Telephone Information and Advice
Ebony: Hello, FRM Travel, Ebony speaking how can I help you today?
Client: Hello, my name is Aaron. I have a few questions about my booking.
Ebony: That is fine, do you have your booking reference?
Client: I have it here, UFJOBP.
Ebony: Thank you, could you please confirm your address and email before I continue?
Client: 12 Pearl Road, Boxley Maidstone, ME14 3DT and my email is
aaron.bond@gmail.com.
Ebony: Thank you Mr Bond, what can I help with?
Client: My wife has recently fractured her ankle. She is worried about flying such a long
distance.
Ebony: Has your wife’s ankle been fractured for more than 24 hours?
Client: Yes, she done it last week, we visited the doctor and they said that she does not
need a plaster cast.
Ebony: If your wife is on crutches then she can use them whilst she is in the airline, but
she will need to give them to the airhostess before boarding to ensure that they are kept
in the hold during the flight. Alternatively, I can call the airport and request assistance
you will then be provided with a wheelchair and you may be escorted through the airport.
Client: I think she will need a wheelchair as it is still very swollen, and she cannot walk
long distances.
Ebony: That is fine, I will contact the airline for you to get that sorted for you. If it is
swollen, Bailey can ask for ice whilst on the flight to ensure that it does not give her any
discomfort. As I will be declaring it you may be moved to sit in bulkhead so you will have
extra leg room, so she can keep it elevated. Another tip that I learnt was that she should
lift her foot off the floor when landing to ensure that a rough landing does not affect her.
Client: Thank you, will I have to pay extra for these services?
Ebony: No, these are free of charge. Can I help you with anything else today?
Client: Yes, I have been reading about the Coronavirus and I was wondering if this would
affect my trip?
Ebony: The Coronavirus is spreading, but some airports are screening passengers before
they enter America. Therefore, you may be asked to be screened. The Coronavirus is still
new, and there are a lot of uncertainties, so be sure to check the FCO website for advice.
However, currently I would say that you will not have any issues. If you would like to take
extra precautions, you could wear a mask through the airport.
Client: Thank you, are you aware of the airports that are screening?
Ebony: It is currently the three main US airports that are screening travellers from Wuhan
and some other passengers. The current airports are Francisco International, Los Angeles
International and John F Kennedy International.
Client: Thank you, so I will not be affected by this?
Ebony: They are not currently screening all passengers, but you may be asked.
Client: Okay, thank you. I have one final question.
