Let's
give an example of acknowledgement instead of "I understand that there are doubts to book it right away and you think its not the best time"
-This makes the acknowledge statement more personalised. try avoiding repeating the client's words and just rephrase it positively
You’re right to think about that however timing should be perfect, and that’s why locking in now can be our best move!
give an example of acknowledgement instead of "I understand that you don't know your trip plan is not complete yet"
-This makes the acknowledge statement more personalised. Always provide positive scripting
"That makes sense—travel plans should feel right"
give an example of acknowledgement instead of "I understand that you see that the prices could become volatile sometimes.."
-This makes the acknowledge statement more personalised. We tailor fit it to the situation accordingly.
"I can see why you’d feel that way, especially with prices changing so quickly."
give an example of acknowledgement instead of "I understand that you see that you are afraid to book it"
-This makes the acknowledge statement more personalised. instead of using Afraid which sets a negative impact
"I hear you, and it’s important you feel confident with your booking"
give an example of acknowledgement instead of "I understand that you think Tuesday is the best day to book a flight but I don't think so"
-This makes the acknowledge statement more personalised. Always provide positive scripting
"I’ve heard other travellers say the same before securing their seats however.."
give an example of acknowledgement instead of "I understand that you think that price will drop tomorrow"
-The int'l flight is 2 weeks from now
“Many passengers feel that way until they see how fast fares change and specially now we are days before the flight let me ask you what have you observed so far is going up or down?”
give an example of acknowledgement instead of "I understand that you feel uneasy flying with a different airline than you're used to
-they havent flown PAL ever
-This makes the acknowledge statement more personalised. Always provide positive scripting
“It’s completely natural to feel that way before confirming however.. (provide highlights of benefits of the airline)"
: Emphasis on letting the customer fully express concerns without interruption.
L = LISTEN
give an example of acknowledgement instead of "I understand that you think Eva Air is not a good airline but they have the cheapest price
-granting that its a 1k USD difference between prices
-This makes the acknowledge statement more personalised. Always provide positive scripting
"That’s a fair point based on what you have experienced before with Eva, and that’s exactly why I want to share this option because.. (provide highlights of benefits of the airline)"
Who won second runner up in the miss Universe 2025
Miss Thailand
luto daw ingon sila
Airport code: DAD
Danang International Airport VIETNAM
: Offering tailored, non-pushy solutions based on understanding their concerns.
R = RESPONSE
Airport code: KIX
OSAKA JAPAN
Importance of validating customer emotions and showing empathy.
A = ACKNOWLEDGE
Airport Code: MCT
Muscat, Oman
wala lang naa nakay 300 pts unta!
Trivia: The world's busiest airport 2025
As of 2025, Hartsfield-Jackson Atlanta International Airport (ATL)
“I’m not sure about my schedule yet.”
L
A
E
R
• L: Listen to their concern.
• A: “It’s completely natural to feel that way when dates aren’t fixed.”
• E: “The good thing is, with our flexible fares, you can change dates later.”
• R: “Let’s book now so your seat is reserved—otherwise, even if your date is confirmed later, the flight might be sold out.” (INSERT WIN OF THE“PASSENGER WIN”)
Asking open-ended questions to uncover real or hidden objections.
E- EXPLORE
“I might find a better deal elsewhere.”
L
A
E
R
• L: Let them speak fully.
• A: “Many passengers feel that way before realizing flights are filling fast.”
• E: “This flight is one of the last with seats in your preferred cabin.”
• R: “Securing it now means you’re not left with whatever’s left over when you decide.” (INSERT WIN OF THE“PASSENGER WIN”)
Trivia: The largest airport in the world in 2025
Airport code "DMM" King Fahd International Airport in Dammam, Saudi Arabia
based on its physical area of over 776 square kilometers
“It’s too expensive.”
L
A
E
R
• L: Let them finish.
• A: “That’s a fair point—value matters.”
• E: “Right now, this isn’t just about price—it’s about getting the flight date you need without compromising the schedule.”
• R: “If we wait, you might still fly, but at a less ideal time or with multiple stopovers.” (INSERT WIN OF THE “PASSENGER WIN” )
“I’ll just book later.”
L
A
E
R
• L: Listen first.
• A: “I hear you—delaying sometimes feels safe.”
• E: “The thing is, flights on this date are already close to full.”
• R: “Booking now locks in the exact time and day you want. Later, you might have to choose a less convenient schedule.” (INSERT WIN OF THE“PASSENGER WIN” )
“I need to talk to my partner/family.
L
A
E
R
• L: Listen attentively.
• A: “You’re right to want their input—it’s their trip too.”
• E: “The thing is, seats for your preferred flight are getting booked together by other passengers right now.”
• R: “If we secure them now, you’re guaranteed to sit together—otherwise, you might end up on different rows or flights.” (INSERT WIN OF THE “PASSENGER WIN” )
Talk to partner: Personalise this "It's fairly important to seek the attention of your partner for this. I myself also consult him/her whenever I make big decisions however you've been together for quite sometime now They have entrusted you in looking for the best deal for this rush flight, didn't they? How do you think they would react to you booking the best flight possible for your trip?
MOST CHALLENGING REJECTION WE MIGHT ENCOUNTER
“I’m not traveling anymore.”
BLITZ POINTS: if you can give the best LAER to this you get 1000 points
LAER “No Delay” Approach for “I’m not traveling anymore”
L (Listen) – Don’t rush in. Let them finish.
A (Acknowledge) – “That makes sense—plans can change quickly.”
E (Explore) – “Just out of curiosity, was it the timing or something else that made you cancel?”
R (Respond – FOMO) – “The reason I ask is that flights for your preferred route are already tight, and sometimes passengers who ‘pause’ their plans find that when they’re ready again, the seats or timings they liked are gone. If there’s even a small chance you might still travel, we can secure a flexible fare so you keep your spot without being locked in.” (INSERT WIN OF THE“PASSENGER WIN”)
“I need to think about it.”
L
A
E
R
• L (Listen): Let them finish without interruption.
• A (Acknowledge): “That makes sense—choosing a flight is important.”
• E (Explore): “The only challenge is that these exact seats for this date are almost gone.”
• R (Respond – FOMO): “If we lock it in now, you get the exact flight you want. Waiting could mean ending up with a different time or even a longer layover.” (INSERT WIN OF THE PASSENGER TO MAKE IT SOUND PERSONALISED)