Curti Barbarick · May 27, 2025 ยท 3:22 PM
Inbound · 04:09 · Planner: Guest Relations · +15303560140
“I keep getting these emails from you guys about registering but I can't fill out the excursions because I'm not fully registered.”
Tyler should call Viking within 2 hours to identify what specific information is missing from Curtis's wife's guest information form, then proactively call Curtis back with the precise required fields rather than waiting for Curtis to contact Pavlus.
Full analysis
What happened
Curtis called regarding pre-cruise registration for a Viking biking cruise booked for May. He had already entered his information on the Viking website but was confused about which forms were mandatory versus optional, and was frustrated by repeated emails about incomplete registration. His form shows 'completed' but his wife's shows 'pending,' and he wasn't sure if skipping travel insurance information (not needed until August) was blocking registration. Tyler clarified that only the guest information form needs completion and offered to call Viking directly to verify what was missing from the wife's profile, promising a callback within two hours if issues were found.
Emotional read
Curtis was courteous and collaborative throughout, showing patience with the registration confusion. He seemed slightly frustrated by the unclear website messaging and repeated emails, but remained calm and solution-oriented. His tone was respectful and he expressed gratitude for help.
Emotional arc through the call
Curtis began slightly frustrated by confusing emails and unclear website messaging, but warmed as Tyler provided clear explanations and committed to follow-up support.
How customer sees Pavlus
- neutral · receiving repeated emails about registration that seemed unclear about what was actually required
- positive · appreciated Tyler's willingness to follow up directly with Viking to clarify what was missing
Process friction
- customer receiving repeated registration emails without clear explanation of what is missing or required
- website form interface does not clearly distinguish between mandatory and optional documents
Value perception
Curtis did not explicitly comment on Pavlus's value versus alternatives, but his willingness to work through registration issues and his initial statement that 'our travel agent said it really is not significant to do that right now' regarding insurance suggests he trusts Pavlus's guidance.
Customer behaviors
proactively working on pre-trip requirementsseeking clarification on registration requirementsdeferring travel insurance purchase to later (August) per agent guidancecollaborative problem-solving with agent
Topics & signals
| Topics | pre-trip registrationtravel insurance timingonline form completionguest information requirementsViking cruise documentation |
|---|---|
| Cruise lines | VikingTy visa |
| Buying signals | already booked biking cruise for May with Vikingactively working to complete pre-trip registration requirements |
| Objections | unsure which forms are required vs optional for pre-cruise registrationwebsite interface unclear on registration status and missing information |
Analyzed 2026-05-23 01:21:51 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (3,781 chars)
Agent (Tyler Snow): Thank you for calling Palash travels this Tyler guest relations, how can I help you? Customer: Yes, ma'am. My name is Curtis barbaric, and we've set up a biking cruise for next may with Ty visa. Anyway, I keep getting these emails from you guys about registering with biking online and I've gone on there and put all my information. I can, I don't have my travel insurance information yet because I haven't paid for it yet. It's not going to get paid till the end of August and our travel agent said it really is not significant to do that right now. So but it. Agent (Tyler Snow): Mm-hmm. Agent (Tyler Snow): No, it's not. What's your reservation number? Customer: I'll see the booking, I have a booking number. Is that what, would that work? Okay, 894. Agent (Tyler Snow): Mm-hmm. Customer: 2044. Agent (Tyler Snow): Okay, and it looks like the last one that you got from us was May 15th. Customer: I got one on May 26th just yesterday. Agent (Tyler Snow): Just yesterday. Okay let me do this, let me give Viking a call and let me just ensure with them what's missing from your form. If anything is missing. And if something is missing, I'll give you a callback just to know exactly what that is cause when you go to your website, does it give you the two green checkmark? Customer: Okay. Customer: No, when I go there, it, I mean, just gives me all these different things I could do, I, documents I could fill out or excursions but it says I can't fill out the excursions because I'm not fully registered and I'm not fully registered. I'm guessing because I haven't put in the travel insurance. I don't, I know. Agent (Tyler Snow): No, so when you go to your Viking to your to the form once you go to the documents it should have like, it's kinda like a walkthrough step-by-step of information that they need and then once you complete it should go to a green checkmark. Customer: So like, okay, so for me it says completed for my wife, it, it's still pending so I guess I'm missing something with her that I need to put on. Agent (Tyler Snow): Mm-hmm. Agent (Tyler Snow): Yeah, so something has to be missing with her. Customer: Alright, so then that's just the guest information form and do I have then, then there's information for your cruise passenger ticket contract passports visas. Do I just need to fill out that guest information form or do I need to do all of them? Agent (Tyler Snow): Uh-huh. Agent (Tyler Snow): Yeah. Agent (Tyler Snow): No, that's it, it's just that, guest information form is the reason why you keep getting that notice just telling me that put out. So typically that's just things like phone number, address, passport information, emergency contact braces, like where you guys are born? That's typically all that entails. Customer: Okay, well, I'll get her filled out and maybe then I'll quit getting this, these emails. Agent (Tyler Snow): Once you have that, so you, if since you have that green checkmark once she has that green checkmark, you'll no longer receive that form. Cause that means that both of the Markin. Customer: Yeah, there's no green check mark. It just says completed behind my name. Agent (Tyler Snow): Okay, here's what I'll do, I'll give you about maybe two hours and then I'm gonna go behind you invite to in call king and just make sure everything is complete that way we can definitely check it for you. Customer: Okay. Alright, thank you. Agent (Tyler Snow): My pleasure, my pleasure. And let me know in the meantime if you have any questions about that or a referral program you a callback. Okay. Customer: And what is your name again? Agent (Tyler Snow): My name is Tyler. Customer: Tyler, okay, thank you Tyler. Agent (Tyler Snow): It's my pleasure. Customer: Good. Agent (Tyler Snow): Bye-bye.