Edward Goodman · Sep 15, 2025 · 3:11 PM
Inbound · 07:17 · Planner: Lauren Riesenberger · +13015185426
“I just wondered if I gave you some flight numbers, what kind of a fare whether pat with how many different fares than what I'm finding online with American.”
Send Ed a detailed pricing breakdown for all seven passengers (outbound AA 66 July 29, return AA 67 August 8, JFK–Barbados, premium economy, fully refundable option) within 24 hours, with explicit comparison to his $15,400 baseline and clear statement of any Pavlus markup or savings. Follow up by phone within 48 hours to discuss his son's potential late-arrival scenario and confirm whether to hold or adjust the booking.
Full analysis
What happened
Ed called seeking help pricing airfare for a seven-person family trip on Celebrity Cruise departing late July 2025. He's frustrated with rising online fares and wants to know if Pavlus can match or beat American Airlines direct pricing ($15,400–$16,800 per person, premium economy, JFK to Barbados, with fully refundable options). He provided specific flight numbers (AA 66 outbound July 29, AA 67 return August 8) and explained that one family member (his son) may need flexibility to arrive late due to work. Lauren agreed to research and send pricing without committing to a booking. The conversation meandered into an extended discussion of incognito-browsing tactics to avoid airline price tracking, during which both parties acknowledged technical limitations and swapped tips on ChatGPT and Google. No reservation was made; the call ended with Lauren committing to send a pricing comparison.
Emotional read
Ed is affable and collaborative, opening with friendly warmth ('Good man. How are you my friend?'). He's pragmatic about the airfare chase—willing to try Pavlus's help but clear-eyed about whether it will deliver real value. His frustration is directed at airline pricing volatility, not at Lauren. By mid-call he's engaged and joking, working through technical details about incognito browsing with genuine curiosity rather than impatience.
Emotional arc through the call
Ed started politely skeptical about whether Pavlus could add value, then warmed noticeably as Lauren engaged him on tactics and technical details, shifting toward collaborative problem-solving rather than defensive comparison-shopping.
How customer sees Pavlus
- neutral · Ed asked upfront whether Pavlus pricing would likely match or beat what he's already found online, implying skepticism about whether there's real value in their help—but willing to give them a chance
- positive · Ed appreciated Lauren's tip about incognito browsing and engaged collaboratively in the research process, suggesting some trust in her expertise
Value perception
Ed is skeptical but open: 'I just wondered if I gave you some flight numbers, what kind of fare I would get with how many different fares than what I'm finding online with American or if you tell me there's a 99 percent chance that it's gonna be the same fare then I won't take your time.'
Customer behaviors
comparison-shopping airfare directly against American Airlinesmonitoring fares closely and expecting price volatilitydeferring booking pending Pavlus pricing comparisonseeking reassurance that flexibility/refundability makes sense for family dynamicsbuilding rapport through casual conversation and humor
Topics & signals
| Topics | airfare pricing for family cruisepremium economy seatingrefundable flight optionstravel insurancefare monitoring strategy |
|---|---|
| Destinations | New York (JFK)Barbados (BCM) |
| Cruise lines | Celebrity Cruise |
| Buying signals | named specific flight numbers and dates for 7 family memberscommitted to fully refundable fare option despite $2,500 premium costplanning to book after receiving Pavlus pricing comparisonasked agent to send pricing without making reservations yet |
| Objections | frustrated that online airfare prices keep rising unpredictablyconcerned about premium economy availability reducing seating optionsskeptical Pavlus pricing will differ meaningfully from direct American bookingsworried son may need to change arrival date due to work commitments |
Analyzed 2026-05-28 04:39:53 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (7,134 chars)
Agent (Lauren Riesenberger): This is Lauren. How can I help you? Customer: This is Ed. Good man. How are you my friend? Agent (Lauren Riesenberger): I'm good. How are you guys? Happy Monday. Customer: Happy Monday. Okay, so here's my deal. I was looking at the airfare for our this the family seventh celebrity cruise for seven people next year and I'm a little frustrated online cause it looks like the pairs keep going up and it's the cruisers until we aren't traveling till late July next year. So, I'm sure they make can go up and down a hundred times. But I just wondered if I gave you some flight numbers, what kind of a fair whether pat with how many different fairs than what I'm finding online with American or if you tell me there's a 99 percent chance that it's gonna be the same fare then I won't, I won't take your time. Is it worth a try? Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): Yeah, what are the, what are the flight details? Customer: Yeah, we wanted to go all seven of us on the twenty ninth of July on American, six PLA 66 in premium economy from JFK, the barks and then we want to come, so we want to leave getting a couple of days early before the cruise. So we leave on July 29th arrival in the morning at the thirtieth and then coming home, we come home on the day, the cruise and the July 8th actually August eighth of twenty. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): August 8th, okay. Customer: Yeah, and I, they had a loaf and we want to do re fully refundable. So I know that it adds about $2,500 for $7. Customer: My daughter insist we do everything's fly fund as far. Agent (Lauren Riesenberger): Wow. It's, It's it's a lot more but also god forbid you guys would have to cancel, you don't just have credit you get your money back. So that's yeah, yeah. Customer: Si, right. And, and my wife and, you know, and, and my son in loves to working and he had, had a high pressure job in your city, in New York City. And it's, yes, and I know that we did but we did buy some flight insurance, but I need some travel insurance with in theory for work reasons. But I just wouldn't have the flex. The other thing is that he could end up having to change and come in a day late or something, you know. So. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): Never. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): What's the return flight number that you're looking at? Customer: 67 going on flight 66 returning on 67 leaving on July 29th the arrival on the thirtieth and then coming home on the 8th of August. Again, round trip JFK to BCM. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): You got it. Customer: We're non-stop SAS living in New York. Agent (Lauren Riesenberger): Perfect. Okay. Yeah, let me take a look and so it kind of gives you an idea. What were they, what were you coming up with? Customer: We had a 16800. Agent (Lauren Riesenberger): Okay. Customer: It was $15,400 until give or take and so I went to book it and then suddenly at 2:00. Yes, I need it went up but sometimes fares to get down on Tuesday so maybe it'll go down late. I just take, buy it and, and if five by seven seats Warren from American. And in the section a premium Tim, it only has host thirty people. I will never know, you know, if it's refundable you could always, you know, redo it and get the lower price but I'll bet you with five by seven feet, that's gonna raise the price anyway. Agent (Lauren Riesenberger): Okay, that's. Agent (Lauren Riesenberger): Yeah, and if you look, if you look and do you. Agent (Lauren Riesenberger): Probably less availability, less availability they'll Jack up the price also you know, this trick go to. When you're looking I use Google but I go, I check all the time I go to incognito. So, they if you want to keep checking they can't track that and then you know, you may be able to book it with the lower fair. I've done that before. Customer: Anyway, yeah. Customer: Exactly, exactly. Customer: How do you do that? Agent (Lauren Riesenberger): So, you should just be able to go to Google like even on your phone and it just, it's like you click it like incognito, and it turns kind of like it black so they can't really track you. Let me see. Agent (Lauren Riesenberger): Go to like, your iPhone, and then if you go to Google and use search, I don't know Buffalo bills or something at the bottom, it just says incognito mode, and you want to click on that. Customer: Really and that's, and using which search engineer doesn't matter. Agent (Lauren Riesenberger): I use Google that's Google for me. But if you go to do that, then you could go to the delta or American and it won't see that you're looking at flights cause they track all the V-P-Ns and they know all that stuff. This it's like hidden. Customer: So, I, so I just don't know how to, how to do it incognito, so you're saying just go, I'm doing it on my computer. I don't have an iPhone, I have an Android, but I'm just trying to figure out. Agent (Lauren Riesenberger): Okay, so go to, okay, so if you're okay, you don't see, hold on. Agent (Lauren Riesenberger): Okay, so if you're still in Google, let's see. If it tells you. Let's see. Agent (Lauren Riesenberger): Let's see where. Agent (Lauren Riesenberger): Hold on. I have settings. Customer: Use a tool. Agent (Lauren Riesenberger): I do it on my phone. Customer: I need to see what you get. Agent (Lauren Riesenberger): Let's see. I know. Well, I'm used to using my phone. Not my computer, my lap my desktop for it. Customer: Interest again. Yeah, but you've got young eye, you don't have who eyes like. Agent (Lauren Riesenberger): Google. Okay, but there's an. Agent (Lauren Riesenberger): I do have all eyes, I had to get them done because I have all eyes. Customer: Cataract. Agent (Lauren Riesenberger): No, I just had really my parents have bad eyes and I had to get them done right when I got my divorce, I got late sick. So now I can see I'll ask how to do the incognito of your desktop. I'm not sure I always do it like I said off my phone but I'll let you know that's a way to do it. Customer: I could try chat, I could try ChatGPT. Don't usually tell you. Agent (Lauren Riesenberger): Yeah, what would we do without that or I do Google me and Google or best rounds. Agent (Lauren Riesenberger): Alright. Well, let me take a look at the flights, I will let you know and then and. Agent (Lauren Riesenberger): You kind of wanna make a decision. Customer: You, okay, it says here on edge control shift and on Chrome is control shift and with a different thing. Interesting. Alright, I will stay to for that and you know, don't make any reservations draining we're just pricing rain. Agent (Lauren Riesenberger): No! Yeah, absolutely, will do. I'll send you what we got we can do for you. Customer: Appreciatively. Agent (Lauren Riesenberger): Alright, sir. Take care. Have a good one. Bye-bye. Customer: Thanks, bye. Oh.