Edward Goodman · Sep 15, 2025 ยท 3:07 PM
Inbound · 04:16 · Planner: Sam Moya · +13015185426
“I've only used air in conjunction with cruise to get the rebate, but I wanted to see if you guys could do me better than I can find myself.”
Lauren should proactively reach out to Edward within 24 hours with specific airfare quotes for his three passengers, grounded in the Celebrity cruise dates he has booked, to demonstrate Pavlus's competitive advantage before he books elsewhere.
Full analysis
What happened
Edward Goodman, an existing Pavlus customer, called inbound to request airfare quotes for a family trip with three Celebrity Cruise cabins already booked for next year. He explained he typically uses Pavlus air in conjunction with cruise bookings to get rebates, but wanted to see if Pavlus could beat independent airfare pricing he'd found. He was concerned about refundable fares with penalties and price volatility. Sam transferred him to Lauren (his planner), but Edward expressed frustration that Lauren is difficult to reach by phone, suggesting this has been a recurring issue.
Emotional read
Edward started engaged and hopeful, explaining his situation clearly and asking specific logistical questions. His tone shifted to frustrated when he mentioned Lauren's unavailability, noting 'she didn't answer the phone one percent of your time.' He remained polite but the frustration with past access issues is evident.
Emotional arc through the call
Started constructive and detailed, gradually becoming frustrated as he realized he would be transferred and alluded to recurring difficulty reaching Lauren.
How customer sees Pavlus
- positive · referred to himself as 'a frequent customer of Lauren Reson burger' and acknowledged Pavlus offers value through rebates on air
- negative · frustrated that Lauren 'didn't answer the phone one percent of your time,' implying chronic unavailability
Process friction
- customer reports difficulty reaching his assigned planner Lauren by phone
Value perception
Edward believes Pavlus offers rebate value when bundling air with cruise bookings but remains skeptical they can beat independent airfare shopping. He stated 'I know you guys have said you can at least do that but I thought it was worth a try.'
Customer behaviors
comparison-shopping airfare independently before contacting Pavlusseeking validation that Pavlus can beat market ratesmonitoring airfare price movements and trendsconsolidating air and cruise bookings for rebate purposesrequesting transfer to specific planner rather than working with available agent
Topics & signals
| Topics | air fare quotescruise air add-on pricingrefundable vs non-refundable faresairfare timing and price volatility |
|---|---|
| Cruise lines | Celebrity Cruises |
| Buying signals | has three Celebrity cabins already booked for family trip next yearproactively calling to request airfare quoteswilling to consider Pavlus air if pricing is competitive |
| Objections | concerned about refundable airfare penalties and price increasesskeptical Pavlus can beat prices found independentlyfrustrated with prior difficulty reaching Lauren by phone |
Analyzed 2026-05-28 04:40:50 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,560 chars)
Agent (Sam Moya): Thank you for calling pads travel air department, Sam speaking. How may I help you? Customer: Hi, Sam. You said your name is Sam? Agent (Sam Moya): Yes. Customer: Hi there, my name is Edward Goodman and I'm a frequent customer of Lauren Reson burger in your line and your company and but I've only used air when in conjunction with Al in order to get the rebate. However, I was looking to see if you guys could find a fair that would be better than what we're finding. Should I give you my reservation number? I'm taking three, I have three celebrity cabins for a family trip next year that have been booked and I wanted to see if you guys could do me any better on there then I can find myself. I know you guys have said you can at least do that but it's, I thought it was worth a TryCAN you help me Sam. Agent (Sam Moya): Okay. Agent (Sam Moya): Mm-hmm. Agent (Sam Moya): So are you wanting to book the air through celebrity or are you wanting to book the air through or just the quotes. I do apologize, just the quotes through. Customer: No, I want to quote through, want a quote from. Customer: Has no, they're refundable but with a penalty and we don't want any penalty Ty their penalties as you get closer in and we don't want any parent. So I could buy it from the airline but then I'm at it myself cause the price went up yesterday but may be able to go back down I think peers tend to go down on Tues about a lot of time but I just thought I'd get see if you had anything can I, if I give you my flight? Should I give you my flights or, or what you, or do you need the reservation numbers for celebrity, what do you need to start? Agent (Sam Moya): Right. Agent (Sam Moya): Right. Agent (Sam Moya): Oh. Agent (Sam Moya): So for air through Pavlus, you actually would go through Lauren, the travel planner just because she's the sales. So you go through air, when you're getting air through at let's say if you're wanting to do it through celebrity I could provide you with the quote but Lauren is going to be the one who would provide you the quote through pad list. So let me get you transferred over to her. Customer: Yeah, but she didn't answer the phone one percent of your time. So, I'm gonna have to leave a message and if I want the information. Customer: Okay. Agent (Sam Moya): Bear with me a moment let me check to see if she's available. I'll get her on the phone and if not then I will get you transferred over to somebody else, okay? Customer: Sure, thanks for your help. Agent (Sam Moya): Okay, my pleasure. One moment.