Edward Goodman · Dec 31, 2025 · 5:37 PM
Inbound · 07:53 · Planner: Chey Cherry · +13015185426
“I wish she dug into it instead of just saying here's the paper. That's just not the way to do it.”
Send Edward the Regent paid-in-full invoice and the detailed credit breakdown (showing $375 per person applied to specific excursions) in the same email thread within 5–6 minutes as committed. Consider a follow-up call or note after his January 14 cruise departure to reset perception of Pavlus service quality, since he is a longtime customer who felt dismissed by Kelly.
Full analysis
What happened
Edward called seeking Kelly but reached Chase instead. He escalated immediately, complaining that his travel advisor Kelly sent him copies of invoices in response to his question about missing onboard credit, rather than investigating the discrepancy. The original invoice listed multiple credits, a Regent summary showed zero, and a Li invoice from Kelly showed something different again. Chase pulled Edward's account, discovered the $750 ship credit and $200 FCC credit had been applied to excursions (paying $375 per person per excursion for two people), leaving zero balance—which is accurate. Edward accepted this explanation once understood. Chase committed to sending the paid-in-full invoice and a breakdown of the credits in an email within 5–6 minutes. The call ended with Edward still frustrated about the service quality (wishing Kelly had dug into the issue rather than forwarding documents) but satisfied with Chase's resolution.
Emotional read
Edward started angry and frustrated, venting about poor service from Kelly/guest relations. His frustration was rooted in feeling dismissed—Kelly forwarded documents without investigating his legitimate question. As Chase (Chey) investigated and explained the credit application, Edward's tone shifted from accusatory to clarifying; he became more collaborative and even apologetic ('I don't mean to be angry'). By the end, Edward was satisfied once the situation was explained and he received a commitment to send supporting documents.
Emotional arc through the call
Started angry and accusatory toward Kelly and guest relations, gradually softened as Chase investigated and explained the credit application logic, ended satisfied with the resolution but still critical of Kelly's lack of diligence.
How customer sees Pavlus
- negative · Kelly gave unsatisfactory response to question and just sent invoices instead of checking with Regent and verifying credits
- negative · Guest relations department trying to check the box before the holiday, not way to treat a customer
- negative · No one should have sent documents that weren't even accurate; this is not good service
- positive · Chase (Chason) helped me before; acknowledged my frustration and actually investigated the account
Process friction
- Kelly sent duplicate/inaccurate invoices without investigating customer's underlying question
- Multiple conflicting documents sent to customer (Regent summary, Li invoice, original invoice) with no reconciliation or explanation
- No one verified onboard credits with Regent before responding to customer inquiry
- Original paid-in-full invoice not currently on file and had to be retrieved from Regent
Value perception
Not explicitly stated. Edward is a longtime customer expressing that he deserves better service, but he did not comment on whether Pavlus delivers value relative to other agencies.
Customer behaviors
Escalating complaints about service quality from another team memberRequesting resolution for documentation and credit discrepancies before upcoming cruiseRequesting specific documents (original paid-in-full invoice, credit breakdown)Venting frustration but accepting technical explanation once providedAsking Chase to locate and re-send missing documentation
Topics & signals
| Topics | onboard credit reconciliationexcursion chargesinvoice discrepanciesguest relations service quality |
|---|---|
| Cruise lines | Regent |
| Objections | Kelly sent duplicate invoices instead of investigating credit discrepancyRegent summary showed zero onboard credit but original invoice showed multiple creditsLi invoice Kelly sent doesn't match original invoice or show all creditsGuest relations department not properly verifying customer's concerns before holiday |
Analyzed 2026-05-27 12:20:45 by claude-haiku-4-5-20251001. Confidence 0.88.
Transcript (6,484 chars)
Agent (Chey Cherry): Good morning. Thank you for calling Pavlus travel, this is chase speaking. Customer: Hi, this is Edward Goodman. Is Kelly available? Agent (Chey Cherry): Let me see if she's here right now. She's on a call with another guest. Oh, go ahead. Customer: She's. Customer: Oh, okay. I am, I, she gave me a very unsatisfactory response to a question. My name is Edward Goodman and I am booked on regent January 14th. I'm a. Customer: The information I got from regent shows I have zero on board credit. My invoice says I have multiple onboard credit from shareholder to Amex to onboard booking and every other damn thing I asked, I copied Lauren, my, my travel advisor and ice copied guest relation, and I said can you please check and make sure I have my credits are not gone cause region sent me a summary saying zero onboard credit and instead of checking with, with a region and verifying, she sent me the regent summary, which I already had, which doesn't show anything about onboard credit. Customer: And she further sent me a copy of the Li invoice which isn't even accurate. It says that I have excursion credit and it doesn't list half the credits. I have that are on the original invoice. So, I am really, really I don't know. Do I need to call Dan. I mean what do I have to do to get some proper service from your department? I'm a longtime customer and this is very frustrating just to get someone just sends me a couple of invoices instead of checking out my question. I know it's not you Chason you helped me before and I don't mean to be angry but, but it's just frustrating. Agent (Chey Cherry): Okay. No, I completely understand and my apologies for that. Let's take a look at your portal, see what they're showing. Customer: The invoice had listed everything in a very satisfactory way. But yeah, this is you know, this is not good service, this is the guest relations department, just trying to check the box before the holiday and that's not a way to treat a customer. Agent (Chey Cherry): Yes, I did not completely agree and let's see what they've good. I'm just waiting for it to load up here. Customer: Well, if you look at the original invoice you'll see a whole bunch of credit. The, I'm talking about the region invoice. Customer: But then region sent me a vacation summary that shows no onboard credit but I assume that's just a mistake of their computer system. I'm sure it didn't all drop-off and then the lish invoice that Kelly sent doesn't even show that it shows something different. It showed onboard credit some kind of credit which is bullshit. I just, I mean I just really deserve better service than this. Agent (Chey Cherry): Yes, I do. Agent (Chey Cherry): Okay, so it looks like in total. Agent (Chey Cherry): There was $750 worth of ship work, credit and $200 worth of FCC credit. And let's see where it went. Agent (Chey Cherry): Oh, okay, so the. Agent (Chey Cherry): I, that's $375 so the $375 per person for the $750 was applied to two of these excursions into the world. Train Iowa for each of you and. Customer: So some of it got applied. So some of the got applied. Agent (Chey Cherry): Yeah, so yeah, it looks like for and then there's another one lo, Guna as marelda tracking and the four they've had to go nature in-depth. Customer: Okay. So, so, you're saying they use them, they use all my onboard credit to pay for excursions. And that's why I have nothing left. Agent (Chey Cherry): Yes, sir. Yeah, it looks like it got it flied and had we did, I did do diligence we could have told you that the first time. Customer: Okay, so if I'm showing zero on board credit right now, that could be accurate, cause we, I spend it on, they applied it before they started charging me money for, for, for the cre, for the onboard stuff, for, for the thing. So right now I have zero when I show up, I'll have zero credit cause all the money's been spent on excursion, is that what you're telling me? Agent (Chey Cherry): You. Yes sir and I can forward you over what I'm looking at. Yeah, let me send this over to you that way you have it for your records. Yeah, unless you cancel an excursion right now it's zero out. Let me send it. It, is it okay if I use it and send it in the same thread, Kelly sent that email to you in. Customer: Yeah, yeah, so, yeah, and so that's why what shows on my original in, when I paid in full can you send also my region paid in full invoice? I can't seem to find it. Agent (Chey Cherry): Did you pay this? Oh, August 15th. Okay. Yes sir, I can send that. Customer: That would, that would have been back from when I made my final payment. What, four months ago or five, whatever it was five months ago. Agent (Chey Cherry): Okay, I need to get a copy from them. I don't see one on file so I'll get that and I'll send both in the same email. Both the confirmation I was talking about and then they paid in full invoice. It should take me about five minutes. Mm-hmm. Customer: Okay. Customer: Okay. But you're you, you're. Okay. So you're saying that you're not, that you're a hundred percent sure that my new invoice might show zero credit left because it's all been spent on short Curt. Agent (Chey Cherry): So, yes, so when I look at your purchase history cause I see, when I view credit, it shows zero. When I look at the purchase history it shows the breakdown, the cost of the excursions and then the savings which I can see $375 per person which is the ship for credit. And I can see it looks like you probably paid $162 for you and Lanette was charged $182 looks like there was a difference in some of the excursions. Customer: Yeah, cause we well, yeah, we to taking different tours in one or two places. Yeah, okay. Agent (Chey Cherry): But yes sir. Yeah, so let me get that for you take about five to six minutes and I'll have that in the same email thread that the other stuff came in. Customer: Alright, so whatever she send me the tablet invoice was kinda of a half, halfway some of the, when that was printed, some of it had been using some of it hadn't. That's why it doesn't seem to make any sense at all on you know on your red and white pales invoice. Agent (Chey Cherry): Yes, sir. Yes, sir. And my apologies for that. Customer: Alright, we'll go for it. I just wish she dug into it instead of just saying here's the paper, that yeah, that, that's just not the way to do it. Thank you. Agent (Chey Cherry): Oh, no. I agree. Yes sir. Alright my pleasure. Customer: Okay, bye-bye.