Richard Kaban · Dec 27, 2024 · 8:22 PM
Inbound · 04:33 · Planner: Jessica Folkner · +19177713461
“I noticed when I went online and looked at it, they have me down as land only not air, and it doesn't make sense.”
Donna should (1) confirm the current booking details and pricing tier in the system, (2) explain why 'land only' was selected instead of air-inclusive, and (3) process the change to air-inclusive if appropriate, or clarify the pricing logic if there is a valid reason. Provide written confirmation of the modification.
Full analysis
What happened
Richard called to reach his travel planner Susan to address a booking issue: his tour package is listed as 'land only' when he believes it should include airfare. He noticed the air-inclusive option is only $200 more than the land-only price in the vendor's catalog, making the current booking appear like poor value. He was unsure whether to request the change through Pavlus/Susan or contact the tour operator directly. When Susan was unavailable (on vacation until the 2nd), Jessica transferred him to another agent and then to Donna to process the modification.
Emotional read
Richard sounded mildly frustrated or confused about the booking structure and unsure of the correct process to make changes. His tone was cooperative but somewhat exasperated ('Oh, boy') when learning Susan was unavailable. No significant frustration with Pavlus emerged, but uncertainty about next steps was evident.
Emotional arc through the call
Started slightly confused and frustrated when Susan was unavailable, but cooperated smoothly with transfers and remained engaged throughout.
How customer sees Pavlus
- neutral · customer acknowledged that vendors sometimes require changes to be made through the booking agency rather than directly
- neutral · customer was open to working with another Pavlus planner when Susan was unavailable
Process friction
- customer was uncertain whether to request booking changes through Pavlus or directly with the tour operator
- customer had to be transferred multiple times (Jessica → hold → Donna) to get help with modification
Value perception
Richard implied concern that his current 'land only' booking may not be the best value, noting that air-inclusive is only $200 more in the vendor catalog.
Customer behaviors
seeking clarification on booking structure and pricingcomparing published catalog prices to his booking detailsrequesting a booking modificationdeferring final decision pending agent guidance on best process
Topics & signals
| Topics | booking modificationair vs. land-only pricingpassport information submissiontour operator coordination |
|---|---|
| Cruise lines | Viking |
| Buying signals | already booked a tour with Pavlus through Susanactively reviewing booking details and considering modifications |
| Objections | unclear whether to modify booking through Pavlus or directly with tour operatorconcerned about pricing discrepancy between land-only and air-inclusive options |
Analyzed 2026-05-28 02:37:08 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,590 chars)
Agent (Jessica Folkner): Thank you for calling guest relation travel, this is Jessica. How can I help you? Customer: Yeah, hi, my name is Richard can and I would like to speak with Susan and vendor if she's in today? Agent (Jessica Folkner): Alright, let me see if I can get her on the line, one moment, Richard. Customer: Okay. Customer: Okay, thank you. Agent (Jessica Folkner): Richard, it looks like Susan is on vacation until the second. Did you want to speak with another travel planner with some questions or is there something I can help you with? Customer: Oh, boy. Okay. Customer: Alright, so we booked with the, Susan through, Susan we booked on an tour and one of the things they asked for they sent it to her to, and was that they wanted our passport information because they need to have I guess that information from when they're booking flights and stuff like that but I noticed when I went online and looked at it, they have me down as. Agent (Jessica Folkner): Mm-hmm. Customer: Land only not air not including airfare re, and it doesn't make sense because the. Customer: If you look at their catalog, their price including land N-A is, is about $200 less than if I don't include air. So, I wanted to make a change and I don't know whether I should change it through Susan and through you guys. And then you guys do it to, I should just Oly directly and do it. I'm not sure which way to do it. I, you know, the easiest way. Agent (Jessica Folkner): Mm-hmm sometimes the vendors like ose or Viking region, whoever, because you booked through us, sometimes they make us do it for you. So if you don't mind, let me get another travel planner cause they'll be able to do exactly what Susan can do in regards to that. So let me put you on a brief hold and this is Oday. If you have your booking in front of you, is it 575633. Customer: Yeah. Customer: Yeah, okay. Customer: Yeah, okay. Customer: Okay, okay. Customer: That's the reservation, yeah. Agent (Jessica Folkner): Alright, perfect. Let me put you on hold and I'll get another agent for your assistance, okay? Customer: Okay, thanks, yeah. Agent (Jessica Folkner): My pleasure, one moment. Agent (Jessica Folkner): Alright, Richard, I'm gonna send you over to Donna. Customer: Okay. Agent (Jessica Folkner): If you're not already aware, make sure you ask her about a referral program. Okay. Customer: Referral program okay I'm aware of it yeah if I refer somebody yeah, yeah I know thanks. Agent (Jessica Folkner): Okay, perfect. Alright. Agent (Jessica Folkner): Alright. Let me send you over to Donna. Customer: Okay.