EILEEN PERRON · Sep 18, 2025 · 2:22 PM
Inbound · 04:35 · Planner: Shari Bazzoni · +14163717197
“every time I deal with Pavlus and I've been dealing with over ten years I think if you check my phone file I'm getting the run around”
Call Eileen back within 2 hours with Royal Caribbean's Canadian-dollar inside-cabin pricing for Brilliance of the Seas departing September 28th for two passengers, and confirm willingness to book before processing his American Express payment. Also consider having a manager follow up separately to address his long-term frustration with planner responsiveness and reassignment communication.
Full analysis
What happened
Eileen, a ten-year Pavlus customer based in Toronto, called seeking urgent help booking a last-minute cruise: Brilliance of the Seas departing Boston this Sunday, September 28th, for two adults (himself and his wife) in an inside cabin. He had been working with planner Stephanie Potter but was frustrated by her typical 2–3 day wait times for callbacks; he also expressed surprise and frustration that he was reassigned to a new planner (Andrea) without being notified. Shari took his request and committed to contacting Royal Caribbean directly to obtain Canadian-dollar pricing, confirming his phone number and American Express card on file. Eileen asked her to call back as soon as possible and to check with him before charging the card. The call ended with Shari saying she would be in touch.
Emotional read
Eileen is frustrated and somewhat impatient but not hostile. He expressed exasperation about planner responsiveness and lack of communication around reassignment, describing it as 'getting the run around.' Despite this, he remains engaged and transactional, pushing for quick action on a time-sensitive booking.
Emotional arc through the call
Eileen started frustrated and skeptical due to past planner delays and surprise reassignment, but softened and became cooperative once Shari acknowledged his file and took action on his urgent request.
How customer sees Pavlus
- negative · every time I deal with Pavlus and I've been dealing with over ten years I think if you check my phone file I'm getting the run around
- negative · previous planner Stephanie puts me on a wait list for two or three days before she can get back to me
- negative · reassigned to new planner without being told; she didn't even tell us or she left the company
Process friction
- customer was reassigned to a new planner without notification or explanation
- previous planner had slow response time (2–3 day wait lists for callbacks)
- lack of transparency around planner changes in customer account management
Value perception
Not explicitly stated. Eileen indicated he has looked online himself and found little inventory, implying Pavlus may have access to better real-time pricing or availability; however, his frustration with responsiveness undercuts confidence in the agency's value proposition.
Customer behaviors
calling as repeat customer with urgency around time-sensitive bookingattempting to bypass slow planner by reaching different agentshopping for lowest price in specific currency and cabin categorydeferring booking decision pending agent's price check and callback
Topics & signals
| Topics | last-minute cruise bookingcabin availabilitypricing in Canadian dollarstravel planner reassignmentcustomer service responsiveness |
|---|---|
| Destinations | BostonTorontoCanadian cruise |
| Cruise lines | Royal CaribbeanBrilliance of the Seas |
| Buying signals | specified exact departure date this coming Sunday September 28thnamed travel companion wife and party size of two adultsconfirmed payment method American Express on fileasked agent to call back immediately with availability and pricingrequested agent check with him before charging card |
| Objections | frustrated with slow response times from previous planner Stephanieunaware of reassignment to new planner without notificationconcerned about getting the run-around over ten years of dealing with Pavlus |
Analyzed 2026-05-27 21:57:51 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (4,673 chars)
Agent (Shari Bazzoni): Thank you for calling less travel, this is ary how may I help you? Customer: Hi sherry. I'm calling you from Toronto, Canada. Agent (Shari Bazzoni): Yeah, uh-huh. Customer: And I've been dealing with pat was for a long time but unfortunately, I usually deal with Stephanie partner Potter. But every time I call her, every time I call her she puts me on a wait list for two or three days before she can get back to me and in this particular instance, I haven't called her because I want to book a cruise if the price is right leaving this Sunday from Boston I live in Toronto, so I would drive from Toronto to Boston. Agent (Shari Bazzoni): Yeah. Agent (Shari Bazzoni): Uh-huh. Agent (Shari Bazzoni): Okay. Customer: So, I was wondering if you could help me sherry. Agent (Shari Bazzoni): Yeah, I can certainly check into it. It does look like you have a different talo planner name now but she has not done anything with you as of yet so I guess there was a, a process of changing involved and it's been done. So let me look at this a minute. Customer: So sorry. What? I didn't hear, I didn't know what you said. Agent (Shari Bazzoni): Yeah, it looks like you've been reassigned a different travel planner so you're not with Stephanie any longer. Looks like you're under Andrea. Customer: What? Oh, she didn't even tell us that or she left the company. Agent (Shari Bazzoni): Who definitely. No, no, it just certain times the management team will re-evaluate different, different I guess, I really don't know how they do it but they re-evaluate the different guest and, and assign them. Customer: Yeah. Customer: This is, yeah, the, the, this is my problem, every time I deal with Pavlus and I've been dealing with over ten years I think if you check my phone file I'm getting the run around as so it's crazy that so anyway, I'll give you the details of what I'm looking for and I wanna see what pat was can do for me. It's the, it, it's the brilliance of the seas roll leaving Boston this coming Sunday September 28th day, Canadian, Canadian cruise. Agent (Shari Bazzoni): Uh-huh yeah, I see in here. Agent (Shari Bazzoni): Okay. Agent (Shari Bazzoni): Okay, of course, we'll check out. Agent (Shari Bazzoni): Yeah. Agent (Shari Bazzoni): Okay for two people. Customer: I'm looking for two people. My wife myself. Do you have my profile in front of you? Agent (Shari Bazzoni): I do. That's how I know that you have a different planner now. Customer: Okay. I'm looking for the, I've looked online and there's very little cabin category left and I'm looking for the cheapest. Inside cabin basically that's all they have left it appears online. Agent (Shari Bazzoni): Okay, let me take a look at it and see what I see just a moment. Customer: So I've been given, we've been given another. Customer: I this. Customer: Yeah. Agent (Shari Bazzoni): And it departs on the twenty first, you're saying two adults just a minute. Customer: Yeah, this coming Sunday? Agent (Shari Bazzoni): Is this price in US or Canadian? Cause if it's Canadian, I'll need to. Customer: Canadian dollars, yeah, Canadian dollars, please. Agent (Shari Bazzoni): Okay, so then I'll need to get a hold of them directly so let me take the information down and we'll check on this for you. So you're looking for Canadian dollar pricing on inside cabins this Sunday two people brilliant of the seat do you want in insurance included or just the cruise? Customer: Brilliant. So. Customer: No, just the cruise only nothing else. Agent (Shari Bazzoni): Okay. Alright, and your number is 647-963-8353, is that correct or? Customer: That, yeah, the phone is back on that number, that's correct. Agent (Shari Bazzoni): Okay, let me see what I can find out for you and I'll get back with you if I have to have you on the phone when I've got them, I'll do that as well. Customer: You'll get. Customer: Okay, you'll call us right back as soon as possible then. Agent (Shari Bazzoni): As soon as I can get through the royal Caribbean to get the price Canadian I do show two cards on file for you right now and American Express ends in 1003 and there's a visa. Customer: Yeah, that, that's yeah, American Express is the one I'm using. Agent (Shari Bazzoni): Okay, alright let me see what I can find out it. Yeah. Customer: Yeah. Customer: Check with me before you put it through though. Agent (Shari Bazzoni): Oh, yeah, of course, yeah, of course. I'll get I just wanted to verify something so we can be ready. Alright let me see what I can find out for you Brian and I'll be in touch. Customer: Yeah, yeah. Customer: Yeah. Customer: Okay, thank you. Agent (Shari Bazzoni): My pleasure, bye-bye.