EILEEN PERRON · Feb 4, 2025 · 4:16 PM
Inbound · 03:27 · Planner: Kenzy Escobar · +14163717197
“So we are loyalty platinum member. So we have air deviation included as our loyalty perk.”
Michael should contact Osana's custom air program today with Eileen's two flight preferences and proactively send a follow-up email by end of week with either the approved itinerary or a status update, including a clear call-to-action for her to confirm acceptance.
Full analysis
What happened
Eileen called to follow up on an air booking made yesterday with agent Stephanie. She holds loyalty platinum status and has an air deviation package with Osana, and she wants to confirm that her preferred flight choices (Air Canada options departing March 10, returning March 23, connecting through Miami and Toronto) will be submitted to Osana's custom air program. Michael confirmed he would submit the request today and that Osana should respond within one to two days, with a response expected by end of week. The final itinerary will be sent via email from palestravel.com. No objections were raised; the call was a routine status update.
Emotional read
The customer is methodical and detail-oriented, seeking confirmation that their specific air preferences will be handled. They appear somewhat cautious but not frustrated—verifying process steps and clarifying communication channels. No anxiety or annoyance detected; tone is professional and transactional.
Emotional arc through the call
Remained calm and professional throughout; slightly more satisfied after Michael confirmed the next steps and timeline.
How customer sees Pavlus
- positive · trusted agent Stephanie to make the initial booking and is comfortable working with Michael for follow-up
- neutral · clarified that communication would come via generic palestravel.com email rather than from Michael by name
Value perception
Customer has platinum loyalty status and views air deviation as a perk of the membership, implying they see value in Pavlus's loyalty program tier.
Customer behaviors
following up on existing booking within 24 hoursverifying air deviation perk was correctly appliedselecting among multiple flight optionsconfirming communication process and timelineloyal repeat customer exercising membership benefits
Topics & signals
| Topics | air deviation packageflight selectionloyalty platinum membershipbooking follow-upcustom air program |
|---|---|
| Destinations | MiamiToronto |
| Cruise lines | Osana |
| Buying signals | already booked yesterday with Pavlus agent Stephanieloyal platinum member with air deviation perkactively selecting preferred flight optionsconfirmed travel dates March 10-23 |
Analyzed 2026-05-24 23:28:29 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,977 chars)
Agent (Michael Escobar): Hi, this is Michael with the public travel air department. How can I be able it in today? Customer: Yes I have made a booking yesterday, the Cian waste your Stephanie patter and my booking included airfare with Sana and I'm calling to follow up with it because we're getting close to saving date. I'm trying to get the air that I want because I have an air deviation package with Osana. Agent (Michael Escobar): Okay, let me see here. My colleague did give me your booking number so I'm just getting that pulled up here. Customer: It's 382-2161. Agent (Michael Escobar): Yes, sir. Okay, and okay, we actually have an email from this Stephanie with some flights that you requested. I see Air Canada 1916 connecting with. Agent (Michael Escobar): I'm sorry, that's actually to to Miami and then Miami back to Toronto. I have Air Canada, 1201. Customer: Yeah, so we have we March the tenth of March the twenty third. Agent (Michael Escobar): And then. Agent (Michael Escobar): Let's see. Let me make sure yes, sir. That's what I've got here. We can certainly mm-hmm. Customer: And then I had a, then I have a second choice if you look down further. Agent (Michael Escobar): Yeah. Yes sir. I see that as well. Agent (Michael Escobar): I can certainly reach out to OCN and submit this request under their custom air program and normally only take some one to two days days to get back to us and then I can forward that schedule over to you for you to review and let know if you want to accept it. Customer: So. Customer: Okay, so we are loyalty platinum member. So we have air deviation included as our loyalty perk. Agent (Michael Escobar): Mm-hmm. Agent (Michael Escobar): Yes sir, I see that list. Customer: You're aware of that. You see that. A, yeah. Okay. So, you're gonna deal with them today with Osana today. Is that what you're gonna do? Agent (Michael Escobar): Yes sir. Agent (Michael Escobar): Yes, sir. It might take a day or two for them to get back to us but we should hear back from them. I would expect no later than the end of this week. Customer: And should I take note of your number? Are you gonna email me or how does that work, Martin? Agent (Michael Escobar): It's gonna come in via email. Customer: From you? Agent (Michael Escobar): It's gonna come from @palestravel.com. Customer: Okay. So I don't need your name or your, or your extension number or anything? Agent (Michael Escobar): No sir, my name is Michael and if I'm the first one to see that schedule come in, then I'll be the one to send it to you. But one of my colleagues might send it to you as well. If you have any questions you can certainly call back and ask for me. Customer: Yeah. Customer: Yup. Okay, thank you very much. Agent (Michael Escobar): Yes sir. Thank you for your time. If you have any other questions including our referral program. Please don't hesitate to callback otherwise, I hope you have a great rest of your day, bye-bye. Customer: Thank you.