William Oliver · Jun 26, 2026 ยท 7:59 PM
Inbound · 04:50 · Planner: Sam Moya · +19196089662
“I'm just getting a little frustrated with the airlines... this is like my third or fourth round on all of these flights.”
Call Rebecca back within 24 hours with specific alternative flight options that include layovers of 2+ hours in Amsterdam, comparing each against the current itinerary's advantage of direct home-airport arrival, and confirming wheelchair accessibility is pre-assigned on whichever flight is chosen.
Full analysis
What happened
Rebecca Oliver called to discuss her upcoming RDU-Amsterdam-Brussels-RDU trip with her 82-year-old mother (Jan Wilks). She had already requested a wheelchair for her mother but was worried the 1 hour 20 minute layover in Amsterdam would be impossible to make, especially after dealing with three prior iterations of this flight due to airline changes. She noted that her family (husband, daughter, and herself) have Global Entry, but her mother does not, making a smaller home airport preferable to larger hubs like Atlanta. The agent (Sam) acknowledged the concern, confirmed the wheelchair accessibility would help, offered to look for alternative flights with longer layovers (though noting the 2-hour industry recommendation), and committed to calling back with options. Rebecca accepted this plan and the call ended on a positive note.
Emotional read
Rebecca started frustrated and anxious about her mother's ability to make the tight connection, expressing exasperation with repeated flight modifications. She warmed noticeably when the agent validated her concern and offered to research alternatives while reassuring her about wheelchair accessibility support. By call end, she was appreciative and trusting of the agent's follow-up commitment.
Emotional arc through the call
Started cautious and frustrated about layover duration and past flight changes, gradually warmed as the agent validated concerns and offered concrete action (alternative flight research), ending appreciative and trusting.
How customer sees Pavlus
- negative · frustrated with multiple flight changes across her trips: 'this is like my third or fourth round on all of these flights' and 'this is my for this flight, this is the third iteration of what we were doing'
- positive · appreciative of agent Sam's responsiveness and willingness to research: 'Wonderful, thank you so much' and trusting tone at call end
- neutral · has been working with multiple agents (Leanne and others) on these trips, unclear on who booked what: 'I think Leanne... I can't remember. I think I've spoken to all of you now'
Process friction
- customer left voicemail that agent did not receive; had to call air department directly instead of reaching agent via callback
- customer has had to contact agency multiple times due to repeated airline-driven flight changes on two separate trips
- unclear handoff between agents on who made original wheelchair accessibility request
Customer behaviors
venting about frustration with repeated flight schedule changesseeking reassurance on accessibility accommodations for elderly dependentexplaining specific routing preferences (home airport vs larger hubs)deferring final decision pending agent's research on alternative flightscomparing current itinerary against hypothetical alternatives
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Signals the agent didn't act on:
- customer expressed clear preference for home airport arrival due to mother's mobility needs; agent could have proactively confirmed this will remain priority in alternative search rather than just 'keep it in mind'
Topics & signals
| Topics | flight itinerary reviewlayover duration concernaccessibility accommodationsairline schedule changesmulti-city routing |
|---|---|
| Destinations | Raleigh DurhamAmsterdamBrusselsAtlanta |
| Objections | concerned 1 hour 20 minute layover in Amsterdam is too tight for 82-year-old motherfrustrated with multiple flight changes across two separate tripsuncertain wheelchair accessibility will be sufficient for quick connection |
Analyzed 2026-06-27 09:56:16 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (4,380 chars)
Agent (Sam Moya): Thank you for calling Pavlus travel air department. Samantha speaking. How may I help you? Customer: Oh, perfect Samantha. This is Rebecca Oliver, how are you? Agent (Sam Moya): I'm doing well. How are you? Customer: Good. I just left you a voicemail because they transferred to me to you but I only got your voicemail, so I left you a message and I was just gonna call back. Agent (Sam Moya): Okay. So yes for some reason I didn't get that call. So I'm glad you are able to reach me by calling the air department directly. So I do have your schedule here and what questions can I answer for you? Customer: Perfect. Customer: So I did so let me make sure we have the right one cause I have two upcoming trips with you. This is the latest one with a air booking reference of MST R. D. T. And this is going from Raleigh Durham to Amsterdam the first leg, and then coming home, Brussels to RDU. Agent (Sam Moya): Okay. Agent (Sam Moya): Perfect. Yes, that's the same schedule I have pulled up. Customer: Perfect. Well, I just talked to lean like three days ago because they missed with my other trip that I'm doing in October. And totally this is like, my third or fourth round on, on all of these flights. I'm just getting a little frustrated with the airlines, so. Agent (Sam Moya): Right. No, it's understandable. Customer: I can make this change. My concern is the person on this list that you'll see that says Jan wilks is my mom, my mother is 82 years old so hustling through the Amsterdam airport with an hour and twenty minutes in between flights maybe, tricky. We did request a wheelchair for her and if that is still the case and you think the wheelchair will help to get her through on time. And I don't, this is what I don't know about. I've never traveled with anyone in a wheelchair before then I'm okay to leave this. If you think that's a, a problem then I guess I need to know about that. Agent (Sam Moya): Okay. Agent (Sam Moya): Mm-hmm. Agent (Sam Moya): I don't believe that it's a problem especially with the wheelchair assess ability. The what I can check on for you is if there's any other longer flights. Just due to the fact that it is a little bit of a short layover. They recommend at least two hours in those airports. So let me see if there's any other options available and then I can get back with you with an update. Customer: Okay, which is, like I said this is my, my for this flight, this is the third iteration of what we were doing. So I'm not sure you're gonna find a whole lot out there and what we did like about this, just so you know, is it the final leg takes us directly. Excuse me. My voice is going directly into Raleigh Durham airport which is our home airport, so that there's not anymore. My family, my, my, my, my husband and my daughter and I have global entry. So, it's quicker. My mother does not. Agent (Sam Moya): Right. Agent (Sam Moya): Right. Customer: So, we would have to stand in all the lines and whatnot with her. Like, if we went into Atlanta or something which would be very overwhelming for her to come into Raleigh Durham as much, it's a smaller airport. They don't do as many international, it's just smaller and more manageable for us. Agent (Sam Moya): Understandable. Agent (Sam Moya): Exactly. Okay, perfect. I will definitely keep that in mind when I do look for alternative flights but I will get looking and see if I can find anything. If not, I don't see that it would be a problem just because you do have the wheelchair accessibility. So they are really good to make sure you get to your gates on time when you have that. So, let me just look for other options then we can go from there. Customer: Okay. Customer: Perfect. Okay. Customer: That's great. Customer: Okay, that's fine. That yeah, I've, I'm like I said, I'm not traveled with anyone she can walk, but she just, she's not gonna walk fast enough. Customer: Which I think I'm not sure. I think Leanne, they have helped me book this one. I can't remember. I think I've spoken to all of you now but she said the wheel I just don't know. So if you think so I'm good with that. Agent (Sam Moya): No. Agent (Sam Moya): Perfect. Okay, let me get working on this and then I will reach back out to you shortly. Customer: Wonderful, thank you so much. Agent (Sam Moya): My pleasure. Have a good day. Mm-hmm. Bye. Customer: Okay, bye-bye.