Edward Goodman · Nov 19, 2025 · 6:37 PM
Inbound · 05:03 · Planner: Kenzy Escobar · +13015185426
“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”
Send the ticket numbers to ihaveGoodman.Edward@yahoo.com as promised. Consider proactively following up in 1–2 weeks to confirm whether American Airlines credited the miles after Edward submitted the claim, and offer to escalate directly to American Airlines on his behalf if the issue persists.
Full analysis
What happened
Edward called to resolve a missing American Airlines frequent flyer miles issue from a July trip combining a Paris visit with a Barcelona cruise. He had booked through Pavlus and purchased one multi-segment ticket (New York to Paris return via Barcelona), but American Airlines did not credit miles for the Barcelona-to-New York leg. Edward had destroyed his confirmation documents and couldn't locate the reservation code in his email. Michael retrieved the ticket numbers (0017158221244 for Edward, ending in 5 for his wife) and confirmed the ticket structure—one ticket with multiple segments. Michael committed to emailing the ticket numbers to Edward's account. The customer's underlying issue (American Airlines non-crediting) was not resolved on the call, but Edward obtained the ticket numbers he needed to pursue the claim directly with the airline.
Emotional read
Edward was slightly frustrated and apologetic throughout the call—frustrated with himself for losing confirmation documents and with American Airlines for not crediting miles, but apologetic toward Michael for the disorganization ('I'm sorry'). He remained patient and collaborative, providing trip details unprompted. His tone was transactional but cordial.
Emotional arc through the call
Edward started slightly flustered and apologetic about losing his documents, then calmed and became more confident as Michael retrieved the information, ending the call satisfied and grateful.
How customer sees Pavlus
- positive · Edward mentioned he is a client of 'Lawrence' and that he 'spend[s] too much with you guys,' implying he is a repeat, high-value customer with an existing relationship
- neutral · Edward's tone suggests he expects Pavlus to be able to look up ticket information quickly by name, indicating he views them as a capable transaction partner but not as proactive problem-solvers for airline non-crediting issues
Process friction
- Customer destroyed physical confirmation and has disorganized email records, making ticket lookup difficult; Pavlus system should offer simpler access to past ticket numbers
Value perception
Edward appears to view Pavlus as a capable booking partner he returns to repeatedly, but the call does not surface his view of their value relative to booking direct or using competitors. His comment 'I spend too much with you guys' suggests he is a loyal repeat customer, though it is unclear if he believes he saves money or gets better service through Pavlus.
Customer behaviors
calling to resolve a post-trip airline miles disputeapologizing for poor document retentionproviding detailed trip narrative unpromptedverifying ticket structure and segment details with the agentrequesting ticket numbers via email for personal records
Topics & signals
| Topics | airline miles not creditedticket number lookupAmerican Airlines frequent flyermulti-segment ticket clarification |
|---|---|
| Destinations | ParisBarcelonaRomeNew YorkEurope |
| Cruise lines | American Airlines |
| Objections | American Airlines not crediting miles for Barcelona-New York return segment |
Analyzed 2026-05-23 05:43:17 by claude-haiku-4-5-20251001. Confidence 0.78.
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.