Kevin Rose · Nov 8, 2024 ยท 12:04 AM
Inbound · 02:47 · Planner: Guest Relations · +17752246283
“I just spoke to Viking and they said there's two slots available but I couldn't book it through them.”
Follow up with Kevin within 24 hours (before Pam reaches him) to confirm the three-day Buenos Aires pre-cruise extension has been requested with Viking and provide a timeline for confirmation. Send a summary email with the extension details ($1999 per slot, two available slots, February trip) to lock in the request.
Full analysis
What happened
Kevin called to request a pre-cruise extension for his Viking World Cruise booked for February 20, 2025, departing from Buenos Aires. He had already spoken with Viking directly and learned that a three-day Buenos Aires pre-cruise extension was available for $1999 per person with two slots open, but Viking told him Pavlus must submit the request on his behalf. Agent Diana began pulling up his booking to process the request. The call was interrupted when Kevin's colleague Pam called him simultaneously; Kevin attempted to manage both calls but had difficulty, ultimately deciding to call Pam back and then reconnect with Diana.
Emotional read
Kevin was casual and friendly throughout, opening with informal banter ('How you doing?'). He remained patient and collaborative even when experiencing technical difficulty with the phone call, showing no frustration. His tone suggests confidence in the relationship with Pavlus and familiarity with the booking process.
Emotional arc through the call
Kevin remained consistently upbeat and patient throughout, showing no escalation even when encountering the technical difficulty of managing two phone calls.
How customer sees Pavlus
- positive · Kevin is already booked with Pavlus and trusts them to handle extension requests that Viking cannot process directly
- positive · Kevin knows Pam Travis by name as his planner, suggesting an established relationship
Process friction
- Viking told customer that Pavlus must submit extension request, creating an intermediary step rather than direct booking capability
Value perception
Kevin appears to accept Pavlus as the necessary intermediary for Viking extensions, though the process requires his involvement with both the cruise line and the agency.
Customer behaviors
managing multiple concurrent calls on a cellphoneproactively researching extension options directly with cruise lineconfirming booking details with agent to ensure accuracydeferring to established planner relationship (Pam Travis)
Topics & signals
| Topics | booking pre-cruise extensionViking cruise add-onaccount lookupextension request process |
|---|---|
| Destinations | Buenos Aires |
| Cruise lines | Viking |
| Buying signals | actively seeking to add paid extension to existing bookingconfirmed trip date and specific cruise namewilling to pay $1999 per slot for extension |
| Objections | unable to book extension directly through Viking themselvesuncertain about which extension type (pre vs post cruise) |
Analyzed 2026-05-24 05:11:05 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,642 chars)
Agent (Dyenna McConnell): Thank you for calling tabs travel. We you referral can arn rewards. My name is Diana guest relations. How may I assist you? Customer: Hey, Diana, my name is Kevin rose. How you doing? Agent (Dyenna McConnell): Great, how are you? Customer: Great. Hey, I deal with Pam I know she gets off work at five Pam Travis and I have a bike, yeah. I have a biking Logito cruise booked. Agent (Dyenna McConnell): Oh. Customer: And they have an extension and boys which I wanna do but king said I just talked to him. They said it, I somebody at Pavlis has to request it, I can't do it. Agent (Dyenna McConnell): Oh, okay. We could certainly do that for you. Which extension was that one? Customer: Which, there's one it's in boa SARS do you have my, the account pulled up? I mean, I, I'm on a cellphone so it's hard to. Agent (Dyenna McConnell): Mm-hmm. Agent (Dyenna McConnell): Oh, yes I have your booking up here and I use. Customer: Yup, spell the Viking world cruise and it starts and Bo us S. and they have a three day boss Rs extension available. There's two slots available and I think it's 1999 each. Customer: Does that sounded right? Agent (Dyenna McConnell): Trying to find that booking here was, I apologize was that the pre cruise or post. Customer: Oh, okay. Customer: Yup. Pre, pre, pre I mean pre. Agent (Dyenna McConnell): Free, okay. Customer: I just spoke to Viking and they said there's two slots available but I couldn't book it through them. Agent (Dyenna McConnell): Sure, now it looks like they're, we love seeing a full full board of bookings here. Do you know, do you remember which month that trip begins? Customer: Yeah, yeah, it's in February, so it's my next trip on biking February 20th, 2025. Agent (Dyenna McConnell): Oh. Customer: It's spelled Viking logic too world cruise. Oh, looks like Pam's calling me. Should I pick it up? Agent (Dyenna McConnell): Oh, we are. Agent (Dyenna McConnell): Alright. Agent (Dyenna McConnell): Oh, certain I can stay on hold too cause I we usually handle these yeah. Customer: Okay, well, let me, let me see if I can figure this out. I don't know how to do it. Here we go. Agent (Dyenna McConnell): Alright. Customer: Yeah, I don't know how to do two phone calls or want so. Agent (Dyenna McConnell): Oh, that's fine. You can call me back if you would like my name is Diana. Customer: Okay let me let me try to call Pam cause she's, yeah, I don't know, to, I don't know how to hang up on you and call her we'll see what happens. Agent (Dyenna McConnell): Okay. Agent (Dyenna McConnell): Oh, sure. Okay. Customer: Thanks, Diana. Agent (Dyenna McConnell): Of my?