Edward Goodman · Dec 31, 2025 · 5:36 PM
Inbound · 07:54 · Planner: Guest Relations · +13015185426
“I just really deserve better service than this—she should have checked instead of just sending me papers.”
Send Edward the verified Regent paid-in-full invoice and credit confirmation within the promised 5–6 minutes via the same email thread. Follow up within 24 hours to confirm he received the documents and validate that the zero onboard credit balance is now clear before his January 14th departure.
Full analysis
What happened
Edward called to escalate a complaint about Kelly's inadequate response to his question about onboard credit discrepancies on his Regent cruise booked for January 14th. His original invoice listed multiple credits, but Regent's summary showed zero onboard credit, and the invoice Kelly sent him was inconsistent with both. Instead of investigating, Kelly had simply resent existing documents. Chey quickly reviewed the booking and discovered the credits had been applied to excursions (totaling $750 in ship credits, $200 FCC), explaining the zero balance. Chey then offered to send verified documentation including the original paid-in-full invoice. Edward accepted the explanation and agreed to receive the corrected records, though he remained disappointed that Kelly had not done this legwork upfront.
Emotional read
Edward started very frustrated and angry, citing poor service from Kelly and guest relations. He was venting about receiving unhelpful responses instead of actual investigation. By mid-call, his tone shifted to calmer once Chey provided concrete answers about how credits were applied; he ended on a slightly accepting note, though still emphasizing his disappointment with the original handling.
Emotional arc through the call
Edward opened angry and deeply frustrated, demanding proper service after years of loyalty; warmed noticeably once Chey provided clear answers and took ownership of the resolution, though remained disappointed in the initial handling.
How customer sees Pavlus
- negative · Kelly sent me a couple of invoices instead of checking out my question—just checking the box before the holiday instead of treating a longtime customer properly
- negative · The guest relations department isn't giving proper service—they're not digging into issues, just handing over papers
- positive · Chason (Chey) helped me before and I recognize his voice; you're not the one I'm angry at
Process friction
- Kelly did not verify onboard credit status before responding; sent existing invoices instead of investigating
- Invoice sent by Kelly (Li invoice) was inaccurate and incomplete, showing only partial credits
- Original paid-in-full invoice was not on file and required retrieval from Regent
Value perception
Edward did not comment on Pavlus's value proposition or comparisons to other agencies. His frustration centered on service execution rather than pricing or offerings.
Customer behaviors
escalating complaint about prior poor servicereferencing correspondence with multiple parties (Lauren, guest relations)comparing conflicting documents to identify discrepanciesrequesting accountability and proper investigation rather than document forwardingaccepting resolution once explanation provided
Topics & signals
| Topics | onboard credit discrepancyinvoice accuracyexcursion chargesservice quality complaintguest relations responsiveness |
|---|---|
| Cruise lines | Regent |
| Objections | Kelly sent invoices without verifying onboard credit status firstmultiple conflicting invoices showing different credit amountsRegent summary showed zero credit but original invoice listed multiple creditsguest relations department treated as just checking boxes before holiday |
Analyzed 2026-05-27 12:20:58 by claude-haiku-4-5-20251001. Confidence 0.85.
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.