John Zondlo · Mar 13, 2025 · 7:42 PM
Inbound · 05:49 · Planner: Guest Relations · +16028261737
“I never received it... checking with my credit card, I have been charged on my credit card. So, could you follow up on that?”
Anastasia should request the Princess cruise statement by end of business and confirm the two payments (for cabins 8Q5MG and 825MGC) are posted under Joanne's name. Call back with payment confirmation emails and resend confirmations before soliciting additional questions.
Full analysis
What happened
Joanne Manzano called because she paid for two Princess cruise cabins (departing June 15) on March 7th through agent Renee but never received payment confirmation and could not find the charge credited in her Pavlus account, despite being charged on her credit card. Anastasia pulled the account, collected both booking numbers (8Q5MG and 825MGC), confirmed her email and phone contact details, and committed to researching the payment status with Princess's statement, obtaining confirmations, and calling back with updates. Joanne agreed to resolve this issue first before asking additional questions about her booking.
Emotional read
The customer started frustrated and concerned—she had paid for cruise cabins six days prior but had no confirmation and no account credit despite being charged on her credit card. She became notably warmer and more collaborative as Anastasia took ownership of the problem, acknowledged the unusual situation, and committed to follow-up research and callbacks. By call end, her tone was cooperative and forward-looking.
Emotional arc through the call
Started frustrated and concerned about a missing payment confirmation and account credit, but warmed noticeably as Anastasia took accountability and committed concrete next steps.
How customer sees Pavlus
- negative · payment confirmation never arrived within 24 hours despite customer being charged; Renee had difficulty locating the booking in the system
- positive · Anastasia acknowledged the issue was unusual for the agency and took immediate ownership to research and follow up with a callback
Process friction
- payment confirmation email never sent after March 7th transaction despite customer being charged
- payment not visible as credit in customer's Pavlus account statement
- prior agent Renee had difficulty locating booking in system
Value perception
Not stated. Customer did not comment on Pavlus's value proposition relative to direct booking or other agencies.
Customer behaviors
troubleshooting missing confirmation by checking multiple sourcesproactively providing both booking numbers to expedite resolutiondeferring additional questions pending resolution of payment issuewilling to be contacted at phone number on file for follow-up
Topics & signals
| Topics | missing payment confirmationprincess cruise bookingaccount credit verificationtwo cabin booking |
|---|---|
| Cruise lines | Princess |
| Buying signals | already paid for two cabins on Princess cruise departing June 15thwilling to provide both booking numbers to expedite resolutioncommitted to follow-up conversation after this issue resolves |
| Objections | payment charged to credit card but not credited in accountconfirmation email never received after March 7th paymentprior agent Renee had difficulty locating booking in system |
Analyzed 2026-05-28 11:19:03 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (4,258 chars)
Agent (Anastasia Thomas): Calling paddles travels and the best referral program in the industry. This is Anastasia. How can I help you? Customer: Hello, this is Joanne winter Manzano and I am sorry I missed your name. Agent (Anastasia Thomas): Oh, that's alright. I'm Anastasia. Customer: Okay, Anastasia on March 7th I spoke to Renee and I paid for two cabins on a princess cruise leaving June 15th. She said she would send me confirmation of the payment. I never received it. I've gone onto my print this account and I'm not finding anywhere where I've been credited with this amount, however, and checking with my credit card, I have been charged on my credit card. So, could you follow up on that? I mean, I really do need confirmation. Customer: A payment. Agent (Anastasia Thomas): Absolutely, I agree and I'm sorry you haven't received that confirmation yet. That is unusual for agency. For sure, I'm pulling up your profile now. Oh, I. Customer: I'm sorry. I'm sorry. I put you on speaker so I could hear what you were saying. What did you just ask me? Agent (Anastasia Thomas): Oh, I was just letting you know that well first I was apologizing because it's unusual for our agency to not send confirmation at least within 24 hours. So I'm looking into this for you now. And do you happen to have your booking number? Customer: I do and Renee was having an awful hard time finding this. So maybe that was the issue. My booking number is eight queen, five M. Mary G. George W. William. Agent (Anastasia Thomas): Okay. Customer: That's one of the booking numbers, I have two cabins, so two booking numbers. Agent (Anastasia Thomas): Okay, got it. Alright, thank you. Alright, let's take a peek here. Agent (Anastasia Thomas): Alright, I am looking at our notes now and the email address I have for you is Ken Moore lady @gmail.com. Customer: That's correct. Agent (Anastasia Thomas): Did you used to work for SAR? Customer: No, you'd be amazed how Ma ask me that. No, I'm from a little village in upstate New York called Kenmore. Agent (Anastasia Thomas): Oh, okay. Agent (Anastasia Thomas): Oh, got it. Okay. It, it's just so funny you know, that's what you automatically think of when you hear Ken or is sees. Customer: No. Oh, yeah, a lot of people don't, do you have a sewing machine? Did you sell sewing machine? A no, it's funny. Agent (Anastasia Thomas): Oh, how funny? Well thank you for your patience as I ask the question you're used to hearing. Okay, and when did, I'm sorry, when did you say you spoke with Renee? Customer: It was March 7th so today's what's the thirteenth. Agent (Anastasia Thomas): March system. Agent (Anastasia Thomas): Stem. Okay. Yes, so it's unusual you're not seeing it on your princes statement, but that is what I am here for to help get that figured out. So this is what I'm going to do. I'm going to take a, a quick peek and see if I can get your current statement from them sent to us for review. Customer: Okay. Do you want, do you want the other uh-huh booking number for this? So you can do both at the same time. Agent (Anastasia Thomas): Yes, let me go ahead and get that number, please. Customer: Okay, it's 825 MG and this one ends in C. Carls. Agent (Anastasia Thomas): Oh, perfect. Alright, thank you. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): So, I'm going to also look that one up. The phone number that you are calling from, is that the best phone number for us to reach you at? Customer: Yeah. Agent (Anastasia Thomas): Okay, excellent. Agent (Anastasia Thomas): Cell. Alright. So what I need to do is a little research here on my end and then I'm just double checking. Yup, it's the phone number we have in your profile. Perfect, I'm going to give you a callback as soon as I have some additional information and as soon as I can get a hold of confirmation I'll go ahead and send those out as well. Customer: Alright, wonderful, thank you. Agent (Anastasia Thomas): It is my pleasure. Can I help with anything else? Customer: Not right now let's get this ones first then I'll give you a bunch of questions, okay? Agent (Anastasia Thomas): Alright, I think that's fair. Thanks, Joanne. Customer: Alright, take care. I'll talk to you soon. Bye-bye. Agent (Anastasia Thomas): You bye.