Kevin Rose · Aug 24, 2023 · 6:57 PM
Inbound · 02:22 · Planner: Guest Relations · +17752246283
“I provided my credit card like you asked and I haven't heard anything since.”
Heather should call Kevin tomorrow to complete the Blacklane transfer booking and send a fresh, consolidated confirmation email separate from prior email threads to avoid confusion.
Full analysis
What happened
Kevin called looking for Heather because Pam Chavez had initiated a cruise-to-airport transfer booking that was escalated to customer service. Kevin had already confirmed with a credit card per Heather's email request but received no follow-up. Christy found the incomplete task, offered to complete the Blacklane transfer booking immediately for a 4:30 pickup, and offered a fresh confirmation email. However, Kevin then asked to wait for Heather to call him back tomorrow instead, preferring to keep continuity with his original contact. Christy agreed and committed to having Heather reach out.
Emotional read
Kevin started frustrated and slightly impatient—he had provided a credit card and heard nothing back. His tone shifted noticeably when Christy offered to handle the task immediately and explained her role as director of guest relations. He became deferential and appreciative by call's end, though he ultimately decided to wait for Heather rather than accept Christy's help.
Emotional arc through the call
Started mildly frustrated by lack of communication, warmed noticeably when Christy identified herself as director of guest relations and took ownership, but ultimately chose continuity over immediate resolution.
How customer sees Pavlus
- negative · said he provided a credit card as requested but 'haven't heard anything' since, implying delayed or dropped follow-up
- positive · expressed appreciation when Christy offered immediate help and revealed she was director of guest relations: 'that works great that's super no worries, thank you very much'
Process friction
- customer provided credit card per agent email but received no confirmation or status update
- multiple emails about the same transfer task made it hard to follow
- task was handed off to customer service but not completed in a timely way
Value perception
Not directly stated. Kevin did not comment on Pavlus's value proposition vs alternatives.
Customer behaviors
following up on incomplete taskrequesting process clarification (consolidation of email threads)deferring to original agent relationship over convenience
Topics & signals
| Topics | airport transfer bookingservice follow-upconfirmation email managementBlacklane ground transportation |
|---|---|
| Cruise lines | Viking |
| Objections | frustrated by lack of communication after providing credit cardconfused by multiple email threads about same transfer |
Analyzed 2026-05-23 15:17:59 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (2,933 chars)
Agent (Christy Rost): Thank you for calling publish travel, this is Christy. Customer: Hey, Christy my name is Cavin Ros, I got an email from Heather and I had a question for is she available? Agent (Christy Rost): Actually, she is not. I do apologize. She is on her plans. It's back to back to her home. We flew all the everybody who lives outside of Albuquerque in this week for a conference and today they're traveling back home but she will be in tomorrow. I don't know if you want me to have her call you or if there's something that maybe I can. Customer: Yeah. Customer: Maybe you, maybe you can help me Pam Chavez is trying to get me a transfer from a cruise ship to the airport. And she turned it over to customer service. Heather and Heather emailed me and said please confirm this with a credit card which I did and I says, please let me know when something's done and I haven't heard anything. Agent (Christy Rost): Okay. Agent (Christy Rost): It's probably cause she hasn't had a chance to do it as of yet. I'm looking hold on one second, I do, see it right here. Please book the transfer for the 4:30 pickup. I can definitely get it done for you today. Yeah, she hasn't, she just hasn't completed this yet so I do apologize. She worked on emails a little bit yesterday but it, but, but I can get this done and then I'll send you that confirmation over. Okay? Customer: Okay, yeah. Customer: Yeah, yup. Yup. Customer: Oh, okay. That's fine. Yeah, that's all right. Yeah, okay. Customer: Alright. Customer: Yeah, can you can you send me a separate confirmation cause they keep adding to it in a regular email and it's hard to follow with about the different yeah. If you can just started with a brand new email I'd appreciate it. Agent (Christy Rost): I definitely can do that. So, I'll call as soon as we hang up I'll call Viking and get it or the black blacklane one is what it is. Customer: Yeah, and I think, well, it's not, not, it's not Viking. It's blacklane it's, yeah, but, yeah, it's up to you. There's a, it's a website. If you don't want to deal, you can wait for Heather to do it, don't worry about it we can just, if you want to wait for her to come back, okay, whatever work that yeah, yeah, let's, yeah, let's, let's wait, yeah, if you want to just have her call me tomorrow that'd be cool. Agent (Christy Rost): Blackline. Okay. Agent (Christy Rost): Yeah. Agent (Christy Rost): By clean. Okay, I can look into it. I was kind of rather because I know where she what she's left off at but I'm actually, oh. Agent (Christy Rost): Okay, doing absolutely. I'm actually the director of guest relations. I'm filling in the phones because we are so short staffed so I'll definitely make sure she'll reach out to you tomorrow, okay? Customer: Oh, okay, under, okay, yeah that works great that's super no worries, thank you very much. Agent (Christy Rost): My pleasure, thank you. Bye-bye. Customer: Bye, bye bye.