Prime Plus is X euros and the free trial is only available once, would
you be interested in renewing your subscription with this special offer?

**Customer**: Not sure/Not interested

Option 2 : Customer has already paid the subscription and we offer them 4,99 (partial refund to
apply)

**Agent**:

I've got an exclusive deal for you today. In our effort to have you continue as a Prime member, we're
offering to extend your subscription at a special price of 4.99 (currency) for the next year. By opting for
this upgrade, you'll enjoy discounted rates on all your upcoming reservations throughout the entire
year.

Given that you initially paid X for the Prime Plus subscription, I'm prepared to promptly refund you the
price difference. Are you interested in seizing this special offer and continuing your subscription?

**Customer**: Not sure/Not interested

VOUCHERS OFFERING

**Agent**:

Alright, [Name of the Customer], so I have an even more special offer for you, but it is limited: I can
also provide you with 2 discount vouchers for your next reservations.

These vouchers offer a 70 (currency) discount on flights and a 100 (currency) discount on flights and
accommodation. They are valid for 1 year, and you can use them for any reservation of the same
amount or higher.

For example, if you book a flight with us priced at 71 (currency), you'll essentially fly for 1 (currency).

Doesn't this unique offer sound like a compelling opportunity for you?

PRIME Trainer’s Guide 3

 3. Not refundable subscription - Offering Benefits + vouchers + 4,99 subscription

**Agent**:

I understand, [Customer's Name], that your travel plans might not be as frequent at the moment.

However, our service provides flexibility, allowing you to utilise your discounts whenever you choose to
travel, even if it's infrequent. The subscription is valid for an entire year, ensuring you can keep your
membership and take advantage of our discounts whenever you plan your next trip. It's like having
savings ready in your pocket for whenever you're ready to explore.

I'm sharing this information with you because, in many cases, our Prime members choose to extend
their membership beyond the free trial period, even when they don't have immediate travel plans. They
recognize that life can be unpredictable, and our discounts prove beneficial whenever unexpected
travel opportunities arise.

Let me highlight one of these benefits: as a Prime member, you can select up to 2 flights a year at no
extra cost, and if you need to cancel them, you get 80% of your money back. It's a feature that
provides peace of mind, even for infrequent travellers.

Would you like to continue enjoying these benefits with your Prime subscription?

**Customer**: Not sure.

**Agent**:

I am highlighting this because I must inform you that based on terms and conditions, the date to
request the refund has passed, so the refund is not applicable anymore.

VOUCHERS OFFERING

But what I can do for you today is provide you with 2 discount vouchers for your next reservations.

These vouchers offer a 70 (currency) discount on flights and a 100 (currency) discount on flights and
accommodation. They are valid for 1 year, and you can use them for any reservation of the same
amount or higher.

For example, if you book a flight with us priced at 71 (currency), you'll essentially fly for 1 (currency).
I'm confident you'll find this unique offer compelling.

**Customer**: Not sure/Not interested

**Agent**:

I've got an exclusive deal for you today. In our effort to have you continue as a Prime member, we're
offering to extend your subscription at a special price of 4.99 (currency) for the next year. By opting for
this upgrade, you'll enjoy discounted rates on all your upcoming reservations throughout the entire
year.

PRIME Trainer’s Guide 4

 Given that you initially paid X for the Prime Plus subscription, I'm prepared to promptly refund you the
price difference.

4. Offering Benefits (PAID member calling before 30 days of next withdrawal)

**Agent**:

I understand (name of the customer) that you're not travelling as much right now. Our service offers
flexibility, allowing you to use your discounts whenever you decide to travel, even if it's infrequent.
It's like having savings in your pocket for whenever you're ready.

(Name of the customer) I'm sharing this information with you because, in most cases, our Prime
members choose to extend their membership beyond the yearly subscription, even when they don't
currently have travel plans. This is because they understand that life can be unpredictable, and our
discounts can be quite advantageous whenever an unexpected travel opportunity arises.

Can you share your thoughts and experiences with our service so far, (name of the customer)?
We're eager to hear what aspects you find most valuable and how we can further enhance your
membership.

**Customer**: Not really, I just booked with you once, I just noticed a discount in my reservation.

**Agent**:

Indeed, you've already had a taste of the discounts on flights, which saved you X amount.

Typically, do you make hotel reservations when you travel?

Well, Prime members can enjoy hotel rooms at up to half the regular price, potentially saving
you up to 270 (currency).

And very importantly: By reserving your accommodations with us, you can have peace of mind
knowing that if your flight encounters any disruptions, such as delays, cancellations, or other
issues, we will provide you with a range of options to ensure you get the most out of your
travel experience. With a dedicated customer service line available 24/7 and expedited refund
process in case you need. After all, who wants to wait around for a refund, right?

And let me highlight one of these benefits: as a Prime Plus member, you can select up to 2
flights a year at no extra cost, and if you need to cancel them, you get 80% of your money
back. It's a feature that provides peace of mind, even for infrequent travellers.

Given all the advantages of our Prime membership, does it make sense to continue enjoying
these exclusive benefits on your future travels?

PRIME Trainer’s Guide 5