Edward Goodman · Dec 21, 2024 ยท 6:02 PM
Inbound · 06:21 · Planner: Dianne Kincaid · +13015185426
“I really would love it if you could pick the right cruise and put the hold on the damn fix the hold.”
Dianne should send the corrected invoice by end of business today showing April 13, 2026 departure, confirm cabin hold through at least Wednesday (3+ days), and proactively email or call Monday morning if payment hasn't been received to ensure hold doesn't lapse.
Full analysis
What happened
Edward Goodman called to report that another Pavlus agent (Eni) incorrectly booked his Tulip Time cruise for the wrong year and date. He had previously sent detailed instructions including preferred cabin numbers to his longtime agent Lauren, who was to handle the Phoenix cruise booking. When Eni booked it wrong, no payment was taken because she lacked his Visa. Dianne took ownership, received his detailed cabin preferences via email, confirmed the correct date (April 13, 2026), and committed to correcting the reservation and sending an updated invoice. The hold would remain in place until he provided payment Monday or Tuesday.
Emotional read
Customer started frustrated and anxious about a booking error, using mild profanity ('damn fix the hold') and expressing concern about cabin availability. However, emotional state noticeably improved once Dianne took ownership of the problem and confirmed she could fix it. By call end, customer was grateful and reassured, demonstrating loyalty and trust in the relationship.
Emotional arc through the call
Started visibly frustrated and swearing about the booking error, but warmed considerably once Dianne demonstrated competence and ownership, ending the call grateful and reassured.
How customer sees Pavlus
- positive · long-standing customer loyalty: 'I've worked for Lauren for many years, I booked two and three and four crazy year with her'
- negative · booking error by agent Eni who booked wrong year and wrong day, could not take payment without correct credit card info
- positive · praised Dianne's responsiveness and willingness to fix the problem immediately: 'I appreciate this' and thanked her at end of call
Process friction
- another agent (Eni) booked incorrect year and date instead of following customer's detailed written instructions sent to Lauren
- customer had to re-explain booking requirements to a different agent (Dianne) instead of original agent Lauren handling it
- communication breakdown: customer sent detailed cabin preferences to Lauren; Eni independently booked without that information
Value perception
Customer did not explicitly state a view on Pavlus's value relative to competitors. However, his multi-year relationship with agent Lauren and willingness to stick with Pavlus despite this booking error suggests he perceives value in the established relationship, even after friction.
Customer behaviors
venting about prior agent's error while remaining professionalproviding detailed written instructions with specific cabin numbers and preferencesdeferring final payment pending Monday or Tuesday credit card authorizationdouble-checking agent's confirmation of correct dates and detailsrequesting direct contact number for follow-up contingencies
Topics & signals
| Topics | booking correctioncabin holdcruise reservationwrong year/date bookedmulti-year customer relationship |
|---|---|
| Destinations | PhoenixAmsterdam |
| Cruise lines | TauckTulip Time |
| Buying signals | already booked two cruises for 2026 with same agent over many yearswilling to provide credit card payment Monday or Tuesdayprovided specific preferred cabin numbers in priority orderrequesting updated invoice to confirm correct booking details |
| Objections | another agent booked wrong year and wrong day in errorconcerned about cabin availability and losing preferred cabinsskeptical hold will last long enough until payment Monday/Tuesday |
Analyzed 2026-05-28 08:11:50 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (5,807 chars)
Agent (Dianne Kincaid): Thank you for holding, this is Diane. Customer: Hi! I wonder if you could help me please. Customer service guest relations sent me over to you. I'm a, a customer, I'm a customer of learn recent burger and I sent in an email yesterday with two requesting, she booked two cruises in twenty, twenty six and one was at tauck. She took care of and the other is a Phoenix and at the end of the day, she emailed me and said and I'm and I spoken to her today about the tauck. And she was gonna call me back. I can get back to him about the Phoenix and the Phoenix. She emailed me at 530 Eastern Time last night saying that she was had to quit for the weekend and she would get to it on Monday but there are plenty of cabins left and I emailed her back and said well there's only three in my category. I feel better. Someone for the hold on a cabin. Agent (Dianne Kincaid): Yeah. Customer: And she emailed me back cause, yeah, I'll get it done. So I don't know if she did it on her weekend or whether she had one working people on Saturday do it. But anyhow, I got an email from Eni, I didn't get an email from Tak which is fine. I'm from, I'm sorry, from, because I assume that Lauren would have sent me the stuff on Monday when she gets in. But unfortunately when I got the email from Eni, she booked the wrong year in the wrong day. But fortunately she couldn't put any money down because they don't take ax and she was gonna call me for my visa. So, I'm pretty sure it's just the whole, but yeah, but I really would love it if you could pick the right cruise and put the hold on the damn fix the hold, huh. Yeah, I hope that's not an unreasonable request, you know, I've worked for Lauren for many years, I booked two and three and four crazy year with her. So. Agent (Dianne Kincaid): Oh, no, okay. That's not good. Agent (Dianne Kincaid): Okay, just to hold. Okay. Agent (Dianne Kincaid): Yeah, really. What you think I was? Agent (Dianne Kincaid): Yeah, yeah. Alright, so let me what are you looking for? Let me take down the right information. I do see it looks like somebody, another agent sent the email this morning directly from Phoenix. So I have a, like a, a confirmation number and all that but let me take the, what you really want and then I can get in there and make the changes. Customer: Anything to? Customer: That before, but, yeah. Customer: Alright. Let me put you on speaker here. You know what I could do you want to give me your email address? I can send you the exact instructions I sent Lauren with cabin number preferred and everything. Yeah, what's your, what's your? Agent (Dianne Kincaid): Oh, perfect. Yeah, yeah. So it's Diane with two Ns-D-I-A-N-N-E. Agent (Dianne Kincaid): @ablistravel.com. Customer: Dianne. Customer: Computer doesn't want to be. Customer: Be B-I-A-N-N-E at have. What? Customer: And I even copied so I can paste. Yeah, I got it. Agent (Dianne Kincaid): At Ablis travel. Agent (Dianne Kincaid): Oh, okay. Customer: Yeah, here's exactly what I sent you can ignore the top part. Agent (Dianne Kincaid): Okay. Customer: Okay, here you go Dianne you can tell me if you get it. Customer: I appreciate this. I'm kind of a nervous melly about having exactly the cabin I want, and I couldn't believe that some of the better cabins were already gone. I guess it's a, it's a too lip time cruise and I guess the book so fast. Agent (Dianne Kincaid): Sure. Agent (Dianne Kincaid): Oh. Agent (Dianne Kincaid): Yeah. Yeah, they certainly do. Okay, yup, I received it now so I will go in and make those changes I'll email you an updated invoice showing the correct information and then. Customer: Yup. Customer: And then it, and it's, and it's no problem, to be a hold until I give a alarm my credit card on Monday or Tuesday, yeah. Agent (Dianne Kincaid): Correct. Yeah. Yeah, that's not an issue at all. So I will get that over to you if you have any you know, problems or if something isn't right with this one, definitely give me a callback and you know, we'll get it taken care of for you. Customer: Okay, I just, I put a list of, like, three cabin numbers which you're, which you're okay with me and order a preference. And just look at it, make sure it says 2026 April 13th for the San, make sure I'm, make sure I'm not drinking something, huh. Agent (Dianne Kincaid): They put the, okay, two looks ton to light two lips and belt them to lights round trip Amsterdam. Okay. Agent (Dianne Kincaid): Okay. Customer: Thirteen. It's it did to say thirteen April 2026? Agent (Dianne Kincaid): It does, yup. Customer: Good, I don't know how we got fourteen of 25 but whatever, okay, okay, and, and you can fix that and, and it is just a hold obviously. The wrong, the wrong one is just a hold also. Yeah, can't, it can't be money cause she doesn't have that credit card. Doesn't have the V. V., yeah, yeah, alright. And the hole will be good. The whole will be good through the week through a couple of days, you think. Agent (Dianne Kincaid): Yup. Agent (Dianne Kincaid): Correct, yup. Agent (Dianne Kincaid): Alright. Agent (Dianne Kincaid): Yeah, definitely. I'll make sure of that. I mean, I'm just now looking, getting in there but I'm sure I mean, they usually hold it for at least three days, you know, is sometimes even longer so and and since it's it is 855. Customer: Okay. What's your, what's your direct number? What's your direct number in case you have a? Agent (Dianne Kincaid): 334-9061. Customer: Alright. Thank you very much. And if there's any problem with those three cabins email me or whatever, you go all set my phone, I guess. Agent (Dianne Kincaid): Yeah, yup, I sure do. Alright, thank you is good talking with you have a great weekend. Customer: Ess. Thank you, Diane. Customer: Thanks, bye. Agent (Dianne Kincaid): Bye-bye.