Joseph Contino · Jun 3, 2026 · 5:23 PM
Inbound · 06:32 · Planner: Sam Moya · +17324238461
“I paid for an upgrade in economy, but I already had that seat. I just wanna make sure before I get there.”
Have guest relations confirm the full cruise and air package is locked in, and send Deborah a final consolidated itinerary showing both flights and seats clearly marked as economy plus to eliminate any lingering doubt before her travel date (departing 27th, cruise starting 20th—note: there appears to be a date discrepancy that guest relations should also clarify).
Full analysis
What happened
Deborah Contino called to verify that a $150 economy plus seat upgrade she purchased through Pavlus (via agent Ashley) was applied to both the outbound and return flights on her Norwegian Cruise Line package. She saw conflicting fee information on her itinerary ($60 on outbound, $30 on return) and worried the upgrade only applied one-way. Agent Sam located her booking, confirmed both flights were in economy plus (seats 33J/33K outbound, 39A/39B return), and clarified that the return seats were her original allocation already in the economy plus zone. The customer was satisfied with the clarification and asked to be transferred to guest relations to confirm all other booking details are finalized.
Emotional read
Customer started slightly anxious and confused about ticket details, seeking clarity on a transaction they believed they completed. They were polite but persistent in wanting verification. By the end of the call, they were satisfied and appreciative once the agent confirmed both legs had economy plus seating.
Emotional arc through the call
Started cautiously confused about ticket discrepancies, warmed considerably once the agent provided clear seat confirmation and explained the fee structure.
How customer sees Pavlus
- positive · customer stated she had worked with Ashley on the upgrade previously and paid the difference through Pavlus rather than directly with United
- positive · customer thanked the agent and said 'my pleasure' response was helpful
Process friction
- customer received conflicting fee displays on her itinerary for outbound vs return flight, creating confusion about whether upgrade applied to both legs
Value perception
Customer did not explicitly state a view of Pavlus's value vs. going direct, but the fact that she completed the upgrade through Pavlus (rather than United directly) and called back to verify it suggests she trusts the agency to handle air arrangements.
Customer behaviors
verifying a prior upgrade transactioncomparing itinerary details to clarify what was includedseeking reassurance before travelrequesting escalation to guest relations for final confirmation
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | airline seat upgrade verificationeconomy plus confirmationticket fee reconciliationbooking confirmation |
|---|---|
| Cruise lines | Norwegian Cruise Line (Biking Ocean) |
| Objections | confused whether outbound economy plus upgrade applied to both legs of tripconcerned that return flight seat may not have been upgraded despite paying for upgrade |
Analyzed 2026-06-04 10:39:37 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.