Edward Goodman · Jun 25, 2025 · 10:18 PM
Inbound · 15:38 · Planner: Guest Relations · +13015185426
“You guys have a customer waiting on the phone and you have to send him a message and wait till he opens it. That's really great customer service. Unbelievable!”
Christopher (air department supervisor) should contact Edward at 301-518-5426 today if possible, or guarantee Aaron or Don calls first thing tomorrow morning with a direct resolution to the Lauren-managed airfare issue. Document the specific airfare problem and Edward's expectation of direct supervisor review before callback.
Full analysis
What happened
Edward Goodman, a self-described frequent customer, called asking for planner 'Don' (or 'Dam'), then 'Aaron' to address an airfare issue he's been handling with planner Lauren. When neither was available, Briana offered to connect him with Christopher, the air department supervisor. After multiple holds, Christopher was also unavailable, and Briana explained the supervisor would need to be reached via instant message and would call back later—or tomorrow. Edward escalated emotionally, criticizing the process as 'horrible customer service' and 'unbelievable.' He provided his phone number (301-518-5426) and demanded a callback from either Christopher today or from Aaron or Don tomorrow. The call ended with Briana confirming she would escalate the request.
Emotional read
Edward is visibly upset and frustrated throughout the call. He begins by calmly requesting a specific planner but becomes increasingly angry as the agent struggles to connect him with management. His frustration peaks when learning the supervisor is unavailable and escalates sharply when he realizes resolution will depend on waiting for a callback via instant message—he perceives this as poor customer service and repeatedly expresses his distress with phrases like 'horrible way to treat a customer' and 'I'm so upset.'
Emotional arc through the call
Started calm and goal-focused (requesting a specific planner), deteriorated steadily through multiple unavailable contacts, then spiked sharply into anger when learning resolution would require asynchronous callback via instant message.
How customer sees Pavlus
- negative · criticized Pavlus for treating him 'horribly' as a customer
- negative · 'You guys I'm so upset'—blanket frustration with the agency
- negative · called the callback-via-instant-message resolution process 'really great customer service' (sarcastic)
- negative · characterized the agency's process as 'a horrible way to treat a customer'
Process friction
- customer unable to reach assigned planner Lauren directly
- multiple requested supervisors (Don, Aaron, Christopher) unavailable or unreachable during business hours
- no immediate supervisor escalation possible; resolution depends on delayed instant-message callback
- customer had to stay on hold multiple times waiting for supervisor availability confirmation
Value perception
Not stated. Edward's complaint centers on execution and availability, not on whether Pavlus offers value relative to competitors.
Customer behaviors
escalating frustration as contact attempts faileddemanding escalation to management levelventing anger about perceived poor servicedeferring to callback since real-time resolution unavailableasserting repeat-customer status (not rudely, but to signal value)
Topics & signals
| Topics | airfare issuecustomer service escalationsupervisor availabilitycallback request |
|---|---|
| Objections | airfare issue unresolved with current planner Laurenfrustrated by inability to reach supervisor immediatelyunhappy with callback-dependent resolution process |
Analyzed 2026-05-27 18:28:38 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (5,383 chars)
Agent (Briana Armstrong): Thank you for calling polis travel, this is Briana on our guest on department. How can I assist you? Customer: I wonder if don was in today and she was available. Agent (Briana Armstrong): Let's see. I can take a look. Agent (Briana Armstrong): See here. Agent (Briana Armstrong): I do think he is in today. You may be available, I'll have to reach out to verify may I get your name? Customer: Yeah. My name is Edward Goodman. I'm a customer with an issue that's come up and I would like to speak to dam. Agent (Briana Armstrong): Okay, no worries if you don't mind just staying on one brief hold, I can send her a message and see if he's available. Customer: Thank you very much. Agent (Briana Armstrong): My pleasure. Agent (Briana Armstrong): Thank you for holding. Customer: Hello. Agent (Briana Armstrong): Alright, I do apologize for Lindy hold. I was tempting to reach out to don however I believe he is on for the day. He typically gone by 4:00 PM Mountain Standard Time, I thought she was still in. So I do apologize for that if you'd like, I can see if the. Customer: Okay. Customer: Yeah, it's Aaron there. Agent (Briana Armstrong): Oh. Agent (Briana Armstrong): Aaron. Let me double-check. Agent (Briana Armstrong): Yeah. Agent (Briana Armstrong): It looks like Aaron is also not in at the moment. If you look, I can see if there's something I can assist you with and if not, I can request for either one of them to give you a callback tomorrow morning. Customer: Yeah, I'm a customer who's disappointed. I'm dealing with Lauren and there's an issue regarding my airfares which isn't necessarily lawn fall but I'm very upset about that you guys and I wanted to talk to manager. Agent (Briana Armstrong): Oh, good, no worries it, it's in regards to your. Customer: I'm a, I'm a very, I'm a very, I'm a very frequent customer and this isn't one of those things where you like. Do you know who I am? I'm a bidding shot, I'm not but I just think there's something going on here with your, with some things that I need to talk to a manager about. I'm pretty upset. Agent (Briana Armstrong): Oh, no worries if it's in regards to your airfare, we do have a supervisor in our air department. I can reach out to him and see if he's available. Customer: Alright, that's a possible who's that person? Agent (Briana Armstrong): His name is Christopher. Customer: Alright, I can give that to go. Thank you very much. Agent (Briana Armstrong): Of course, my pleasure. So just one moment here, I'm gonna reach out to him and see if he's available. He's typically in a little bit later than the other supervisors. So it would just be a few moments I'll send him a quick message. Customer: Thank you. Agent (Briana Armstrong): Okay, my pleasure. Customer: It's so fast. Agent (Briana Armstrong): Thank you for holding. Customer: Hello. Agent (Briana Armstrong): Alrighty do apologize again for that hold. I'm still waiting a response from the supervisor in the air department Christopher, he may be away from his desk as well with it being a little towards the end of our day. So I do apologize I'm not sure if you wanted to continue waiting to see if I received a response back from him in the next few minutes or if you would prefer me to schedule a callback. Customer: What can you call me back today? Agent (Briana Armstrong): I won't be able to guarantee that. So I haven't been able to reach him yet and so I'm not specifically sir. If he'll be able to give you a callback today, I can send him that message advising that you would prefer a callback today. But with it being. Customer: Alright, alright, well then, why don't you just go ahead and, and you said there's a customer waiting on the phone and you have to send him an email and wait till he opens it. That's really great customer service. Unbelievable! You guys I'm so upset. Customer: Horrible way to treat it or, or a way to horrible way to treat a customer. I'm just so, so upset right now. Well, he can call me if he wants my phone's. 301-518-5426. Agent (Briana Armstrong): Yeah, it's not an email. It's. Agent (Briana Armstrong): Okay, I do apologize it it's an instant messaging feature that we have but unfortunately with it being a little late in the day there quite a few people already out for the day. So, I definitely understand your first Jason and I wish there was a supervisor readily available, but we'll make sure that you do get in contact with the supervisor. That way they can look into this issue that you are having. Customer: Alright, have, have them call me at 301-518-5426 and if he can, if he doesn't respond to you today, I want to talk to Aaron tomorrow. This is ridiculous. Agent (Briana Armstrong): Okay, I will. Agent (Briana Armstrong): Okay, no worries, I definitely understand. I will reach out to both Aaron as well, just do ensure that you do get a callback. Customer: And, or don I just want to talk to a supervisor so that I can feel I cause I'm being treated horribly. Agent (Briana Armstrong): I understand, yes, if I'm unable to get in contact with the supervisor today, Donn will be able to give you a callback tomorrow morning when she's back in office. So we'll make sure we get you in contact with the supervisor. Customer: Thank you very much. Agent (Briana Armstrong): My pleasure. Well, thank you for reaching up today. I hope you enjoy your day.