Mable Brown · May 22, 2025 · 3:22 PM
Inbound · 08:09 · Planner: Air Department · +12102696227
“It's like going back in time... I'm trying to be flexible with okay, if we have to travel August ninth then we'll travel August ninth.”
Escalate this booking to a specialist before end of week and call Mable at 210-269-6227 (or husband at 210-317-6101) to review Delta's schedule-change rules, confirm whether the August 9th/10th itinerary is reversible, and lock in a preferred departure time that avoids the 6:00 AM departure. Confirm in writing that any rebooking does not forfeit the special fare.
Full analysis
What happened
Mable called Pavlus to report that Delta had canceled and rescheduled her flight multiple times, creating a confusing itinerary: originally Stuttgart to Amsterdam on August 10th, then rescheduled to August 9th departing Amsterdam at 3:10 PM—which she noted makes no logical sense ("going back in time"). She had previously spoken to Rose, who promised follow-up that never arrived. Denise explained that Pavlus's team receives hundreds of automated schedule-change notices per week and offered to escalate Mable's case to a specialist who would call back this week to review options and discuss preferred departure times (Mable wants to avoid the 6:00 AM start time if possible). Mable provided two phone numbers and clarified her availability around a dental appointment. The call ended with Denise mentioning Pavlus's referral program, and Mable asking for a direct line before being told Denise was leaving early and to use the main 888 number instead.
Emotional read
Mable started frustrated and confused about the chaotic itinerary changes, with some anxiety about whether she was doing the right thing by calling Pavlus rather than Delta directly. Her tone shifted noticeably warmer and more relieved when Denise committed to having someone call her back this week, and she ended the call appreciative and even gracious (wishing Denise a good trip). She remained slightly worried about potential penalties or being stuck with an unworkable schedule, but ultimately accepted the resolution path offered.
Emotional arc through the call
Started anxious and confused about a botched itinerary, frustrated that a prior agent's promise went unfulfilled, and warmed noticeably when Denise committed to escalation and callback this week, ending the call appreciative.
How customer sees Pavlus
- neutral · previously spoke to agent Rose who promised follow-up that never materialized
- positive · appreciated that Denise committed to escalating to a specialist and promised a callback 'this week'
- neutral · expressed mild concern about calling Pavlus vs Delta directly: 'I thought well, I'm not gonna mess things up by calling delta about it'
Process friction
- promised follow-up from agent Rose never arrived despite her assurance of 'something real soon'
- no confirmation email or communication about Delta schedule changes reaching customer
- agent Denise unavailable for direct callback due to early departure; customer redirected to main line
Value perception
Not explicitly stated, but Mable's decision to call Pavlus rather than Delta directly suggests she trusts the agency to advocate on her behalf: 'I thought well, I'm not gonna mess things up by calling delta about it. So, here it is.'
Customer behaviors
seeking help resolving airline schedule chaos escalated by Pavlusdeferring authority to Pavlus specialist to determine feasible schedule optionscoordinating logistics (providing backup contact, clarifying availability window)venting frustration about illogical itinerary while remaining solution-focusedgrateful for acknowledgment and forward momentum even without immediate resolution
Topics & signals
| Topics | flight schedule changeDelta flight cancellation and reschedulingitinerary confusiondeparture time preferencesreferral program |
|---|---|
| Destinations | StuttgartSan FranciscoAmsterdamDetroit |
| Cruise lines | Delta |
| Buying signals | confirmed travel is booked and proceeding despite scheduling issueswilling to remain flexible on departure date and timeprovided backup contact number for follow-up coordination |
| Objections | concerned about early 6:00 AM departure time conflicting with evening plansworried about being penalized for not accepting airline schedule change quicklyuncertain if special fare rules allow flexible rescheduling |
Analyzed 2026-05-23 07:00:50 by claude-haiku-4-5-20251001. Confidence 0.88.
Transcript (6,780 chars)
Agent (Denise Fritz): I was traveling department. Did you speak to I help you? Customer: Hi, I'm sorry. What was your name again? Agent (Denise Fritz): Denise PAS travel air department. Customer: Oh, yeah, Denise, hello. This is Mable. Brown and I'm calling to see, see about a little issue that we have with delta that canceled a flight and rearranged it in a wrong way. And it was on a return from stud, Gard back to san San with delta and I have a booking number if you need it or, let's see, I thought I did. Hold on. Agent (Denise Fritz): He. Customer: Would you be able to still look me up or? Agent (Denise Fritz): Just give me a second here. I think you had called yesterday and let me. Customer: Okay. Agent (Denise Fritz): Yeah, I had sent a message yesterday, were you talking to rose? Customer: Yes, because she had told me that I should be getting something real soon and I never did on the delta. We finally have the, well I guess it's just a, a, a copy of, of the schedule for the unit to travel. But the biggest one has been the delta where they have us trying to look for my paper here where they have us traveling August. Customer: Pen from stud Gard. To Amsterdam, but then they had to cancel and a rescheduled and now it's August 9th to Detroit. And so anyway, it just doesn't make sense. It's all scrambled up and when I first got it said to go to your travel agency or, you know, whoever booked it first and I thought well, I'm not gonna mess things up by calling delta about it. So, here it is and let's see if I have any kind of reference here to go by. Customer: Yeah, this was on May 18th that I sent actually was May 17th. I got an important update, flight number change from deltas and everything was looking good until I turned it over and I thought, wait a minute, August 10th, we leave at 6:00 AM from stud card, we go to Amsterdam and now it's August 9th, we leave Amsterdam at 310. Anyway, it's like going back in time and so. Agent (Denise Fritz): Okay. Well, we have certain people over here that are working on the schedule changes is in the, in the orders are coming in so, I can. Customer: Okay. Agent (Denise Fritz): Send one of them a message we had like over a hundred cup, several hundred of these come in this week already so I can send a message. Well the airlines do thousands and thousands of these everyday. It just depends how to mostly automated, so the automated system did that but I can send a message over and see if somebody can give you a callback. I'm not sure it's gonna be today since we have a limited staff but I can leave a message and have somebody give you a call either, and it'll be this week hop, try to call this week. Yeah. Okay. Customer: Are you serious? Wow. Customer: Okay. Customer: Yes, mm-hmm. Customer: Okay, and. Customer: Okay. Customer: Okay, this week and also can you add to that message that 6:00 AM is real Fale to leave at 6:00 AM and then still have us then at, at in the evening. You know, at 9:00. I was wondering if Saturday is a better travel or even Friday. I mean, you know, if I have that Leasure to because they've already got me for August 9th, if I have that Leasure to leave on August 9th and a more pleasant time. It could be 9:00 or 10:00 in the morning as long as it's not six in the morning but. Agent (Denise Fritz): Yeah, I'll just tell him to give you a call. That way they can tell you what the rules are the schedule change and what's available. That's probably the better way to do it. Otherwise, I'll send a message and then that make a change. But, yeah, let me send over. Customer: Okay, okay. Agent (Denise Fritz): Okay. And maybe is this a good phone number that 210-269-6227. Customer: Yes, and if you and the second number would be my husband's number just in case you know, just as a plan B. 210-317-6101. If you couldn't get me the first time on that first one. I mean, I'm going to a Denise appointment here in a little bit. So I'm gonna probably, I'll have my phone kind of like on, not on but low, so on a low tone but that's like about twelve at our time here. So I'm not going to be able to answer cause my mouth will be open, but. Agent (Denise Fritz): Mm-hmm. Agent (Denise Fritz): Okay. Customer: But my husband will be able to and I'll let him know that it could be a call coming from New Mexico cause we get all kinds of calls all over the US content confident and it's like, wow, you don't know what to, you know, you're afraid to answer but then you feel like you have to. So I'm gonna tell him it's coming from Albuquerque, New Mexico and, and just answer that one. So, sounds good. Alright. Well, I just hope that this doesn't, I mean, I know it's a special fair maybe. So, the delta, I don't want to find out that we get punished for not doing, doing this on time or, you know, and then we're stuck with a crazy schedule cause we won't be able to, to meet that schedule. That's the mix-up of the day. So, let's see. I think that's my main concern right now is that and that's why I'm trying to be flexible with okay, if we have to travel August ninth then we'll travel August ninth and if we have the Leasure to, to get a, a different times and six in the morning then that would be great so. Agent (Denise Fritz): Okay. Agent (Denise Fritz): Okay. Agent (Denise Fritz): Oh, okay. Okay, I'll leave her a message. Okay? Thank you. Have a good day. Don't forget about the referral program. Customer: Okay. Customer: Alright, thank you Denise. I really appreciate. Customer: Oh, I won't what referral program. Oh, the update. Agent (Denise Fritz): Okay, we have a a referral program if you refer people to us and then after they get back, yeah, yeah, then after they get back you get a nice check from us for your next trip or anything you want to do, it's not tied to any trip. But we always like to, to know what that you're going to use it on a, a fabulous trip. Customer: Oh, yeah that's right. Yes, okay, I see what you mean okay. Customer: Alright. Well. I hope so. Customer: But the, but, but the trip sounds good. Okay, very good. Thank you, thank you, Denise. Do you have a direct line or something by chance, if in case some date. Agent (Denise Fritz): Okay, have a wonderful day. Okay, it's my pleasure. Agent (Denise Fritz): Actually, I'm leaving early today so the best number to call is the 888 number, I think that was the one that you used. Yeah. Otherwise, you just get stuck to my voicemail and I'm not going to be picking up anything till about June 3rd or so. So. Okay. Oh, great. Customer: Okay. Okay, I think I used it. Okay, okay, not a problem then. Okay, well you enjoy your trip in case you're going somewhere. Okay, enjoy it. Agent (Denise Fritz): Okay, I appreciate it thank you. Okay, bye. Customer: You're welcome, bye-bye.