Kevin Rose · Jul 10, 2023 ยท 8:57 PM
Inbound · 03:20 · Planner: Sam Moya · +17752246283
“I just want to go into early flight from Detroit to Denver is what I'm looking to do.”
Leanne should call Kevin at 775-224-6283 to process the change to an earlier departure flight from Detroit to Denver on the September 11th segment, and confirm the new flight details once booked.
Full analysis
What happened
Kevin called to change one flight segment (September 11th departure) on a multi-segment booking made through Pavlus. He had attempted to modify the United flight online but was told he needed to contact the original vendor. Agent Sam determined the flights were booked on Sabre (a system Sam doesn't manage) and arranged a callback transfer to Leanne, who handles Sabre bookings. Kevin accepted the transfer gracefully and provided his phone number (775-224-6283). The specific change needed is an earlier flight from Detroit to Denver. No resolution was reached on the call itself.
Emotional read
Kevin was friendly and relaxed throughout the call, addressing the agent casually ('how you doing today?'). He showed understanding of the agency's constraints and familiarity with Pavlus staff ('I usually get with Pam'). No frustration or anxiety surfaced; he remained patient even when learning about the transfer requirement.
Emotional arc through the call
Kevin remained steady and affable throughout; no emotional shift occurred.
How customer sees Pavlus
- positive · Kevin expressed familiarity and comfort with Pavlus staff, noting 'I usually get with Pam' and understanding that she's been out of country
- positive · Kevin acknowledged Pavlus is busy: 'I know you guys are super busy,' showing empathy for agency workload
Process friction
- customer unable to modify flight segment online and had to call agency
- required transfer to different agent because flight was booked on Sabre system
Customer behaviors
seeking to modify existing multi-segment bookingcooperative with transfer routing to correct departmentfamiliar with agency and preferred agent by namedeferring detailed changes to callback specialist
Topics & signals
| Topics | flight segment changemulti-segment booking modificationUnited Airlines flightSabre system routing |
|---|---|
| Destinations | DetroitDenver |
| Objections | unable to change flight segment online through United directlyuncertain about being transferred to correct department |
Analyzed 2026-05-26 16:39:11 by claude-haiku-4-5-20251001. Confidence 0.75.
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.