Edward Goodman · May 2, 2026 ยท 3:02 PM
Inbound · 09:50 · Planner: Julianne Cricchio · +13015185426
“I don't wanna lose it. I need to have one of the agents recheck it and make sure that cabin is on hold.”
Nick should immediately verify cabin 13028 on Queen Mary 2 (September 26, 2025, 15-night NYC-Canada) in Pavlus's system, confirm whether Lauren's hold was properly recorded, and either reactivate the hold or proceed with rebooking to secure the cabin before weekend ends. Follow up with Edward by phone with confirmation of the hold status and next steps by end of business today.
Full analysis
What happened
Edward Goodman, a long-time Pavlus customer with six or seven cruises already booked, called to verify that a cabin hold placed by agent Lauren Reson on Friday evening was properly secured. Lauren had put cabin 13028 on the Queen Mary 2 (September 26th, 15-night Canada round trip from NYC) on hold, but Edward discovered the cabin is now showing as available for booking on the Cunard website, raising concerns that Lauren did not complete the hold process. Edward needs weekend agent support to confirm the hold is in place and secure the booking before he loses access to what he describes as the last desirable cabin in the category. Julianne gathered details, confirmed Edward's long customer history, and transferred him to Nick, a travel planner, to resolve the hold verification. The call ended mid-transfer with a brief technical issue (agent uttered expletive during transfer attempt).
Emotional read
Edward is moderately anxious about potentially losing this specific cabin but maintains a respectful, pragmatic tone. He expresses frustration with the hold process but frames it as a problem-solving issue rather than anger at the agent or agency. His tone shifts slightly warmer when he recounts his long history with Pavlus, suggesting loyalty and trust in the relationship.
Emotional arc through the call
Edward started the call with focused urgency about a specific problem, remained measured and solution-oriented throughout the information-gathering phase, and warmed slightly when reflecting on his long relationship with the agency before being transferred to the planner who could resolve his issue.
How customer sees Pavlus
- positive · described himself as a frequent user of Pavlus, says he's been with the agency 'so long,' and mentioned having six or seven cruises booked
- positive · praised Lauren Reson by name for attempting to hold the cabin on Friday, even though there was concern about whether the hold was fully processed
- neutral · noted that Julianne is 'one of the newer agents' and works in guest relations; does not appear frustrated by speaking to a newer agent
- negative · expressed concern that Lauren 'didn't click everything through' and that the hold may not have been properly completed, suggesting a process breakdown
Process friction
- cabin hold placed verbally on Friday evening but no reservation number provided to customer
- cabin hold appears not to have been fully processed in system, as it is showing as available for booking on Cunard website
- customer had to contact agent on weekend to verify and potentially rebook, indicating hold did not persist through system
Value perception
Edward has demonstrated loyalty through multiple bookings with Pavlus over many years, but he did not explicitly state why he uses the agency versus booking direct with Cunard; his willingness to contact them urgently suggests he values the relationship and trusts them to resolve the issue.
Customer behaviors
proactively checking hold status by looking up cabin on vendor websiteattempting to follow up with original agent Lauren via text when he discovered the issuedeferring to Pavlus agent guidance on next steps to secure the cabinreferencing his long booking history to establish credibility and urgencywilling to speak with weekend staff to resolve the problem quickly
Topics & signals
| Topics | cabin hold verificationcruise booking confirmationCunard Queen Mary 2weekend agent assistance |
|---|---|
| Destinations | New York CityCanada |
| Cruise lines | CunardQueen Mary 2 |
| Buying signals | has multiple cruises already booked with Pavlus, six or seven totaljust returned from two-week cruise with the agencywilling to proceed with booking if cabin hold can be verified and secured |
| Objections | concerned cabin hold may not have been properly processed by Laurencabin showing as available for booking despite being placed on holduncertainty about whether full booking process needs to restart |
Analyzed 2026-05-24 12:32:57 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (5,208 chars)
Agent (Julianne Cricchio): Thank you for calling Pavlus travel, this is Julianne speaking. How may I help you? Customer: Hi, hi Julianne, my name is Edward Goodman. I'm a frequent a user of you guys and I was working with Lauren Reson. Burger yesterday afternoon and I got her very late in the day cause there was one cabin left in the category on Atart queen Mary cruise and Lauren put it on hold for me and then we'll deal with details next week. However why we showing my wife where the cabin was on the Pinard website, and the cabin is being offered for sale, which means that maybe Lauren didn't click everything through is and so, I need to have one of the agents that's working the weekend recheck it and make sure that cabin is on hold on the queen Mary to for September 25th. Agent (Julianne Cricchio): Do you have a reservation number for this yet? Or is it or because it's on hold that there's an. Customer: Six, she never gave it to me. She's, I got her like, at 5:30 at night, she's on the way out the door and she said I'm holding it for you till Monday. Agent (Julianne Cricchio): Oh. Agent (Julianne Cricchio): Queen. So it's, we may to September. What is the date? Customer: I believe it's the 2615 night, fifty night round trip, New York City. Agent (Julianne Cricchio): September 26th the fifteen ninth Gro round trip. Where is it going? Customer: To Canada? Agent (Julianne Cricchio): Okay. Customer: And it's cabin 131-3028. And she I mean she even took that, I pulled out my card. We end in I'm par for a while. I gave her our member numbers and, and she said everything was great and it was being held but it's the last cabin in the category, and, and it's really the last one on the ship we would take, cause the only thing left or like the $25,000 suite. Agent (Julianne Cricchio): I'm just gathering. Agent (Julianne Cricchio): Okay. Agent (Julianne Cricchio): Okay. Okay. So, it's a canard cruise, the ship name is the queen Mary two. It's departing on September 26th. It is a fifteen night cruise round trip from New York going to Canada. Customer: Mm-hmm. Customer: Yeah, but I don't know, I don't know you guys if it, if you have then book it, if we have to book, if we have to go through the booking process again do I have to talk to one of your agents just working today? Agent (Julianne Cricchio): Is and then? Agent (Julianne Cricchio): I just, I'm just, yeah, I just wanna make sure I have all I'm verifying all the information with you and the cabin that you selected with. Lauren is 13029. Customer: 28. Agent (Julianne Cricchio): 28. Okay. 13028. Customer: Yeah, and unfortunately it's showing available for people that want book so that means that something didn't click-through I texted Lauren but she usually doesn't look at their phones on weekends. So I, I'm assuming that, I'm assuming that I need some help from you guys today cause I don't wanna lose it. Agent (Julianne Cricchio): Okay. Agent (Julianne Cricchio): Yeah. Agent (Julianne Cricchio): Yeah, okay. Yeah, understandable totally understandable. And you said you've been died you've been traveling with us for a while. Have you, was this a referral originally or were you referred by anyone else? Customer: I've been traveling with you guys since Denise Fritz, did regular travel before she went to air. I mean it, I've been with you guys so long. Agent (Julianne Cricchio): You so for forever, okay, great. Yeah, I'm one of the newer agents here, okay, great. Okay, Edward, I'm gonna see if I can find a travel agent that could go over this with you. And you said your last name is Goodman. Customer: Yeah. Customer: Yeah, yeah, yeah, you're new. I'm, yeah, I'm, I must have like, what do I have six I have six or seven cruises book with you guys for the now we just got back from two weeks on tow with you guys. I keep getting, I keep getting serve, I keep getting surveys from don. So, anyhow, yeah, I know you guys just, just, just, I just need to solve this problem. Agent (Julianne Cricchio): Oh, my gosh, amazing. Yes, I work in the guest relations department. Yup. Oh, my gosh, where did you go? Agent (Julianne Cricchio): Okay, great. Agent (Julianne Cricchio): Yes. Okay. Let me see what travel planners I can get for you at this moment. Whoever's working today. I'm gonna see who's available for you. Customer: Mm-hmm. Agent (Julianne Cricchio): Alright, I'm gonna put you on a brief hold while I find the next available travel planner to talk to you about this, okay? Thank you. Customer: Mm-hmm, thanks. Agent (Julianne Cricchio): Yeah, Edward, are you still there? Customer: I'm here. Agent (Julianne Cricchio): Okay. For a second I thought I lost you. Alright Edward, so I got a hold of one of our travel planners, Nick and I can, gave him the rundown of what's going on and he's going to be able to take care of you. Customer: Fine, are you gonna switch me over? Agent (Julianne Cricchio): Okay, I'm gonna try. Yes, I'm gonna transfer you over to Nick right now. Customer: Thank you. Agent (Julianne Cricchio): Alright, my pleasure. Agent (Julianne Cricchio): Oh, shit. Oh, shit. Oh, sorry. Oh, sorry. Okay, I'm gonna transfer you over to Nick. Sorry about that. Customer: Hello? Hello?