Tori Rice · Aug 7, 2026 · 2:35 PM
Inbound · 08:10 · Planner: Tyler Snow · +15128094243
“I haven't received a email with any information as far as, like, picking us up and so I just wanted to confirm that it was still set up”
Follow up via email or text within 24 hours to confirm Tori received both the screenshot and the resent email link, and ask if she has any last-minute questions before her 3 p.m. arrival in Destin.
Full analysis
What happened
Tori Rice called to confirm airport shuttle service for arrival in Destin, which travel planner Brianna had supposedly booked. The customer had not received confirmation details and was concerned with a 3 p.m. arrival time. Agent Tyler Snow looked up the booking, confirmed round-trip transfers were in place, and discovered the instructions had been sent as a link embedded in the original confirmation email—a format the customer had not understood. Tyler offered to resend the email and also text a screenshot of the instructions immediately so the customer had it before boarding. The issue was resolved; customer left satisfied.
Emotional read
The customer started mildly anxious—boarding a plane and needing confirmation of ground transport—but became relieved and satisfied once the agent confirmed the booking existed and offered multiple ways to receive the instructions. The customer remained patient and collaborative throughout.
Emotional arc through the call
Customer began anxious about missing confirmation details before a time-sensitive flight, then warmed considerably once the agent confirmed the booking existed and proactively offered to resend the instructions via text and email.
How customer sees Pavlus
- positive · thanked the agent for resending confirmation details and offering multiple contact methods
- neutral · noted surprise that transfer instructions came as an embedded link in confirmation rather than standalone email: 'it's not straightforward'
Process friction
- Transfer instructions were sent as a link embedded in confirmation email rather than as clear standalone documentation, causing customer confusion
Customer behaviors
checking on pre-trip logistics before departureseeking reassurance on ground transportaccepting multiple delivery methods for confirmation
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | airport shuttle confirmationtransfer instructionsarrival logistics |
|---|---|
| Destinations | Destin |
Analyzed 2026-08-07 14:45:46 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (3,173 chars)
Agent (Tyler Snow): I. Agent (Tyler Snow): Thank you for the line, Ravel travels, Tyler guest relations, how can I help you? Customer: Time. Customer: Hi, I was working with Brianna and she says that she booked a, a shuttle for our arrival at our hotel. But I haven't received a email with any information as far as, like, picking us up and so I just wanted to confirm that it was still set up because we're boarding a plane and they're going to be there at three. Agent (Tyler Snow): Okay, what's your last name? Customer: Rice. Customer: Approximately to for, for. Agent (Tyler Snow): And your first name? Customer: Al, based on the aircraft and I'll get back, we'll be air Destin, there is good cost of that. You'll be waiting the board right after group too for you. Customer: Customer 15 or. Customer: Front of you and all one item is the overhead. How many group are we going now? I think it's group two. Customer: Urn over you're carry-on that there'll be sideways. Yeah, yeah, it was supposed to be booked already and she said I received it. I received an email either from you guys or from another email but I haven't received anything. Agent (Tyler Snow): Okay. Sorry you said that she booked a man from the airport to the hotel. Agent (Tyler Snow): Okay, give me just one second, okay? Customer: Okay. Agent (Tyler Snow): Okay. Hello. I'm sorry. Customer: Hello, yes. Agent (Tyler Snow): Hi. Okay, you guys do have both round trip transfers. Looks like Rianna sent over to you a link to, like, to give you the transfer instructions. Did you look that over? Customer: Sorry, you said the email very soon. Agent (Tyler Snow): Yup I said that we Hons send you over an email with the transfer instructions. I can resend it to you if you'd like. Agent (Tyler Snow): Give me one second I'm trying to get it resent to you right now. Or I can, if you want me to, I can also text you a picture but you won't be able to text me back on that number which was easier for you. Customer: Good. Customer: Yeah, that'd be fine. I think Jo. Agent (Tyler Snow): To text you. Customer: Yeah, you can there, he just said I was supposed to get a email from booking as control. Agent (Tyler Snow): So you did it's on your it's how they did it, it's kind of weird it's literally, it's a link within your confirmation so that's the email and you have to click it would ring up the instructions if that makes sense. It's not straightforward but but if you did get it though it's a little it's around about. Customer: Okay, I. Customer: Oh, okay. Okay, if you can, yeah, you can resend it and then I'll put that. Agent (Tyler Snow): Yeah. Agent (Tyler Snow): Okay, I sent you a screenshot of what the instructions say. I just text it to your cellphone. Agent (Tyler Snow): Just so that you have that like for your immediate used and then I'll send it over to your email too. Customer: Okay, great. Agent (Tyler Snow): Alright. Alrighty, I'll go ahead and get that in the next five or ten minutes, okay? Customer: Yeah, they. Customer: Okay, thank you. Agent (Tyler Snow): Of course. My pleasure. Have a safe flight. And thank you for the referral. Customer: Alright, bye. Mm-hmm. Bye-bye.