Mary Fuller · Jun 20, 2025 · 3:10 PM
Outbound · 12:36 · Planner: Rose Morrissey · +12393154141
Sentiment
neutral (0.35)
Intent
researching
Trajectory
mixed
“Listen, I don't have enough patience to do your job but good luck.”
Next best action
Rose should call Qatar Airways directly within 24 hours to confirm business class availability and pricing for the October 1st departure, and separately contact the Viking sales team to discuss whether the customer's mentioned existing cruise booking qualifies for transfer and promotion code discounts. Call Mary back by end of business Thursday with definitive pricing and routing options for all three airline alternatives.
Rose should call Qatar Airways directly within 24 hours to confirm business class availability and pricing for the October 1st departure, and separately contact the Viking sales team to discuss whether the customer's mentioned existing cruise booking qualifies for transfer and promotion code discounts. Call Mary back by end of business Thursday with definitive pricing and routing options for all three airline alternatives.
Full analysis
What happened
Mary called regarding airfare from Athens to Dallas for October 1st–2nd, with a return on October 1st, seeking business class seats. Rose struggled significantly with the airline booking system, encountering repeated 'not available' errors on Qatar Airways and American Airlines flights despite them showing as available in the search results. The customer and agent discussed routing options (Athens→Doha→Dallas vs. Athens→Philadelphia→Dallas vs. Athens→London→Charlotte→RSW), layover implications, and late checkout at the Athens hotel. Rose was unable to book the flights directly and promised to call the airlines manually to explore promotional pricing. The agent also mentioned a recent example of a client saving $20,000 on a Viking world cruise through Pavlus's promotion codes, which engaged the customer's interest. The call ended with Rose committing to follow up after contacting the airlines directly.
Emotional read
The customer started patient but grew increasingly exasperated as the agent struggled with repeated system errors and flight searches. By mid-call, the customer expressed fatigue with the process ('I don't have enough patience to do your job'), though this was delivered with some humor rather than outright anger. The customer warmed slightly when the agent shared a success story about Viking promotions, showing interest in potential savings.
Emotional arc through the call
Started cautious and detail-oriented, became frustrated by repeated system failures mid-call, then softened after hearing the Viking promotional success story, ending on a more cooperative if still reserved tone.
How customer sees Pavlus
- positive · praised Pavlus's access to exclusive promotion codes for Viking cruises, noting 'that's all because of these codes that they have, you know the promotion codes'
- positive · impressed by agent's story of saving another client $20,000 on a world cruise through Pavlus's corporate relationships
- negative · implied frustration with the booking system's repeated failures to process available flights: 'I don't have enough patience to do your job'
Process friction
- airline booking system repeatedly shows flights as available in search but denies them at point of sale with 'not available' response
- agent unable to directly book business class seats despite customer's interest and need for specific dates
- system does not allow agent to access or book certain promotional fares directly, requiring manual airline follow-up calls
Value perception
The customer acknowledged potential value in Pavlus's promotional codes and access to special fares (evidenced by interest in the Viking example), but expressed skepticism about whether the hassle of the current process would yield savings worth it: 'unless it's a super deal but I'm not that big a hurry.'
Customer behaviors
asking clarifying questions about routing details and timing logisticscomparison-shopping between Qatar Airways and American Airlines itinerariesdeferring decision pending agent's follow-up with airlines on pricingexpressing skepticism about booking timeline and showing limited urgencylistening attentively when agent shared customer success story about cruise savings
Topics & signals
| Topics | airfare options Athens to Dallasbusiness class availabilitylayover strategylate checkout arrangementscruise booking transfer potential |
|---|---|
| Destinations | AthensDohaDallasRSW (Fort Myers)PhiladelphiaLondonCharlotte |
| Cruise lines | VikingViking River Cruises |
| Buying signals | asking specific questions about flight routing and timingwilling to arrange late checkout to accommodate early departureinterested in business class cabin for comfortmentioned existing cruise booking eligible for transfer |
| Objections | concerned about long layover in Doha requiring hotel or day roomfrustrated by repeated system failures showing flights unavailableskeptical about booking urgency given limited availabilityhesitant to commit without comparing against American Airlines pricing |
Analyzed 2026-05-28 05:09:24 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (9,023 chars)
Customer: Hello. Agent (Rose Morrissey): Hi, can you hear me now? Customer: Yes, I can hear you. I just don't know cause I was on the line with my cousin and I heard the call beep in and I tried to switch over to you and I didn't get anything. So I just finally said okay I'll call you back later and then I called you. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Yeah, okay. Yeah, I don't, I had to reboot my phone. Yeah. Anyways, let, I just wanna see that I'm kinda curious about this airfare but I don't like the idea if you leave Athens at 2:00 in the afternoon you ride Doha at 6:20 PM, that, that's like another hotel, like a, a day room some, you know at the airport in ha. And then because the flight leaves at 1:20 AM and then you arrive Dallas at 9:50 AM. Customer: Yeah. Agent (Rose Morrissey): On the 2nd of October and then, and then Dallas home. But I am, I'm just curious about this fair. Customer: Okay. Customer: Now would that be Dallas to R-S-W. Agent (Rose Morrissey): Yes, Dallas to R-S-W I mean, that would be good, right? Customer: Okay. Customer: Yeah, that's fine. Yes, that saves me a hotel room and parking in Miami for one thing but still. Agent (Rose Morrissey): Yeah, okay. Agent (Rose Morrissey): Yeah, there you go. Agent (Rose Morrissey): R-S-W. Agent (Rose Morrissey): Oh, let's I can't so that, well, why not. Agent (Rose Morrissey): Form. Agent (Rose Morrissey): They won't let me take that. Agent (Rose Morrissey): There's one that leas at 8:00 PM out of Athens. Do you want to have a long layover in Athens at eight? Cause I think you'll be done by 9:00 in the morning. Customer: Yeah, I think we checkout isn't until. Agent (Rose Morrissey): 10:00. Customer: Whatever checkout is but yes, I mean, you can leave anytime that morning from Athens. Does it go Athens, Dallas. Agent (Rose Morrissey): But yeah. Agent (Rose Morrissey): Right, from Athens. Agent (Rose Morrissey): No, Athens, Athens, Doha, Doha Dallas. But yeah, so there's a flight that leaves at 8:00 PM out of bathrooms and you arrive Doha 12:20 AM. And then leave Athens at 1:20 AM. And our connection and you arrive Dallas at 9:50 AM. Yeah, so but, but what I'm saying I, is that okay to leave Athens at eight? You're going to have a long day and Athens I'm sure you've been there many times. Customer: Oh. Customer: Wow. Customer: Well, I've only been there once and I we're going to be at the hotel and Athens and talk. Of course picks you up three hours. They want you there three hours ahead of time. So they pick you up four hours ahead of time. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Okay, okay. Agent (Rose Morrissey): Okay. So maybe you can maybe arrange with the front desk to do a late checkout for you. Customer: Yeah, that would work. Agent (Rose Morrissey): Yeah. Okay. Well, let's, let's see what the fair would be first. Oh, my goodness. Mm-hmm. Customer: Yeah. What? Yeah, let's do that so I don't have to, don't have to in here. Agent (Rose Morrissey): Okay, my moment. Agent (Rose Morrissey): D. one NC. Let me see what that was that. So that way you don't spend a long time in Doha air airport just come in and get out mm-hmm. Customer: Yeah, and that's fine cause I have been to that particular airport before and you know if you're flying business class or something they take good care of you. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Oh, that's it. They just came back and unable to sell that, why? Agent (Rose Morrissey): Let me see how about that one? Agent (Rose Morrissey): One tar what are you playing games here for? Just give me a. Agent (Rose Morrissey): American airlines since guitar won't give me those flights, American has Athens, Philadelphia, Dallas to R-S-W. Customer: Athens, Philadelphia, Dallas. Oh, no, say that again. Oh, well, let's. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Let me see. Customer: Sens. Agent (Rose Morrissey): Athens to, to Athens to Philadelphia, direct flight and then Philadelphia to Dallas and Dallas to R-S-W, well hold on a second, hold that thought. Customer: Yeah. Customer: Oh. Agent (Rose Morrissey): Okay, or Anthon to London on Brisa London, Charlotte. Customer: Okay. Agent (Rose Morrissey): Charlotte to R-S-W. Agent (Rose Morrissey): On American? Customer: Eni. Customer: Okay, and what happened to cut that? Agent (Rose Morrissey): Yeah, it wouldn't, they wouldn't sell those flights to me. Hold on a second. Let me try again. Oh, no, because we want business class. Customer: I wonder why. Agent (Rose Morrissey): To let me try again QR. Customer: Huh. Agent (Rose Morrissey): Okay, so 8:00 PM want that one. Agent (Rose Morrissey): 11. Agent (Rose Morrissey): Yeah, their business class is, is full. Customer: Really. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): My goodness. Customer: On the, is it the tenth or the eleventh or what? Agent (Rose Morrissey): On the 1st of October to come back, yeah, coming back on the 1st of October let me try this other one. Customer: Oh, the first. Okay, yeah. Agent (Rose Morrissey): Yeah, they're sold out in business class. On the first, wow. Yes, business class is sold out on the return of all three flights into Dallas. Isn't that crazy? Customer: And that would be. Customer: Yeah. Agent (Rose Morrissey): One. Okay, so. Customer: Interesting. Agent (Rose Morrissey): Let me try that again. Agent (Rose Morrissey): Again still comes out cause it's not available but. Agent (Rose Morrissey): I'm gonna, I'm gonna, I'm gonna call them and see what we can do directly with them, with the. Customer: Oh, yeah. Well. You know and this isn't something I need to certainly book today but I mean, unless it's a super deal but I'm not that big a hurry. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Yeah, well if it's, if it's lower than A AK then we need to look at it. You know what I'm saying. Yeah but let me, let me call them cause sometimes they'll have for example, I had a client, I was working on his stuff for Emans on Emans so was selling a business class fair online a discounted and I couldn't get it. Customer: Oh, yes, definitely. Customer: Yup. Agent (Rose Morrissey): I couldn't get it. Yeah, they wouldn't sell it to me so he had to go, I said okay and then he's gonna buy it from you. So we went ahead and did it arrange it so that he will have that price because it was like $2,000 per person lower going they were having a, a, they were having a sale on Emer they do that sometimes. Customer: Oh. Customer: Oh, my gosh. Agent (Rose Morrissey): So let me, let me reach out to them and see what they have because if I pull up a Athens to C-F-W on, on guitar it tells me. Customer: Oh, yeah. Customer: Okay. Agent (Rose Morrissey): It tells me that is available in business class but then when I sell it tell, it gives it back to me is on, on it's not available so it's something that they're holding backseats let me reach out to them and see what they say and and I'll get back to you. Customer: Oh. Customer: Okay. Customer: Okay. Listen, I don't have enough patience to do your job but good luck. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): It's a challenge sometimes you know, trying to figure this stuff out and yeah, and I, yeah, and, and if we can't do it this week, can we do it this way? Well, let's see. Okay, like for example, I have a guy, he called yesterday, he gives me, he booked a world cruise on Viking and he wants to transfer it over to us and it was like $59,100 and so I called biking to transfer the booking over and I said, hey, biking, can you please look at this promotion code that we have here for the rol. Cruises. She puts in the world. The code and April $20,000 cheaper. Customer: Oh, I can't imagine. I definitely can. Customer: Really. Agent (Rose Morrissey): Yeah. Yeah, he just called me this morning. I spoke to you and he goes, oh, my gosh! I already put my money in by checking account, go ahead and take it and I want the insurance and I'll wait for your invoice to get back to me. Customer: Okay. Agent (Rose Morrissey): He's just, I'm so happy. I can't believe that I saved $20,000 and I said well, you how and, and that's all because of these codes that they have, you know the promotion codes. Viking have no, we and, and our sales department. I tell you they get all the codes for us. All of them. Oh, yeah, yeah, because the CEO of our companies is, I don't know what you do but you get those codes to the sales people, they need it. Yeah, yeah. Customer: Wow. Customer: Yes, okay. Customer: Oh, they do, yeah. Customer: Okay. Yeah, you definitely need it. So some of us can save some money. Agent (Rose Morrissey): Yes, yes, of course. So let me let me call Kata on this because if when I pulled the reservation, yeah, that can giving it to me Jeez. Okay, let me call them and I'll call you back, okay? Alright, yeah, talk to you later. Bye-bye. Customer: Okay, alright, thank you rose. Alright, bye-bye. Alright, bye-bye.