Tori Rice · Jul 26, 2026 · 6:23 PM
Inbound · 05:50 · Planner: Chey Cherry · +15128094243
“I remember with the package that we have it allows us to get a taxi from the resort there and back.”
Send updated confirmation email by end of business tomorrow with complete flight details (United 420, Delta 1755) and airport transfer contact information and meeting instructions for Punta Cana arrival on August 7th.
Full analysis
What happened
Tori Rice called with a question about a Dominican Republic resort package booked through Pavlus for August 7–10. She wanted to confirm whether the included airport transfer (cab from resort) was set up by Pavlus or if she needed to contact the resort directly. The agent pulled the booking (confirmation H6C773FW, Fun Jet Vacations) and discovered that flight information was missing—Tori had booked flights separately through Expedia. The agent collected her United 420 outbound flight (Houston to Punta Cana, departing 10:05 AM, arriving 3:30 PM on Aug 7) and Delta 1755 return flight (departing 1:10 PM). The agent committed to adding the flight details to the booking tomorrow and sending an updated confirmation with transfer details. The call ended with the customer satisfied and no further action items on her side.
Emotional read
The customer was calm and organized throughout, methodically retrieving confirmation and flight details from their booking. They expressed appreciation for the agent's help and seemed satisfied with the resolution. No frustration or anxiety surfaced; the tone was transactional but friendly.
Emotional arc through the call
Customer started with a clear question and remained consistent in tone throughout; no emotional shift observed.
How customer sees Pavlus
- positive · Customer referred to booking 'with you guys' and accepted the agent's help retrieving and updating the booking information without hesitation or distrust.
Process friction
- Flight information was missing from the booking because customer purchased flights separately through Expedia, requiring manual data entry by agent to complete the transfer arrangement
Customer behaviors
calling to clarify package inclusions on existing bookinggathering and reading flight details from a separate Expedia confirmationseeking clarity on next steps and transfer contact information
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | airport transfer logisticsresort package inclusionsflight information collectionbooking confirmation |
|---|---|
| Destinations | Dominican Republic |
| Cruise lines | Fun Jet Vacations |
Analyzed 2026-07-26 18:30:38 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (3,195 chars)
Agent (Chey Cherry): Good afternoon. Thank you for calling Pavlus travel, this is Jay speaking. Customer: Hi we booked a, a resort in Dominican in two weeks with you guys and I remember with the package that we have it allows us to get a, a tax here, a cab from the resort of there and back. And I was wondering if that was set up through you guys or if I have to like call the resort to set that up. Agent (Chey Cherry): What's the booking or confirmation number? We can take a look. Customer: Let me look real quick. Customer: Okay, the confirmation is H, as in Henry, six, C, as in cat, 773, F as in Florida, W as in Washington. Agent (Chey Cherry): Okay, so that's coming up for fun jet vacations August 7th through the tenth. Let's take a look. Customer: Mm-hmm. Agent (Chey Cherry): Okay. So let me see. Did we do your flight date here? Customer: You didn't do, I think we got our flights separate. Agent (Chey Cherry): Okay. So as you stated, they are included, so we need your flight info to provide them, so they can get that added. Customer: Okay, so. Customer: Did through Expedia? Let me see. Customer: So, what all information do you need? Agent (Chey Cherry): So we need your flight instead of put the, what is it put to kinda airport? And out of the? Put cana airport. So arrival and departure. Customer: Okay, so looks like we are and we're using united and. Customer: It says. Customer: Arriving at 3:30. Customer: United for twenty. Customer: Do you need the confirmation number? Agent (Chey Cherry): Oh. Agent (Chey Cherry): What's the flight number of the arrival flight? Customer: It says united for Tony. Let me, I look at through P, I Alo to united. Agent (Chey Cherry): You said you said it's united 420. Customer: Yeah, that's what it was saying. Agent (Chey Cherry): Okay. On August 7th. Customer: Yes. Agent (Chey Cherry): Let's see. Agent (Chey Cherry): So that's going out of Houston to print the console on August 7th. Is it leaving at 10:05 AM and getting in at around 3:30? Customer: Yes. Agent (Chey Cherry): Okay. Alrighty, and then what is that return flight. Customer: Okay. We depart at 1:10 and it's a delta 1755. Agent (Chey Cherry): So I will, I think yeah, they're not open right now I'll get this added tomorrow and send over the updated confirmation once we get that from them. But I'll, we'll get this flight info applied to your booking. Customer: Okay. Customer: Okay, great. And then will somebody from there, re, reach out, or will they tell me like who to look for like the person, like information for the person if we can't find. Agent (Chey Cherry): So, it's usually a shared transfer, but we'll get the confirmation from them. As far as like what you should refer to when you get off the plane we'll get that from them tomorrow when we confirm the transfer. Customer: Uh-huh. Customer: Okay. Customer: Okay. Okay, great. I appreciate it. Agent (Chey Cherry): Alright, it was my pleasure. Any other questions before I let you go? Customer: No, I believe that's everything. Agent (Chey Cherry): Okay, perfect. Alright, well, thank you so much and I'll be on lookout for that confirmation tomorrow. Customer: Okay, will do, thanks. Customer: Oh.