Kevin Rose · May 22, 2025 ยท 5:51 PM
Outbound · 12:54 · Planner: Pam Chavez · +17752246283
“I definitely look to be interested in the airfare because I've been looking at it and it's like you know you go on united or somebody, and it's freaking cooks.”
Send Kevin a formal booking quote for the September 11th Tauck South Africa Elegant Adventure (30-person classic group, $13,990 per person + $769 insurance) with Gift of Time included, and separately price business class roundtrip airfare from Houston to Capetown departing September 11 and returning October 30; request 24-hour deposit confirmation to secure the tour and lock in promotion.
Full analysis
What happened
Kevin called Pam to finalize a Tauck South Africa safari for September 2026. He had already called Tauck directly that morning and received pricing, but wanted to confirm details with Pam. The call centered on reconciling conflicting price quotes (Tauck quoted $14,990 classic vs $15,007.90 small group), clarifying group size differences (24 vs 30 people), and understanding vehicle capacity concerns. Pam explained the pricing variance and confirmed the September 11th classic group departure at $13,990 per person was available. Kevin committed to the tour, agreed to $769 insurance per person, and asked Pam to secure the deposit and obtain a formal quote. He also requested that Pam look into business class airfare for October 30th return flight. The call ended with Kevin ready to proceed pending receipt of the written quote.
Emotional read
Kevin is engaged and collaborative throughout, using casual language ('Shit fire', 'freaking crazy') but never hostile. He expresses confidence in Pam's expertise and appears familiar with her, asking about her sister's trip. His tone shifts from inquisitive problem-solving (comparing prices, asking detailed questions about group size) to decisive action-orientation by call end.
Emotional arc through the call
Kevin remained consistently upbeat and collaborative, moving from fact-checking mode (confirming Tauck's pricing with Pam) to committed buyer mode (agreeing to deposit, insurance, and asking Pam to execute bookings).
How customer sees Pavlus
- positive · Kevin has many existing bookings with Pavlus and treated Pam as a trusted advisor, asking her to confirm and clarify Tauck's pricing rather than relying solely on the tour operator
- positive · Kevin appreciated that Pam could offer Gift of Time promotion even beyond what Tauck advertised, noting Pavlus has promotional flexibility
Process friction
- customer received conflicting pricing information from Tauck directly ($14,990 and $15,007.90) versus what Pam quoted ($13,990), creating confusion that required clarification on the call
Value perception
Kevin implied Pavlus adds value by securing promotional offers (Gift of Time) and negotiating airfare deals that beat retail airline pricing (he noted United was charging $15,000 one-way, calling it 'freaking crazy'). He also valued having Pam verify and clarify Tauck's direct quotes.
Customer behaviors
price-comparison shopping against direct Tauck bookingseeking validation of pricing and tour details already researched independentlyasking detailed logistical questions about group composition and vehicle capacityready to commit and execute booking pending written confirmationleveraging agent expertise to explore ancillary services (insurance, airfare)deferring final airfare commitment pending agent pricing research
Topics & signals
| Topics | Tauck South Africa safari pricingBusiness class airfare from Houston to CapetownKensington private tour in DubaiTrip insurance optionsSmall group vs classic group tour comparisonGift of time promotion |
|---|---|
| Destinations | South AfricaCapetownDubaiLondonHoustonJohannesburgAfrica |
| Cruise lines | TauckKensington |
| Buying signals | committed to September 11th Tauck South Africa Elegant Adventure classic group touragreed to purchase trip insurance at $769 per personasked agent to proceed with deposit and bookingrequested airfare pricing and booking for October 30th return flightconfirmed interest in Gift of Time promotion for tour |
| Objections | concerned about large group size affecting safari vehicle experiencesurprised by high business class airfare costs from US to Africauncertain about pricing discrepancies between small group and classic group optionsquestioning whether tour pricing varies by month (September vs October) |
Analyzed 2026-05-23 06:23:08 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (16,155 chars)
Customer: Pam, how you doing? Agent (Pam Chavez): Hey, Kevin I'm doing okay, thank you. How are you? Customer: Good. Hey, question for you. Has your sister or sister's gone in that to safari yet or they go Nicky? Agent (Pam Chavez): They're going, they're going October 11th or something to that effect. Customer: Yeah, when I talked to you were gonna try to see if they want to break up their trip, like, you know, go to for a couple of days, are they doing that? Where are they going to London? Yeah. Agent (Pam Chavez): Yes. Agent (Pam Chavez): Yes. Agent (Pam Chavez): One of them is and no, you know what she's doing and this is really quite an interesting situation here because I know, you know, how expensive business class or line tickets are but what they're doing this is the Donna. This is do you met on the river cruise. They're going to, they're gonna leave go from Albuquerque to Houston on united Houston to spend four days in Deby and then go to Capetown on business class and then come back Capetown by, by Houston and then united, from Houston back to. But the interesting thing about that Kevin is, as I say, I know you know how expensive airlines business class tickets are but that. Customer: Yeah. Customer: Yes, yup. Customer: Yeah, yeah I know don. Yeah. Customer: Yup, yup. Customer: Wow, yeah. Customer: Okay. Oh, yeah. Customer: Yeah. Customer: Yeah. Customer: Oh, yeah. Yes, I know. Yeah, you tell me, tell me something good. Okay. Agent (Pam Chavez): Yeah. Well, that flight from, actually their, 27th of September, the 15th of October Tober. I didn't realize that. Wow. Okay, so the business class, airline ticket on mers mind you Ms. this is like, you know, it's probably a trip in itself. Customer: Yeah, oh, wow. Customer: Yup. Customer: Which is a high do I be cutter? Yeah, yeah, they're first. They really first. Clemming. Agent (Pam Chavez): Yeah, 70071381 for the to go to Africa from Houston about round trip. Yeah. I know. So, it was, yeah, Houston by, by, Capetown Johanna burg to by, to by Houston. 779-0000 business class. Yeah, I just did it for somebody else the other day too because not really beat that. Customer: Leming and back and that's coming from Johanna. Back to dam. Customer: You gonna be able to give me that. Yeah, and that's all business, that's all business. Customer: Shit fire. Customer: Yeah, did it come, did it come out the same price or different? Yeah, cause this is what I wanna do, we want to do a tauck safari and $2,026 and you know, and I'm, you know, I'm looking at error, you can look at it, you know. Just put some Fage dates in there, and, and it's, yeah, and it's expensive as cock out who obviously. Agent (Pam Chavez): Pretty close you come out with uh-huh. Agent (Pam Chavez): Uh-huh. Agent (Pam Chavez): Right. Agent (Pam Chavez): But you and I'm gonna, I'm gonna mention this too, too. This last one that I did for these guys are doing the same thing Houston to buy Capetown Jonas cause they're doing the same tour but they're doing it in February of next year there business class 708201 and you get to add. Customer: Yeah. Customer: Yup. Customer: Yeah, yeah. Customer: Are they, is there a, is there a layover and buy with one of those airlines? Are they doing it on their own? Agent (Pam Chavez): Oh, what do you mean a layover as in something to do or? Customer: No, that what, yeah, no. One of the airlines way back when if you flew through them, they would pu up at a hotel for like a night or two. As part of the stupid, you know, ticket price. Maybe they don't do that anymore, okay? So what is the people that go on, on the one you just did, are they gonna spend any time in by, or they just connecting and by? Agent (Pam Chavez): I've not yeah, I've not heard of that. Yeah. Agent (Pam Chavez): Uh-huh they are. They're going to be there from the fourteenth to the nineteenth and they booked a Kensington tour. No, no, these are the second people that I did this on cause I mentioned it to them and, and, and he was like, oh, that hits like two locations that we really want to go to and like I say, I mean, emm it says a trip in itself just to do that in business class. Customer: Is that to your sister or, oh, yeah, okay, yeah, yeah. Customer: Yeah, which what's your, yeah, what's don I gonna do and Toby I, they got something lined up. Agent (Pam Chavez): Basically, not necessarily I have a cousin that actually lived in Abo Dobby very familiar with Duby so he's just gonna coach them as to what to do when they get there they are you know, they book their own hotel and, and they're just gonna kind of figure out what to do when they get there. Which I'm sure you can with the, excuse me, with, with the concierge or, or anybody over there. Customer: Okay. Customer: Oh, shit. Okay. Okay. Customer: Okay. Yeah. Okay. Oh, yeah, I'm sure there's sort of. Customer: Yeah, our wat, whoever they, what are they Kensington people are gonna do, are they doing a Kensington? Are they doing a, a far with Kensington, or are they doing something in divi with Kensi. Agent (Pam Chavez): Yeah. Agent (Pam Chavez): No, the, what was I gonna say the. Agent (Pam Chavez): These new people that I sent, they're going to buy and Kensington is doing there five days and Deby for them. Customer: Yeah. Customer: Oh, okay, cause I have a friend who just booked a Kensington safari. She was telling me about it. Agent (Pam Chavez): Yeah, and then they're gonna. Agent (Pam Chavez): Well, no, they, these guys are just doing the Duby part with Kensington, but they're doing the tauck tour, same tow tour the at South Africa Legan adventure. Customer: Yeah. Customer: Good. Okay. Yeah, okay. Yeah, okay. Okay. Well, damn. Oh, yup, okay. That's something we're looking at. Did, did you book the Kensington form or did they, did, the room, Kensington? Oh, okay, what, just give me a price. Just a guess, you don't have to be exact. Agent (Pam Chavez): Yeah. Agent (Pam Chavez): I did I it for them you. Agent (Pam Chavez): For five days and bye, and he actually called and talk to the guy cause it's a private tour, you know, just to do whatever, let's see. Customer: Yeah. Customer: Oh, okay, got it. Yeah, yeah. Private guide, yeah. Agent (Pam Chavez): They're Duby stop over, and it wasn't cheap, I'll tell you that much. It was, yeah, 6000 yeah, with insurance. 607366 but without insurance. 4785 for five days and bye. Customer: No, I know Kensington, especially the private, yeah. Yeah. Okay. Customer: Yeah, that's for per person or each, I mean or for the couple so basically $1,000 a day of person. Yeah. Okay cool, so we want to do that South Africa. Did you, did your sister do the one called elegant adventure cause they've got two of them cause that's the one I wanna do, right? Agent (Pam Chavez): Per person per person, yeah. Agent (Pam Chavez): Which is? Agent (Pam Chavez): Uh-huh. Agent (Pam Chavez): That's the one, yeah, South Africa Legan adventure. Yeah. If you're going to go to Africa and this is my personal opinion, if you're going to go to Africa, you may as well go first-class you know what I mean? Customer: Yeah, and we, and, and we want to go to cape town to go wine taste and, and do all the cool stuff. I don't want to go cheaper and, you know, just send the waterfront and not do anything. So I actually called tap this morning and ask him about the prices. Do can you pull it up real quick? Agent (Pam Chavez): Mm-hmm. Mm-hmm. Mm-hmm. Agent (Pam Chavez): Mm-hmm yup then 2026 you're talking about, yes. Customer: Yeah, we're looking at September 2026. Customer: And she said they had a couple small group departure still available? Agent (Pam Chavez): September. Oh, gosh, okay, yeah well then the second, second is limited so we might be able to get two people in to sold out eleven sixteenth is of limited twenty third is sold out. All of the small groups on the 30th of September is available. Customer: She said, she said the second and ninth but I don't know if those are both open. Customer: Yeah, yeah. That's what I. Customer: Okay, what's the? Customer: What's the prices she told me 14990 is it, but is that for the whole month? Is it? Agent (Pam Chavez): 14990 that's for classic. Customer: Oh, okay. She gave me a small group price. I don't know where she is getting her stuff from. Agent (Pam Chavez): The small group is a 150-0790 per person. Customer: Is that for everything in September or I mean, I here, I need to let me go online here, I'm screwing around, I'm asking how this stuff, yeah. Agent (Pam Chavez): Yes. Agent (Pam Chavez): Well, no, and I like Hin the 11th of September classic tours. 13990 I don't know why that's an interesting situation there, but that seems. Customer: Oh, okay, I don't either. Can I ask her what was the difference and the number of people and she said the small groups got 24. Yeah. Agent (Pam Chavez): But, but the other, but the other plastics are. Yeah, but the class, the there's that one day only the third of the 11th of September 13000 for a classic and then September 18th at $14 thousand so it's $1,000 difference and I don't know why. Customer: I know what? Customer: Yeah. Customer: I know what and I don't know why. I actually ask her that question and she says I don't know. And then I said what's the difference in group size? And she said, a small groups got 24. Agent (Pam Chavez): Yeah. Customer: And a regulars got I think thirty. Does that sound right or 3030. Okay because curious, I worried about I said if we're in a, in a vehicle they only put six people on a vehicle. It's not like a, you know, you're gonna, you're gonna gym or no, no, I mean cause I, the suffer, I think they put six people, six or eight in a vehicle, whatever the hell it is. But yeah. Agent (Pam Chavez): Mm-hmm. Mm-hmm. Agent (Pam Chavez): Oh, yeah. Oh, it's not going to be thirty people altogether. Agent (Pam Chavez): Uh-huh. Uh-huh. Customer: So, so we're looking at the 13990. On September 11th, yeah, if it's for thirty people, I don't, yeah, that's no big deal. So, yeah, okay. Yeah, that's what she was telling me and I, and I just wanted to confirm it with you. Yeah, so your sister's going in October, right? Agent (Pam Chavez): For classic group September 11th, yeah. Agent (Pam Chavez): Yeah, they are actually. Customer: Yeah, I don't know if there's any difference in September, October for Africa personal. Agent (Pam Chavez): No, I don't think you know, I don't think there is really. Customer: Arci I don't think there is cause I was waiting about time to go and they said, you know, this, you know, September, October basically the same. Okay. Yeah, let's. Agent (Pam Chavez): Yeah, they're doing October 2nd to October 14th. Customer: Oh, okay, yeah. So what's, okay one more question tauck, I know if you book something in conjunction with it, you get a discount, is that, is that right? Okay. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Mm-hmm yeah, yeah, that, well, it's not a discount. It's really not supposed to be like, verbalized yeah, yeah, if you do that. Oh, yeah, and honestly Kevin you've got so many bookings with us, that's your other item, you know what I mean? Customer: It's yeah, yeah, I know you can't give any money back, but if you, yeah, I know what you mean, yeah, but, yeah. Customer: Oh, okay. No. Okay. That's no, I hear you but I definitely look to be interested in the airfare because I've been looking at it and it's like you know you go on united or somebody, and it's freaking cooks. Yeah. They're just, they want $15,000 one way from like doles. To Capetown. Not stop and it's like that's freaking crazy. Alright. So what do I do to put a deposit on that one for the, is it September 9th? Oh, no, you did, oh, the, oh, the eleventh. Agent (Pam Chavez): Yeah. Agent (Pam Chavez): Yeah. Agent (Pam Chavez): Yup. Agent (Pam Chavez): September 9th is small group. No that's sold out. Agent (Pam Chavez): The eleventh is a classic for 13990. Customer: And you say that's gonna be thirty people, so that's what the lady told me from Tak, is that okay? Okay, yeah, okay, if you wanna, let's do September 11th. Agent (Pam Chavez): Yeah, yeah sounds alright. Agent (Pam Chavez): Okay. Customer: And I mean they have that hotel thing the gift a time or whatever the hell you call that hang. Agent (Pam Chavez): Yes, of course, we'll do that even if you didn't get the gift of time, I could offer it anyway, because we got a promotion until the end of the month, I think. But anyway, but, but yes. Customer: Okay. Customer: Oh, oh, okay. Oh, no that. Yeah, they, yeah, she said they had something until July 31st with previous passengers or something. I don't know, what the heck go. Agent (Pam Chavez): Right. Agent (Pam Chavez): Mm-hmm yeah, that's a gift of time but okay, I will call and make the book it. Do you want the insurance? Customer: Okay, yeah, okay. Customer: What? Yeah, if you could just price it she gave me a, a number and I didn't write it down, it didn't sound too crazy. Can you see it real quick? Or do you have to ask him? Yeah, you ask him man. Okay. Agent (Pam Chavez): Well, yeah, I will hold on just a second now I can tell you surprisingly they actually have all this information online, which is pretty okay, $76 no, no, no for me it's great I mean, I'm just saying but $769 per person for insurance now if we put it on the booking right away you have to pay for it with deposit. But it can be paid for up until final payment and the cool thing about. Customer: Oh, I didn't know that. Oh, for you. Okay. Customer: Yeah, yeah. Customer: Okay, yeah. Agent (Pam Chavez): Tax insurance on land tours like this. Well besides the fact, it would cover your air if independently book air if you have to cancel only for a medical reason. Customer: Yeah. Customer: Okay. Agent (Pam Chavez): So it covers that and if you had to cancel your booking they give you money back and they keep the 769 there's no file of claims or anything like that. It's nice, yeah. And it's a cancel for any reason Donna did. Yeah, cause her boyfriend Britt's mom, and dad, they're in their ties and yeah, you never know what's gonna happen. Customer: Yup. Customer: Shit no like twenty or forty percent. Yeah, is every, did your sister do that? Customer: I was gonna save, but, yeah. Customer: So, you never know what's gonna happen. Yeah, I mean, that, that's a good price, cause usually they, you know, they charge you like six or eight or ten percent of the whole freaking price, the tour. Okay, yeah, we can do the insurance if you want a price insurance, cause that. Agent (Pam Chavez): Oh, yeah, oh, yeah, mm-hmm. Agent (Pam Chavez): Okay, well let me, let me call you now and I'll go ahead and get that they secured and I can send you a quote and then we'll go from there. They usually, they usually, they usually require deposit within 24 hours when you to get the gift of time basically what their was but the air. Okay, so I don't know when that's gonna end, that's probably gonna end on fifteen days, 26th of September, something like that. Customer: Yeah, yeah. Customer: Yeah, okay, that's cool. And as far as the airfare yeah go ahead, yeah, go ahead, yeah. Customer: Okay, sure. Okay. Customer: Yeah, she. Customer: Yeah, probably. Let's see it's what, twelve days and if we go the we did the what, September 11th so, something like that 2420 fifth whatever the hell it is, I know you can't book it yet but I'm just curious if we could get the same deal that everybody else is doing, yeah. Agent (Pam Chavez): Yeah. Agent (Pam Chavez): Yeah, okay, yeah. Agent (Pam Chavez): Yeah, October 30th we can look at cause that would be from 330 from $330 from days from the return flight, so. Customer: Okay, yeah, okay. Customer: Yeah, okay, yeah, yeah, if you want to call them and, and just do whatever you do. Yeah, cool, so air October 30th. Yeah, cool. Alright Pam. Hey, I appreciate it. Alright, we'll talk to you later. Uh-huh. Bye-bye. Alright, you too. Agent (Pam Chavez): I will do that. Agent (Pam Chavez): Okay. Agent (Pam Chavez): Alrighty, sounds good, Kevin. Thanks. Okay. Thanks. Have a good, thanks. Have a good day. Bye.