Edward Goodman · Apr 18, 2025 ยท 3:54 PM
Inbound · 11:03 · Planner: Lauren Riesenberger · +13015185426
Sentiment
neutral (0.25)
Intent
rebooking
Trajectory
improved
“Is there any way you can call them and talk to somebody and see what can be there. If you need me on the phone to do a three-way, I'm around.”
Next best action
Call your established Viking contact immediately to determine whether the Australia/New Zealand booking can be revised to absorb the Bergen cruise funds and insurance, or whether the April 20 Bergen booking must be cancelled first. Confirm before calling Edward back whether the AMP 25 discount and cabin location (deck five/six) will be preserved. If full consolidation is not possible, present Edward with the backup option of keeping the Australia booking with Pavlus and rebooking the April 2026 cruise to a different Viking itinerary at a later date.
Call your established Viking contact immediately to determine whether the Australia/New Zealand booking can be revised to absorb the Bergen cruise funds and insurance, or whether the April 20 Bergen booking must be cancelled first. Confirm before calling Edward back whether the AMP 25 discount and cabin location (deck five/six) will be preserved. If full consolidation is not possible, present Edward with the backup option of keeping the Australia booking with Pavlus and rebooking the April 2026 cruise to a different Viking itinerary at a later date.
Full analysis
What happened
Edward called to change cruise plans entirely. He had already booked an Australia/New Zealand cruise directly with Viking (Feb 8) to follow a South America river cruise with Pavlus, but now wants to cancel an April 20, 2026 Bergen cruise he'd booked with Pavlus to avoid cold weather. He paid a $50 deposit directly to Viking for the Australia sailing and wants to transfer insurance (>$1,000) and deposits from the Bergen cruise to the Australia cruise instead. The primary complication: he already made a separate direct booking with Viking, which may prevent the typical transfer process. Lauren explained that Viking policies differ from other cruise lines and that cancellation may be required, risking loss of the cabin location and discount he locked in. She committed to calling her Viking contact to explore options without making any changes until Edward approves.
Emotional read
Edward started frustrated and self-critical, acknowledging he 'screwed up' by booking directly with Viking rather than waiting for agent assistance. His anxiety about losing cabin selection and discounts emerged clearly. As Lauren offered reassurance and concrete next steps (calling Viking), he visibly calmed, shifting toward cautious optimism. His perfectionist tendencies and tendency to overthink were self-aware and lightly humorous.
Emotional arc through the call
Edward began the call anxious and self-reproachful about booking directly with Viking, escalated slightly as he confronted the complexity of cancelling vs. revising, then warmed considerably once Lauren committed to calling Viking and promised not to make changes without his approval.
How customer sees Pavlus
- positive · praised agent Lauren for willingness to contact Viking directly: 'Is there any way you can call them and talk to somebody and see what can be there'
- positive · referenced that Pavlus has successfully taken over Viking bookings in the past using booking numbers, suggesting prior positive experience with the process
- neutral · acknowledged agent's explanation that Viking operates differently from other cruise lines, accepting the process complexity without blame toward Pavlus
Process friction
- customer made direct booking with Viking instead of waiting for Pavlus to handle it, complicating the ability to consolidate funds and transfers
- Viking required immediate $50 deposit on direct booking, which created a separate booking record that may prevent standard fund-transfer procedures
Value perception
Edward implied trust in Pavlus's ability to navigate cruise line policies and transfers, referencing past successful takeovers. However, he also demonstrated willingness to book direct with Viking when faced with limited cabin availability, suggesting he sees value in speed/availability even if it creates complications for his primary travel agent.
Customer behaviors
second-guessing his own decision to book directly with Viking due to cabin scarcityself-critical and perfectionistic about the misstepattempting to explore multiple contingency plans (keep both bookings, cancel one, rebook another)deferring final decisions pending agent's research and callbackseeking reassurance that cabin location and discounts won't be lost in any resolutionoffering to participate in three-way call to accelerate resolution
Topics & signals
| Topics | cruise itinerary changecabin transfer between bookingsinsurance portabilitydeposit and payment consolidationcabin selection and deck placementcruise line policy differences |
|---|---|
| Destinations | South AmericaNew ZealandAustraliaSydneyBergenAmsterdam |
| Cruise lines | Viking River CruisesViking Ocean Cruises |
| Buying signals | already paid $50 deposit directly to Viking for Australia/New Zealand cruisebooked specific cabin on deck five or six with specific discount codewilling to move entire insurance premium and deposits to new booking if possiblecommitted to South America river cruise with Pavlus and connected Australia cruiseoffered to do three-way call with agent and Viking to resolve transfer issue |
| Objections | concerned that direct booking with Viking may have locked them out of transferring fundsworried about losing cabin amenities if booking is cancelled and rebookedskeptical that Viking's strict policies will allow funds to transfer between separate bookingsanxious about losing cabin location (deck five/six) if forced to cancel and rebookconcerned that AMP 25 discount may not carry over if booking is cancelled |
Analyzed 2026-05-25 17:56:21 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (11,286 chars)
Agent (Lauren Riesenberger): This is Lauren. How can I help you? Customer: Hi, you said good man. I need your help. I need your brain power. Is it working today? Agent (Lauren Riesenberger): I'm hoping it is. What's up? I saw your email. I saw your email about the. Customer: I know but I totally changed we totally changed our mind. We're doing something totally different but I need your help. Agent (Lauren Riesenberger): Oh, okay. What's going on? Customer: Okay. Okay. Okay. So what we decided to do is we're doing a region cruise with you guys from south in South America and we decided to, to fly to fly from South America to New Zealand and just do a Australia cruise right after that. So so I look and the only available Klan to Sydney or vice vers cruise that met our timeframe was a Vike any cruise and we've interested in trying biking anyway. So they're on, they're only three cabinets left on the ship. I did a direct booking and, and I have sixty days to move it over to you. But you know me I like to do things. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Yeah, which, let me just pull up here, let me get your profile up here Ed. Customer: Okay. Oh. Customer: But, however there's, there's some com, there's a little complication you know with me it's always more complicated. Agent (Lauren Riesenberger): Okay, which. Customer: As that's what my wife, my wife says everything's more complicated with me. Agent (Lauren Riesenberger): What itinerary did? Customer: Okay, here's the. Customer: Okay, the itinerary is Aland to Sydney. February 8th the booking number which I can email you and I'll email you the invoice voice, it's 88, it's 889467. Agent (Lauren Riesenberger): Sure. Customer: 889-4672 it was the booking number number. However here's here's the complicated request. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Mm-hmm. Customer: We decide is that we don't really want to take the April 20th cruise from, to Bergan because we're seeing how damn cold it is this time of year, and we booked that after, after the river cruise we're doing with you guys on Phoenix. We booked the Viking ocean cruise April 20th for 2026. And so we decided we'd probably rather not take that cruise. However, however, we biking told me that you can transfer with them. I'm, like, most cruise line you can transfer the insurance cause we bought cruise line insurance for that. Agent (Lauren Riesenberger): Correct. Agent (Lauren Riesenberger): Uh-huh. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Uh-huh. Customer: And we would like to be able to transfer the insurance premium that we pay which is well, more than $1,000 onto this other earlier cruise that we just booked and also move. I think we had a $50 deposit plus they took some more money, so we can transfer all that money over or get it refunded. I don't know how. I don't know what's refundable. I know the $50 the person deposit is, is not, is not refund able for $25 but, but it's credit but it's credit. So, basically I wanna move all the money over from the Amster. Dan to burgan. Cruise over to this new booking including the insurance. If they tell you, if they tell you the insurance ain't movable. Agent (Lauren Riesenberger): It. Agent (Lauren Riesenberger): Yes, okay. Agent (Lauren Riesenberger): Okay, what is? Customer: Talk to me. Give me a call because I I'm not sure. We may just go ahead and keep that answer. Damn cruise or it maybe, it can only be moved on a cruise, it is a new booking and now that I already grab this cabin, well, they say that's an old booking that you can't do it, but maybe I'm over thinking Lauren, I don't know, know, I'm a good over think. Agent (Lauren Riesenberger): No, no, you're not no you're not. Did you already put the $50 deposit down with Viking for Australia in New Zealand. Customer: I did. Agent (Lauren Riesenberger): Okay, only because the Viking is a bit different, usually you can transfer stuff from one cruise to another Viking however does not allow that. We would have to revise the one that you already have to. That's what we have, what have wanted to do, we would have wanted to revise to save all money on file from your April 20th sailing and revise it to your Australia sailing, that's what we would. Customer: So basically, I screwed, I screwed it up by grabbing the cabin but they're only two left on the ship, so I was scared. Agent (Lauren Riesenberger): Yeah, it did, it ask for a deposit right away or just a hold option. Customer: They wouldn't hold it. Agent (Lauren Riesenberger): They would have hold it because it oh, they asked, they asked right away for deposit. That's crazy. Oh. Customer: Yeah, but they only went $25, you know, they's only $25 a person. So they say, so they feel like they're not, they feel like they're not asking anything. But I you and I understand the cruise business where that means of the booking is that actually been made and that's why I could have screwed up the ability to. Agent (Lauren Riesenberger): $50. Yeah, so. Agent (Lauren Riesenberger): Well, it, since you're, we would have to cancel what you have and I would have to basically, like I said, revise your April date to the Australia, New Zealand. That's the only way to do it. Customer: Yed and then, what, I lose the cap, what I lose the cabin. Agent (Lauren Riesenberger): Possibly I can't guarantee anything but right now how you did it, unfortunately, usually you can just hold a cabin. Agent (Lauren Riesenberger): Cause now you have two open bookings if I cancel your April 20th booking you will lose. Let's see, hold on let me look at it. Customer: I know. Customer: I will lose the insurance but I won't lose money. Agent (Lauren Riesenberger): You will lose every oh, let's see. You purchased their insurance. You would lose the insurance and, well, hold on this is. Agent (Lauren Riesenberger): I'm on computer. Customer: The full payment isn't due till May 31st. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Hold on I gotta get a new invoice here. Agent (Lauren Riesenberger): Oh! Yeah, we would have to cancel what you have and kind and you'd have to I think you have to email them or call them and then. Agent (Lauren Riesenberger): I would have to start over. Customer: No, they, last time you took it, you took over a booking. They, you just did it with their, with the booking number. They didn't require me to anything. I've didn't give you the booking number. Agent (Lauren Riesenberger): But to, yeah, but to cancel, but to cancel a booking you would have to call them. I'm not gonna take, you know what I'm saying. So it's, I have to call them, I. Customer: Number. You don't want to take it over and then you don't want to take it over and then cancel it. Oh, my god, I really screwed up. Agent (Lauren Riesenberger): Right. Agent (Lauren Riesenberger): It's okay, it's okay. Customer: Is there any way you can call them and talk to somebody and see what can be there. Agent (Lauren Riesenberger): Yes, yes, I will, yeah, I will call the person I work with and see what happens, what we can do. Customer: It if you need, if you need me on the phone to do a three-way, I'm around. Agent (Lauren Riesenberger): Okay. Let me call he's been there I've been working with him for ten years. Let me see most likely it's gonna be you're going to have to cancel that $50 deposit and then I can revise. Agent (Lauren Riesenberger): So let me call him, I'll call you back and save your revise your booking. Customer: Okay, and if, and if it's no don't cancel answer dam cause we still may just take it stuff with the money. Agent (Lauren Riesenberger): Okay. Yeah, I won't cancel anything. I won't do anything. I just wanna ask some questions. In the meantime, can you shoot me over that invoice from Viking? For the Australia, New Zealand, so I could take a look at it. Customer: Sure, I'll do that right now and you should have what you need. Customer: I messed up. Agent (Lauren Riesenberger): Perfect. Customer: Messed up. Agent (Lauren Riesenberger): It's okay, it's okay, I'll try to fix it. Customer: Okay, let's see. Customer: I guess I'm kind of a perfectionist. Did you now and I just did one, I missed that, right. Agent (Lauren Riesenberger): Just no going forward. Viking is in a league of their own. They do things quite different from other cruise lines. So, usually you could just transfer funds but not with biking. Customer: Okay, is there a way they can hold the cancel it but still hold the cabin would be nice. Uh-huh yeah, the other, the other thing is I got the last cabin on deck five and deck six where they have one or two others are right under the buff thing, so I so I grab the last and when I went online the only thing show. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Oh, okay. Agent (Lauren Riesenberger): That's just the only thing, oh, and you got the A-M-P 25 discount. Good. The only thing is that if you cancel with biking, I can't guarantee I'm going to get that, 5095 Kevin sometimes they take a date to cancel things. Customer: I, you and if you can't, and if you're gonna, you're gonna put me under. Yeah, I don't want you put me under the let's say, and I don't want you downgrading me to below. Agent (Lauren Riesenberger): Okay. Alright. Customer: EV category. They have one or two really low but then I don't want to go on in cruise where I have low priority for tours in a smaller room, so. Agent (Lauren Riesenberger): Can I put you in a lower category for now? And then when you cancel, go back and grab 5095 or no? Okay. Customer: No, no, I don't want to take any chances. I mean, I would not, I might even re, I might reth the we bought air from South America but, but it's refundable, I bought refundable air. So I could, so if we could cancel the whole thing but I don't want to do that. I think we can find, hopefully we can find a way to do the other option is just keep the booking you guys take it over and then we deal with the other cruise. Maybe, we'll pick another bike and cruise. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): You could revise that cruise to something else if you wanted even to a later date if you wanted that could be a possibility. Yeah, but let me first talk to Viking but I won't make any changes, I won't cancel anything. I just wanna ask them a few questions. Customer: Okay, but I. Customer: Okay, you called them ask some questions and if by some miracle you can do everything, cancel the answer dam cruise and move all the money I we're in for that, but you're telling me that's not gonna be easy. Agent (Lauren Riesenberger): I'll say maybe I'll say maybe on that one, I'm gonna see if I can do it. I'll see maybe. Customer: Alright, thank you. I'm here. I'm not selling any. I'm, we're home not. Agent (Lauren Riesenberger): I'll do my best you're here today. Alright I'll give you a callback shortly, I'll give them a call. Customer: Thank you so much. Agent (Lauren Riesenberger): Oh, my pleasure. I talk to you soon. Bye. Customer: Bye-bye.