Joseph Contino · Jun 3, 2026 ยท 5:23 PM
Inbound · 06:33 · Planner: Air Department · +17324238461
“I just wanna see if I could pull anything up... I'm trying to see if both those seats are economy plus seating.”
Ensure the transfer to guest relations completes smoothly so Deborah receives final confirmation that her full cruise and air package is locked in before her departure on the 20th.
Full analysis
What happened
Deborah Contino called to verify that a seat upgrade she had paid for through Pavlus (via agent Ashley) was correctly applied to both her outbound and return flights on United Airlines for her cruise departing the 20th. The customer had paid $150 for AirPlus plus an additional amount for an economy plus upgrade, but was confused because the outbound and return flights appeared to show different pricing or seat assignments in her records. Agent Sam Moya looked up her booking, confirmed that both outbound (seats 33J and 33K) and return (seats 39A and 39B) flights were indeed in economy plus, and clarified that the pricing structure made sense. The customer was satisfied and asked to be transferred to guest relations to confirm everything was booked and finalized.
Emotional read
The customer was methodical and slightly anxious throughout, concerned about whether her seat upgrades were properly reflected on both outbound and return flights. She remained calm and cooperative, asking clarifying questions and expressing relief once the agent confirmed her seats were correctly booked as economy plus on both legs.
Emotional arc through the call
started slightly anxious about a potential booking discrepancy, gradually relaxed as the agent confirmed her seats were correctly assigned as economy plus on both legs.
How customer sees Pavlus
- neutral · customer referenced prior interaction with agent Ashley who handled the original upgrade; no positive or negative commentary about the agency or agent in this call
Customer behaviors
verifying prior upgrade was applied correctly to both flight segmentschecking ticket details against booking recordasking for clarification on seat numbers and pricing structurerequesting transfer to another department to finalize booking
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | seat upgrade verificationairline ticket clarificationeconomy plus confirmationpricing discrepancy check |
|---|---|
| Cruise lines | Biking Ocean Cruise |
Analyzed 2026-06-04 10:39:58 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (4,765 chars)
Agent (Sam Moya): Thank you for calling publish travel air department. Samantha speaking. How may I help you? Customer: Yes, hi Samantha. I need to double-check on aria that I've gotten to you guys I did an upgrade for my travel on the twenty seventh of this month to do an economy plus. And I wanna make sure that went on both ways. Cause when I'm looking at the old ticket it seem like 11 of the ways has changed unless I had economy plus going out from the beginning. So, can you look into that for me? Cause the other one is still the same seat seating then. Okay let's see if I. Agent (Sam Moya): Yes, what is your booking number? Customer: If I hold on. Customer: Give me hold on one second that you could get from my last name. Agent (Sam Moya): What is your first and last name? Customer: Deborah, D-E-B-R-A Contino. Agent (Sam Moya): Bear with me a moment. Customer: Sure. Customer: I just wanna see if I can. Agent (Sam Moya): Okay. Is this for a biking ocean cruise? Customer: Can yes, on the twenty, the crew start on the twentieth. My FS, that's on the twenty seventh. Agent (Sam Moya): Okay, yeah. Customer: United, I think it's United Airlines. Agent (Sam Moya): Okay, and do you upgraded them directly through united or? Customer: No, do we do, do you guys I think I spoke to Ashley and me at one time. So I did I did the $150 then I called the number and they and I paid the difference in the air fair to them. Customer: So it was done through you guys. Agent (Sam Moya): Okay. So the 150 is just the AirPlus to get your flight, but that's not an upgrade. Customer: Yes, yes, mm-hmm and I, I and then, then when I called, I, no, no, no, I know that and I and I cold and I spoke with Ashley, and we did the upgrade with an additional amount to upgrade the seat that I paid for. So that's what I'm calling to make sure that reflects on my, on my tickets cause I see that I was involved with, let's say, $60 originally for just the economy, and then they changed it to say, well, $30 but don't want this flights returning that didn't change. So I spoke with someone the other day. They said, no, no, you have them but I just said, how come on the same seat? Agent (Sam Moya): Okay. Agent (Sam Moya): Okay. Customer: So I, I'm trying to see if I could pull anything up. Agent (Sam Moya): And did you, are you looking at the seats online on united or are you only looking on it through biking? Customer: Let me see what I can service invoice itinerary. Let's see. Customer: Current AO, Iten as you pull that one up. Customer: Okay, so Deborah Contino busa see forty K. Customer: Is when I'm going out on the twenty seventh no that I don't know if that was the old fee. Or, or is that the economy plus seat. And then I'm returning on thirty AD and that was my original feed I think. Customer: So, I'm just trying to find out both those pees of the economy plus seating. Agent (Sam Moya): So. Agent (Sam Moya): Yes, so. Excuse me so for that let me go back to the first flight, I can confirm that they are economy plus for that return flight but I want to start at the first one. Customer: That's what I just wanna make sure before I get there and. Agent (Sam Moya): Okay. Yes, so for the outbound, 33 J. and 33 K-R N. economy plus now let me go to that. Customer: Okay, cause that original was forty so that one's got fit to 3333 what was it? Agent (Sam Moya): It is 33 J. and 33 K. Customer: Okay. See okay, and then the return. Agent (Sam Moya): And then. Agent (Sam Moya): For the return, it still looks like it's. Customer: My original fee was $30 go ahead. Agent (Sam Moya): It looks like it is 39 A. and 39 B. and that is in economy plus as well. Customer: Now that was my original seat A. And B. So, I paid for an upgrade in economy, but I already had that seat. Agent (Sam Moya): So it looks like she only purchased the outbound. I don't see an additional purchase for this one. Customer: There was, there was an $80 credit. I wonder if that they credited me back. Okay, so the third. Okay, so the $39 D. Is the $39 B. And A. N. B. Is economy plus coming back also. Agent (Sam Moya): Purchased. Agent (Sam Moya): Correct. Yes, because economy plus on this plane it starts at thirty and goes all the way to 46 and that's when it ends is that 46. Customer: Okay. Customer: Okay, perfect. That's all I needed to know. Thank you so much. Oh, also I know you don't do the, I have to call back. I wanna make sure everything is, is, is booked and done. Who would I, do I call back and get the other number, the other prompt. Agent (Sam Moya): My pleasure. Agent (Sam Moya): I can definitely transfer you over to our guest relations department. Customer: Okay, great, thank you. Agent (Sam Moya): My pleasure, one moment Deborah. Customer: Okay, this is.