Edward Goodman · Sep 15, 2025 · 3:11 PM
Inbound · 07:17 · Planner: Lauren Riesenberger · +13015185426
“if you tell me there's a 99 percent chance that it's gonna be the same fare then I won't, I won't take your time. Is it worth a try?”
Send Edward a detailed fare quote for all seven passengers on AA 66/67 (JFK–BCM, July 29–August 8, premium economy, fully refundable) within 24 hours, with a clear comparison to his online price of $15,400–$16,800 per person. Include any group or agency discounts Pavlus can secure, and confirm whether travel insurance can be bundled to address his son's potential last-minute schedule changes.
Full analysis
What happened
Edward called to ask if Pavlus could help him find better airfare pricing for his family of seven on a late-July 2025 Celebrity Cruise to Barbados. He provided specific American Airlines flight numbers (AA 66/67 in premium economy, JFK–BCM) and noted fares fluctuating between $15,400 and $16,800 per person. He emphasized the need for fully refundable tickets due to his son's unpredictable work schedule in NYC, and asked whether Pavlus could beat online rates or if he should book direct. Lauren offered practical advice about using incognito browsing to avoid airline price tracking and agreed to check fares on Pavlus's end and send pricing. No booking was made; this was a pricing inquiry with a commitment to follow up.
Emotional read
Edward started friendly and collaborative, genuinely frustrated by dynamic airfare pricing but not angry. He warmed further during the call, becoming more engaged and even joking with the agent about eyesight and ChatGPT. He remained practical and methodical throughout, seeking specific help without being demanding.
Emotional arc through the call
Edward started cautious and transactional, gradually warming as Lauren offered practical fare-tracking advice unrelated to booking, shifting to a more collaborative and even playful tone by the call's end.
How customer sees Pavlus
- positive · asked if Pavlus could provide value by finding competitive fares, suggesting he sees them as a potential resource for better pricing than booking direct
- neutral · no explicit comment on the agency's brand, process, or prior experience with Pavlus
Value perception
Edward was open to the possibility that Pavlus could add value ("I just wondered if I gave you some flight numbers, what kind of a fair whether pat with how many different fairs than what I'm finding online"), but made clear upfront that if Pavlus could not beat direct rates or offer a meaningful difference, he would not want to waste the agent's time.
Customer behaviors
comparison-shopping against American Airlines direct bookingseeking validation that agent can beat online rates before committing to consultationdeferring decision pending spouse and son's schedule confirmationresearching incognito browsing tactics to monitor faresasking specific follow-up questions about technical tips
Topics & signals
| Topics | airfare pricing for group of 7refundable flight optionstravel insurance considerationsfare monitoring strategiespremium economy seating |
|---|---|
| Destinations | New York (JFK)Barbados (BCM) |
| Cruise lines | Celebrity Cruise |
| Buying signals | actively shopping specific flight numbers and datescommitted to late July 2025 travel with seven family memberswilling to pay premium for refundable fares for flexibilityasked agent to check pricing and compare to online rates |
| Objections | airfare prices fluctuating daily and concern about timingrefundable fares add $2,500 cost but daughter insists on flexibilityson may need to arrive late due to work commitments in NYClimited premium economy availability driving prices higher |
Analyzed 2026-05-28 04:40:09 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (7,134 chars)
Agent (Lauren Riesenberger): This is Lauren. How can I help you? Customer: This is Ed. Good man. How are you my friend? Agent (Lauren Riesenberger): I'm good. How are you guys? Happy Monday. Customer: Happy Monday. Okay, so here's my deal. I was looking at the airfare for our this the family seventh celebrity cruise for seven people next year and I'm a little frustrated online cause it looks like the pairs keep going up and it's the cruisers until we aren't traveling till late July next year. So, I'm sure they make can go up and down a hundred times. But I just wondered if I gave you some flight numbers, what kind of a fair whether pat with how many different fairs than what I'm finding online with American or if you tell me there's a 99 percent chance that it's gonna be the same fare then I won't, I won't take your time. Is it worth a try? Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): Yeah, what are the, what are the flight details? Customer: Yeah, we wanted to go all seven of us on the twenty ninth of July on American, six PLA 66 in premium economy from JFK, the barks and then we want to come, so we want to leave getting a couple of days early before the cruise. So we leave on July 29th arrival in the morning at the thirtieth and then coming home, we come home on the day, the cruise and the July 8th actually August eighth of twenty. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): August 8th, okay. Customer: Yeah, and I, they had a loaf and we want to do re fully refundable. So I know that it adds about $2,500 for $7. Customer: My daughter insist we do everything's fly fund as far. Agent (Lauren Riesenberger): Wow. It's, It's it's a lot more but also god forbid you guys would have to cancel, you don't just have credit you get your money back. So that's yeah, yeah. Customer: Si, right. And, and my wife and, you know, and, and my son in loves to working and he had, had a high pressure job in your city, in New York City. And it's, yes, and I know that we did but we did buy some flight insurance, but I need some travel insurance with in theory for work reasons. But I just wouldn't have the flex. The other thing is that he could end up having to change and come in a day late or something, you know. So. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): Never. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): What's the return flight number that you're looking at? Customer: 67 going on flight 66 returning on 67 leaving on July 29th the arrival on the thirtieth and then coming home on the 8th of August. Again, round trip JFK to BCM. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): You got it. Customer: We're non-stop SAS living in New York. Agent (Lauren Riesenberger): Perfect. Okay. Yeah, let me take a look and so it kind of gives you an idea. What were they, what were you coming up with? Customer: We had a 16800. Agent (Lauren Riesenberger): Okay. Customer: It was $15,400 until give or take and so I went to book it and then suddenly at 2:00. Yes, I need it went up but sometimes fares to get down on Tuesday so maybe it'll go down late. I just take, buy it and, and if five by seven seats Warren from American. And in the section a premium Tim, it only has host thirty people. I will never know, you know, if it's refundable you could always, you know, redo it and get the lower price but I'll bet you with five by seven feet, that's gonna raise the price anyway. Agent (Lauren Riesenberger): Okay, that's. Agent (Lauren Riesenberger): Yeah, and if you look, if you look and do you. Agent (Lauren Riesenberger): Probably less availability, less availability they'll Jack up the price also you know, this trick go to. When you're looking I use Google but I go, I check all the time I go to incognito. So, they if you want to keep checking they can't track that and then you know, you may be able to book it with the lower fair. I've done that before. Customer: Anyway, yeah. Customer: Exactly, exactly. Customer: How do you do that? Agent (Lauren Riesenberger): So, you should just be able to go to Google like even on your phone and it just, it's like you click it like incognito, and it turns kind of like it black so they can't really track you. Let me see. Agent (Lauren Riesenberger): Go to like, your iPhone, and then if you go to Google and use search, I don't know Buffalo bills or something at the bottom, it just says incognito mode, and you want to click on that. Customer: Really and that's, and using which search engineer doesn't matter. Agent (Lauren Riesenberger): I use Google that's Google for me. But if you go to do that, then you could go to the delta or American and it won't see that you're looking at flights cause they track all the V-P-Ns and they know all that stuff. This it's like hidden. Customer: So, I, so I just don't know how to, how to do it incognito, so you're saying just go, I'm doing it on my computer. I don't have an iPhone, I have an Android, but I'm just trying to figure out. Agent (Lauren Riesenberger): Okay, so go to, okay, so if you're okay, you don't see, hold on. Agent (Lauren Riesenberger): Okay, so if you're still in Google, let's see. If it tells you. Let's see. Agent (Lauren Riesenberger): Let's see where. Agent (Lauren Riesenberger): Hold on. I have settings. Customer: Use a tool. Agent (Lauren Riesenberger): I do it on my phone. Customer: I need to see what you get. Agent (Lauren Riesenberger): Let's see. I know. Well, I'm used to using my phone. Not my computer, my lap my desktop for it. Customer: Interest again. Yeah, but you've got young eye, you don't have who eyes like. Agent (Lauren Riesenberger): Google. Okay, but there's an. Agent (Lauren Riesenberger): I do have all eyes, I had to get them done because I have all eyes. Customer: Cataract. Agent (Lauren Riesenberger): No, I just had really my parents have bad eyes and I had to get them done right when I got my divorce, I got late sick. So now I can see I'll ask how to do the incognito of your desktop. I'm not sure I always do it like I said off my phone but I'll let you know that's a way to do it. Customer: I could try chat, I could try ChatGPT. Don't usually tell you. Agent (Lauren Riesenberger): Yeah, what would we do without that or I do Google me and Google or best rounds. Agent (Lauren Riesenberger): Alright. Well, let me take a look at the flights, I will let you know and then and. Agent (Lauren Riesenberger): You kind of wanna make a decision. Customer: You, okay, it says here on edge control shift and on Chrome is control shift and with a different thing. Interesting. Alright, I will stay to for that and you know, don't make any reservations draining we're just pricing rain. Agent (Lauren Riesenberger): No! Yeah, absolutely, will do. I'll send you what we got we can do for you. Customer: Appreciatively. Agent (Lauren Riesenberger): Alright, sir. Take care. Have a good one. Bye-bye. Customer: Thanks, bye. Oh.