Edward Goodman · May 2, 2026 · 3:02 PM
Inbound · 09:50 · Planner: Guest Relations · +13015185426
“I don't wanna lose it. We need one of your agents to recheck and make sure that cabin is on hold.”
Nick should immediately confirm the cabin 13028 hold status in the system and, if it lapsed, re-place it with a formal reservation number and confirmation sent to Edward by email within the hour. Follow up Monday with Lauren to understand why the Friday evening hold did not finalize, and provide Edward with written assurance the cabin is secured.
Full analysis
What happened
Edward, a long-standing Pavlus customer with 6–7 cruises booked and a recent two-week cruise completed, called inbound to address an urgent issue. Agent Lauren Reson placed a hold on cabin 13028 (the last cabin in his preferred category) on the Cunard Queen Mary 2 departing September 26 for a 15-night round-trip from New York to Canada on Friday evening at 5:30 PM, saying she'd handle details Monday. However, Edward discovered the cabin is now showing as available for sale on the Pinnard website, suggesting the hold was not properly processed. He asked Pavlus to recheck and secure the hold before the cabin is lost. Julianne (a newer Guest Relations agent) took the call, verified details, and transferred him to travel planner Nick without resolving the substantive issue on the spot.
Emotional read
Edward started focused and pragmatic, articulating a clear problem with urgency. He grew slightly frustrated mid-call when explaining the hold issue, but remained cooperative and professional. By the end, after being transferred, his tone shifted to brief and less engaged, suggesting fatigue or mild irritation at the process.
Emotional arc through the call
Edward began urgent and focused, grew slightly more anxious as he explained the cabin availability problem, then became noticeably more brief and less engaged after being transferred, suggesting frustration at the process and uncertainty about resolution.
How customer sees Pavlus
- positive · Edward describes himself as a long-time, loyal customer: 'I've been traveling with you guys since Denise Fritz... I've been with you guys so long,' and has booked 6–7 cruises, recently returning from a two-week cruise.
- neutral · Edward acknowledged Julianne is new: 'you're new. I'm... I must have like... six I have six or seven cruises book with you guys.' He didn't criticize, but the comment underscores that he has worked with more senior planners.
- negative · Edward expressed concern that agent Lauren may not have properly completed the hold process: 'maybe Lauren didn't click everything through' and 'something didn't click-through,' implying a process or follow-through failure.
Process friction
- cabin hold placed Friday evening without reservation number provided to customer
- hold apparently not properly processed/finalized in system, leaving cabin available for public booking
- customer had to call back the next day to verify and re-secure hold that agent said was locked
- transfer to another agent (Nick) required without substantive resolution on the first contact
Value perception
Edward did not explicitly comment on Pavlus's value versus alternatives. His long tenure and multiple bookings suggest he perceives value, but the process failure (the hold not sticking) raises questions about Pavlus's execution reliability.
Customer behaviors
troubleshooting a failed hold with specific cabin and cruise detailsfollowing up urgently due to time sensitivity (cabin inventory)leveraging loyalty and past relationship to escalate concerndeferring final booking pending resolution of hold statusproviding detailed information (cabin number, cruise dates, membership numbers) to re-verify hold
Topics & signals
| Topics | cabin hold verificationcruise booking completionCunard Queen Mary 2process clarification |
|---|---|
| Destinations | New York CityCanada |
| Cruise lines | CunardQueen Mary 2 |
| Buying signals | provided membership numbers and card details to agent Laurenspecific cabin number 13028 selectedconfirmed 15-night cruise departure September 26th |
| Objections | uncertain if cabin hold was properly processed by agent Laurencabin showing as available for sale suggests hold may not have gone throughworried about losing the last cabin in preferred category |
Analyzed 2026-05-24 12:33:12 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (5,208 chars)
Agent (Julianne Cricchio): Thank you for calling Pavlus travel, this is Julianne speaking. How may I help you? Customer: Hi, hi Julianne, my name is Edward Goodman. I'm a frequent a user of you guys and I was working with Lauren Reson. Burger yesterday afternoon and I got her very late in the day cause there was one cabin left in the category on Atart queen Mary cruise and Lauren put it on hold for me and then we'll deal with details next week. However why we showing my wife where the cabin was on the Pinard website, and the cabin is being offered for sale, which means that maybe Lauren didn't click everything through is and so, I need to have one of the agents that's working the weekend recheck it and make sure that cabin is on hold on the queen Mary to for September 25th. Agent (Julianne Cricchio): Do you have a reservation number for this yet? Or is it or because it's on hold that there's an. Customer: Six, she never gave it to me. She's, I got her like, at 5:30 at night, she's on the way out the door and she said I'm holding it for you till Monday. Agent (Julianne Cricchio): Oh. Agent (Julianne Cricchio): Queen. So it's, we may to September. What is the date? Customer: I believe it's the 2615 night, fifty night round trip, New York City. Agent (Julianne Cricchio): September 26th the fifteen ninth Gro round trip. Where is it going? Customer: To Canada? Agent (Julianne Cricchio): Okay. Customer: And it's cabin 131-3028. And she I mean she even took that, I pulled out my card. We end in I'm par for a while. I gave her our member numbers and, and she said everything was great and it was being held but it's the last cabin in the category, and, and it's really the last one on the ship we would take, cause the only thing left or like the $25,000 suite. Agent (Julianne Cricchio): I'm just gathering. Agent (Julianne Cricchio): Okay. Agent (Julianne Cricchio): Okay. Okay. So, it's a canard cruise, the ship name is the queen Mary two. It's departing on September 26th. It is a fifteen night cruise round trip from New York going to Canada. Customer: Mm-hmm. Customer: Yeah, but I don't know, I don't know you guys if it, if you have then book it, if we have to book, if we have to go through the booking process again do I have to talk to one of your agents just working today? Agent (Julianne Cricchio): Is and then? Agent (Julianne Cricchio): I just, I'm just, yeah, I just wanna make sure I have all I'm verifying all the information with you and the cabin that you selected with. Lauren is 13029. Customer: 28. Agent (Julianne Cricchio): 28. Okay. 13028. Customer: Yeah, and unfortunately it's showing available for people that want book so that means that something didn't click-through I texted Lauren but she usually doesn't look at their phones on weekends. So I, I'm assuming that, I'm assuming that I need some help from you guys today cause I don't wanna lose it. Agent (Julianne Cricchio): Okay. Agent (Julianne Cricchio): Yeah. Agent (Julianne Cricchio): Yeah, okay. Yeah, understandable totally understandable. And you said you've been died you've been traveling with us for a while. Have you, was this a referral originally or were you referred by anyone else? Customer: I've been traveling with you guys since Denise Fritz, did regular travel before she went to air. I mean it, I've been with you guys so long. Agent (Julianne Cricchio): You so for forever, okay, great. Yeah, I'm one of the newer agents here, okay, great. Okay, Edward, I'm gonna see if I can find a travel agent that could go over this with you. And you said your last name is Goodman. Customer: Yeah. Customer: Yeah, yeah, yeah, you're new. I'm, yeah, I'm, I must have like, what do I have six I have six or seven cruises book with you guys for the now we just got back from two weeks on tow with you guys. I keep getting, I keep getting serve, I keep getting surveys from don. So, anyhow, yeah, I know you guys just, just, just, I just need to solve this problem. Agent (Julianne Cricchio): Oh, my gosh, amazing. Yes, I work in the guest relations department. Yup. Oh, my gosh, where did you go? Agent (Julianne Cricchio): Okay, great. Agent (Julianne Cricchio): Yes. Okay. Let me see what travel planners I can get for you at this moment. Whoever's working today. I'm gonna see who's available for you. Customer: Mm-hmm. Agent (Julianne Cricchio): Alright, I'm gonna put you on a brief hold while I find the next available travel planner to talk to you about this, okay? Thank you. Customer: Mm-hmm, thanks. Agent (Julianne Cricchio): Yeah, Edward, are you still there? Customer: I'm here. Agent (Julianne Cricchio): Okay. For a second I thought I lost you. Alright Edward, so I got a hold of one of our travel planners, Nick and I can, gave him the rundown of what's going on and he's going to be able to take care of you. Customer: Fine, are you gonna switch me over? Agent (Julianne Cricchio): Okay, I'm gonna try. Yes, I'm gonna transfer you over to Nick right now. Customer: Thank you. Agent (Julianne Cricchio): Alright, my pleasure. Agent (Julianne Cricchio): Oh, shit. Oh, shit. Oh, sorry. Oh, sorry. Okay, I'm gonna transfer you over to Nick. Sorry about that. Customer: Hello? Hello?