Index
int64 2
15.6k
| Utterance
stringlengths 44
202
| Predicted_Intent
stringclasses 18
values | Intent_Score
float64 0.3
0.38
| Sentiment
stringclasses 3
values | empathy_score
int64 0
2
| listening_score
int64 0
1
| Topic
int64 1
10
| Topic_Name
stringclasses 9
values | rsic_score
float64 1
3.16
| RSICs
stringclasses 2
values | fallback_type
stringclasses 1
value |
|---|---|---|---|---|---|---|---|---|---|---|---|
8,678 | I'm trying to purchase a flight online and it keeps telling me that I have to select an option for the insurance. I've tried both options for this and neither will work. | Other | 0.3 | NEUTRAL | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
12,673 | Is it possible to use miles to upgrade to first class for my flight tomorrow? | UpgradeRequest | 0.3 | POSITIVE | 0 | 0 | 9 | In-flight Experience | 1 | Low | no fallback |
7,609 | i am being told that pets are not allowed on my flight??? | PetTravel | 0.3 | NEGATIVE | 0 | 0 | 8 | Special Services and Assistance | 1 | Low | no fallback |
2,665 | Hi ---- - I am going from Seattle, WA to San Jose, Costa Rica on April 15, 2013 and returning April 24, 2013. My friends made reservations yesterday on cname- departing flight 1129 through Houston (f | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
11,357 | I have an e-ticket but do no know my confirmation number and my e- ticket number is too long for the ticket number box | ProvideInformation | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
14,167 | my parents coming from singapore going to to LA and the denver. what is your baggage policy or fee? | BaggageClaim | 0.3 | NEGATIVE | 0 | 0 | 4 | Baggage and Lost Items | 1 | Low | no fallback |
15,193 | do I need a mileage plan account to open a club membership? | MileageInquiry | 0.3 | POSITIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
1,732 | You have a broken system in getting my bags back to me. I want to vent to corporate. Can you give me an email address | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
2,623 | IT is not going to charge me as a Premier Gold to fly in Economy Plus is it? | CreditCardInquiry | 0.3 | NEUTRAL | 0 | 0 | 7 | Billing and Refunds | 1 | Low | no fallback |
6,671 | How many award miles do I need for a Mileageplan award ticket? | MileageInquiry | 0.3 | POSITIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
15,034 | How many award miles do I need for a Mileageplan award ticket? | MileageInquiry | 0.3 | POSITIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
5,365 | will i be charged a feee for canceling a flight booked on miles | CancelFlight | 0.3 | NEGATIVE | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
12,102 | I know a last minute flight is expensive are there any lower rates, possible stand by | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
2,319 | it is telling me the person does not match the number but it does, I am looking right at the card.... | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
15,521 | I'd like to book reward travel from IAH to NYC. I'd like to get four tickets using three accounts (mine, my daughter's, and my wife's). How might I do that? Thanks | MileageInquiry | 0.3 | NEUTRAL | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
13,515 | I checked the box for over 62 inches for baggage as we have one pair of skis. Is this correct? The charge was $100,00 so I thought I made a mistake but the computer would not allow me to change it. | CreditCardInquiry | 0.3 | NEUTRAL | 0 | 0 | 7 | Billing and Refunds | 1 | Low | no fallback |
14,523 | i bought a flight on expedia.com and got a confirmation from them but filed to receive one from cname- airlines. I want to make sure my flight is in fact booked | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
1,167 | so i can see the flights without change my reservation even ? | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
1,452 | I just made a reservation and put it on the wrong credit card. | CreditCardInquiry | 0.3 | NEGATIVE | 0 | 0 | 7 | Billing and Refunds | 1 | Low | no fallback |
7,022 | My mileage plan account does not include my travel to China last May | MileageInquiry | 0.3 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
2,967 | on my -- itinerary 10 hrs flight SFO/FRA shows no meal served, but on my travel agent's itinerary shows meals served, why? | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
11,863 | Got a faulty error message from your system as this acct was set up yesterday | Other | 0.3 | NEGATIVE | 1 | 1 | 1 | General Customer Service | 1 | Low | no fallback |
5,203 | how do i find out the cost or miles to upgrade my ticekt to first class? my confirmation is ------ | UpgradeRequest | 0.3 | POSITIVE | 0 | 0 | 9 | In-flight Experience | 1 | Low | no fallback |
9,250 | why do i have to pay for my seat if ialraedy pay for my flight | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
8,177 | may I also carry on one piece of luggage that fits overhead and a purse under the seat ahead. I'm traveling from O'Hare in Chicago into Madrid to-day. | BaggageClaim | 0.3 | NEGATIVE | 0 | 0 | 4 | Baggage and Lost Items | 1 | Low | no fallback |
6,168 | Hi, ----, I am travel to france from the us in a fe weeks. ive never been outof the country. i hear i can exchange us cash to euros at my local airport. is this correct? | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
9,320 | hi i will like to know how can i access the credit that i have in my account | GeneralInquiry | 0.3 | NEUTRAL | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
8,010 | ----, the mileage for my flight on Tuesday Nov. 20, 2012 has not reflected on my mileage plan account. How do I get this to reflect? | MileageInquiry | 0.3 | NEUTRAL | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
8,604 | I do not want an email page to fill out I want a phone number. I have a severe complaint and want to speak to someone! | Complaint | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
9,433 | I was wondering if I could choose specific seats because I have a three year old flying with me | GeneralInquiry | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
11,113 | Hi ----, I already have an account and I accidently signed up and rec'd a new account! I am trying to redeen miles for flights. | AccountAccess | 0.3 | NEUTRAL | 0 | 0 | 10 | Account and Technical Support | 1 | Low | no fallback |
14,951 | How do I find out what my PIN number is for my frequent flyer account? | ProvideInformation | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
1,944 | My name on my ticket comes up --------- but my drivers lic is ---------- is this a problem | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
11,130 | If I book a flight online, do I have 24 hours to make changes without paying an upfront fee? | BookFlight | 0.3 | NEGATIVE | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
9,931 | How I do get credit for a flight I have already flown? | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
6,707 | I'm having a hard time accessing my miles on-line. I had a one pass account and I'm trying to check my miles | MileageInquiry | 0.3 | NEUTRAL | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
6,706 | if i make a flight reservation, they say they will hold it for 3days, | BookFlight | 0.3 | POSITIVE | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
11,720 | We show Alaska Air at Terminal 6 in LAX. Is cname- there too | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
1,348 | I am looking for a special fare for family emergencies, does cname- offer these? | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
8,158 | Can we transfer our cname------ one pass miles to cname- Miles program? | MileageInquiry | 0.3 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
317 | I flew to Switzerland with cname- and Swiss Air in October 2012. Only my flight from Austin to Chicago is credited. I understood that Swiss Air was a partner with cname- and I would get my frequent | Other | 0.3 | NEUTRAL | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
7,461 | can you tell me what time -- ####, 1/13/13 departed from the Albny Airport?? | GeneralInquiry | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
4,388 | if i book an international flight and i want to change the date would i have to pay a penalty | BookFlight | 0.3 | NEGATIVE | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
11,119 | My husband and I are leaving from Phoenix to Kona Hawaii tomorrow and just noticed our seat assignments are not close to each other. Can we sit together? | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
1,209 | cleveland to santa ana, ca it states it is 50K miles...are there any flights that are 35K? desirable days are 2/7 until 3/4... | MileageInquiry | 0.3 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
8,874 | I flew ------10Jan & the miles are not in my account. How do I go about getting credit? | MileageInquiry | 0.3 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
425 | i've made a reservation. how long do i have to purchase my ticket? | BookFlight | 0.3 | NEGATIVE | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
555 | i need to have a previous flight added to my reward plan | MileageInquiry | 0.3 | POSITIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
2,993 | How can I book two travelers sitting together using mileage rewards points for one traveler and pay for the other traveler? | MileageInquiry | 0.375 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
1,955 | If i do not purchase upgraded economy seats today, may i do it later? | UpgradeRequest | 0.3 | POSITIVE | 0 | 0 | 9 | In-flight Experience | 1 | Low | no fallback |
8,243 | A phone number to call concerning changes cname- made to our flight reservations for March 12 Vegas to Ft Lauderdale. | ChangeFlight | 0.3 | NEUTRAL | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
9,633 | I received a notice stating that my award miles will expire soon - I tried to log in to see what I could redeem my miles fo (I have 17,747) - I created an account, and now I have a new account instead | MileageInquiry | 0.3 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
1,512 | do you ohave a credit card that is linked to mileageplan to earn more miles | MileageInquiry | 0.3 | POSITIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
5,771 | I am hitting continue and purchase and it keeps bringing me back saying correct something. There is nothing to correct. | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
8,804 | i want to check in in line but dont have conf/ix/or mileage plan number can yu help? | MileageInquiry | 0.3 | POSITIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
9,244 | How many award miles do I need for a Mileageplan award ticket? | MileageInquiry | 0.3 | POSITIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
12,241 | I just booked a ticket with Air Cana da biz class AC 5907 | Other | 0.3 | NEUTRAL | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
4,074 | I keep entering my mileaage plan number but it states it is wrong. | ProvideInformation | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
3,890 | can I use clobal premier upgrade certificates on an EVA air flight? | UpgradeRequest | 0.3 | POSITIVE | 0 | 0 | 9 | In-flight Experience | 1 | Low | no fallback |
9,089 | I booked the wrong date using miles and now I want to change my flight.. | BookFlight | 0.3 | NEGATIVE | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
1,514 | especific picture of marylin monroe black and white rectangle forgotten in jan 7 2013 from houston to guadalajara mex | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
14,656 | Would you email me when I can buy mileage plan points using your double bonus? Thanks, ------------ | MileageInquiry | 0.375 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
5,993 | The name on my reservation is wrong. The name should be ----- , but it added her middle initial at the end of her name and I can't seem to find a way to change it.....------ should just be ----- | Other | 0.3 | NEUTRAL | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
4,140 | I have made several requests for missing miles on a partner airline, with no success in getting my missing miles. | MileageInquiry | 0.3 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
2,597 | Hello, I was wondering how much it would cost to change my wife and I tickets to a different date? | GeneralInquiry | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
7,822 | i would like to change the date of flight, will it cost anything? | ChangeFlight | 0.3 | NEUTRAL | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
574 | May I bring a camera case and a carry on with no charge | CreditCardInquiry | 0.3 | NEGATIVE | 0 | 0 | 7 | Billing and Refunds | 1 | Low | no fallback |
13,105 | Do you have a closet to hang a wedding dress on planes? | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
10,125 | I have looked & may not be looking in the right area, but am unable to find reference to miles & luggage? | MileageInquiry | 0.3 | POSITIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
14,384 | I am not able to select seats because they show to all be filled but I am traveling with an infant. I am not going to book the ticket without guaranteed seat assignments. Do you have a suggestion | BookFlight | 0.3 | NEGATIVE | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
12,005 | i do not want to purchase trip protection, why will it not let me continue? | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
12,123 | Do I need forms to travel with a minor of a different last name? | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
10,084 | Can you get the same fare in person as on the internet? | InFlightEntertainment | 0.3 | NEGATIVE | 0 | 0 | 9 | In-flight Experience | 1 | Low | no fallback |
7,279 | I have 5 tickets I want to farelock. the summary shows farelock on 2 of the tickets (for kids) but not for the 3 adult tickets. I need to make sure all 5 tickets are on hold for me. | BookFlight | 0.3 | POSITIVE | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
12,868 | If i go with standard award and I pay to upgrade to business | UpgradeRequest | 0.3 | POSITIVE | 0 | 0 | 9 | In-flight Experience | 1 | Low | no fallback |
14,286 | made reservations but forgot to get conformation #-reservations are under my name---------------- -for 10/28/20123 for honoulu from Albany ny thru Newark ny then to Honolulu.Help! | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
3,483 | Can the value of an unused portion of a round trip ticket be applied to a future flight? | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
1,584 | I purchased a flight online and I have not received any confirmation | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
69 | I just looked into a reservation for m husband and myself who are over 65 and then checked the same info for our daughter and her spouse and the fare is the same and you advertise senior fares as less | Other | 0.3 | NEUTRAL | 1 | 1 | 1 | General Customer Service | 1 | Low | no fallback |
6,401 | I am looking for the phone number to speak to someone about a flight I have that has been cancelled | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
3,485 | how can I collect a luggage that didn't arrive with my flight? | BaggageClaim | 0.3 | NEGATIVE | 0 | 0 | 4 | Baggage and Lost Items | 1 | Low | no fallback |
13,057 | MY WIFE AND I ARE TRAVELING TOGETHER BUT ON SEGMENTS OF OUR FLIGHT WE ARE ASSIGNED DIFFERENT ROWS. CAN WE HAVE SEATS NEXT TO EACH OTHER | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
5,636 | Your flight initially quotes $358 ($313 + $45 tax and fees). However, after I select this rate the travelocity site changes the rate to $397 WTF is that!!!!!!!!! | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
4,537 | Res # #######. How could you change all my flights without even contacting me | ChangeFlight | 0.3 | NEUTRAL | 0 | 0 | 2 | Reservations and Ticketing | 1 | Low | no fallback |
3,888 | i am trying to pay with a canceled ticket no ################ | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
5,138 | My boarding pass says ------/------------ It usually just says ------/--------. Will this be a problem? | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
5,688 | How many award miles do I need for a Mileageplan award ticket? | MileageInquiry | 0.3 | POSITIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
5,689 | I need help with a charge on my credit card from Untited Airlines | RequestAssistance | 0.3 | NEUTRAL | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
2,456 | I am trying to book a hotel online with miles & money, however, when I get to the Review page it does not give me the option to use Miles and pay the balance. Any ideas why? | MileageInquiry | 0.3 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
1,596 | How do I use award miles from different mileage plan accounts to book the same flight | MileageInquiry | 0.3 | NEUTRAL | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
3,699 | THE EMAIL TO WHICH BOARDING PASS SENT IS WRONG. THERE IS SPELLING MISTAKE | Other | 0.3 | NEGATIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
5,095 | I am trying to pick a seat on the economy plus but it doesn't let me | Other | 0.3 | NEUTRAL | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
14,097 | Since I am traveling by myself will a flight attendant be able to attach the car seat? | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
5,014 | I was told I could purchase seats with more leg room. I'm in economy now. Is that possible? | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
14,525 | I wanted to book arriving in Hyannis and its keeps telling me Boston | Other | 0.3 | POSITIVE | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
12,131 | Pls let me inform the Available flight from Dhaka to Jessore on 22nd jan 13.-Moazzem, Dhaka | Other | 0.3 | NEUTRAL | 1 | 1 | 1 | General Customer Service | 1 | Low | no fallback |
246 | can we get economy plus for our flights to rome and back | Other | 0.3 | NEUTRAL | 0 | 0 | 1 | General Customer Service | 1 | Low | no fallback |
3,018 | some songs did not download...would not let me reload...tried to repurchase and would not! GET YOUR SHIT TOGETHER AND REFUND MILES OR LET ME RELOAD SONGS!!! | MileageInquiry | 0.3 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |
7,926 | Hi ----. How come I don't see any balance on my account? | AccountAccess | 0.3 | NEGATIVE | 0 | 0 | 10 | Account and Technical Support | 1 | Low | no fallback |
9,702 | Can you look up my frequent flyer miles# for me? I tried to find it via email address but could not access it inline. thanks | MileageInquiry | 0.3 | NEGATIVE | 0 | 0 | 6 | Loyalty and Rewards Program | 1 | Low | no fallback |