Mable Brown · May 19, 2025 ยท 2:26 PM
Inbound · 06:02 · Planner: Air Department · +12102696227
“I thought well, let me call you first because I don't want to find out.”
The air department should call Mable at 210-269-6227 today to review the August 9 schedule change and confirm it won't conflict with her August 10 cruise departure, ideally before end of business to address her stated worry.
Full analysis
What happened
Mable called about a Delta flight schedule change affecting her cruise trip booked with Uniworld. The flights were booked separately by an agent named Rose last Wednesday and are connected to her cruise departure on August 10, but the airline changed the flight to August 9. Mable wanted to understand what action was needed and whether Pavlus could help. The agent (Denise) determined it was a saver booking not handled by Uniworld and explained that Pavlus has a dedicated team to manage airline schedule changes. Denise offered to leave a message with the air department team to call Mable back, which Mable accepted. The call ended with Mable hoping for a callback today given her travel urgency.
Emotional read
Mable is somewhat anxious about the flight schedule change, particularly the timing conflict between the airline's change (August 9) and her cruise departure (August 10). She is polite and collaborative, asking clarifying questions and deferring to the agent's process. She expresses hope ('I hope it could be today cause I'm kinda worried about') but remains calm throughout.
Emotional arc through the call
Mable started slightly anxious and uncertain about process, then became more reassured after the agent explained Pavlus has a dedicated team to handle these changes, though her anxiety about the timing conflict (Aug 9 vs Aug 10) remained.
How customer sees Pavlus
- neutral · referred to agent Rose by name as the person who booked the flights, indicating familiarity with prior service
- positive · appreciated that Pavlus has a dedicated team to handle airline schedule changes rather than requiring customer to call Delta directly
- neutral · accepted explanation that schedule changes are processed in order by travel date and handled manually by the team
Process friction
- airline schedule change had not yet been processed by Pavlus's air department team when customer called
- customer had to wait for callback rather than receiving immediate resolution during call
Value perception
Mable seemed to view Pavlus's air department as a helpful intermediary, preferring to contact them first rather than Delta directly, suggesting she values having her travel agent handle the complexity.
Customer behaviors
seeking guidance on who to contact about airline schedule changecomparing whether to contact Delta directly or work through travel agentdeferring to agent's process and accepting callback arrangementexpressing time sensitivity around upcoming travel date
Topics & signals
| Topics | flight schedule changeDelta airlinecruise flight coordinationbooking support |
|---|---|
| Destinations | Stuttgart |
| Cruise lines | UniworldDelta Airlines |
| Objections | concerned about flight schedule change on August 9th when cruise departs August 10thuncertain about timeline to resolve airline schedule change before travel |
Analyzed 2026-05-23 14:39:45 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (3,985 chars)
Agent (Denise Fritz): Was travel air department and you speaking to help you. Customer: Hi, Denise, this is Mable brown. Sorry if I sound muffled, I thought I was going to be on hold for a while, so I bid into my into my little toast chair. I'm calling because we had a change in some flights with delta airlines and I was wondering if you could take a look at this and let me see if I have that. Agent (Denise Fritz): Mm-hmm. Agent (Denise Fritz): Mm-hmm. Customer: What would you need for me like a booking number or. Agent (Denise Fritz): Is it with the tour or cruise? Customer: It's with the cruise. Customer: But the thing here is the flight was leaving from stud guard. Well let's see. It's a long story cause we broke up the flight. So it's connected with the cruise going but it's coming back and, and we're coming back from a, where is it? Oh, here we go it's delta. I've got the confirmation trip number if that helps. Agent (Denise Fritz): And what's, what's the name on the booking? Customer: Okay, it's a brown, Bruce and Mable brown. Customer: And rose did all this transaction last week about Wednesday I guess it is. Customer: I think it was Wednesday, right? Yeah, yeah, cause I saw, I saw it on my. Customer: So I don't think so. Agent (Denise Fritz): And it's for a uni world cruise. Customer: Yes. Agent (Denise Fritz): But the air's not book through either world. Customer: No, it's not. It's rose booked it for us. Agent (Denise Fritz): Okay, it looks like it's a saver booking. Okay. Agent (Denise Fritz): Yeah, it looks like there was a air schedule change but it hasn't been processed by the team over here that handles those. Customer: Okay. Agent (Denise Fritz): And I can leave a message and have somebody to call you back. Customer: Well, that would be good is that, does rose do this or someone else could help us on the airline? Agent (Denise Fritz): We have a team that handles those in our department. Customer: Okay. Okay, cause it did when I was reading the delta message they said, you know, you can talk to the person like if you had a travel agent or whatever that created the reservation or you can call us and I thought well, let me call you first because I don't want to find out. Agent (Denise Fritz): Yeah, we have a team of people that handles those and they aren't quite in yet today. Yeah, we've got quite a few of them that came in this scheduled changes that came in so they just handle those so, I can leave a message and see if somebody can give you a callback. Is this a good number? Mabel this? Customer: Okay, okay. Customer: Okay. Agent (Denise Fritz): 210. Customer: 210-269-6227. Agent (Denise Fritz): Yeah. Customer: Yes. Agent (Denise Fritz): Okay, yeah, I'll just leave a message cause they handle them in the order that you're traveling. So students, they look at it they will give you a call. Customer: Okay. Customer: Okay, and just real quickly, I don't have like a due date when to respond to this cause it almost sounds like, if I'm okay with it and it does and I'm not because it has this traveling August 10th but the changes for August 9th and so I'm just kinda like. Agent (Denise Fritz): They, that's all mostly automated cause there's thousands of these come, that come through from each airline everyday so it just puts them, basically, whatever the thing the computer thought to change it to, if there was nothing and then they'll, they go in, somebody has manually work on these. So but, yeah, I'll leave a message for somebody give you a call. Customer: I'm sure. Okay. Customer: Mm-hmm. Okay. Customer: Okay. Customer: Okay, that would be fantastic and I hope it could be today cause I'm kinda worried about. Agent (Denise Fritz): Okay. Yeah, we're short handed today so I'll see what they can do. We've got two people out. Okay, my pleasure. Have a good day. Mm-hmm okay, thank you. Thank you, mm-hmm. Bye. Customer: Okay, great. Thank you. Okay, thank you. Oh, you too, Denise, thank you. Alright, bye-bye.