Kevin Rose · Jul 10, 2023 ยท 8:51 PM
Inbound · 03:19 · Planner: Air Department · +17752246283
“I know you guys are super busy. Yeah, like I usually get with Pam... she's been out of the country on vacation.”
Leanne should call Kevin at 775-224-6283 to process his request to change the September 11th segment from Detroit to Denver to an earlier flight, with all Sabre booking details already provided by Sam.
Full analysis
What happened
Kevin called to modify a flight segment on a multi-segment United Airlines booking he had purchased through Pavlus. He had attempted to change the segment online but was directed to contact the booking company. Sam determined the flights were booked on Sabre and that Kevin needed to be transferred to an agent who works with that system. Sam offered to have Leanne call Kevin back as soon as she became available. Kevin confirmed his callback number (775-224-6283) and clarified his goal: to change one segment for an earlier flight from Detroit to Denver. The call ended with Kevin expecting a callback from Leanne with all details provided by Sam.
Emotional read
Kevin was friendly and cooperative throughout, opening with casual pleasantries and remaining patient even when learning he needed to be transferred. He expressed understanding of Pavlus being busy and showed familiarity with specific agents (Pam, Leanne), suggesting he's a repeat customer comfortable with the agency. His tone remained upbeat and accommodating.
Emotional arc through the call
Kevin started upbeat and remained consistently positive and patient throughout, never showing frustration at being transferred or having to wait for a callback.
How customer sees Pavlus
- positive · called out Pam by name as a familiar preferred contact; expressed empathy that she's been out of country and likely swamped catching up
- positive · acknowledged 'you guys are super busy' and remained patient when learning he'd need a callback rather than immediate resolution
Process friction
- customer had to call in after online system directed him to contact booking vendor; Sabre-booked flights require specialist agent who may not always be available
- needed to be transferred to another agent rather than receiving immediate support
Value perception
Kevin did not explicitly state his view of Pavlus's value versus alternatives, though his comfort with the agency and repeat use of their air booking service suggests baseline satisfaction.
Customer behaviors
requesting flight modification on existing multi-segment bookingdeferring to specialist agent availabilitydemonstrating familiarity with specific Pavlus staff membersaccepting callback model for resolution
Topics & signals
| Topics | flight segment change requestmulti-segment booking modificationUnited Airlines flight adjustment |
|---|---|
| Destinations | DetroitDenver |
Analyzed 2026-05-26 16:41:12 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (3,110 chars)
Agent (Sam Moya): Thank you for calling Pavlis travel air department. Samantha speaking. How may I help you? Customer: Hi, this is Kevin Ros, how you doing today? Agent (Sam Moya): I'm doing well. How are you? Customer: Hello. Yeah, I'm doing good. Hey I booked some air through you guys on a multi trip and, and I was trying to change some multi segment flight, a trip multi yeah, and I want, I tried to change one segment online and it's with united. And they said, I had to contact the company I bought the year from. Agent (Sam Moya): Okay. Agent (Sam Moya): Okay, let me pull you up just because depending on the vendor or how they booked it. I may not be able to assist and I would have to get you transferred over to somebody else. So, let me just check how the air was booked. Customer: Yup, it sure. Customer: Yeah, okay, I've got it. It's on united and I've got a confirmation number, I don't know. Agent (Sam Moya): Is it the flights that are on September 6th through September 26th? Customer: Hey, yeah, it's one of those segments. It's the one that starts September 11th. Agent (Sam Moya): Got it, okay. So, yes, I do see those here so they are sabre flights and unfortunately, only work with vendor air. So I will have to get you transferred over to somebody who does work with the saber flights. Customer: Okay, well I mean if somebody Pablo, right? Agent (Sam Moya): Yes it's somebody with tablet. It's just yeah, so I'm still on the right. No, I understand and I do apologize if that sounded weird but certain agents only work with saber and unfortunately I do not work with that system. So I do apologize. Customer: No, okay, I just wanna make sure I wouldn't get, get transferred to. Customer: Yeah, okay. Customer: Oh, okay. Yeah, okay. Agent (Sam Moya): Okay. Customer: I know you guys are super busy. Agent (Sam Moya): Air has been super crazy lately so. Customer: Yeah, I know, yeah, like I usually get with Pam. That's great. I know she's been out of on a, out of the country on a vacation, so I'm sure she's slammed to try to get back up to speed. Agent (Sam Moya): Okay, let's see. Agent (Sam Moya): Okay. So unfortunately they are both on a call right now. What I can do is have them call you back as soon as they are off the phone. So let me get your telephone number. I do have 775-224-6283 is this the best number to call you back on? Perfect! Customer: Yeah. Customer: Yeah. Yup, that's me and a name is Kevin Ros. Yup, okay. Thanks. Agent (Sam Moya): Perfect. Okay, Kevin. So I, I'm gonna send a message to Leanne, just so you know who's calling you back. I'm gonna send a message to yes, so she will be calling you back and I will provide her with all the information. Customer: Oh yeah I know, yeah, yeah, I know who we, yeah, yeah. Customer: Great. Yeah, it's just that one segment, I want to go into early flight from Detroit to deliver is what I'm looking to do, so, okay, sounds good. Agent (Sam Moya): Got. Okay, she will give you a call as soon as he's off the phone. Customer: Great, thank you. Bye-bye. Agent (Sam Moya): My pleasure Kevin. Bye. Customer: See you, bye.