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 Delta to clarify whether row 33B on the 757-200 is genuinely business class or premium economy, and determine if Mary's Delta miles can upgrade the non-refundable ticket. Call Mary back Saturday with confirmation and pricing update.
Full analysis
What happened
Mary called following up on a Delta flight booking from Minneapolis to Iceland on July 11th that Rose had sent her earlier. The core issue: Mary discovered business class availability on the 757-200 series aircraft via seat finder tools, but the system shows premium economy in category P. Mary wanted to explore upgrading via miles and also had questions about a one-hour connection in Amsterdam and travel insurance on a non-refundable fare. Rose agreed to contact Delta directly to clarify the cabin class discrepancy and call Mary back Saturday. Mary confirmed she's comfortable proceeding once that is resolved.
Emotional read
Mary is engaged and detail-oriented, doing her own research on aircraft configurations and seat maps. She's analytical rather than anxious, though slightly frustrated by discrepancies between what she's found online and what the system shows. She's cooperative and trusts the agent to resolve the open questions.
Emotional arc through the call
Mary started engaged and collaborative, became slightly more skeptical when system data didn't match her research, then relaxed once Rose committed to calling Delta directly to verify.
How customer sees Pavlus
- positive · responded promptly to her detailed research with willingness to investigate discrepancies with the airline directly
- positive · confirmed that travel insurance covers non-refundable fares, addressing one of her concerns
Process friction
- Delta booking confirmation number not pulling up in Delta's website system, likely because ticket has not yet been issued
Value perception
Mary did not explicitly state a view about Pavlus's value versus going direct. She appears to trust Rose to handle coordination with Delta and resolve the technical discrepancies.
Customer behaviors
doing independent research using airline seat finder tools and aircraft specscross-referencing agent information against online sourcesasking detailed follow-up questions about cabin class and upgrade optionsdeferring final booking decision pending agent's delta confirmation call
Topics & signals
| Topics | airline seat selectionbusiness class availabilitydelta miles upgrade potentialconnection time legalitytravel insurance coverageticket pricing |
|---|---|
| Destinations | MinneapolisIcelandAmsterdam |
| Cruise lines | Delta |
| Buying signals | already has delta booking confirmation number readyasking agent to reprice ticket in business classinquiring about travel insurance to protect non-refundable fareconfirmed comfort proceeding after agent addressed concerns |
| Objections | confused about business vs premium economy cabin classificationconcerned about tight one-hour connection time in Amsterdamunsure if delta miles can upgrade non-refundable ticket |
Analyzed 2026-05-27 14:45:53 by claude-haiku-4-5-20251001. Confidence 0.78.
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.