Richard Kaban · Dec 27, 2024 · 8:22 PM
Inbound · 04:36 · Planner: Guest Relations · +19177713461
“I don't know whether I should change it through Susan or you guys or directly—I'm not sure which way is easiest.”
Donna should confirm the booking discrepancy, correct the air/land-only configuration to include airfare (saving Richard the claimed $200), and proactively explain why it's better to process changes through Pavlus rather than directly with the tour operator to build future confidence in the agency.
Full analysis
What happened
Richard called to reach Susan, his assigned travel planner at Pavlus, to resolve a booking issue. He had booked a tour with Pavlus and was asked to provide passport information for flight bookings, but discovered his reservation shows 'land only' rather than including airfare—despite the air-inclusive option being $200 cheaper according to the catalog. Richard is confused about whether to request the change through Pavlus or contact the tour operator directly. Jessica determined Susan was on vacation, offered to transfer him to another planner, confirmed his booking number (575633), and transferred him to Donna to handle the modification.
Emotional read
Richard is mildly frustrated and uncertain, expressing confusion with 'Oh, boy' when told Susan is unavailable. His tone is matter-of-fact and transactional; he's trying to solve a problem logically but is unsure of the best path forward. He shows mild relief when offered to be transferred to another agent who can help.
Emotional arc through the call
Richard started mildly frustrated and uncertain ('Oh, boy'), then settled into a methodical, transactional tone as the agent explained the situation and offered a solution.
How customer sees Pavlus
- neutral · Richard accepted the process of being transferred to another agent without complaint, suggesting trust in Pavlus's ability to handle the issue, though he did question whether going direct with the operator might be easier
Process friction
- customer had to call in to resolve a pricing/booking-type mismatch rather than catching it during initial booking
- assigned planner (Susan) unavailable, requiring transfer to another agent
- unclear to customer whether changes should be made through Pavlus or directly with tour operator
Value perception
Richard questioned whether it was easier or better to go directly to the tour operator rather than work through Pavlus for the modification, suggesting he has not yet internalized Pavlus's value-add in vendor coordination.
Customer behaviors
seeking to correct a booking configurationcomparing pricing options between land-only and air-inclusiveconsidering alternative channels (direct operator contact) if Pavlus process is too slowdeferring decision pending agent guidance on the best path
Topics & signals
| Topics | booking modificationair vs. land-only pricingpassport information submissiontour operator coordination |
|---|---|
| Cruise lines | VikingOSE (or similar tour operator) |
| Buying signals | actively managing existing booking with Pavluswilling to add airfare if pricing is correctedengaged enough to call and seek clarification |
| Objections | confused about whether to modify booking through Pavlus or directly with tour operatorpricing discrepancy between land-only and air-inclusive options doesn't make economic sense |
Analyzed 2026-05-28 02:37:20 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,590 chars)
Agent (Jessica Folkner): Thank you for calling guest relation travel, this is Jessica. How can I help you? Customer: Yeah, hi, my name is Richard can and I would like to speak with Susan and vendor if she's in today? Agent (Jessica Folkner): Alright, let me see if I can get her on the line, one moment, Richard. Customer: Okay. Customer: Okay, thank you. Agent (Jessica Folkner): Richard, it looks like Susan is on vacation until the second. Did you want to speak with another travel planner with some questions or is there something I can help you with? Customer: Oh, boy. Okay. Customer: Alright, so we booked with the, Susan through, Susan we booked on an tour and one of the things they asked for they sent it to her to, and was that they wanted our passport information because they need to have I guess that information from when they're booking flights and stuff like that but I noticed when I went online and looked at it, they have me down as. Agent (Jessica Folkner): Mm-hmm. Customer: Land only not air not including airfare re, and it doesn't make sense because the. Customer: If you look at their catalog, their price including land N-A is, is about $200 less than if I don't include air. So, I wanted to make a change and I don't know whether I should change it through Susan and through you guys. And then you guys do it to, I should just Oly directly and do it. I'm not sure which way to do it. I, you know, the easiest way. Agent (Jessica Folkner): Mm-hmm sometimes the vendors like ose or Viking region, whoever, because you booked through us, sometimes they make us do it for you. So if you don't mind, let me get another travel planner cause they'll be able to do exactly what Susan can do in regards to that. So let me put you on a brief hold and this is Oday. If you have your booking in front of you, is it 575633. Customer: Yeah. Customer: Yeah, okay. Customer: Yeah, okay. Customer: Okay, okay. Customer: That's the reservation, yeah. Agent (Jessica Folkner): Alright, perfect. Let me put you on hold and I'll get another agent for your assistance, okay? Customer: Okay, thanks, yeah. Agent (Jessica Folkner): My pleasure, one moment. Agent (Jessica Folkner): Alright, Richard, I'm gonna send you over to Donna. Customer: Okay. Agent (Jessica Folkner): If you're not already aware, make sure you ask her about a referral program. Okay. Customer: Referral program okay I'm aware of it yeah if I refer somebody yeah, yeah I know thanks. Agent (Jessica Folkner): Okay, perfect. Alright. Agent (Jessica Folkner): Alright. Let me send you over to Donna. Customer: Okay.