Mable Brown · May 19, 2025 ยท 2:27 PM
Inbound · 06:00 · Planner: Denise Fritz · +12102696227
“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”
The airline team should prioritize calling Mable at 210-269-6227 same-day to confirm whether the August 9th flight change allows her to still make the August 10th cruise departure; if not, proactive rebooking options should be discussed immediately given the one-day buffer.
Full analysis
What happened
Mable called regarding a Delta flight schedule change affecting her and Bruce Brown's Uni World cruise booking. The flights were booked by agent Rose (not through Uni World directly) and include a return component. Denise acknowledged the air schedule change has not yet been processed by Pavlus's airline team and offered to leave a message for that team to call back. Mable expressed concern that the flight change is scheduled for August 9th but her cruise departs August 10th, creating a tight timeline. Denise explained the process is largely automated and that someone will manually review and call. The call ended with Mable's phone number provided and Denise committing to escalate the request, though Mable noted she hoped for same-day callback due to time sensitivity.
Emotional read
Mable is courteous and slightly anxious about the timing of the flight change. She expresses worry about the schedule conflict ("I'm kinda worried about") and appreciates the agent's willingness to escalate. Her tone remains deferential and cooperative throughout, though she shows some uncertainty about the process.
Emotional arc through the call
Mable remained calm and cooperative throughout, but her anxiety about the August 9th/10th timing conflict became slightly more visible toward the end, when she said 'I hope it could be today cause I'm kinda worried about.'
How customer sees Pavlus
- neutral · acknowledged Pavlus has a dedicated airline team that handles schedule changes, but noted they are 'short handed today' with 'two people out'
- neutral · asked if Rose (the original booking agent) handles airline changes, or if someone else in the department would help
Process friction
- airline schedule changes are slow to process and require manual team intervention after automation
- customer unsure about response deadline or urgency level for airline-initiated schedule changes
- customer had to wait and be told someone would call back rather than immediate resolution
Value perception
Not explicitly stated. Mable referenced Delta's suggestion to contact either the travel agent or Delta directly, implying she views Pavlus as a valid intermediary, though she expressed no strong confidence in speed or certainty of resolution.
Customer behaviors
seeking clarification on who owns the airline change resolutionexpressing time pressure and worry about cruise departure timingdeferring to agent expertise and trusting escalation processproviding information systematically when asked (booking name, confirmation numbers, travel date)
Topics & signals
| Topics | flight schedule changeDelta airlineUni World cruiseair booking modification |
|---|---|
| Destinations | Stuttgart |
| Cruise lines | Uni WorldDelta Airlines |
| Objections | concerned about flight schedule change occurring day before cruise departureunsure about deadline or response timeline for airline changes |
Analyzed 2026-05-23 14:39:18 by claude-haiku-4-5-20251001. Confidence 0.85.
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.