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, not fifteen years. So you have a file on me with many, many cruisers.”
Call Eileen back or have her reach out tomorrow with final confirmation once she has reviewed Toronto airfare options. Proactively confirm with Liaison whether $200 shipboard credit can be applied before sailing, and send detailed hold/pricing confirmation email immediately upon receiving Celebrity's formal documentation.
Full analysis
What happened
Eileen Perron called Sunday seeking urgent help booking a Celebrity Reflection cruise departing Fort Lauderdale on October 18th (next Saturday) for herself and her wife. The agent found the least expensive cabin (prime ocean view) at $4,165 CAD, matching the website. After confirming Eileen's Elite Plus celebrity status, the price dropped to $3,528 CAD—$700 cheaper—with a $200 shipboard credit. The agent placed a hold on cabin 7105 until midnight but expressed uncertainty about whether the onboard credit could be applied this close to sailing (pending confirmation from another team member). Eileen agreed to call back ASAP after reviewing airfare options from Toronto, and the agent committed to emailing confirmation once received from Celebrity.
Emotional read
Eileen started matter-of-fact and businesslike, referencing long tenure with Pavlus (10-15 years) and established rapport with usual agent Andrea. She showed mild frustration when the agent misidentified her province (Ontario vs New Brunswick) but moved past it quickly. By call's end she was appreciative and warm, expressing genuine thanks for the agent's help. Confidence increased as pricing improved due to elite status recognition.
Emotional arc through the call
Started businesslike and slightly urgent; warmed measurably after the agent found a $700 savings via Elite Plus status recognition, shifting to genuine gratitude by call end.
How customer sees Pavlus
- positive · long-standing customer (10-15 years) with many cruises booked through Pavlus; normally works with agent Andrea
- positive · thanked agent for helpfulness: 'You've been very helpful. Thank you.'
- neutral · agent acknowledged process constraints transparently: 'I just want to be transparent as well' regarding onboard credit timing
Process friction
- hold system only allows midnight tonight hold instead of 24 hours as requested
- onboard credit application uncertain pending off-duty team member (Liaison) review, may require cashback alternative
Value perception
Not explicitly stated. Eileen did not compare Pavlus to booking direct or competing agencies; she has been loyal to Pavlus for 10-15 years and accepted pricing that matched the Celebrity website, suggesting satisfaction with the agency's service rather than price arbitrage.
Customer behaviors
prioritizing cost efficiency and seeking best possible pricedeferring final decision pending airfare research from Torontoleveraging long-standing relationship and Elite Plus status for pricing advantagemanaging urgent timeline (one week to departure)delegating some legwork back to Pavlus (confirmation email, celebrity communication)
Topics & signals
| Topics | last-minute cruise bookingpricing and discountscabin availabilityhold requestonboard creditairfare coordination |
|---|---|
| Destinations | Fort LauderdaleTorontoOntario |
| Cruise lines | Celebrity Cruises |
| Buying signals | requested to hold cabin for 24 hours with specific cabin number 7105confirmed elite plus status with Celebrity for pricing adjustmentaccepted $3,528 Canadian price and agreed to contact agency next business daytook hold reference number 802-6670 and committed to following up ASAP |
| Objections | needs to verify airfare availability from Toronto before committinguncertain whether onboard credit can be applied this close to departureconcerned about hold duration given proximity to sailing date |
Analyzed 2026-05-26 01:07:07 by claude-haiku-4-5-20251001. Confidence 0.87.
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.