Agent (Chey Cherry): Good morning. Thank you for calling Pavlus travel, this is chase speaking.
Customer: Hi, chase, this is Edward Goodman. I am calling because I'm trying to get something resolved. I'm on a cruise in the Artic. So the signal is really bad to make calls. I sent some emails but it looks like I got through this time. It is. The.
Customer: The locator code is 100-8325, oh, for Mike cruise in February on explorer.
Agent (Chey Cherry): Alright, that's it. Okay, let me bring that. Yes sir.
Customer: Can you hear me?
Customer: And I spoke with one of your team about two months ago, we went through a whole analysis and we decided that it was much better for me to take the American Express platinum benefits instead of the distinctive vos tour benefit they're not combinable. I made it very clear that I want the American Express attached to it. Now, eight weeks later I get this email while I'm on vacation on another cruise saying that I'm all signed up for distinctive wages and it's not combining with American Express. I am outraged that someone didn't catch that. When I specifically told your team that I wanted to have the American Express and not the distinctive voids attached.
Customer: And I know that explorer is not always easy to business with, with but someone should have caught it coming back from and no one ever should have sent me an email signed as I was up for distinctive wages. So is that something you can fix or I've already sent an email to you guys. I've emailed Aaron, I've emailed dawn, I've emailed everybody about this is just an outrageous way for me to be treated, but you're just the guy sitting here doing your job on a Sunday. So I'm not mad, you know, but I wonder if there's a way that you can check and see if that's something that's been fixed or what's going on with.
Agent (Chey Cherry): Let's see here.
Customer: It, and if you say you wanna wait till Monday or Tuesday and let someone hier up, figure it out, that's okay but I really want this taken care of because it just, it just is not a good way to do business.
Agent (Chey Cherry): Well, so I don't see that anyone's looked at it as of yet. So regarding the distinct of wage ones so because we're a part of the travel leader's network your booking is automatically attached. So, we just need to reach out to distinct the voyage and have them remove it. I'll send the request to them today to have your info removed for this booking.
Customer: Okay, but then we have to have the American Express make sure the Experian express is attached. And we also need to go, go back and find out why. When eight weeks ago, I told you guys I didn't want to Dipa and you were to make sure that only an American Express was attached, that it didn't happen and if they did it should have been caught when it came back and you guys should have done it without me having to get involved. That's what service is about.
Agent (Chey Cherry): So the so.
Agent (Chey Cherry): So the distinct of way. H. is this his own separate company. That's power through travel leaders so you're us catching it, it's just a, a notice that the about the excursion. So we can go in and remove it. I understand what you're saying.
Customer: I don't want their stupid, I don't want their damn stupid excursion. It. Not again I'm not mad at you but I'm at the situation, I don't want their stupid excursion. They tried to take me on one on another, on another explorer trip and it was a worthless piece and nothing and that's why I said, I'd rather have the American Express but it looks like, as of this minute I've got it and the American Express is not happening and that's, I want the credit from American Express and if you don't get this straightened out then, then I'll have to go up in the company and maybe you can add it to my rebate because I am not gonna give up the value of that American Express because of the stupid distinct to vos which I've told everybody I don't want.
Agent (Chey Cherry): Alright.
Agent (Chey Cherry): Uh-huh.
Agent (Chey Cherry): So it's okay. So, I see what it is. So you, there's, there's two separate ones so you can get the distinct to voice with the credit and you can get the distinct a void excursion. Cause I do see them both on your experience credit. So I will reach out to them to see if maybe these two are come. Well, you don't want it, so it doesn't matter, I'll just take it off but these two may, that particular part of it may be combinable but I'll have them remove it. I'll send them an email today.
Customer: Okay. But my question is it on the ship, will I be told I have a tour and then I don't have my American Express so on board credit, I don't want that. Obviously, you're telling me that shouldn't happen but I wanna make sure it does not happen.
Agent (Chey Cherry): Right. So I'll go ahead and reach out to distinct divorce and get that removed. And then I'll reconfirm with explorer, I'll probably have to do that with that department on Monday. But I'll reconfirm that they just have the American Express benefits on there.
Customer: Okay, cause you stay the email. I got, I know it was a standard email that you passed on to me that said, that said, if not, it noted, it's not combiner expression. This is what you have, so, you have to understand why as a guest. I was pretty con, confused and upset about that.
Agent (Chey Cherry): No, no, I understand and this is, this email it's just the generic one that's forwarded on but we'll get it taken care of. So that way you'll have your American Express benefits.
Customer: Okay. And you may want to send me an email confirming our phone conversation and copy copy Lauren and, and probably dawn and whoever else I cause I copied, I sent an email to guest relations last night and copied several people. So hopefully you can find that.
Agent (Chey Cherry): Okay. Yes sir, I can find.
Agent (Chey Cherry): Alrighty, so we'll get started on that for you.
Customer: Alright.
Customer: Okay, and your first name again. I, I'm hard of hearing so it's been.
Agent (Chey Cherry): It's a. Chay C-H-E-Y.
Customer: Okay. Thank you Jay again. Nothing, I'm not, I don't mean anything at you. You're just doing your job. I'm just upset with the way it came out.
Agent (Chey Cherry): Oh, no. You're fine. I understand.
Customer: Okay. Okay, take care. Thank you, bye-bye.