Jo Blair · Jun 13, 2025 ยท 2:29 PM
Inbound · 07:37 · Planner: Guest Relations · +17273009537
“She said she would do it when she could get to it, and that wasn't today. Today's the thirteenth, I don't have a lot of time.”
Call Sharon immediately to revert the airfare back to the original $1,099 air option and calculate the corrected final payment balance. Call Jo back within 1 hour with the confirmed balance and accept payment by check; simultaneously contact Viking to confirm what onboard credit ($400) can purchase (retail stores, spa, excursions) and share findings with Jo's sister.
Full analysis
What happened
Jo called because final payment was due today but her travel agent Sharon had unilaterally changed their airfare to premium economy without approval, and Sharon has been unreachable for days despite Jo's text request to revert it. Jo wanted to pay by check to save the 3.3% fee and needed confirmation of the correct balance before payment. Anastasia offered to contact Sharon directly and have someone call back with the corrected balance before charging; she also committed to researching onboard credit options with Viking on behalf of Jo's sister. Two action items remain open: Sharon must revert the airfare change and provide the corrected balance, and Anastasia will follow up with Viking regarding onboard credit ship stores eligibility.
Emotional read
Jo started frustrated and impatient due to Sharon's unavailability and the looming payment deadline, with some urgency ('I've got a busy day'). After Anastasia acknowledged the problem and committed to action, Jo's tone warmed noticeably, ending the call grateful and appreciative ('I really appreciate that. Thank you very, very much').
Emotional arc through the call
Jo began frustrated and impatient due to unavailable agent and time pressure, but warmed considerably as Anastasia acknowledged the problem, took immediate action, and committed to finding answers rather than guessing.
How customer sees Pavlus
- negative · Sharon, my travel person, has not been available and changed our airfare to premium economy without our approval; I texted her a few days ago and she still hasn't resolved it
- positive · Anastasia was helpful and transparent, saying 'I'll be fully transparent' about not knowing onboard credit policy, and committed to finding out the answer rather than guessing
- positive · appreciated Anastasia's willingness to call Sharon immediately and follow up with Viking; said 'that's very kind of you, I really appreciate that'
Process friction
- travel agent Sharon made unilateral airfare change without customer approval or confirmation
- travel agent Sharon remained unavailable for several days after customer texted requesting correction
- automatic final payment charge set to process without customer confirmation of corrected balance
Value perception
Jo did not explicitly state a view on Pavlus's value versus alternatives. However, her willingness to work with the agency to correct the issue and her gratitude when Anastasia took action suggests conditional confidence: she trusts the process when the agent is responsive and transparent.
Customer behaviors
escalating to guest relations after travel agent was unreachableproactively seeking payment method that saves money (check vs credit card)verifying booking details and payment amount before committing fundsdeferring final payment decision pending balance confirmationasking secondary questions on behalf of travel companion (sister)
Topics & signals
| Topics | final payment processingairfare downgradepayment method preferenceonboard credit usage |
|---|---|
| Cruise lines | Viking |
| Buying signals | booking is confirmed with suite and drink package already purchasedready to make final payment of approximately $22,051 todayinquiring about onboard credit redemption options for upcoming cruise |
| Objections | upset that travel agent Sharon unilaterally changed airfare to premium economy without approvalfrustrated Sharon has been unavailable for several days despite text inquiryconcerned about being charged correct balance before payment due todaywants to pay by check to save 3.3% processing fee, avoiding automatic charge |
Analyzed 2026-05-28 18:11:01 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (6,727 chars)
Agent (Anastasia Thomas): Les travel, this is anna station guest relations. How can I help you today? Customer: Hi, anesthesia. Yes, this is Rena, ray and I, Mike and cruise final payment is due today but I, Sharon is my travel person but she's has not been available, and she had changed our airfare to premium economy and we were just inquiring about it but I talked to our friends and we do not want it. So I'm not sure what my total is but I also wanted to pay by check so I can save the 3.3 percent. Agent (Anastasia Thomas): Okay, I can help you with that. What is your booking number please? Customer: It is, 878-1603. Agent (Anastasia Thomas): Alright, thank you. Agent (Anastasia Thomas): And I've got that coming up now. Customer: I know. I text her a few days ago and ask her to straighten out and she hasn't. So, I thought well, today's the thirteenth it's due on the thirteenth I've got a call. Agent (Anastasia Thomas): Okay, got it. Oh, I was just saying that I had it coming up like loading in our system now. So, let me just see. Agent (Anastasia Thomas): I'm getting it to the fully open up here. Agent (Anastasia Thomas): Okay. So I believe I heard you say that you did not want premium economy air, is that right? Customer: Correct. Agent (Anastasia Thomas): Okay. Did you want air with Viking at all or did you want? Customer: Yes. So, if I want my original, my original thing that I made, I was just calling inquiring about it, and then she switched it. Agent (Anastasia Thomas): Okay. Customer: So, I just wanted to go back to my original everything I originally had. Customer: Yeah, I had air on here, so we had air that was 1299 and we got an air discount of $300, so it was $1,099. Agent (Anastasia Thomas): Okay. Customer: Something like that. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Got it, okay. So for final payment that I can absolutely help with to switch things back to the way they were. I'll need to have Sharon do that. So let me do this, I see she's here. I can try her line now and see if she's able to talk with you. And help get this changed now it'll be just. Customer: Well, this is, I've, okay, I've got, this is the email I got that so, I can call this number, and it said out as of today, it'll be automatically charged or $22,051 but so, if I do an E. checke, we get 3.3 percent discounted off that. Agent (Anastasia Thomas): Yes, that is correct. So yeah, we can absolutely do the E. E., it's just we don't want you to pay for it before we fix it. So I just. Customer: Is that true? Customer: I didn't want to either. That's why I text her and said, you know, when you get on this and she says, you know, when she can get to it. Agent (Anastasia Thomas): Okay, so she texted back. Customer: She said she that's exactly for she would do it when she could get to it. And that wasn't today that's been a few days ago and so today's the thirteenth I don't have a lot of time to spend on this. I'm kind of busy day but I wanted to get this paid to work. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Oh, okay. Agent (Anastasia Thomas): Yeah, okay. Yeah, I understand. Okay. So we'll do two things then I'll go ahead and add the banking information that you'd like to use once we get it corrected for you and then I will go ahead and let you get to your day. I'll talk to. Customer: Well, I would like to know what my balance is and be satisfied with what the balance is. Before I do that, we're talking twenty some $1,000. Agent (Anastasia Thomas): Yeah, we're not going to. Yeah, I can understand that. So, I apologize that I wasn't clear we will make sure that we let you know what we're going to charge before we charge it. So, the reason that. Customer: Well you can. Customer: Yeah, so why don't you talk to her and have someone call me back when you have a balance? Agent (Anastasia Thomas): Okay. Yeah, we can do that. Alright, I'm going to talk to her right now and in the meantime any other questions for me or anything else I can help with? Customer: No, that's the main thing is just to put it back to where it was and you don't want to do our final payment. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Alright, understood. Alright, I'll give her a call now. Customer: Okay. Just to my sister, has a question for you. Heran. Agent (Anastasia Thomas): Okay. Customer: We have this onboard credit. What do we, what can we do with that onboard credit, because we have a suite, we already have the drink package, we already get a discount. So, what do we get for our money? What do we do with that money? Agent (Anastasia Thomas): Oh, okay. Yeah, it's for anything on board. So let me see here with Viking the other options that are available. Let's take a look. Agent (Anastasia Thomas): Any short excursions that are not included that would cost extra, you could apply it towards that. That would certainly be one of your options. Customer: For uh-huh. Customer: So, short versions. Do you have a store on board that we could use the money to buy a gift or anything on board? Agent (Anastasia Thomas): I'm not certain king, yeah, I'm not saying that they have gift shops on board but let me just see let's see here. Give me one moment. Customer: Sues. Customer: It's like 400. Agent (Anastasia Thomas): There certainly our spa options available, so you could apply it towards that. I'm looking at the other items. Customer: You're right but you want to know what the options are. Okay, do you don't wanna write me it on? Okay, so but you have there is a store you can use that money for. Agent (Anastasia Thomas): Well, I see a saw and then. Customer: So I'm sending you don't have you can't buy a t-shirt on this place, so you don't, they don't have like a, you don't have a ship stores, what you're saying? Agent (Anastasia Thomas): Well, I'm not it. So I'll be fully transparent. I don't know that's the short answer but I can find out and I'll be happy to do. So, so why don't we do this? Let me go ahead and get in touch with Mike. I not exactly what the onboard credit can be used for rather than just what I know for sure, what I can find on their site. I'll just give him a call talk to one of the experts. Customer: Okay. Customer: Well, that's very kind of you, I really appreciate that. Thank you very, very much. Agent (Anastasia Thomas): Yeah, yeah, it's my pleasure. So, and so I'll first start off the doc is Sharon so that we can correct the reservation and then I'll talk to Viking. I'll get you some more information and we'll go from there. Customer: Alright, thank you so much. Agent (Anastasia Thomas): It is absolutely, my pleasure. Thank you for calling and enjoy your day. Customer: Okay, thank you. Bye-bye.