Mary Fuller · Jun 20, 2025 · 2:22 PM
Inbound · 13:08 · Planner: Rose Morrissey · +12393154141
Sentiment
neutral (0.35)
Intent
rebooking
Trajectory
mixed
“I'd rather pay more money and have fourteen hours and be able to sleep.”
Next best action
Rose should call back within 2 hours (before Mary leaves at 2 PM) with: (1) Qatar Airways seating configuration and routing options from Miami or LA, (2) confirmation from Amy whether the original quote includes round-trip flights and the exact price impact of removing/reinstating return flight, and (3) confirmation that Amy can add one night at the same hotel if needed. Also contact Maria directly about her flight preferences.
Rose should call back within 2 hours (before Mary leaves at 2 PM) with: (1) Qatar Airways seating configuration and routing options from Miami or LA, (2) confirmation from Amy whether the original quote includes round-trip flights and the exact price impact of removing/reinstating return flight, and (3) confirmation that Amy can add one night at the same hotel if needed. Also contact Maria directly about her flight preferences.
Full analysis
What happened
Mary called Rose about an existing trip booking to Capri (via Turkish Airlines from Miami). Her primary concerns are: (1) the business class seating configuration on Turkish Airlines (2-3-2) requires climbing over passengers for 14 hours, which she has verified multiple times and read negative reviews about; and (2) uncertainty about whether the original quote included return flights, noting her earlier conversation with Rose or Amy about this. Mary has independently researched alternatives (KLM, Qatar, Alitalia, American) but wants Rose to check Qatar's routing and confirm whether those airlines offer better seating. She also wants confirmation that Amy (the booking agent) can add an extra hotel night if the flight problem isn't solved. Rose acknowledged the concerns, agreed to check Qatar's configuration and routing, and committed to calling Mary back with options and to also contact Maria (the co-traveler). The call ended with Rose to investigate and call Mary back before 2 PM.
Emotional read
Mary is methodical, detail-oriented, and frustrated but not angry. She's done extensive independent research (looked up seating charts multiple times, read passenger reviews) and feels unheard on her earlier concern about flight inclusions. She's venting legitimate discomfort rather than complaining about the agent; the tone is collaborative problem-solving with occasional exasperation ('that is ridiculous'). By the end, she's calmer and deferential to Rose's action items.
Emotional arc through the call
Mary started the call focused and frustrated, detailing specific research she'd done; maintained steady frustration as she explained seating concerns; warmed slightly when Rose committed to checking alternatives and calling Maria; ended cooperative and deferential, setting a clear callback time.
How customer sees Pavlus
- negative · unclear who actually negotiated the price reduction—was it Rose or Amy—and Mary had to verify flight inclusions herself after initially being told flights were included
- neutral · Rose is collaborative and taking notes on the issues but Mary seems to be doing most of the research legwork herself
Process friction
- Confusion over which staff member (Rose vs. Amy) negotiated the original price and holds responsibility for flight details
- Original quote stated flights were included but paperwork does not clearly specify return flight inclusion—Mary had to flag this herself
- Mary had to independently research flight seating, airlines, and routing rather than Pavlus proactively addressing her comfort concerns
Value perception
Mary has not explicitly stated whether Pavlus adds value, but her detailed independent research and need to verify what Pavlus promised suggests she is cautious and self-reliant. She seems to expect the agent to solve the seating problem rather than viewing Pavlus as having pre-solved it.
Customer behaviors
independently researching airline seating charts and passenger reviewscomparison-shopping alternative carriers before accepting Turkish Airlines optionverifying details in original quotes that may have been misrepresented or unclearrequesting modifications to accommodation (extra night) contingent on flight resolutiondeferring decision pending agent follow-up on flight alternatives
Topics & signals
| Topics | flight seating configuration concernsbusiness class comfortairline options and routingincluded flights verificationadditional hotel nightsgroup travel logistics |
|---|---|
| Destinations | CapriEastern EuropeMiamiLADallas |
| Cruise lines | Turkish AirlinesAmerican AirlinesKLMQatar AirwaysAlitalia |
| Buying signals | actively researching alternative airlines (KLM, Qatar, Alitalia) to solve seating problemwilling to pay more money for better business class configurationrequesting additional hotel night if flight doesn't improveasking Amy to book extra night early arrival accommodationcommitted to proceeding despite concerns, just needs flight resolved |
| Objections | Turkish Airlines 777-300 business class has 2-3-2 seating forcing climbing over passengers for 14-hour flightuncertainty whether original quote included return flight from Capri to Eastern Europeconcerned about sleeping during long flight with middle-seat neighborsunsure which agent (Amy vs. Rose) negotiated the original price reduction |
Analyzed 2026-05-28 05:22:18 by claude-haiku-4-5-20251001. Confidence 0.80.
Transcript (11,845 chars)
Customer: Hello, rose. Hi, it's Mary. I just walked out to take the trash out. Agent (Rose Morrissey): Yes, yes, yes. Agent (Rose Morrissey): Oh. Customer: I was probably out for five minutes. Agent (Rose Morrissey): And the phone getting ranging. Oh, my goodness. Anyways I'm so sorry I was like I was just doing a lot of things around the house and then I saw I came in my office and a big sign I have up in my computer call Mary fuller and I'm going, oh, my, oh, I turned on the computer there's. Customer: No. Customer: Yeah. Agent (Rose Morrissey): Sorry. So sorry. Customer: That, that's okay. I figured you would forgotten or something that happened and I really did not want to bother you. Agent (Rose Morrissey): Well, I was busy. I I was went outside did my water my lawn set up there. Customer: Oh. Customer: You know, yeah, I. Agent (Rose Morrissey): I didn't want to come in the office. That's where one thing. Customer: Oh, I see that was that you were trying to stay away from the office. No. You know, I thought okay. When a call rose said she was gonna call this morning after something about the gym. You did you go exercise? Agent (Rose Morrissey): I do but this morning they were going to do like a 2000 my, a 2000 meter row and I said, oh, no I'm not gonna do that today today, I'm not feeling the 2000 mile 2000 meter row and I said no, I'm not feeling that today. Yeah, yeah, no, yeah. Customer: Oh. Customer: Oh, that's ridiculous. No, I don't blame you. I do not blame you. Okay, no, I'm here. Agent (Rose Morrissey): Anyway, so what have you decided? Customer: Well, you know, I'm looking over all of this stuff and trying to research opposite ways to get their sort of thing. I looked at my biggest question at the moment and I think it's probably one that I would like an answer for the I think it's option. I don't know why we have all these options on here but option. Agent (Rose Morrissey): Yeah, yeah. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): I know. That's the way they do it. Yeah. Customer: Okay, and I don't know if the A-N-K air department is the same person that you booked the trip with. Okay, because you know, I went back through my whatever's and whatever's and whatever's, and the price that I'm paying for the trip to Caposia included the flight from Caposia back to eastern wol now, and. Agent (Rose Morrissey): No. Customer: So, you know, that was all included in that huge price and then you went back and negotiated with the woman to try to get them down and did get them down some price and you, and then I had a, the, you, and I. Chat is nice. I said, did they take, did they not come back? Cause I said to you, I said I don't see listed here that they are going to pickup air between Caposia and bu. Agent (Rose Morrissey): Yeah, yeah. Agent (Rose Morrissey): So this 200 something? Agent (Rose Morrissey): We can answer to is down Bo. Yeah, yeah, that's that. 27910 I'll double-check on that with her. Customer: Yeah, so I don't. Customer: Yeah, because and, and the paper and the paperwork I got did not specifically the first, the first paperwork I got as far as the first quote said, yeah, air included back. Agent (Rose Morrissey): Okay. Okay, I'll look, I'll look at that and I'll let, I'll let Amy know mm-hmm. Customer: Okay, so. Customer: Okay, now, who is Amy? Is my, the A-N-K re, rep? Agent (Rose Morrissey): Yeah, Amy A, AK, yeah, mm-hmm. Customer: Okay, cause you know, and I remember saying, rose I don't see that they're picking up that this includes my flight and you said, oh, it does, and I'm going, I don't know. So, anyway that option to, okay. And then my other big concern is, you know, I, the getting there and getting back out of Miami is not my problem. My problem is because I looked up that DM airline Turkish air flight and I'm thinking, oh, my god, you know, this is business class and you know, business class you know, I. And my problem is I don't want somebody climbing over me or I have to clim over them to go to the bathroom online long on the plane for fourteen hours. Agent (Rose Morrissey): Yeah, alright, alright, I'm okay. Agent (Rose Morrissey): Spenser. Agent (Rose Morrissey): Uh-huh. Uh-huh. Right. Customer: And their seating configuration on this particular plane is two by the window, three in the middle and two by the window and that's business. Agent (Rose Morrissey): Oh, no. Well, hey, I thought you could share had a very nice business class. I mean a lot of people talked about it, yeah. Customer: Yeah. Customer: Yeah, well, I have looked it up a hundred times on the Turkish air flight as far as their seating chart, Turkish airlines T-K. 078. From Miami to eastern all. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Yeah, triple the bowing 777300 series equipment. Okay. Okay. Customer: Correct, yes and I have looked it up every which way possible and it's showing that configuration. I'm thinking, you know, fourteen hours in business class and I'm going to have to climb over somebody or somebody's climbing over me to go to the bathroom. Agent (Rose Morrissey): Let me over. You go to the bathroom. Yeah, I hear you. Okay. Okay, let me do then the other way was so many Stoff to get there yeah, so it was either, let me, let me double-check on these configurations and see if there's another way. Yeah, we can do this uh-huh with Turk share or. Customer: I know. Yes. Customer: Okay. Well, that's fine. Yeah, you know what? And then that was, that was my thought. Agent (Rose Morrissey): Uh-huh mm-hmm let me see. Yeah. Customer: I, you know, I looked at keelson I looked at American and you can't fly directly blah, blah blah and then I thought, well I'll look at Mors and I couldn't get on the Meran site to see what mort got. You know, I'd rather pay, I'd rather pay more money and have fourteen hours and be able to sleep. Agent (Rose Morrissey): Uh-huh. Uh-huh. Agent (Rose Morrissey): Yeah. Yeah, yeah. Yeah, you know what, let me, let me look at either Emer or kuta. Customer: Okay, and then I started thinking, well what if I tried to fly the other way like out of LA, that way and of course that means got to get to LA. So, I'll just let you look at it. Agent (Rose Morrissey): Uh-huh. Mm-hmm. Agent (Rose Morrissey): Oh, my goodness, that's a long, that's a long way. Oh, my goodness, you're going backwards. Customer: I know, yeah, well and, and my, and my other thing was, let's see what there was another. Oh, I know if I do go back to the auction one of Turkish and fourteen hours the clim and over somebody whatever and take, take that option. Then I would like to know if Amy, I guess it's Amy can book me an extra night. So I'll have you know, cause I won't be there until midnight and I only have one free day which is the next day. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Okay, so, okay, so, I'm looking at bowing 777300 series business classes is 121. Customer: Where Turkish? Agent (Rose Morrissey): Usually yeah but let me ask for Turkish hold on a second. Customer: Yeah, it's 777300 E-R. Agent (Rose Morrissey): Yeah, me I can share. Agent (Rose Morrissey): We am. Agent (Rose Morrissey): Let me see. Agent (Rose Morrissey): Yeah, you're right. I see it. Oh, oh, yeah, things. Customer: Yeah. Customer: And you know, I didn't, I don't ask me and you know last night, I was sitting around thinking about this. I'm thinking well if I, if it was 222, I could just sit in the middle. Agent (Rose Morrissey): Uh-huh. Customer: But it's not it's 232. Agent (Rose Morrissey): Yeah, it's 232, it's A-B-G-E-G and then J-N-K. Customer: And that's. Customer: Yeah, and I'm thinking this is a fourteen hour flight. Well, actually, I think it's twelve hours but you got to get on an hour and got to get off, you know, that sort of thing. Agent (Rose Morrissey): And you have there, just. Agent (Rose Morrissey): Mm-hmm let me, let me look at Kata and, and see how that look, what that looks like on the ary because you probably have to go R-S-W to Dallas, because guitar comes out of Dallas, either Dallas or under Dallas. Yeah, yeah, let me, let me look at that and see what we can bring. Why should they, they 232. Why? Customer: Okay. Customer: Okay. Customer: Okay. Customer: That is ridiculous and I have read everybody's comments on about this seat. Nats and people Cing over you and blah, blah, blah. I'm thinking this is crazy. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): No, I mean, no, okay, let me, let me see what I can find with kuta and and then go from there and then you said you would want to do a pre night, I mean, an additional night if the flights doesn't work out. Customer: Okay. Customer: Yeah. Well put, yeah, particularly if I have to do this Turkish air with all these people to climb over. I mean I'm not gonna get any sleep. So, you know, if I could go another night maybe Amy could get me the same room for one additional night and I go a day early and sleep the next day. Agent (Rose Morrissey): With yeah, yeah. Agent (Rose Morrissey): Yeah, okay. Okay. Alright. Yeah, you're gonna need to, yeah, cause you're gonna, oh, my goodness, that is ridiculous. I. Customer: I just, you know and I've always heard good things about Turkish. Agent (Rose Morrissey): I have two but this is disappointing. I thought their business classes. I mean, people were telling me, oh, I like their business class. Okay, yeah, okay. Customer: Yeah. Well, I guess if you're sitting next to your best buddy and don't mind climbing over your husband, boyfriend or whatever. Agent (Rose Morrissey): Your best buddy. Agent (Rose Morrissey): We can't have you be over to somebody else's borer, right. Customer: Isn't that the truth and it would be my luck that somebody right next to me it was snoring away while I'm trying to. Agent (Rose Morrissey): Oh, my goodness. Yeah, yeah. Okay. Alright, let me let, let's work on this air, I, let me, let me see what I can do with the, yeah, kuta and see what that itinerary looks like. Okay? Alright, thank you, thank you. Take care and have and Judy, when is, is she home now? What are you guys leaving now for lunch or? Customer: Okay. Customer: Yeah, okay. Alright, and then. Okay, and, and then yes. Customer: Oh, no. Maria, no we're leaving, we're leaving. I'm picking her up I think at 2:15. Agent (Rose Morrissey): Maria. Agent (Rose Morrissey): Oh, okay. So I can call her. Customer: Yes, she's probably home. Although she's the hardest person to fine because she off three or four days a week. Didn't she placed tennis, didn't she plays cards and blah, blah, blah. Agent (Rose Morrissey): Yeah, okay. Agent (Rose Morrissey): Yeah, hold on. Agent (Rose Morrissey): Oh, my goodness does she that's a lot, you know, when you retire, you're very busy and, and she's 82. Customer: Hi, and she's 82. Customer: I know she's 82. Customer: So I'm only 76. Agent (Rose Morrissey): Oh, yeah, but you're very active too. Customer: Yeah, but not as active as she is. Yes. Agent (Rose Morrissey): Every time is our retire customers, we cannot get a hold of them. I just leave a message and no call. Customer: I know. Yeah, yeah. Well, oh, I know we stay busy. Agent (Rose Morrissey): Cause they're busy, okay. Mm-hmm yeah, that's good you have to, you can't be just, yeah. Okay, let me I'm gonna read, I'm gonna just look at Kata right now and then I'll call Maria and see if we can look at her air as well, okay? Thank you. Thank you. Customer: Okay. Customer: Yes. Customer: Okay, sounds good. I'm gonna be here until I leave about two. Agent (Rose Morrissey): Alright. Okay if I find something real quick, I'll call you. Customer: Okay. Alright. Customer: Okay, well, I'm going to be here. Agent (Rose Morrissey): Alright, talk to you later that I. Customer: Okay. Thanks rose. Alright. Bye-bye.