Edward Goodman · Dec 21, 2024 ยท 5:53 PM
Inbound · 08:39 · Planner: Tyler Snow · +13015185426
“I specifically have the email I sent to Lauren, telling her the proper day and proper year.”
Diane should immediately pull reservation 924637, confirm the correct travel dates from Edward's original email to Lauren, and either correct the existing reservation or create a new one with accurate information and send Edward written confirmation before end of business Monday. Ensure payment terms are clarified given Scenic's payment restrictions.
Full analysis
What happened
Edward called to address a booking error on a Scenic cruise reservation. He had emailed planner Lauren Resnick with specific travel dates, but Lauren subsequently sent the booking to Phoenix (another agent), who created a reservation (924637) with the wrong date and wrong year. Edward clarified he had not provided payment and was unsure of the current reservation status. Tyler Snow gathered basic information (name, booking number) and transferred him to agent Diane to resolve the discrepancy. The call ended with the transfer in progress.
Emotional read
Edward was frustrated but professional throughout the call. He remained calm despite communication difficulties (Bluetooth/audio issues and his hearing challenges), and focused on problem-solving. His frustration was directed at the booking error, not the agent, and he accepted the transfer gracefully.
Emotional arc through the call
Started frustrated with the booking error and internal communication breakdown, but calmed and became collaborative once Tyler acknowledged the problem and offered a specialist transfer.
How customer sees Pavlus
- negative · Lauren was unable to get around the booking system constraints for the cruise he wanted
- negative · Phoenix entered wrong date and wrong year on the booking despite Edward's explicit email to Lauren with correct details
Process friction
- booking error with wrong date and year entered by agent Phoenix
- communication failure between Lauren and Phoenix resulting in duplicate/incorrect reservation
- no confirmation of payment status or final reservation details sent to customer
- customer had to call in to correct an error that should have been handled by planner
Customer behaviors
requesting booking correction and clarificationproviding specific documentation (email trails with Lauren)troubleshooting technical issues (Bluetooth audio) mid-callaccepting transfer to specialist without resistanceverifying booking reference number from Scenic email
Topics & signals
| Topics | booking correctioncruise reservation errorcabin availabilitydate/year mistakeScenic cruisecommunication breakdown with planner |
|---|---|
| Cruise lines | Scenic |
| Objections | planner Lauren entered wrong date and wrong year on bookingconflicting information received from different agents (Lauren vs Phoenix)concerned about reservation status without payment confirmation |
Analyzed 2026-05-28 08:13:00 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (3,092 chars)
Agent (Tyler Snow): Thank you for calling Pavel travel home the best referral programs is Tyler at guest relations. Customer: Yes, I wonder if someone can help me or if I need to talk to lever managers on-duty right now I work with Lauren recent burger. She emailed me last night saying that she was unable to get around the booking seen it cruise for me that I wanted and I emailed back there only a few cabins. She said she would have someone take care of it over the weekend and grab the cabin for me. I got an email from Phoenix saying that she had with the wrong date and the wrong year and I specifically have the email I sent to Lauren, telling her the proper day and proper year. Customer: So, I want this straightened out. I don't think she put any money down cause she doesn't have my credit card because Seeni doesn't take mic. I would have to give her a bes I think it's just it, reservation. Is there anyone that can help me with this? Agent (Tyler Snow): Yeah, of course. Do you happen to have one of the reservation numbers that see, extend you? Customer: Yeah, I got an email for Phoenix tablet. Hasn't sent me anything yet I assume was Ren was planning to send me you know the tablet stuff when she got in on Monday. But so let me, let me look at the scenic email I got from them. Welcome you me. Yeah, the booking number is, 924637. Agent (Tyler Snow): Okay, let. Agent (Tyler Snow): 924637. Customer: Yeah, and it's for, it's for the wrong year, the wrong day. But I'm sure it's just a whole because I, as I say she couldn't put any money now. Agent (Tyler Snow): Okay. And I don't think she put it into. We'll see here. Okay. Can I have your last name, please, sir. Customer: I'm sorry. I'm sorry. I'm going to go off the Bluetooth, cause you, you're probably got my Bluetooth business. Ess let me straighten this out and I'll give you be able to hear me much better. Hang on. Customer: Is this a little better? Agent (Tyler Snow): Yes, much better. Customer: Okay, cool. Yeah, my name is Edward Goodman like a good man. Agent (Tyler Snow): Okay, let me see word. Agent (Tyler Snow): Hey, let me see you here. Customer: I can, I can't hear you. Can you put the microphone close? I'm a little hard of hearing so hearings, always a fun thing. Yeah, sound like you're in a bit of an echo chamber, but, okay. Agent (Tyler Snow): Oh, yes I'm sorry. Can you hear me? Agent (Tyler Snow): Okay, give me one second. Agent (Tyler Snow): Okay, give me one second at work. Let me grab an agent that can help you, okay? Customer: Okay, you're gonna send me to an agent that's great, thank you. Agent (Tyler Snow): You're welcome, one moment. Agent (Tyler Snow): Alrighty war, just give me one moment I'm gonna transfer you over to Diane and she'll be able to help you, okay, she just wrapping something up real quick. Customer: That's great. Thank you very much. Agent (Tyler Snow): You're so welcome. You have a merry Christmas. Cause I won't talk to you. So, she tell me she's ready. I'll just transfer you over. Customer: Okay, thank you so much. Agent (Tyler Snow): You're welcome.