2013年12月20日,电话销售服务中心座席员刘小云像往常一样认真的处理着每通来电,这时一位姓张的先生焦急的声音从电话那头传来……张先生11月10日在代理处购买当日青岛-三亚航班,在经停郑州时因台风原因取消,后张先生进行了退票,但此票一个多月都没退成功,在多次联系代理无果情况下,无奈拨打96777寻求帮助。刘小云马上对旅客的机票进行查询确认,但发现机票的状态是不正常的,向张先生要了代理电话进行咨询。代理告知这个是由他们的上一级代 On December 20, 2013, Liu Xiaoyun, a telephone sales and service center agent, handled each incoming call as usual, when the anxious voice of a surnamed Zhang came from the other end of the call ... Mr. Zhang November 10 In the agency to buy the day Qingdao - Sanya flight, stop in Zhengzhou due to typhoon cancellation, after Mr. Zhang conducted a refund, but the ticket did not retire more than a month of success, in many contact agents no avail, no choice but to call 96777 asking for help. Liu Xiaoyun immediately check on the passenger ticket confirmation, but found the status of the ticket is not normal, to Mr. Zhang to the agent telephone consultation. Agent told this is by their previous generation