Mable Brown · May 19, 2025 ยท 2:34 PM
Inbound · 03:37 · Planner: Ashley Major · +12102696227
“I'm trying to book that independently, not through uni world. Because my husband thought about going by train or whatever and we're just not gonna do that.”
Denise should contact Uni World directly to confirm shuttle bus policies and capacity for the Browns' new Munich-to-Stuttgart flight and provide pricing/fee information on adding the independent flight segment to their cruise package itinerary.
Full analysis
What happened
Mable Brown called back regarding her Uni World cruise itinerary after a previous call with Denise about Delta Airlines schedule changes. She needed to add a flight from Munich to Stuttgart and clarify whether shuttle bus coordination from the port to Munich airport and from Uni World to the airport should be handled by Pavlus or Uni World directly. She explained her husband had considered train travel but they decided on the flight instead due to constraints with their ground transportation in Stuttgart. Ashley took note and committed to having Denise (the prior agent) or another team member follow up with details about adding the flight and clarifying shuttle arrangements with Uni World.
Emotional read
The customer is calm, organized, and patient throughout the call. She is detail-oriented and concerned with logistics coordination between multiple service providers. No frustration is evident, though there is mild uncertainty about process and responsibility.
Emotional arc through the call
Remained steady and courteous throughout; no emotional shift observed.
How customer sees Pavlus
- neutral · customer is already working with Denise on prior itinerary changes and expects continuity of care
- neutral · customer is uncertain about whether Pavlus or Uni World owns responsibility for shuttle coordination, suggesting unclear role definition
Process friction
- customer had to repeat or clarify her request to a second agent after already calling Denise
- unclear ownership between Pavlus and Uni World for shuttle bus coordination and airport transfers
Value perception
Not explicitly stated. Customer appears to expect Pavlus to coordinate across multiple service providers (airlines, cruise line, ground transport) as part of the booking experience.
Customer behaviors
managing multiple service providers (airlines, cruise line, ground transport)seeking clarification on agency responsibility vs. cruise operator responsibilityprepared with specific origin and destination city codesdeferring final booking decision pending callback from Denise with fee and logistics details
Topics & signals
| Topics | Delta Airlines itinerary changesFlight booking from Munich to StuttgartUni World cruise shuttle bus coordinationAirport transportation arrangements |
|---|---|
| Destinations | MunichStuttgartUni World cruise |
| Cruise lines | Uni World |
| Buying signals | already booked Uni World cruise and is adding flightscommitted to independent flight from Munich to Stuttgart instead of train |
| Objections | uncertain whether Pavlus or Uni World handles shuttle bus coordinationconcerned that independent flight booking may conflict with cruise itinerary |
Analyzed 2026-05-23 14:38:19 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (3,194 chars)
Agent (Ashley Major): Hi, this is Ashley, with the Allis traveler department. How can I help? Customer: And Ashley, I just called and I spoke with Denise and she's gonna have somebody call us back for some changes that delta airlines did on our, on our itinerary that we're totally off the grid here. But I'm calling back because I forgot to tell her that we are needing a flight from Muni to stud Gard. Agent (Ashley Major): Mm-hmm. Agent (Ashley Major): I see. Customer: And I also need to find out because we're gonna be we're gonna be stopping in our in our uni world cruise and. Agent (Ashley Major): Mm-hmm. Customer: And so I'm not too sure how to make sure that the arrangements include us going on the shuttle bus from PAS to Muni. And the uni world shuttle bus. So is it something that rose has to handle or, or is it something that you can let rose? I guess contact uni world. To make sure that they have our, that they put us on the list to after we get off the boat that we get our shuttle bus to, to Muni. Agent (Ashley Major): Two minutes. Let me see. Agent (Ashley Major): Let me see just to verify it for the flight from unit did is that something that's going through uni uni world? Are you trying to book that independent from them? Customer: I'm trying to book that independently, not through uni world. Because my husband thought about going by train or whatever and we're just not gonna do that cause it turns out that it would be not in favor of the person picking us up in stud guard to pick us up at the train. So we want to go ahead and go back to getting a slide out from unit to stud guard. Agent (Ashley Major): Okay. Gotcha. Gotcha. So for that, let me go ahead and send a note over to the agent, it's gonna be giving you a callback just because I'm not sure if we're able to just add that on whenever they are doing the schedule change or if there's any fees involved with that. So let me go ahead and send that note over to her and she can kind of take a look into that. Customer: Okay. Customer: Okay. Customer: Okay, that would be rose, right? Agent (Ashley Major): Let me see let me I'm checking with is to see who she is having give you a callback. So I'll send a note over to her and then I'll have her verify if that's something that miss handle. Customer: Okay, okay, cause if it's something that rose can handle, cause it's connected with how uni world those that are need to go to the airport or whatever, there's a shuttle bus and so it just needs to be recorded to un world that we have a flight out of, of Muni so that they can take us and we can be on that list to be taken to Muni. Agent (Ashley Major): Okay, gotcha gotcha. I will definitely pass that along. Customer: Okay. Great, great. Okay, very good. Well, I appreciate that and were you able to find my name or anything or do you want me to give you I think well, Denise has it but it's Bruce and Mable. Brown. Agent (Ashley Major): Yes ma'am, I'm getting with Denise right now. Customer: Okay, okay, thank you so much I appreciate this. Agent (Ashley Major): Mm-hmm absolutely, my pleasure, you have a good one. Customer: Okay, thank you, ma'am. Alright, bye-bye. Agent (Ashley Major): Bye.