Pavlus Admin

EILEEN PERRON · Sep 18, 2025 · 3:30 PM

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Inbound · 13:23 · Planner: Andrea Zacarias · +14163717197

Sentiment

negative (-0.30)

Intent

booked

Trajectory

improved

“I've been dealing with publish for well over a number maybe ten years and I have never before been experienced... usually when I'm changing agents, I'm advised by someone”

Next best action
Send Brian a corrected Celebrity Cruise quote for two people (not three) within 24 hours, and copy management to confirm his next assigned travel planner and commit to direct response SLA going forward. Flag internally that agent continuity process is broken and that customer is at flight-risk despite ten-year tenure.

Full analysis

What happened

Brian called to book a Royal Caribbean cruise departing Sunday and to escalate ongoing frustrations with Pavlus service. He had emailed that morning about the Royal Caribbean booking and separately was waiting on a Celebrity Cruise quote that Andrea had sent two days prior with clarification questions he believed he had answered. Andrea apologized for delays due to a meeting and immediately pulled up the Royal Caribbean invoice, clarifying onboard credit amounts ($175 from Royal Caribbean + $130 from Pavlus). Brian questioned refundability of Pavlus credits, Andrea agreed to check. Brian then raised concerns about agent continuity—he'd worked with Stephanie Potter for five years and was unsure if Andrea or Teresa was now his planner. Andrea booked the cruise for $2,797 CAD on his AmEx ending 1003, confirmed the reservation, and promised to send final confirmation. Brian separately vented about poor communication patterns (Stephanie saying 'too busy' in emails, lack of transition notification), mentioned speaking with VP Mark Stephens, and threatened to consider other agencies despite loyalty to Pavlus for onboard credits. Andrea committed to flagging his concerns with management and sending him the Celebrity Cruise quote information. The call ended with Brian and Andrea on slightly better terms, though his underlying dissatisfaction remained unresolved.

Emotional read

Brian started the call frustrated and defensive—feeling unheard and poorly managed through multiple email exchanges and agent transitions. He was skeptical of Andrea's competence early on ('you seem to be losing control'). However, as the booking progressed and Andrea secured the Royal Caribbean reservation, his tone shifted to resignation and mild acceptance; he concluded on a softer note, though still venting about systemic service gaps at Pavlus.

Emotional arc through the call

Brian began angry and accusatory about being deprioritized ('you seem to be losing control'), warmed slightly once Andrea secured the Royal Caribbean booking and acknowledged his concerns, but ended still frustrated about systemic communication and transition failures.

How customer sees Pavlus

negative · promised to get back to me a few days ago concerning another cruise on celebrity which I never heard back from you
negative · you seem to be losing a little bit of control
negative · the last few times that I'm trying to get a quote or book something Stephanie says to me in email I'm too busy. I will get back to you in a few days and sometimes as you know as we've done today this is unacceptable
negative · when I'm changing agents, I'm never advised by someone... I don't even know who I'm dealing with now—they said my file was transferred to Teresa and that's the first I heard of it
positive · the reason why we deal with publish is that we get good serves in general. And we get some sort of onboard credit
negative · lots of travel agents in the world

Process friction

customer was not notified of agent transition; found out via operator that file was transferred to Teresa
Celebrity Cruise quote sent two days ago with clarification request but customer claims he responded and received no follow-up
initial Royal Caribbean quote was for three people; customer corrected to two people but never received corrected quote
multiple agents (Sherry, Stephanie, now Andrea, and Teresa) creating confusion about who owns the relationship
lack of proactive communication when switching agents after long-term relationship

Value perception

We deal with Pavlus because we get good service in general and we get some sort of onboard credit. However, Brian implied this value is eroding due to service failures and indicated there are many other travel agents available.

Customer behaviors

venting about systemic service failures at Pavlus despite loyaltydefending his email responses and correcting agent's version of email historyasserting his needs while threatening to switch to competitorspivoting from complaint mode to transactional booking modedeferring decision on Celebrity Cruise pending receipt of corrected quotetesting whether agent will follow through on promised actions

Topics & signals

Topics	Royal Caribbean cruise bookingOnboard creditsAgent transition/continuityEmail responsivenessCelebrity Cruise quote
Destinations	Canada
Cruise lines	Royal CaribbeanCelebrity CruisesOcean (implied from context)
Buying signals	authorized charging full $2,797 CAD to American Express on file immediatelyconfirmed booking and agreed to proceed despite frustrationscommitted to working with Andrea going forward rather than requesting Stephanieready to register online and awaiting final confirmation
Objections	frustrated by lack of follow-up on Celebrity Cruise quote sent two days agoconcerned about agent continuity after five-year relationship with Stephanie Potterdisappointed by vague agent responsiveness and 'too busy' emails from Stephanieconfused about who his assigned planner actually is after hearing about Teresaunclear if onboard credit refundable policy matches what he gets with other agencies

Analyzed 2026-05-27 21:54:33 by claude-haiku-4-5-20251001. Confidence 0.92.

Transcript (10,793 chars)

Customer: Yeah.
Agent (Andrea Zacarias): Thank you for calling Pavlus travel. This is Andrea speaking. How can I help you today?
Customer: Who is this?
Agent (Andrea Zacarias): This is Andrea with Pavlus travel.
Customer: Yes, hi Andrea, you're talking so fast. It's Brian aren speaking.
Agent (Andrea Zacarias): Okay, how can I help you today?
Customer: You don't know who I am?
Agent (Andrea Zacarias): No, I have a, I have an idea as to who you are.
Customer: I just sent, I just sent you an email about a booking for this weekend which was done through your office this morning through sherry.
Agent (Andrea Zacarias): Correct. Yes, I was CC on it. Yeah, I just finished a meeting so I do apologize about that. Am I speaking with Brian?
Customer: And I.
Customer: Yes, and you promise to get back to me a few days ago concerning another cruise on celebrity which I never heard back from you. So we're not off to a good start.
Agent (Andrea Zacarias): Okay.
Agent (Andrea Zacarias): I'd have to look into my emails to see, cause okay, but how can I help you out today?
Customer: No, you seem to be losing a little bit of control, that's why I a little disappointed. So how can you, yeah, yeah.
Agent (Andrea Zacarias): Not at all sir. I mean, I'm here to help you out but I just, I, this is the first time that we've had a conversation over the phone so alright, I'll be uh-huh.
Customer: So if you look in your email, if you look in your emails right now, I sent you.
Agent (Andrea Zacarias): Oh yes I remember a conversation I had the email here I sent you an email with a quote for a celebrity cruise and so I sent you an email stating as to like to clarify a couple of things. And then I never got a response from you. So that was about two days ago.
Customer: Yeah.
Customer: Yes, I did respond to you but you haven't got back to me but regardless of that we put that on the side for a second. I'm talking about another crew, I'm talking about another crews leading this Sunday on royal Caribbean and I sent you an email at 11:18 this morning.
Agent (Andrea Zacarias): Sure.
Agent (Andrea Zacarias): So, yes, the email that you sent out was sent over to sherry and she forwarded it to me but as I mentioned, we were in a meeting. So I unfortunately, have not looked at my email, I'm looking at it right now. This is the one that's saving from royal Caribbean. Okay, it's on a complimentary hold I'm assuming.
Agent (Andrea Zacarias): Hello, Brian?
Customer: Yeah, yup.
Agent (Andrea Zacarias): Okay, is it on a complimentary hold?
Customer: Okay.
Customer: Yeah, so I have a question about the onboard credits. I have two there, one for a 175 from royal Caribbean and one from publish or 135 is that correct?
Agent (Andrea Zacarias): Let me look into the invoice that cherry made for you. Give me one second.
Customer: That's what?
Agent (Andrea Zacarias): Yup, you have 130 from Pavlus and then 175 from royal Caribbean.
Customer: Because it says if you read it says $175 total shipboard credit was travel. So this is $130.
Customer: US onboard credit from paddle travel.
Agent (Andrea Zacarias): Okay. So if you see above it says, royal Caribbean description $175 total ship work credit then underneath it says, publish travel description $130 of onboard credit. So, you're getting $175 from royal Caribbean and then $130 from publish travel.
Customer: Is the 130 from travel travel refundable?
Agent (Andrea Zacarias): Refundable to like a cash back.
Customer: It, yeah.
Agent (Andrea Zacarias): I can double-check that's not something that we are regularly do but I can double-check to see if it's offered if you're not able to use all of the onboard credit onboard.
Customer: Yeah, well it's always done with ocean. Yeah when I book everything with tablets, the onboard credit with tablet is always refundable.
Agent (Andrea Zacarias): Okay. Well, I can double-check again if you don't use the full amount on board.
Customer: It's not in, it's not an, it's not important at this point. I just, the question I asked.
Agent (Andrea Zacarias): Okay.
Customer: Okay. And my, my next question is I've been dealing for five years with Stephanie Potter. I'm not, I'm not dealing with her anymore, I'm going to be dealing with you, is that correct?
Agent (Andrea Zacarias): Uh-huh.
Agent (Andrea Zacarias): I can make sure of that. That's, I can confirm to see.
Customer: Well, okay, it's neither here north there at this point anyway, so what I would like you to do now, please is book this cruise for Sunday.
Agent (Andrea Zacarias): Okay.
Customer: You have been American Express card on file?
Agent (Andrea Zacarias): Give me one second, I'll just double-check.
Agent (Andrea Zacarias): I have an American Express ending in 1003 for the expiration date of July, 2027.
Customer: So that's the one to use, please.
Agent (Andrea Zacarias): Okay.
Customer: So, what I wanna see from you do I have to, I have to register online for this cruise and everything that goes with it? So I'll wait for a final confirmation from you or what.
Agent (Andrea Zacarias): Yes, so let me just.
Agent (Andrea Zacarias): Make sure that I'm able to open the reservation. Give me one second if you don't mind.
Agent (Andrea Zacarias): Okay, so just to confirm, this is the royal Kirb. Cruise on the brilliance of the C. seven nights, Canada trip for two guest.
Agent (Andrea Zacarias): Okay, and the total price is coming out to $2,797 and you wanted to make the full amount.
Customer: Can I that's Canadian, Canadian.
Agent (Andrea Zacarias): Correct. Yes. Canadian mm-hmm.
Agent (Andrea Zacarias): And alrighty, let's double-check so we're making the, let me just double-check here, you wanted to make the full amount today for the $2,797, is that the amount that you'd wanted to pay?
Customer: Well, I'm leaving Sunday. Don't I have to.
Agent (Andrea Zacarias): Well, yeah, but I just wanted to make sure unless you wanted to use another card that's something that I always ask, so.
Customer: No, just that card please.
Agent (Andrea Zacarias): Alrighty. So, it's just processing the payment as of now let you know once it's been done. Wonderful. So, you are all set so, you're officially booked. I'm gonna go ahead and receive the confirmation from them shortly. So, I can go ahead and send you the confirmation with the official publish invoice and it'll reflect that you know owe nothing on the reservation and then I can send that over to you, to your email.
Customer: So, the booking number has been confirmed. So I guess, I can go in now and do what I have to do.
Agent (Andrea Zacarias): Correct, yes, mm-hmm.
Customer: Okay, and as far as, you know, I've been dealing with publish for well over a, a number maybe ten years and.
Customer: I have never before been experienced, usually when I'm changing agents, I'm advised by someone and I don't care who I deal with but as long as there's some sort of knowledge at my end of what, what's happening going forward because the last few times that I'm trying to get a quote or book something Stephanie says to me in email I'm too busy. I will get back to you in a few days and sometimes as you know as we've done today this is unacceptable, so.
Agent (Andrea Zacarias): Mm-hmm.
Customer: I don't know where to go with this. I spoken to your VP operations mark step, I think his last name is or something like that and when I spoke to someone this morning on the operator she says well your file has been transferred to Teresa and I said that's the first I've heard of that. So I'm just no, there, there's lots of travel agents in the world. And the reason why we deal with publish is that.
Agent (Andrea Zacarias): Okay.
Customer: We get good serves in general. And we get some sort of onboard credit. So, I'm just, I'm just trying to say that, listen that at the end of the day I'm just been up in a happy camper.
Agent (Andrea Zacarias): No, of course I understand. I can definitely mentioned it to my manager to see who is going to be your official, you know, travel planner. If you feel more comfortable you know, working directly with Stephanie since you've worked with her for a while. That's completely understandable. But I'll definitely go ahead and bring, I'll bring it up to them in regards of not being notified.
Customer: Well.
Customer: I can, I can deal, what. I can deal I can deal with you. I've only been dealing with Stephanie for a year or so because someone else left the company and so it's been like a revolving door.
Agent (Andrea Zacarias): No, I understand, but what I was trying to say is, I can definitely let them know how you feel as well as not being notified and we can go from there and I can send you an email in regards to that, okay?
Customer: Okay, thank you very much and as far as the others cruises concerned if you can look at my last email with the questions I've made and get back to me. I'd appreciate it.
Agent (Andrea Zacarias): Mm-hmm.
Agent (Andrea Zacarias): Well I did send you an email in regards to your past one and I did send an email just kind of answering questions that you had.
Customer: Yeah, we're, we're yeah. No, no, you, no, you didn't because you quoted me for three people and you said that was just let me finish. Let me, let, let, let me finish please.
Agent (Andrea Zacarias): No, I understand that and then you followed up with an.
Customer: You first quarter me for three people and then you said to me that, well, that was the information that I got. Well, you got wrong information that was for two people and I never got a quote back from you for two people.
Customer: The last quote I got was for three people. The last quote I got for you was.
Agent (Andrea Zacarias): Okay, so in this mm-hmm, okay. No, of course, I understand that, I understand that Brian I completely understand that and you sent me another email and I responded with the questions that you had asked initially I did not receive an email from you. So in this case if you want another one for a quote for two I'd be happy to go ahead and send that over but in this case, I did respond to the email that you sent me last.
Customer: Well, you are incorrect because I'm gonna flip to you now the last email that I sent to you but you did not respond to.
Agent (Andrea Zacarias): Okay, please, you can go ahead and send it to me because we have all the information that we have here from the last two emails that you've sent. And I did go ahead and send it about two days ago, it, on September sixteenth I sent you an email to clarify a couple of things and I did not have a response from there. So if there was a miscommunication on either end, you know, definitely understand that but there was a response to the initial email.
Customer: Okay, thank you very much.
Agent (Andrea Zacarias): Yeah, my pleasure.