EILEEN PERRON · Dec 29, 2024 · 8:10 PM
Inbound · 09:36 · Planner: Ryan Taylor · +14163717197
“Or do I can call the cruise company's myself directly... I want to make sure they're still availability.”
Call back within 2 hours with a travel planner who can confirm pricing in Canadian dollars for inside cabins on both sailings, lock in the 24-hour hold, and coordinate the booking with their Royal Caribbean and Celebrity loyalty numbers. Prioritize continuity by having Stephanie Potter handle the callback if she returns today, or brief the callback planner on the customer's preference for her.
Full analysis
What happened
Eileen Perron (note: transcript shows name confusion; customer identified as "Brian Paron" though metadata lists "Eileen Perron") called requesting to book back-to-back cruises departing next weekend: Celebrity Ascent on January 5th and Royal Caribbean's Simpson of the Seas on January 12th, both seven-day voyages for two passengers from Toronto. The customer preferred to work with their usual planner, Stephanie Potter, but agreed to assistance from another agent. Ryan Taylor struggled to locate an available travel planner, kept the customer on hold multiple times, and eventually offered a callback once a planner became free. The customer requested inside-cabin pricing in Canadian dollars, confirmed they hold loyalty status on both cruise lines, and asked for a 24-hour hold pending airfare arrangements. No booking was completed; the call ended with the agent committing to have a travel planner call back with details.
Emotional read
The customer started engaged and purposeful, seeking quick assistance for an urgent booking (next weekend travel). As the call progressed and the agent struggled to find an available planner, the customer grew slightly frustrated and impatient, even suggesting they might book directly with the cruise lines instead. By the end, they were resigned but cooperative, accepting a callback arrangement.
Emotional arc through the call
Customer began eager and cooperative, gradually grew impatient as holds lengthened and no planner became available, and ended resigned but pragmatic—accepting the callback arrangement but clearly frustrated by the delay.
How customer sees Pavlus
- positive · customer has worked with the agency for 'quite a number of years' with Stephanie Potter
- negative · customer suggested calling cruise lines directly when no agent was readily available: 'Or do I can call the cruise company's myself directly'
- negative · customer frustrated by repeated holds and inability to speak immediately with a travel planner despite urgent timeline
Process friction
- customer placed on hold multiple times while agent attempted to locate available travel planner
- agent struggled with audio quality ('You're breaking up on me')
- name intake error: agent initially called customer 'sir' and 'Sara' before clarifying name as 'Brian Paron'
- agent unable to immediately assist with booking despite customer's urgent next-weekend timeline
- no travel planner availability for immediate assistance; callback promised instead
Value perception
Customer did not explicitly state Pavlus's value proposition. However, their willingness to work with the agency despite long hold times and their multi-year relationship with Stephanie Potter suggests some trust, though they were ready to book directly with cruise lines if Pavlus could not assist promptly.
Customer behaviors
seeking quick turnaround on urgent booking (next-weekend departure)showing preference for continuity with existing plannerwilling to accept substitute agent but with reservationscomparison-shopping against booking directly with cruise linesmanaging multiple logistics (two cruises, airfare coordination)leveraging loyalty status on both cruise lines
Topics & signals
| Topics | back-to-back cruise bookingcabin selectionloyalty member pricingairfare coordination24-hour hold request |
|---|---|
| Destinations | Toronto, Canada |
| Cruise lines | Celebrity CruisesRoyal Caribbean |
| Buying signals | named specific ships and sailing dates for two back-to-back cruisesconfirmed loyalty membership on both cruise linesrequested cabin pricing and hold confirmationprovided callback phone number to move forward |
| Objections | needs 24-hour hold to arrange airfare before committingprefers to work with specific planner Stephanie Potter rather than different agent |
Analyzed 2026-05-28 01:11:07 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (5,206 chars)
Agent (Ryan Taylor): The guest relations department with Ali travel, how are you today? Customer: Good afternoon. I usually deal with Stephanie Potter in your office and it's, and I know, and, and I know that and I was wondering if someone could help me with perhaps planning a cruiser to cause I wanna leave next weekend hopefully and I wanna make sure they're still availability. Agent (Ryan Taylor): Okay, she's not in today. Agent (Ryan Taylor): Oh, you would like to book a cruiser next weekend? Customer: Yeah, for two. Yeah, if possible and I don't, sorry. Agent (Ryan Taylor): If one of our travel. Agent (Ryan Taylor): Is available today? Customer: And I usually deal, I usually deal with Stephanie but she's not in today. So, can I deal with somebody else? Agent (Ryan Taylor): Yes. Agent (Ryan Taylor): Yes, we do have a couple of Ts. Customer: Is there is there? Customer: You're breaking up on me. I can ly hear you. Agent (Ryan Taylor): I apologize for that we do have a couple of travel plans available today so I'm going to put you on a brief hold and ask if one of them can assist you. Customer: Thank you very much and is Stephanie? Yeah, this my on Stephanie to now does she do this, he this sin that try cause I've been dealing with her for quite a number of years now. Agent (Ryan Taylor): Can I have your name sir? Agent (Ryan Taylor): It's something that you would like to, no that you have multiple travel planners to be able to help you out and if anything they can just give you some information today and you can move forward with Stephanie but if you'd like to if you're trying to leave next weekend then we'll, we definitely want to get you the information as soon as possible, so. Customer: Yeah, yeah, yeah, yeah. Okay, please I'll be on hold, okay, thank you. Agent (Ryan Taylor): Okay, what was your name sir? Customer: Ryan, Karen, P. As in Peter. E-R-R-O-N you have a file on me? Agent (Ryan Taylor): Oh. Agent (Ryan Taylor): Yes, I was just trying to look that up. Could you repeat that? I'm sorry. Customer: My first name is Brian. My last name is Paron P. as in Peter, E-R-R-O-N as in Norman. Agent (Ryan Taylor): Hello. Agent (Ryan Taylor): Thank you for that. I'm gonna put you on a brief hold. Agent (Ryan Taylor): Hello sir! I am still trying to a hold of a travel painter that we've got a couple of them that are on calls but they could shortly but while I have you here, what kind of cruise are you interested in Ting? Customer: Hello. Customer: Well, there's two, they're back to back on different ships. Agent (Ryan Taylor): Ting. Okay, and what ships are they? Customer: Oh, the first one is leaving next Sunday January 5th on celebrity as sent. Customer: For seven days. Agent (Ryan Taylor): Uh-huh then the next one. Customer: Is the following Sunday which would be the 12th of January on real Cribb and Simpson of the seas seven days. Customer: And I'm calling you from Toronto, Canada. So the prices in Canadian dollars. So, I want. Agent (Ryan Taylor): Okay. Customer: Sure, and cheapest inside cabin for both cruises. Customer: We are high loyalty members on both cruise lines. You have must have our numbers on file. Agent (Ryan Taylor): Yes, I. Agent (Ryan Taylor): I do have that. Agent (Ryan Taylor): Available, I'm still just trying to get a hold of a travel agent to get back with you. It seems like everybody is tied up at this very moment, but I could have them give you a callback. Customer: Yup. Or do I can call it, I can call the cruise company's myself directly. Agent (Ryan Taylor): If you would like to do that you can, I wish I could help you out, Sara. I'm just not, that's just not my department and unfortunately, everybody's just on the line right now. So I can have somebody give you a callback in a little bit once they get off the line if you would like. Customer: Are they on-call or they are busy with other clients right now. Agent (Ryan Taylor): Yeah, they're on the phone right now with other clients. Customer: Yeah, so I'll give you my phone number and you can call me back and you have the part, you have the particulars, so you can get relay that onto them. Agent (Ryan Taylor): Okay. Agent (Ryan Taylor): Yup, I have that, you're interested in the back to back cruise with celebrity and rail Cribb starting next weekend. Customer: Yeah. Agent (Ryan Taylor): Mm-hmm. Customer: And I'd have to have a 24 hour hold of them cause I have to arrange my airfare. Agent (Ryan Taylor): Wonderful. Is the number that you called from an okay, callback number. Customer: Yeah, you have it there? Agent (Ryan Taylor): 7197. Customer: 416. Agent (Ryan Taylor): Yup, 371-7197. Customer: Yeah, I guess so. I, you know what, the cellphone, I don't even know my own number yet. Yeah. Agent (Ryan Taylor): No worries there. Okay, well, I will have one of them, give you a callback as soon as they get off the line. Customer: Yeah. Customer: Okay, and who am I speaking to please? Agent (Ryan Taylor): My name is Ryan. Customer: Brian, okay, Brian. Agent (Ryan Taylor): Ryan. Agent (Ryan Taylor): Brian with an R. Customer: Okay, very good. Agent (Ryan Taylor): Okay, thank you so much for your time. My pleasure. Customer: Okay, thank you.