Edward Goodman · May 10, 2025 · 9:01 PM
Inbound · 07:34 · Planner: Anastasia Thomas · +13015185426
“You don't know me so we can talk. I lost a lot of money and they were helping me make it back and that's what that is.”
Call Regent immediately to pull the original cruise pricing and bonus savings details for cruise ID 260114, compare against the current Pavlus-generated invoice, and send Edward a corrected invoice showing the $5,775 per person credit restored before end of business today. If Regent cannot confirm the bonus by EOD, brief Lauren before her return Monday so she can resolve with the customer Monday morning.
Full analysis
What happened
Edward called inquiring about a missing $5,775-per-person bonus savings credit on his Regent cruise (ID 260114) booked for January. His original invoice showed this casino bonus, but a newly generated Pavlus invoice omitted it, making him appear to owe nearly $10,000–$11,000 more than expected ($15,474 vs. $9,699 per person). He had previously asked for a copy of the Pavlus invoice but never received it. Anastasia acknowledged the discrepancy, confirmed she didn't have a current Regent statement on file, and committed to calling Regent directly to investigate. Edward agreed to email a screenshot of his invoice numbers to guest relations, and Anastasia promised to follow up today if possible or hand off to his planner Lauren on Monday. The issue remained unresolved but was escalated with clear next steps.
Emotional read
Edward started frustrated and anxious about a significant pricing discrepancy on his January cruise, expressing stress about potentially owing thousands extra. He warmed slightly when Anastasia took ownership and committed to investigating immediately, becoming more collaborative as the call progressed. By the end, he was appreciative of the weekend support, though underlying frustration about the 'crummy' situation remained evident.
Emotional arc through the call
Edward began visibly frustrated and stressed about the $10,000+ discrepancy, then gradually became more cooperative and appreciative as Anastasia took ownership and committed to same-day investigation, ending on a warmer note despite underlying irritation.
How customer sees Pavlus
- negative · frustrated that he never received the Pavlus invoice copy he requested earlier
- negative · annoyed that the newly generated Pavlus invoice shows a $10,000–$11,000 discrepancy from his original quoted price without explanation
- positive · appreciated Anastasia's willingness to call Regent on a Friday and investigate over the weekend to reduce his stress
- positive · thanked Anastasia for coverage on the weekend and expressed gratitude for her responsiveness
Process friction
- customer requested copy of Pavlus invoice earlier and never received it
- current invoice generated by Pavlus omits previously applied $5,775 per person bonus savings without explanation or notice to customer
- no current Regent statement available in Pavlus system to reconcile the discrepancy
Value perception
Edward did not explicitly comment on Pavlus's value versus other options, but his frustration centered on lack of communication and clarity around the bonus savings disappearing from his invoice, suggesting he expected Pavlus to proactively explain or prevent such discrepancies.
Customer behaviors
seeking clarification on a major pricing discrepancyventing frustration about missing bonus creditdeferring to his planner Lauren for final resolutioncooperating by offering to send documentation (screenshot)requesting expedited followup before the weekend ends
Topics & signals
| Topics | missing bonus savings creditinvoice discrepancypricing verificationRegent cruise statement |
|---|---|
| Cruise lines | Regent |
| Objections | $5,775 per person bonus savings disappeared from invoicecharged $10,000-$11,000 more than original quoted pricecurrent invoice shows $15,474 per person instead of $9,699frustrated by lack of transparency about where credit went |
Analyzed 2026-05-24 03:45:14 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (5,872 chars)
Agent (Anastasia Thomas): Afternoon, thank you for calling travel, this is Anastasia and guest relations, how can I help you today? Customer: Yeah, I wonder if you could help me. I may have to talk to my travel plan or Lauren when she's back on Monday. But I asked for the Pabst. Copy of my cruise on region for next January and the cruise ID is 260114. Agent (Anastasia Thomas): Okay, that's 260114. Customer: Right, and, and so. Agent (Anastasia Thomas): Okay. Customer: Yeah, and I have the original invoice which had a $5,775 per person off on the cruise it was a bonus savings from the casino and then when you guys printed out what it happened was I never got the Taves. Invoice. So when you guys, so I asked Mike you to send me a copy of the Ablis. You know with the red pales travel the upper left corner form. Customer: It shows that I owe $10,000 more approves than what my original guest statement. It was last corrected a year, a year ago. Customer: So I don't know what happened to the 5775 bonus savings that was it didn't translate to the polishing or someone took it away. Is there any way you can look at that or is that really something I need to address with Lauren on? Agent (Anastasia Thomas): It is something I need to address with Lauren, but I'll be happy to send her a message letting her know that you do need to discuss this further with her and is the best. Customer: Okay. The fifth fifth 5775 per person was on it with is missing and and again I don't have the region invoice. If you can you generate an updated region invoice or look at it. Agent (Anastasia Thomas): Let's take a look here. Agent (Anastasia Thomas): And that was supposed to be $5,775 per person. Okay. Customer: Per person, yeah, yeah, I don't mind sharing that I lost a lot of money in you know and they were been making you back and that's what that is. Agent (Anastasia Thomas): Oh, oh, understood, understood. Customer: You don't know me so we can talk. Agent (Anastasia Thomas): I think I like that. Alright, let's see here. Agent (Anastasia Thomas): So I'm just checking to see if we do have a current statement from regent because of we don't, we can get one and then if, and then Lauren would be the one to make a change. So no, I don't see a current statement so, correct. Customer: For me but, but you, but you generated out of your computer show, I know I owe, I owe eleven almost 12000 more for the cruise than what? Customer: And what here? Agent (Anastasia Thomas): Okay. Yeah let me go ahead and look into it for you. If I can get it figured out on my end between myself and region we'll take care of it but I have a feeling that Lauren will need to step in. Customer: Okay, can you, can you talk to reason? Agent (Anastasia Thomas): Yes, I'm actually going to call region after we finished talking, see what? Customer: You me to send you a screenshot of what I have what it showed. What my invoices. Agent (Anastasia Thomas): Oh, yeah. That would be fine if you wanted to send it to guest relations @travel.com. Agent (Anastasia Thomas): And then I can GrabIt out of that. Customer: Now, I'm not promise, I'm not promising you awards his picture. How are your eye? Agent (Anastasia Thomas): That's alright. Agent (Anastasia Thomas): That's quite. Alright. Yeah. I'll be glad to go ahead and use that screenshot for reference as well. Customer: Okay, I'm not even the whole invoices. It just the numbers, this is just the money numbers with our names, a about them. Agent (Anastasia Thomas): Okay, that'll be fine. Customer: Them, is that okay? And what's your name? Agent (Anastasia Thomas): My name is Anastasia. Customer: Anastasia. Yeah, and if you can get back to me today you can call me or, I mean, no, I'd love you for it. It's just I hate the stress of worrying about this over the weekend. If I go, I over $10,000. Agent (Anastasia Thomas): Yeah, I get that so I'm going to try to get answers today but if I need Lauren, it'll be when she gets back in but let me see what I can find out from region. Customer: Alright, that would be, that would be and you know, if they were gonna take, take it away for some reason, they should at least let me know. I mean that's pretty crummy. Agent (Anastasia Thomas): Yeah, I get that so let, I'll compare, I'll talk with the region we'll get it figured out but basically we should be looking at a $5,775 credit per person. Is that what I'm understanding? Customer: So, my bottom line should be $9,699 for each person instead of $15,474 per person which is what your, when you generate the invoice today. So and this is really a crappy screenshot. So I hope your eyes are good or you but. Agent (Anastasia Thomas): That's okay, I'll use the technology to make it a larger size for me if needed. Okay, so. Customer: Okay, here is. I'm just gonna mark a screenshot cause you're getting it directly. No one else will get it right. Agent (Anastasia Thomas): It'll go into the general inbox but I'm actually sitting watching the general inbox as we speak. Agent (Anastasia Thomas): So, I'll be able to, yeah, you can put it attention Anastasia. That would be fine. Customer: So I don't need to put your name. Okay. Agent (Anastasia Thomas): But I'll be able to see the second the new email comes in. Customer: Alright, I'm sending it hopefully you should have it about. Agent (Anastasia Thomas): Okay. Customer: About yeah, this is. I really appreciate the coverage on the weekend. I know. Yeah, Lauren's probably flying back from book pu, right now, probably. Customer: And you figure it out. Okay, cool. Thank you very much. I'll look forward to hearing back. If you get a chance, you get a chance or whatever. Agent (Anastasia Thomas): Well, oh, absolutely. Agent (Anastasia Thomas): Okay. Yes, I will call just as soon as I know more. Customer: Thank you so much bye. Agent (Anastasia Thomas): My pleasure. Bye.