Jo Blair · Jun 13, 2025 · 2:30 PM
Inbound · 07:38 · Planner: Anastasia Thomas · +17273009537
“I text her a few days ago and ask her to straighten out and she hasn't. So today's the thirteenth it's due on the thirteenth.”
Anastasia should contact Sharon immediately to reverse the premium economy airfare and revert to the original $1,099 air option, then call Jo back with the verified final balance and confirmed $22,051 amount (or corrected amount) before any charge is processed. Additionally, follow up separately with Viking to confirm what the $400 onboard credit can be used for (ship stores, excursions, spa, etc.) and provide that information in a callback or email.
Full analysis
What happened
Jo Blair called to make a final cruise payment due that day but discovered her travel agent Sharon had unilaterally changed their airfare to premium economy without completing the request. Jo wanted to revert to her original booking (economy air at $1,099 after a $300 discount). The customer was frustrated that Sharon had not responded to a text inquiry sent days prior. Anastasia identified the booking, confirmed the airfare error, and committed to contacting Sharon immediately to reverse the change and provide Jo with a verified final balance before charging her card. Jo also asked about onboard credit redemption options (approximately $400), which Anastasia partially answered but committed to researching further with Viking specialists and calling back.
Emotional read
Jo started frustrated and time-pressed due to Sharon's unresponsiveness and the same-day payment deadline. She was cautious about authorizing payment without clarity on the final balance. Her tone shifted toward warmer appreciation once Anastasia acknowledged the need to verify changes before charging and committed to follow-up calls—she explicitly thanked the agent twice.
Emotional arc through the call
Started cautious and frustrated due to unresponsive travel agent and same-day payment pressure, then warmed noticeably once Anastasia committed to immediate action and transparent communication about balance verification.
How customer sees Pavlus
- negative · frustrated that Sharon has not been available and hasn't responded to texts about airfare changes for several days
- positive · appreciated Anastasia's willingness to call Sharon immediately and get a callback with verified balance before charging
- positive · praised Anastasia for being transparent about knowledge gaps and committing to research onboard credit options with Viking experts
Process friction
- travel agent Sharon changed customer's airfare without completing the customer's inquiry and has been unavailable for days
- final payment deadline arrived without reservation correction being resolved
- customer not informed of automatic charge pending and had to contact agent to prevent incorrect charge
Value perception
Jo did not explicitly state a view of Pavlus's value proposition. However, she is willing to pay by check to save 3.3% and is engaged enough to ask detailed questions about onboard benefits, suggesting some acceptance of the agency's service model.
Customer behaviors
attempting to reach unresponsive travel agent before payment deadlinerequesting payment method change to save feesverifying booking details before authorizing large final paymentasking clarifying questions about onboard benefits and redemption rulesexpressing time pressure but remaining cooperative
Topics & signals
| Topics | final payment processingairfare downgradepayment method (check vs credit card)onboard credit usagereservation correction |
|---|---|
| Cruise lines | Viking |
| Buying signals | ready to pay final balance by check to save 3.3 percent feeconfirmed desire to proceed with original cruise bookingasking detailed questions about onboard credit redemption options |
| Objections | unwilling to pay $22,051 until airfare correction is confirmedfrustrated that Sharon hasn't responded to text requests for daysconcerned about being charged automatically without balance verificationuncertain what onboard credit can be spent on |
Analyzed 2026-05-28 18:10:26 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (6,727 chars)
Agent (Anastasia Thomas): Les travel, this is anna station guest relations. How can I help you today? Customer: Hi, anesthesia. Yes, this is Rena, ray and I, Mike and cruise final payment is due today but I, Sharon is my travel person but she's has not been available, and she had changed our airfare to premium economy and we were just inquiring about it but I talked to our friends and we do not want it. So I'm not sure what my total is but I also wanted to pay by check so I can save the 3.3 percent. Agent (Anastasia Thomas): Okay, I can help you with that. What is your booking number please? Customer: It is, 878-1603. Agent (Anastasia Thomas): Alright, thank you. Agent (Anastasia Thomas): And I've got that coming up now. Customer: I know. I text her a few days ago and ask her to straighten out and she hasn't. So, I thought well, today's the thirteenth it's due on the thirteenth I've got a call. Agent (Anastasia Thomas): Okay, got it. Oh, I was just saying that I had it coming up like loading in our system now. So, let me just see. Agent (Anastasia Thomas): I'm getting it to the fully open up here. Agent (Anastasia Thomas): Okay. So I believe I heard you say that you did not want premium economy air, is that right? Customer: Correct. Agent (Anastasia Thomas): Okay. Did you want air with Viking at all or did you want? Customer: Yes. So, if I want my original, my original thing that I made, I was just calling inquiring about it, and then she switched it. Agent (Anastasia Thomas): Okay. Customer: So, I just wanted to go back to my original everything I originally had. Customer: Yeah, I had air on here, so we had air that was 1299 and we got an air discount of $300, so it was $1,099. Agent (Anastasia Thomas): Okay. Customer: Something like that. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Got it, okay. So for final payment that I can absolutely help with to switch things back to the way they were. I'll need to have Sharon do that. So let me do this, I see she's here. I can try her line now and see if she's able to talk with you. And help get this changed now it'll be just. Customer: Well, this is, I've, okay, I've got, this is the email I got that so, I can call this number, and it said out as of today, it'll be automatically charged or $22,051 but so, if I do an E. checke, we get 3.3 percent discounted off that. Agent (Anastasia Thomas): Yes, that is correct. So yeah, we can absolutely do the E. E., it's just we don't want you to pay for it before we fix it. So I just. Customer: Is that true? Customer: I didn't want to either. That's why I text her and said, you know, when you get on this and she says, you know, when she can get to it. Agent (Anastasia Thomas): Okay, so she texted back. Customer: She said she that's exactly for she would do it when she could get to it. And that wasn't today that's been a few days ago and so today's the thirteenth I don't have a lot of time to spend on this. I'm kind of busy day but I wanted to get this paid to work. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Oh, okay. Agent (Anastasia Thomas): Yeah, okay. Yeah, I understand. Okay. So we'll do two things then I'll go ahead and add the banking information that you'd like to use once we get it corrected for you and then I will go ahead and let you get to your day. I'll talk to. Customer: Well, I would like to know what my balance is and be satisfied with what the balance is. Before I do that, we're talking twenty some $1,000. Agent (Anastasia Thomas): Yeah, we're not going to. Yeah, I can understand that. So, I apologize that I wasn't clear we will make sure that we let you know what we're going to charge before we charge it. So, the reason that. Customer: Well you can. Customer: Yeah, so why don't you talk to her and have someone call me back when you have a balance? Agent (Anastasia Thomas): Okay. Yeah, we can do that. Alright, I'm going to talk to her right now and in the meantime any other questions for me or anything else I can help with? Customer: No, that's the main thing is just to put it back to where it was and you don't want to do our final payment. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Alright, understood. Alright, I'll give her a call now. Customer: Okay. Just to my sister, has a question for you. Heran. Agent (Anastasia Thomas): Okay. Customer: We have this onboard credit. What do we, what can we do with that onboard credit, because we have a suite, we already have the drink package, we already get a discount. So, what do we get for our money? What do we do with that money? Agent (Anastasia Thomas): Oh, okay. Yeah, it's for anything on board. So let me see here with Viking the other options that are available. Let's take a look. Agent (Anastasia Thomas): Any short excursions that are not included that would cost extra, you could apply it towards that. That would certainly be one of your options. Customer: For uh-huh. Customer: So, short versions. Do you have a store on board that we could use the money to buy a gift or anything on board? Agent (Anastasia Thomas): I'm not certain king, yeah, I'm not saying that they have gift shops on board but let me just see let's see here. Give me one moment. Customer: Sues. Customer: It's like 400. Agent (Anastasia Thomas): There certainly our spa options available, so you could apply it towards that. I'm looking at the other items. Customer: You're right but you want to know what the options are. Okay, do you don't wanna write me it on? Okay, so but you have there is a store you can use that money for. Agent (Anastasia Thomas): Well, I see a saw and then. Customer: So I'm sending you don't have you can't buy a t-shirt on this place, so you don't, they don't have like a, you don't have a ship stores, what you're saying? Agent (Anastasia Thomas): Well, I'm not it. So I'll be fully transparent. I don't know that's the short answer but I can find out and I'll be happy to do. So, so why don't we do this? Let me go ahead and get in touch with Mike. I not exactly what the onboard credit can be used for rather than just what I know for sure, what I can find on their site. I'll just give him a call talk to one of the experts. Customer: Okay. Customer: Well, that's very kind of you, I really appreciate that. Thank you very, very much. Agent (Anastasia Thomas): Yeah, yeah, it's my pleasure. So, and so I'll first start off the doc is Sharon so that we can correct the reservation and then I'll talk to Viking. I'll get you some more information and we'll go from there. Customer: Alright, thank you so much. Agent (Anastasia Thomas): It is absolutely, my pleasure. Thank you for calling and enjoy your day. Customer: Okay, thank you. Bye-bye.