Mary Fuller · Mar 21, 2026 ยท 5:29 PM
Inbound · 07:35 · Planner: Rose Morrissey · +12393154141
“I looked up all of these different flights and what air plane it was going on... and it showed business class on the seat.”
Call Mary back Saturday as committed with Delta's clarification on whether seat 33B is genuinely business class or premium economy, and confirm repricing if business class is available. At that time, also address the second pending reservation Mary mentioned.
Full analysis
What happened
Mary called following up on airline savings Rose had sent regarding a Minneapolis-to-Iceland Delta flight on July 11th. The core issue: Delta's website showed business class available on the 757-200 series aircraft, but Pavlus's system displayed premium economy in category P/A. Mary had researched the specific aircraft and cabin configuration independently. Rose agreed to contact Delta directly to clarify the seat class and pricing, then call Mary back on Saturday. Mary also raised concerns about a 1-hour connection time in Amsterdam (which Rose confirmed was legal) and asked whether travel insurance covers non-refundable tickets (Rose said yes). Mary expressed comfort with the booking and agreed to finalize this ticket before addressing other pending reservations.
Emotional read
Mary is engaged and methodical, approaching the call with practical curiosity rather than frustration. She's done her own research (checking seat finder, airplane models) and confidently challenges discrepancies. Her tone is collaborative and trusting toward Rose, ending the call with clear comfort about moving forward.
Emotional arc through the call
Mary remained calm and methodical throughout; no significant emotional shift, though she warmed slightly when Rose agreed to investigate the seat class discrepancy and confirmed her insurance question.
How customer sees Pavlus
- positive · responded quickly to Mary's research findings and took initiative to contact Delta for clarification
- positive · willingness to recheck and reverify information, saying 'let me reach out to delta and find out'
Process friction
- unable to pull up Delta reservation in Delta's system using confirmation number HCYGJAGJ, possibly because ticket not yet issued
- discrepancy between airline's seat availability display and Pavlus booking system category codes created confusion
Value perception
Mary did not explicitly state a view about Pavlus's value proposition. She appears to trust the agency's process and is working collaboratively with Rose to resolve details.
Customer behaviors
independently researching flight details including aircraft model and seat configurationscomparing Pavlus system data against airline website informationasking probing questions about seat class ambiguities and upgrade optionsdeferring decision pending agent clarification from Deltaconsolidating multiple pending bookings, focusing on one first
Topics & signals
| Topics | airline seat class verificationdelta miles upgrade eligibilityconnection time legalitytravel insurance coverageticket pricing |
|---|---|
| Destinations | MinneapolisIcelandAmsterdam |
| Cruise lines | Delta |
| Buying signals | comfortable with current booking and ready to proceedagreed to focus on finalizing this ticket before other bookingswilling to use delta miles to upgrade if business class becomes available |
| Objections | discrepancy between delta website showing business class and system showing premium economyconcerned about 1-hour connection time in Amsterdam legalityworried non-refundable ticket may not be covered by insurance |
Analyzed 2026-05-27 14:45:42 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (5,196 chars)
Agent (Rose Morrissey): Hi Mary. Customer: Oh, hi rose. How are you? Agent (Rose Morrissey): I'm good, how are you? Customer: I am. Well thanks. I got your message to give you a call about the airline. Agent (Rose Morrissey): That's good. Agent (Rose Morrissey): Yeah. So I yeah, I sent you over that's a little savings on on the delta today. Customer: Yeah, yeah, every, every pin account. Agent (Rose Morrissey): If there's little fixed out yeah, I'm looking at it go. Well, she'll be happy for that, I. Customer: Oh, absolutely you know, I was gonna tell you when I thought, oh, I've sent too much information in the thing but according to the delta bowing 75900 series jet on that guru seat finder and even deli website it does show there's a business class. Agent (Rose Morrissey): Four. Customer: From Minneapolis to Iceland. Agent (Rose Morrissey): Available because we, I pulled it up in and it's weird how that comes out I can double-check with delta, yeah. Customer: Yeah. Customer: Well, I'm just curious I mean, I probably have enough delta miles that once this is booked, I booked, I might be able to upgrade to business. Agent (Rose Morrissey): Yeah, from Minneapolis too. Let me see on the 11th of July MSP two K. Agent (Rose Morrissey): Are you outside? Yeah, yeah. Customer: Yes, you can hear the birds squawking, she's? Agent (Rose Morrissey): Oh, okay. So business class opened up. Customer: Oh. Agent (Rose Morrissey): Yeah I can do you want me to reprice it under business. Customer: Yeah, you do you mind? Oh, okay. Agent (Rose Morrissey): No, I don't mind you okay let's see WC oh, no, that's what I have is category P. an A. Agent (Rose Morrissey): Dela. You know what? I'm gonna call delta and find out from them because in the system here this category that I have here it tells me it's a premium economy. Customer: Okay. Customer: Yeah, yeah. And I thought that when we talked yesterday that delta did not have business class. So, you know, I looked up all of these different flights and what air plane it was going on. It's going on a bowing, 757, blah, blah blah, and it showed business class on the seat. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Yeah, it's blowing bowing 757200 series. Yeah. But why does this let me, let me reach out to delta. Delta is the one that, it's weird how they, let's see if I change that to him. The thing is going to be, yeah, let me, let me reach out to delta and I'll work that out with that, okay. Customer: Correct. Customer: Okay. Customer: Okay. Okay. I'm just yeah, and if you know, if not, I maybe I could, if they do have business class maybe, I could use miles to upgrade I don't know. Agent (Rose Morrissey): Oh, okay. Let me look at your reservations on the what do you call it online with delta? And see what it comes out let me see. Customer: Okay. Agent (Rose Morrissey): Delta booking number confirmation confirmation is H-C-Y-G-J-A-G-J. Thank you. Hold on. Agent (Rose Morrissey): Okay, see. Agent (Rose Morrissey): Let's see one G. J. Agent (Rose Morrissey): It's not giving it oop so sorry we could not find any reservations with the information me break. Agent (Rose Morrissey): C-Y-G-A-A. Agent (Rose Morrissey): Okay, it's not pulling it up on the delta website. I don't know why. Agent (Rose Morrissey): Find your booking, it could be because I don't have, it's not issued yet. I mean, we haven't, yeah, the tickets are not issued yet. Yeah, but let me find out from delta. We just leave it like that and then, but I'll find out from filter because you're on rose three, you're on row, you're in rose 33 B. Which is a, a, a. And it's a. Customer: Yeah. Customer: Okay. Okay, and, and. Customer: Yeah, yeah, just. Customer: Yeah. Customer: Yeah. Well three would I would think would be business class. Agent (Rose Morrissey): Yeah. Yeah. But it's saying pre unless it's pricing at a premium instead of business. Customer: Okay, well. Customer: I don't know. Agent (Rose Morrissey): I'll, I'll reach out to delta and find out yeah. And then you had a question about Amsterdam for one hour. Yeah. Customer: Yeah, that's okay, and yeah. Customer: That connection time and delta says that's legal. Agent (Rose Morrissey): Yeah, that's a legal connecting time. Yes, I think you're gonna, I think you're gonna be fine I think, yeah, yeah. Customer: Okay, alright, well I'll trust delta. Customer: Okay, I, yeah, I'm comfortable with this and well, was my other question, I think that was it. Agent (Rose Morrissey): Yeah, let's just concentrate on this ticket first and then we'll go and look at our, the one in between. Yeah, yeah, I just want to concentrate on this, make sure. Customer: Oh, yes. Yeah, that's fine. Yeah, we can do that later. Customer: Yeah, me too. And it said you said that it was a non-refundable does travel insurance cover that. Okay, alright. Yes. Okay. Alright. Agent (Rose Morrissey): Yes. Yes, talk insurance will cover it. Yeah. Okay, so let me, let me reach out to delta on this and then I'll call you right back Saturday. Thank you. Thank you Mary. Bye-bye. Customer: Oh, okay. Alright. Thanks rose. Alright. Bye-bye alright. Alright. Bye-bye.