Edward Goodman · Nov 19, 2025 · 6:37 PM
Inbound · 05:26 · Planner: Air Department · +13015185426
“I spend too much with you guys, I've got so many tablet emails and they're not sorted as well as they should be.”
Follow up with Edward in 5–7 days to confirm whether American Airlines has posted the missing miles credit now that he has the ticket numbers. Offer to escalate directly to American Airlines' customer service if the credit is still missing.
Full analysis
What happened
Edward called seeking help with an American Airlines mileage credit issue from a July trip booked through Pavlus. He and his wife flew New York–Paris–Barcelona and back, but American Airlines had not credited miles for one leg of the ticket. He had lost his confirmation email and couldn't locate his reservation code, but Michael successfully pulled up both ticket numbers and confirmed the ticket structure (one ticket with two segments). Michael agreed to email the ticket numbers to Edward at his Yahoo address. The issue was not fully resolved—Edward still needs to contact American Airlines with the ticket numbers to claim the missing miles—but he now has the documentation he needs.
Emotional read
Edward was frustrated but patient—apologetic about his own email disorganization ('I'm sorry'), good-natured in tone despite the hassle. He seemed comfortable with Michael and the process, showing mild exasperation with the airline issue itself rather than with Pavlus. His tone remained courteous throughout.
Emotional arc through the call
Started mildly frustrated about the airline credit issue and slightly apologetic about his own email chaos, then warmed slightly as Michael efficiently retrieved the information, ending on a grateful, transactional note.
How customer sees Pavlus
- positive · mentioned he's a returning client ('I think I spoke with you before') and noted he spends significantly with Pavlus ('I spend too much with you guys')
- positive · comfortable asking Michael for help and appreciative of the quick ticket lookup ('Thank you very much')
Process friction
- confirmation emails not well-organized in customer's inbox, making it hard to retrieve reservation codes when needed
- customer had to manually recreate ticket numbers from agent callout rather than having them readily accessible
Value perception
Edward frames Pavlus as a regular, high-volume booking channel ('I spend too much with you guys, I've got so many tablet emails'), suggesting he perceives value in the relationship, though he did not explicitly compare to alternatives or direct booking.
Customer behaviors
seeking support for airline mileage disputelooking up historical booking documentationdeferring actual resolution to airline (will contact American directly with ticket numbers)
Topics & signals
| Topics | missing airline miles creditticket number lookupAmerican Airlines mileage accountmulti-segment ticket clarification |
|---|---|
| Destinations | ParisBarcelonaRomeNew YorkEurope |
| Cruise lines | American Airlines |
| Objections | American Airlines not crediting miles for one ticket segmentdifficulty locating confirmation email and reservation code |
Analyzed 2026-05-23 05:43:46 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (3,260 chars)
Agent (Michael Escobar): Hi, this is Michael with the publish travel air department. How can I be of assistance today? Customer: Hi Michael, this is Edward Goodman, I think I spoke with you before a client of Lawrence and I have an issue with my with American airlines is they're not crediting near my wife for one of the tickets that I bought through you guys. The travel was in July coming back from Europe. Is there a way you can look up those ticket numbers and email them to me? Agent (Michael Escobar): Oh, certainly. Let me pull it up. I don't suppose you have your air, your reservation code? Customer: You know, you mean the American airlines reservation code? Agent (Michael Escobar): There should be a reservation code on the top right of your confirmation. Customer: Of course, but I, but I destroyed all that and I can't find the darn thing in my emails. I know it's somewhere in my emails, but I buy, I spend too much with you guys, I've got so many tablet emails and they're not sorted as well. They should be Michael, I'm sorry. Agent (Michael Escobar): Oh, okay. Agent (Michael Escobar): Oh, no, all good. I should be able to pull it up with your last name. Let's take a look. Customer: Yeah, we flew to a Paris, it was an open job. We flew to Paris and then we did an ocean crue. Bar salon, so we did a tow-in Paris and then we flew to bar salon, I'm with little Rome and did a bar salon return and the but I think it was one ticket that is it one ticket when you know, an open job was all in American because the New York, Paris shows on my advantage but they never gave us the miles for the bar salon, New York return on that open draw. Agent (Michael Escobar): Yes, we do. Agent (Michael Escobar): Yes, we. Customer: So the located card would be the same right as what they so they didn't give me enough credit even that I'm talking too much I. Agent (Michael Escobar): No, all good sir. Let me just pull a look here and I should be able to pull that up. Agent (Michael Escobar): It's a. Agent (Michael Escobar): Okay, I have those ticket number for you. Are you ready? Customer: Yeah, I'll write them down by, I mean, that what the email, but I'll write them down. Go ahead. Agent (Michael Escobar): Okay, that's 0017158221244 that's yours. Customer: Okay. Agent (Michael Escobar): And then for miss one that it is the same except the last digit is a five. Customer: Yeah. Customer: Oh, 017158221245, and, and just to confirm Michael, it was one ticket with two segments, right? Going over to Europe to Aris and coming back from eur from bar salon, correct? Agent (Michael Escobar): Mm-hmm. Agent (Michael Escobar): Yes sir, that's correct. Customer: Okay, so when you buy a ticket, it's one ticket and it includes all the flights in that ticket. Agent (Michael Escobar): Yes sir. Customer: Alright, can you email me that also so I have it? Agent (Michael Escobar): Oh, yes sir. Let me confirm the email address we have on file ihaveGoodman.Edward @yahoo.com. Customer: Perfect, thank you very much. Agent (Michael Escobar): Yes, sir, I'll get that over to you momentarily. If you have any other questions including about referral program please don't hesitate to call back. Customer: Thank you, bye-bye. Agent (Michael Escobar): Goodbye.