EILEEN PERRON · Oct 12, 2025 · 6:22 PM
Inbound · 10:42 · Planner: Fia Bauer · +14163717197
“I've been dealing with Pavlus for at least ten of, not fifteen years. So you have a file on me with many, many cruisers.”
Call Eileen back (or have next available agent call) by end of business Monday, October 14th to confirm airfare has been verified and finalize the $3,528 CAD booking for cabin 7105. Simultaneously, clarify with Liaison whether the $200 onboard credit or $200 cash-back can be applied pre-departure and send confirmation email with all details and reference 802-6670.
Full analysis
What happened
Eileen Perron (who identified as Brian Perron) called on a Sunday seeking an urgent booking for a Celebrity Reflection cruise departing Fort Lauderdale on October 18th (next Saturday) for two people from Toronto. The agent confirmed the best available cabin (prime ocean view, room 7105) at $4,165 CAD plus $250 onboard credit. When the hold was applied, the loyalty status (Elite Plus) triggered a price drop to $3,528 CAD with $200 onboard credit—a savings of ~$700. The agent held the cabin until midnight and obtained reference number 802-6670. The customer's main blocker is verifying airfare from Toronto before finalizing; he committed to calling back ASAP with a decision and receiving a confirmation email.
Emotional read
The customer started with friendly urgency and clear expectations, given his 10-15 year history with Pavlus. He became slightly impatient when the agent fumbled the Ontario/New Brunswick geography, but remained professional and collaborative. By mid-call, he warmed noticeably when the loyalty discount was applied, showing satisfaction at the $700 savings. He ended genuinely grateful and energized to move forward.
Emotional arc through the call
Started with polite urgency and minor frustration over agent availability on Sunday; briefly irritated when agent misidentified his province; warmed significantly when loyalty discount was applied, ending the call genuinely grateful and energized to move forward.
How customer sees Pavlus
- positive · long-standing relationship: 'I've been dealing with Pavlus for at least ten of, not fifteen years. So you have a file on me with many, many cruisers'
- positive · praised agent's helpfulness at call end: 'You've been very helpful. Thank you.'
- neutral · mentioned usual contact: 'I usually deal with angi' (likely 'Angie'), suggesting established rapport with a specific planner
Process friction
- agent uncertain about whether onboard credit or cash-back could be applied so close to departure, citing that the person who handles credit (Liaison) is not in office on Sunday
- agent initially uncertain about how shipboard credit currency conversion would work (CAD price vs. USD credit)
Value perception
Customer did not explicitly critique direct booking vs. using Pavlus, but accepted the agent's pricing parity with the website while valuing the onboard credit incentive and the ability to hold the cabin through the agency.
Customer behaviors
leveraging long-standing agency relationship to expedite bookingcomparison-checking Pavlus pricing against Celebrity's direct website in real timedeferring final commitment pending airfare research from home cityrequesting hold and reference documentation for follow-upexpecting callback coordination tomorrow with whichever agent is available
Topics & signals
| Topics | last-minute cruise bookingpricing and onboard creditcabin holdairfare coordinationloyalty status discount |
|---|---|
| Destinations | Fort LauderdaleTorontoOntarioCaribbean (implied by Celebrity Reflection itinerary) |
| Cruise lines | Celebrity Cruises |
| Buying signals | confirmed departure date and ship: Celebrity Reflection, October 18thnamed travel companion (wife) and confirmed two travelersprovided home province and established Canadian pricing requirementaccepted cabin 7105 and hold until midnightacknowledged final price of $3,528 CAD and said okaycommitted to calling back ASAP with decision pending airfare check |
| Objections | needs to verify airfare availability from Toronto before committing to cruiseuncertain whether onboard credit or cash-back option will be availableconcerned about cabin availability with only 24-hour hold until midnight |
Analyzed 2026-05-26 01:07:23 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (6,469 chars)
Agent (Fia Bauer): Thank you for calling Pavlus this is Tia. How may I assist you? Customer: Hi, is it ha. Agent (Fia Bauer): Yes. Customer: Hi! My name is Brian aren, P. As in Peacher. E-R-R-O-N. As in Norman. I've been dealing with Pavlus for at least ten of, not fifteen years. So you have a file on me with many, many cruisers. I usually deal with angi but today the Andrea is Aras, do you know her? But today being sent today, being Sunday, I don't think she's on-duty and my wife and I are looking for a cruise that leaves next Saturday. Agent (Fia Bauer): Mm-hmm, yes. Customer: So that's why there's a little bit of urgency involved and I was wondering if you can help me on her behalf. Agent (Fia Bauer): I can certainly try what cruise are you looking at? Customer: It's celebrity reflection departing Fort Lauderdale eleven days next Saturday October 18th. Customer: We are in Canada, so the quote would have to be in Canadian dollars. Customer: And we're looking for the cheapest possible category and according to their website right now, all that category would be a window normally we cruise inside but I don't think there's any availability based upon the website anyway, maybe you have a better insight but we'll have a better insight. Agent (Fia Bauer): Let's take a look see what I've got. Agent (Fia Bauer): Yeah, I'm showing that the least expensive one that I have is going to be a prime ocean view and I'm showing that price in Canadian dollars is $4,165. Customer: That's exactly what the website shows. Agent (Fia Bauer): Correct. The only difference is that tablet would be giving you shipboard credit onboard credit for this would be $200 and well, I, I'm not sure because it would be in US dollars but because. Customer: But yeah the ship or credits have always I paying Canadian dollars and the ship work credits are in US dollars. Agent (Fia Bauer): Yeah, I know I'm just because everything is showing me if the price is showing me in Canadian but the ship, but I'm not sure how the ship work credit would transfer but I believe it would be $250. Customer: 250. Agent (Fia Bauer): That is correct. Customer: Yeah, and according to your website, how many cabins are left at that category. Agent (Fia Bauer): One just one. Customer: Yeah, that's what it says on mine too. Yeah, can you pull a, hold on that for 24 hours. Agent (Fia Bauer): I don't think so. I can certainly try that generally when it's this close to sailing, I don't know that I would be able to hold it but I can. Customer: Well, the, yeah, the re, the reason why is that I have to look at my airfare, we live in Toronto, Canada and I got to look at air, what's available? Agent (Fia Bauer): Let's see by chance. Agent (Fia Bauer): Got it. Yeah, the only room available is 7105 which is in the very front of the cat, very front of the Shi. Is that okay. Customer: Yeah. Yeah. Alright, that's what it showed on the, on the. Okay. Agent (Fia Bauer): Yeah. Agent (Fia Bauer): So let me see if it will allow me to hold, I'm not certain. Customer: Okay. Agent (Fia Bauer): And what province are you, you are located in, is that New Brunswick? Customer: To, no, you got to learn your provinces. We have ten of them. Toronto is in Ontario. Agent (Fia Bauer): Ontario. Okay, let's that. Agent (Fia Bauer): Okay, so, it's not holding it for 24 hours. It's holding it until midnight tonight. Customer: Okay. Customer: Okay, so I'll leave it like that for the time being and do I. Agent (Fia Bauer): Yeah, I can't imagine that it's going anywhere. So if you don't get back to us within you know, the end of today's business, I do not foresee this particular cabin getting up by someone else. Just because of the proximity, but I have been able to hold it. It does look like it went down with your status but I'm not sure. I don't want to quote you this price cause I don't know if it's switched to USD or not, no, it didn't it's still Canadian. So, it looks as though that with your status, it did jump down to $3,528. Customer: No, before it was, before it was what the pricing? Agent (Fia Bauer): So that was I'm sorry it was a little over $4,000 but now it's showing me $3,528 total. So that will affect the ship for credit. Hold on just a second. Customer: Huh. Customer: Yeah, we're elite plus on a celebrity. Agent (Fia Bauer): Yeah, so because that did go down several $100 the ship credit would now be $200 rather than $250. Customer: So we're looking at a price of $3,528. Agent (Fia Bauer): That is correct, that is correct. Customer: Okay, that's even better that $700 cheaper for two just about yeah, okay, so. Agent (Fia Bauer): Yup. Agent (Fia Bauer): Now the other thing is, is that I, you know, what it might have to be $200 cash back because I don't know that I'm going to be able to apply the onboard credit. This close to departure. I have liaison who's the one who actively puts all the ship or credit on, but she is not in the office today. So, I would have to ask her if that's something that can be done or if we have to send you a chat. I truly do not know, unfortunately. I'm not able to ask her now. Customer: Well, that doesn't really matter. It's 601 and a half a dozen of the other. Agent (Fia Bauer): It is but just you know I want to be transparent as well. Customer: Sorry. Agent (Fia Bauer): I said I just want to be transparent as well. Customer: Oh, okay, I understood. Okay, so, where do I go from here then feel we've to talk tomorrow. Do I call you back or what do I do? Agent (Fia Bauer): So I would recommend calling the same what number and whoever, if I'm not available, I don't recommend waiting. So just speak to whoever is currently available and go ahead. Yes, I will send that to you as soon as I receive it from celebrity. The current hold is 802-6670. Customer: Okay. Is there a, is there a reference number for me? Customer: 802. Agent (Fia Bauer): 66. Agent (Fia Bauer): 70. Customer: Yeah. Customer: 802-6670. Okay, very good. So I'll look at the other stuff at my end and get back. A-S-A-P to someone and you'll see and you'll sound you'll send me an email yeah. Agent (Fia Bauer): That's correct. Agent (Fia Bauer): Okay, sounds good. Agent (Fia Bauer): Yes, I will as soon as I get it could be a little bit before it gets to me, but yes, I can certainly send that to you. Customer: Okay, thank you for you. You've been very helpful. Thank you. Agent (Fia Bauer): My pleasure sir. You have a good day. Bye-bye! Customer: Bye, bye.