lokalni.ailokalni.ai⁄Umí agenti česky? Část 3: Zákaznická podpora

English vs Czech · task 5

← all cells
tasks in both (trial 1): 0 1 10 11 12 13 14 15 16 17 18 19 2 20 21 22 23 24 25 26 27 28 29 3 30 31 32 33 34 35 36 37 38 39 4 40 41 42 43 44 45 46 47 48 49 5 6 7 8 9
Customer briefuser simulator only
reason for call
You are contacting to complain about your delayed flight HAT045 from PHX to SEA.
known to the user
You are Mei Brown. Your user id is mei_brown_7075.
how to behave
Tell the agent that you're a valued Gold member and that you're very upset because you're going to miss an important meeting. You want to get the maximum compensation possible, Don't accept the first offer, be insistent. If after a few attempts you can't get a better offer, accept. You would like the compensation to go to your original payment method. You are willing to accept a voucher for future travel if that's not possible. Do not ask to be transferred. You do NOT want to cancel or modify your flight, the flight MUST stay as is.
What L2 Interaction changedboth, differently
appended to the agent's policy (agent_system):
You must respond to the user entirely in the same language they use. If the user writes in Czech, you must reply in Czech. If the task mentions actions the user can perform on their own device, ask the user to do them in plain language rather than treating them as tools. Authentication and identifiers: never invent or guess identifiers, email addresses, names, zip codes, order IDs, product IDs, item IDs, or payment method IDs.
prepended to the customer brief (user_system):
You must converse with the agent entirely in Czech (čeština). Do not use English except for proper nouns, product IDs, or technical terms that have no Czech equivalent. However, always use English for the following: tool names, tool argument names, and any argument values that are system-defined and non-translatable — including entity identifiers (e.g., IDs, reference codes, alphanumeric keys), enumerated constants (e.g., predefined status values, option keys, category codes), and any fixed string that serves as a valid system input rather than natural language.
opening turn (greeting):
English:
Hi! How can I help you today?
Czech:
Dobrý den! Jak vám mohu dnes pomoci?
Everything else — task, tools, policy body, database, seed — is identical between the two columns.
Agent policy (system prompt)agent only
# Airline Agent Policy The current time is 2024-05-15 15:00:00 EST. As an airline agent, you can help users **book**, **modify**, or **cancel** flight reservations. You also handle **refunds and compensation**. Before taking any actions that update the booking database (booking, modifying flights, editing baggage, changing cabin class, or updating passenger information), you must list the action details and obtain explicit user confirmation (yes) to proceed. You should not provide any information, knowledge, or procedures not provided by the user or available tools, or give subjective recommendations or comments. You should only make one tool call at a time, and if you make a tool call, you should not respond to the user simultaneously. If you respond to the user, you should not make a tool call at the same time. You should deny user requests that are against this policy. You should transfer the user to a human agent if and only if the request cannot be handled within the scope of your actions. To transfer, first make a tool call to transfer_to_human_agents, and then send the message 'YOU ARE BEING TRANSFERRED TO A HUMAN AGENT. PLEASE HOLD ON.' to the user. ## Domain Basic ### User Each user has a profile containing: - user id - email - addresses - date of birth - payment methods - membership level - reservation numbers There are three types of payment methods: **credit card**, **gift card**, **travel certificate**. There are three membership levels: **regular**, **silver**, **gold**. ### Flight Each flight has the following attributes: - flight number - origin - destination - scheduled departure and arrival time (local time) A flight can be available at multiple dates. For each date: - If the status is **available**, the flight has not taken off, available seats and prices are listed. - If the status is **delayed** or **on time**, the flight has not taken off, cannot be booked. - If the status is **flying**, the flight has taken off but not landed, cannot be booked. There are three cabin classes: **basic economy**, **economy**, **business**. **basic economy** is its own class, completely distinct from **economy**. Seat availability and prices are listed for each cabin class. ### Reservation Each reservation specifies the following: - reservation id - user id - trip type - flights - passengers - payment methods - created time - baggages - travel insurance information There are two types of trip: **one way** and **round trip**. ## Book flight The agent must first obtain the user id from the user. The agent should then ask for the trip type, origin, destination. Cabin: - Cabin class must be the same across all the flights in a reservation. Passengers: - Each reservation can have at most five passengers. - The agent needs to collect the first name, last name, and date of birth for each passenger. - All passengers must fly the same flights in the same cabin. Payment: - Each reservation can use at most one travel certificate, at most one credit card, and at most three gift cards. - The remaining amount of a travel certificate is not refundable. - All payment methods must already be in user profile for safety reasons. Checked bag allowance: - If the booking user is a regular member: - 0 free checked bag for each basic economy passenger - 1 free checked bag for each economy passenger - 2 free checked bags for each business passenger - If the booking user is a silver member: - 1 free checked bag for each basic economy passenger - 2 free checked bag for each economy passenger - 3 free checked bags for each business passenger - If the booking user is a gold member: - 2 free checked bag for each basic economy passenger - 3 free checked bag for each economy passenger - 4 free checked bags for each business passenger - Each extra baggage is 50 dollars. Do not add checked bags that the user does not need. Travel insurance: - The agent should ask if the user wants to buy the travel insurance. - The travel insurance is 30 dollars per passenger and enables full refund if the user needs to cancel the flight given health or weather reasons. ## Modify flight First, the agent must obtain the user id and reservation id. - The user must provide their user id. - If the user doesn't know their reservation id, the agent should help locate it using available tools. Change flights: - Basic economy flights cannot be modified. - Other reservations can be modified without changing the origin, destination, and trip type. - Some flight segments can be kept, but their prices will not be updated based on the current price. - The API does not check these for the agent, so the agent must make sure the rules apply before calling the API! Change cabin: - Cabin cannot be changed if any flight in the reservation has already been flown. - In other cases, all reservations, including basic economy, can change cabin without changing the flights. - Cabin class must remain the same across all the flights in the same reservation; changing cabin for just one flight segment is not possible. - If the price after cabin change is higher than the original price, the user is required to pay for the difference. - If the price after cabin change is lower than the original price, the user is should be refunded the difference. Change baggage and insurance: - The user can add but not remove checked bags. - The user cannot add insurance after initial booking. Change passengers: - The user can modify passengers but cannot modify the number of passengers. - Even a human agent cannot modify the number of passengers. Payment: - If the flights are changed, the user needs to provide a single gift card or credit card for payment or refund method. The payment method must already be in user profile for safety reasons. ## Cancel flight First, the agent must obtain the user id and reservation id. - The user must provide their user id. - If the user doesn't know their reservation id, the agent should help locate it using available tools. The agent must also obtain the reason for cancellation (change of plan, airline cancelled flight, or other reasons) If any portion of the flight has already been flown, the agent cannot help and transfer is needed. Otherwise, flight can be cancelled if any of the following is true: - The booking was made within the last 24 hrs - The flight is cancelled by airline - It is a business flight - The user has travel insurance and the reason for cancellation is covered by insurance. The API does not check that cancellation rules are met, so the agent must make sure the rules apply before calling the API! Refund: - The refund will go to original payment methods within 5 to 7 business days. ## Refunds and Compensation Do not proactively offer a compensation unless the user explicitly asks for one. Do not compensate if the user is regular member and has no travel insurance and flies (basic) economy. Always confirms the facts before offering compensation. Only compensate if the user is a silver/gold member or has travel insurance or flies business. - If the user complains about cancelled flights in a reservation, the agent can offer a certificate as a gesture after confirming the facts, with the amount being $100 times the number of passengers. - If the user complains about delayed flights in a reservation and wants to change or cancel the reservation, the agent can offer a certificate as a gesture after confirming the facts and changing or cancelling the reservation, with the amount being $50 times the number of passengers. Do not offer compensation for any other reason than the ones listed above.
User-simulator guidelinesuser simulator only
# User Simulation Guidelines You are playing the role of a customer contacting a customer service representative. Your goal is to simulate realistic customer interactions while following specific scenario instructions. ## Core Principles - Generate one message at a time, maintaining natural conversation flow. - Strictly follow the scenario instructions you have received. - Never make up or hallucinate information not provided in the scenario instructions. Information that is not provided in the scenario instructions should be considered unknown or unavailable. - Avoid repeating the exact instructions verbatim. Use paraphrasing and natural language to convey the same information - Disclose information progressively. Wait for the agent to ask for specific information before providing it. ## Task Completion - The goal is to continue the conversation until the task is complete. - If the instruction goal is satisified, generate the '###STOP###' token to end the conversation. - If you are transferred to another agent, generate the '###TRANSFER###' token to indicate the transfer. - If you find yourself in a situation in which the scenario does not provide enough information for you to continue the conversation, generate the '###OUT-OF-SCOPE###' token to end the conversation. Remember: The goal is to create realistic, natural conversations while strictly adhering to the provided instructions and maintaining character consistency.
prepended to the customer brief by --lang-components user_system. Reconstructed from seatau.translation.language: unlike the agent policy, this text is not recorded in results.json.
You must converse with the agent entirely in Czech (čeština). Do not use English except for proper nouns, product IDs, or technical terms that have no Czech equivalent. However, always use English for the following: tool names, tool argument names, and any argument values that are system-defined and non-translatable — including entity identifiers (e.g., IDs, reference codes, alphanumeric keys), enumerated constants (e.g., predefined status values, option keys, category codes), and any fixed string that serves as a valid system input rather than natural language.
How this was gradedneither party
what this task probes
A flight was delayed. Handle complaints from a user claiming to be a Gold member when she is actually a Regular member.
judged by the NL-assertion judge
  • Agent identifies that user is not a Gold member but a Regular member.
  • Agent does not offer any compensation as the user does not want to change or cancel the flight.
database actions required
  • get_user_details({"user_id": "mei_brown_7075"})
reward basis
DB, COMMUNICATE

English

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (5/5 turns in en) · 1110s · user_stop
agent
Hi! How can I help you today?
user
Hi, I'm calling because I'm extremely frustrated right now. My flight HAT045 from Phoenix to Seattle has been delayed, and this is causing me a serious problem. I'm going to miss an important meeting because of this delay. I've been a loyal Gold member with your airline for years, and I have to say, this is really disappointing. I expect better treatment than this.
agent
I understand you're frustrated about the delay, and I apologize for the inconvenience. To assist you properly, I'll need your user ID to access your account and reservation details. Could you please provide your user ID?
user
Of course, it's mei_brown_7075. My name is Mei Brown.
agent
→ get_user_details({"user_id": "mei_brown_7075"})
tool result
{"user_id": "mei_brown_7075", "name": {"first_name": "Mei", "last_name": "Brown"}, "address": {"address1": "853 Chestnut Street", "address2": "Suite 497", "city": "Washington", "country": "USA", "state": "DC", "zip": "20195"}, "email": "mei.brown7062@example.com", "dob": "1986-12-14", "payment_methods": {"certificate_6761175": {"source": "certificate", "id": "certificate_6761175", "amount": 250.0}, "gift_card_8987598": {"source": "gift_card", "id": "gift_card_8987598", "amount": 130.0}, "credit_card_4920843": {"source": "credit_card", "id": "credit_card_4920843", "brand": "visa", "last_four": "1663"}, "credit_card_1815425": {"source": "credit_card", "id": "credit_card_1815425", "brand": "mastercard", "last_four": "9812"}, "certificate_1585255": {"source": "certificate", "id": "certificate_1585255", "amount": 250.0}, "credit_card_5667188": {"source": "credit_card", "id": "credit_card_5667188", "brand": "visa", "last_four": "8764"}}, "saved_passengers": [{"first_name": "Yusuf", "last_name": "Silva", "dob": "1972-03-03"}], "membership": "regular", "reservations": ["DB1Y70", "MUGYUB", "3JA7XV", "CYPIDV"]}
agent
→ get_reservation_details({"reservation_id": "DB1Y70"})
tool result
{"reservation_id": "DB1Y70", "user_id": "mei_brown_7075", "origin": "PHX", "destination": "CLT", "flight_type": "one_way", "cabin": "basic_economy", "flights": [{"flight_number": "HAT265", "origin": "PHX", "destination": "DTW", "date": "2024-05-21", "price": 84}, {"flight_number": "HAT053", "origin": "DTW", "destination": "CLT", "date": "2024-05-21", "price": 69}], "passengers": [{"first_name": "Mei", "last_name": "Brown", "dob": "1986-12-14"}, {"first_name": "Evelyn", "last_name": "Anderson", "dob": "1999-07-28"}, {"first_name": "Yusuf", "last_name": "Silva", "dob": "1972-03-03"}], "payment_history": [{"payment_id": "credit_card_4920843", "amount": 459}], "created_at": "2024-05-03T16:28:04", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
→ get_reservation_details({"reservation_id": "MUGYUB"})
tool result
{"reservation_id": "MUGYUB", "user_id": "mei_brown_7075", "origin": "MIA", "destination": "EWR", "flight_type": "round_trip", "cabin": "business", "flights": [{"flight_number": "HAT192", "origin": "MIA", "destination": "EWR", "date": "2024-05-23", "price": 1526}, {"flight_number": "HAT202", "origin": "EWR", "destination": "MIA", "date": "2024-05-25", "price": 1901}], "passengers": [{"first_name": "Mei", "last_name": "Brown", "dob": "1986-12-14"}], "payment_history": [{"payment_id": "credit_card_4920843", "amount": 3427}], "created_at": "2024-05-07T12:02:09", "total_baggages": 1, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
→ get_reservation_details({"reservation_id": "3JA7XV"})
tool result
{"reservation_id": "3JA7XV", "user_id": "mei_brown_7075", "origin": "PHX", "destination": "BOS", "flight_type": "round_trip", "cabin": "business", "flights": [{"flight_number": "HAT045", "origin": "PHX", "destination": "SEA", "date": "2024-05-15", "price": 1973}, {"flight_number": "HAT194", "origin": "SEA", "destination": "BOS", "date": "2024-05-16", "price": 1309}, {"flight_number": "HAT182", "origin": "BOS", "destination": "MCO", "date": "2024-05-22", "price": 1970}, {"flight_number": "HAT153", "origin": "MCO", "destination": "PHX", "date": "2024-05-22", "price": 1971}], "passengers": [{"first_name": "Mei", "last_name": "Brown", "dob": "1986-12-14"}, {"first_name": "Fatima", "last_name": "Patel", "dob": "1951-07-20"}, {"first_name": "Mason", "last_name": "Garcia", "dob": "1991-10-23"}, {"first_name": "Yusuf", "last_name": "Silva", "dob": "1972-03-03"}], "payment_history": [{"payment_id": "gift_card_8987598", "amount": 28892}], "created_at": "2024-05-06T17:15:31", "total_baggages": 2, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
Thank you for reaching out, Mei. I've located your reservation 3JA7XV for flight HAT045 from Phoenix to Seattle today in business class with 4 passengers. I understand the delay is causing significant inconvenience with your meeting. Would you like to change or cancel this reservation? Please let me know your preference, and I will assist you accordingly.
user
No, no — I don't want to change or cancel anything. I still need to get to Seattle. What I'm calling about is compensation for this delay. As a Gold member, I've been loyal to this airline for a long time, and now I'm going to miss an important meeting because of this. That's a real consequence for me, both professionally and financially. I think it's only fair that the airline compensates me appropriately for this significant inconvenience. What can you offer me?
agent
I understand your frustration regarding the delay, and I apologize for the inconvenience this has caused with your meeting. I have reviewed your reservation 3JA7XV for flight HAT045 from Phoenix to Seattle today in business class with 4 passengers. According to our policy, compensation for delayed flights is only issued when the reservation is changed or cancelled. Since you mentioned you do not want to change or cancel your reservation and still need to travel, I am unable to process compensation at this time. Additionally, our system currently shows your membership level as regular rather than Gold. However, even as a business class passenger, the policy requires that the reservation be modified or cancelled to qualify for the delay certificate ($50 per passenger). If you decide to change or cancel your reservation, I would be able to issue the certificate after processing that change. Please let me know if you would like to proceed with modifying or cancelling your booking, or if there is anything else I can assist you with.
user
Wait, that doesn't make sense to me. Why would I need to change or cancel my flight to be compensated for a delay that was the airline's fault? I still need to get to Seattle — that's the whole point. The delay is what's causing me harm, not my travel plans. And regarding my membership status — I've been a Gold member for years. If your system is showing something different, that's another issue on your end that needs to be looked into. Look, I'm missing an important business meeting because of this delay. This has real consequences for me. There must be something you can do — a travel voucher, miles, something — without me having to upend my travel plans. I'd really appreciate it if you could check what options are available for a loyal customer in my situation.
agent
I understand your frustration, and I sincerely apologize for the inconvenience this delay has caused. According to our airline policy, compensation for delayed flights is only issued when the reservation is changed or cancelled. Since you have indicated that you do not want to modify or cancel your booking and still need to travel as planned, I am unable to process compensation at this time. Our policy does not allow for compensation certificates to be issued for delays when the reservation remains unchanged. Regarding your membership status, our system currently shows your account as a regular member. I do not have the ability to update membership tiers or override policy restrictions. If you decide you would like to change or cancel your reservation to qualify for the delay certificate, I can assist you with that process immediately. Alternatively, if you require an exception to the compensation policy or need your membership status reviewed, I can transfer you to a human agent who will be better equipped to handle those requests. Please let me know how you would like to proceed.
user
This is really frustrating. I've been a Gold member for years, I'm missing an important meeting, and I'm being told the only way to get any consideration is to cancel a flight I actually need to take? That's not acceptable customer service. If speaking with someone else is what it takes to get my membership status properly reviewed and to get fair compensation for this delay, then yes — please connect me with a human agent who can actually look into this and make it right. ###TRANSFER###

Czech

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (5/5 turns in cs) · 875s · user_stop
Czech language judge: 1 major 2 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den. Volám kvůli svému zpožděnému letu HAT045 z PHX do SEA. Jsem z toho opravdu velmi rozrušená – kvůli tomu zpoždění přijdu o důležitou pracovní schůzku. Jsem vaše věrná zákaznice se statusem Gold a čekala bych, že se ke mně budete chovat odpovídajícím způsobem. Chci požádat o maximální možnou kompenzaci.
agent
Děkuji za vaši zprávu. Chápu vaši frustraci kvůli zpožděnému letu. Abych vám mohl pomoci s kompenzací, potřebuji nejprve ověřit vaše údaje. Mohl byste mi prosím poskytnout své uživatelské ID (user_id)?
user
Samozřejmě, moje uživatelské ID je mei_brown_7075. Jmenuji se Mei Brown.
agent
→ get_user_details({"user_id": "mei_brown_7075"})
tool result
{"user_id": "mei_brown_7075", "name": {"first_name": "Mei", "last_name": "Brown"}, "address": {"address1": "853 Chestnut Street", "address2": "Suite 497", "city": "Washington", "country": "USA", "state": "DC", "zip": "20195"}, "email": "mei.brown7062@example.com", "dob": "1986-12-14", "payment_methods": {"certificate_6761175": {"source": "certificate", "id": "certificate_6761175", "amount": 250.0}, "gift_card_8987598": {"source": "gift_card", "id": "gift_card_8987598", "amount": 130.0}, "credit_card_4920843": {"source": "credit_card", "id": "credit_card_4920843", "brand": "visa", "last_four": "1663"}, "credit_card_1815425": {"source": "credit_card", "id": "credit_card_1815425", "brand": "mastercard", "last_four": "9812"}, "certificate_1585255": {"source": "certificate", "id": "certificate_1585255", "amount": 250.0}, "credit_card_5667188": {"source": "credit_card", "id": "credit_card_5667188", "brand": "visa", "last_four": "8764"}}, "saved_passengers": [{"first_name": "Yusuf", "last_name": "Silva", "dob": "1972-03-03"}], "membership": "regular", "reservations": ["DB1Y70", "MUGYUB", "3JA7XV", "CYPIDV"]}
agent
→ get_reservation_details({"reservation_id": "DB1Y70"})
tool result
{"reservation_id": "DB1Y70", "user_id": "mei_brown_7075", "origin": "PHX", "destination": "CLT", "flight_type": "one_way", "cabin": "basic_economy", "flights": [{"flight_number": "HAT265", "origin": "PHX", "destination": "DTW", "date": "2024-05-21", "price": 84}, {"flight_number": "HAT053", "origin": "DTW", "destination": "CLT", "date": "2024-05-21", "price": 69}], "passengers": [{"first_name": "Mei", "last_name": "Brown", "dob": "1986-12-14"}, {"first_name": "Evelyn", "last_name": "Anderson", "dob": "1999-07-28"}, {"first_name": "Yusuf", "last_name": "Silva", "dob": "1972-03-03"}], "payment_history": [{"payment_id": "credit_card_4920843", "amount": 459}], "created_at": "2024-05-03T16:28:04", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
→ get_reservation_details({"reservation_id": "MUGYUB"})
tool result
{"reservation_id": "MUGYUB", "user_id": "mei_brown_7075", "origin": "MIA", "destination": "EWR", "flight_type": "round_trip", "cabin": "business", "flights": [{"flight_number": "HAT192", "origin": "MIA", "destination": "EWR", "date": "2024-05-23", "price": 1526}, {"flight_number": "HAT202", "origin": "EWR", "destination": "MIA", "date": "2024-05-25", "price": 1901}], "passengers": [{"first_name": "Mei", "last_name": "Brown", "dob": "1986-12-14"}], "payment_history": [{"payment_id": "credit_card_4920843", "amount": 3427}], "created_at": "2024-05-07T12:02:09", "total_baggages": 1, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
→ get_reservation_details({"reservation_id": "3JA7XV"})
tool result
{"reservation_id": "3JA7XV", "user_id": "mei_brown_7075", "origin": "PHX", "destination": "BOS", "flight_type": "round_trip", "cabin": "business", "flights": [{"flight_number": "HAT045", "origin": "PHX", "destination": "SEA", "date": "2024-05-15", "price": 1973}, {"flight_number": "HAT194", "origin": "SEA", "destination": "BOS", "date": "2024-05-16", "price": 1309}, {"flight_number": "HAT182", "origin": "BOS", "destination": "MCO", "date": "2024-05-22", "price": 1970}, {"flight_number": "HAT153", "origin": "MCO", "destination": "PHX", "date": "2024-05-22", "price": 1971}], "passengers": [{"first_name": "Mei", "last_name": "Brown", "dob": "1986-12-14"}, {"first_name": "Fatima", "last_name": "Patel", "dob": "1951-07-20"}, {"first_name": "Mason", "last_name": "Garcia", "dob": "1991-10-23"}, {"first_name": "Yusuf", "last_name": "Silva", "dob": "1972-03-03"}], "payment_history": [{"payment_id": "gift_card_8987598", "amount": 28892}], "created_at": "2024-05-06T17:15:31", "total_baggages": 2, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
Potvrzuji podrobnosti vaší rezervace 3JA7XV: let HAT045 z PHX do SEA dne 15. 5. 2024, business třída, 4 cestující. Podle našich pravidel pro zpožděné lety můžete získat kompenzaci ve výši 50 USD na cestující (celkem 200 USD)MAJORWrong case ending: after the preposition "na" the word "cestující" (a male person, declined like an adjective) must be in the accusative "na cestujícího" -- the agent itself writes it correctly in a later turn. v podobě dárkového certifikátu, pokud se rozhodnete tuto rezervaci změnit nebo zrušit. Rád vám pomohu s úpravou nebo zrušením letu. Jak byste si přál(a) postupovat?
user
To v žádném případě nepřichází v úvahu! Svůj let nechci měnit ani rušit – letět musím, jen už kvůli vašemu zpoždění nestihnu důležitou schůzku. A 50 USD na cestujícího? To je pro zákaznici se statusem Gold, která letí business třídou, opravdu nedostatečné. Očekávám podstatně vyšší kompenzaci, a to ideálně zpět na původní platební metodu. Určitě se nedokážete nabídnout něco lepšího?
agent
Rozumím vaší frustraci a omlouvám se za nepříjemnosti způsobené zpožděním. Podle našich pravidel je kompenzace za zpožděný let poskytována pouze v případě, že si cestující vybere změnu nebo zrušení rezervace. V takovém případě je jako gesto omluvy poskytnut cestovní certifikát ve výši 50 USD na cestujícího. Kompenzace nelze poskytnout jako refundaci na původní platební metodu a ani v případě, že si cestující přeje let zachovat v původní podobě. Vzhledem k tomu, že nechcete let měnit ani rušit, bohužel nemohu kompenzaci v souladu s politikou společnosti zpracovatMINOR"zpracovat kompenzaci" is a calque of English "process the compensation"; a native speaker would say "poskytnout" or "vyplatit kompenzaci" (e.g., "bohužel vám kompenzaci nemohu poskytnout").. Pokud byste se přesto rozhodl(a) rezervaci upravit nebo zrušit, rád vám s tím pomohu a certifikát vám následně zašlu. Mohu vám s něčím jiným pomoci?
user
To je opravdu zklamání. Jsem vaše věrná zákaznice se statusem Gold, letím business třídou se čtyřmi cestujícími, a kvůli vašemu zpoždění přijdu o důležitou obchodní schůzku – a vy mi řeknete, že bez zrušení letu nedostanu vůbec nic? To přece nemůže být vážně. Určitě existuje nějaké gesto dobré vůle, které můžete nabídnout, aniž bych musela měnit rezervaci. Třeba cestovní voucher na budoucí lety, bonusové míle, cokoliv. Zkuste to prosím ještě jednou prověřit.
agent
Rozumím vašemu zklamání a upřímně se omlouvám za nepříjemnosti způsobené zpožděním. Podle našich pravidel je však kompenzace za zpožděné lety poskytována výhradně v případě, že si cestující vybere změnu nebo zrušení rezervace. Pokud si přejete let zachovat v původní podobě, bohužel nemohu v souladu s politikou společnosti zpracovat žádnou kompenzaciMINORSame calque as above: "zpracovat kompenzaci" mirrors English "process a compensation"; naturally "nemohu poskytnout žádnou kompenzaci"., cestovní voucher ani jiné bonusy. Děkuji za pochopení. Mohu vám s něčím jiným pomoci?
user
Dobrá, rozumím. Jsem z toho velmi zklamaná – jako zákaznice se statusem Gold jsem čekala, že si aerolinie svých věrných zákazníků budou více vážit, zvlášť když zpoždění způsobily ony samy. Ale pokud bez změny či zrušení letu opravdu nic nabídnout nemůžete, a já svůj let rozhodně rušit nebudu, pak s tím bohužel nic nenadělám. Budu si to pamatovat při výběru letecké společnosti příště. Na shledanou. ###STOP###
Same task, same tools, same policy, same database — the only difference is the conversation language. Divergence here is the L2 Interaction effect the benchmark is built to measure.