Richard Kaban · Jan 7, 2026 ยท 12:13 AM
Outbound · 03:02 · Planner: Susan Bender · +19177713461
“I don't understand why would they put it out and then have these high adjustments you can make without saying to you be aware”
Call Richard back within 48 hours after the new flight schedule is issued to confirm he received it and ask if he wants to proceed with the current schedule or modify it. Document his decision and any resulting changes.
Full analysis
What happened
Richard called regarding his Viking River cruise booking and was discussing an upgrade to premium economy. Susan Bender explained that she had already processed a payment of $300,198 to upgrade him from economy to premium economy at $1,599 per person, with the gateway changed to LAX. The customer questioned why he was being charged air differentials and expressed confusion about the disclosure process. The agent clarified that he would receive a new air schedule within 48 hours and could modify flights himself through My Viking Journey without incurring customization fees, unless he selected flights with additional air differentials. The customer accepted this explanation and agreed to the process, committing to call back if he wanted to make changes.
Emotional read
The customer started somewhat confused and slightly frustrated about the air differential fees and lack of transparency around them. After the agent explained the 48-hour timeline and self-service modification process clearly, the customer's tone shifted to acceptance and gratitude. He ended the call cooperative and appreciative, saying 'I appreciate it. Thank you so much.'
Emotional arc through the call
Customer started confused and slightly frustrated about air differential fees, then warmed considerably once the agent clearly explained the 48-hour timeline and cost-free self-service modification process.
How customer sees Pavlus
- neutral · customer accepted the agent's explanation but expressed skepticism about Viking's communication of air differential policies, not specifically about Pavlus
Process friction
- air differential charges were applied to upgrade without clear upfront disclosure to customer
- customer had to ask for clarification on how to modify flights without triggering additional fees
Value perception
The customer did not explicitly state a view on Pavlus's value versus booking direct, though his willingness to work through the agent and call back suggests he sees value in having support for modifications.
Customer behaviors
seeking clarification on a booking modification already in progressexpressing skepticism about pricing transparencylearning self-service portal functionalitydeferring decision to test new flight schedule before committing to changes
Topics & signals
| Topics | flight upgrade to premium economyairfare changes and air differentialsbooking modification processflight selection through My Viking Journey portal |
|---|---|
| Destinations | LAX |
| Cruise lines | Viking River Cruises |
| Buying signals | agreed to premium economy upgrade at $1,599 per personcredit card on file was charged $300,198 for the booking modificationcommitted to waiting 48 hours for new flight schedule |
| Objections | confused why air differentials weren't disclosed upfront when bookinguncertain about the process for making flight changes without incurring fees |
Analyzed 2026-05-27 02:34:23 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (3,018 chars)
Customer: Hi. Agent (Susan Bender): Hi rich. Okay, here's the process, the new process we have to do this way. I've changed the gateway to L-A-X I paid with your, with your credit card on file. A total of $300,198 total for two to upgrade to premium economy. Customer: Hey. Customer: Mm-hmm. Customer: Right. Agent (Susan Bender): The difference between economy and premium economy was $1,599 per person. The now you had mentioned a higher amount and, and Viking said that might have been, because of the flight to chose the KLM flights, might be, might have an air differential. Now. What's gonna happen is you'll get a new air schedule within the next 48 hours, you'll get a new air schedule. If you do not like it you do the same thing you did before you go into your, my Viking journey and change it there because if I request specific flights they will charge you the air customization fee. But if you do it yourself in my Viking journey it doesn't cost you anything. Unless you're picking a flight that has an air differential, it's a, a higher cost. Yeah. Customer: Mm-hmm. Customer: Okay. Customer: Okay. Customer: Okay. Okay. So, if, I'll see within what did you say 24 to 48 hours, 48 hours. I'll have a flight from L-A-X going premium economy and if I don't like, if I like it fine, I just leave it alone. I accept it if I don't like it, I go into it the way I did it before. And change the, maybe, the flight to the, you know, the feats or whatever. Okay. Agent (Susan Bender): 48 hours, she said give it 48 hours. Mm-hmm. Agent (Susan Bender): Correct. Agent (Susan Bender): Correct. Agent (Susan Bender): Yes. Agent (Susan Bender): Or the airline or whatever. Yeah, you change it if you do it that way you don't have to pay the custom air fee. Customer: Okay. Customer: It, yeah, okay, alright, so that's what I'll do. Thank you so much. I don't understand. I got to ask it why would they put it out and then, may have this, you know, a high adjustments that you can make without saying to you be aware you cannot make the adjustments with, if you book through you know, a travel agent or somebody you know, or even book through them it wouldn't take it. I don't. Agent (Susan Bender): Okay. Agent (Susan Bender): Yeah. Agent (Susan Bender): I don't know, I've had other people do it and they didn't have any issues with it. I don't know what was going on with yours but I've had other people do it telling me that they did it on their own and they were successful. So, we'll see what happens this time. If you have, you know, if you decide you're gonna change it, let me know, okay? Customer: Okay. Okay, I'll need to. Okay, and I'll let you know before I if I say who I don't like it and I'll call you and tell you I'm going to be changing it. Let's see what happens. Alright, I appreciate it. Thank you so much. Agent (Susan Bender): Okay. Okay. Yeah, good deal. Good deal. Oh, it's my pleasure. Thank you, thank you and have a good night. Take care, uh-huh, bye-bye. Customer: Okay, you too. Bye-bye.