Edward Goodman · Nov 14, 2024 ยท 9:39 PM
Outbound · 08:09 · Planner: Lauren Riesenberger · +13015185426
“I get frustrated with the waiting but I appreciate the service in courtesy. You hit a home run.”
Follow up by end of tonight with: (1) confirmed flight itinerary with seats 3D-N-H and 14A-N-C, American Airlines locator code, and frequent flyer details; (2) Explorer deposit confirmation ($432); (3) updated Pavlus invoice showing $8,208 final balance and enhanced $1,957 airfare rebate. Ensure all documents are sent before April 22 final balance due date.
Full analysis
What happened
Ed called to finalize a cruise booking that had been in progress. The call centered on clarifying pricing: a cruise totaling $8,640 with a $432 deposit and $8,208 final balance due April 22nd, plus airfare. Ed compared Pavlus's pricing against cruise.com and vacations to go and initially thought competitors were cheaper, but after the agent explained that competitor ads likely included rebates, Ed acknowledged Pavlus was competitive ('you hit a home run'). The agent committed to confirming flights with Leanne, sending cruise confirmation, issuing an updated Pavlus invoice, and enhancing the airfare rebate from $865 to $1,957 to cover the price difference from a prior day's quote. Ed confirmed seats and frequent flyer numbers would be included. The booking was finalized.
Emotional read
Ed started cautious and slightly frustrated with wait times but remained fundamentally cooperative. He warmed considerably after the agent resolved the pricing confusion and demonstrated that Pavlus's rebate actually beat competitor pricing. By call's end, he was explicitly grateful ('Thank you. You, you're wonderful') and thanked the agent multiple times.
Emotional arc through the call
Started cautious and mildly frustrated with wait times, became confused and skeptical about pricing during comparison-shopping, then warmed significantly after the agent clarified the rebate math and demonstrated Pavlus beat competitors.
How customer sees Pavlus
- positive · praised good service and good pricing despite initial frustration with wait times
- positive · appreciated that Pavlus adjusted the rebate to cover price difference from yesterday
- positive · noted Pavlus pricing was competitive with major online travel agencies once rebates were factored in
- positive · expressed gratitude to agent Lauren for resolving confusion and delivering value: 'Thank you. You, you're wonderful'
Process friction
- customer had to clarify whether deposit was per-person or total, suggesting initial communication was ambiguous
- pricing confusion required agent to break down and re-explain final balance and rebate multiple times
Value perception
Ed initially questioned whether Pavlus pricing was competitive but concluded favorably once the agent explained that competitor pricing likely already included rebates. He acknowledged 'you hit a home run' and stated he didn't want to press his luck with Pavlus given good service and good pricing.
Customer behaviors
comparison-shopping actively against cruise.com and vacations to go during the callvalidating pricing details against online competitor quotes in real-timeasking detailed follow-up questions about deposit structure and cabin selectiondeferring to agent expertise once pricing logic was clarifiedready to finalize booking once value proposition was demonstrated
Topics & signals
| Topics | cruise pricing and final balancecabin selection and upgrade optionsdeposit structure and payment schedulecompetitor price comparisonrebate calculation and adjustmentairfare booking and frequent flyer integrationcabin location preferences |
|---|---|
| Cruise lines | ExplorerAmerican Airlines |
| Buying signals | confirmed booking with $432 deposit and final balance $8,208requested specific cabin locations and seats (3D-N-H, 14A-N-C)provided frequent flyer numbers for American Airlines milesaccepted rebate increase from $865 to $1,957 for airfare services |
| Objections | frustrated with waiting but appreciated service overallconfused about per-person vs total deposit amount initiallychecking competitor pricing on cruise.com and vacations to gouncertain about cabin upgrade cost relative to competitors |
Analyzed 2026-05-23 19:17:21 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (7,193 chars)
Customer: Hi Lauren. Agent (Lauren Riesenberger): Hey, Ed. How are you? Customer: Okay. Agent (Lauren Riesenberger): Alright. So, everything worked out. It is $3,250 I checked with Leanne so we can book it, and I will increase the rebate to cover the difference from yesterday's price in today's price. Customer: Okay, and that's about the 650 or so. Agent (Lauren Riesenberger): Let's see. I wrote down, you had 2928 and now it's 3250 yeah, now like, yeah, 6:40 four. Customer: Oh, so, the difference times, the difference times too. Customer: Bless you, I can't argue, I get frustrated with the waiting but I appreciate the service in courtesy. So, I, yeah, you're, you're overbooked, you're like an airplane overbook except you eventually get everybody there. Agent (Lauren Riesenberger): Well, I appreciate your patience and okay. Agent (Lauren Riesenberger): I know. I'm trying, I'm trying, I'm trying but I will get these confirmed, I will confirm explorer change the cabin make the deposit there. So you'll see two charges, one for explorer 432 for the deposit. And then for the airline tickets. Customer: Okay, and you you're sure about that. 4:32 that seems strange when I looked at the invoice I thought it was per person but. Agent (Lauren Riesenberger): I mean, I'm, like I said I'm looking at it right now and it does say, okay, so, first deposit, $432 due date, amount due $432, I'm going that, that's one that's total, it's total. Customer: But that's per person now. Agent (Lauren Riesenberger): No, that's total. You have a reduced. Customer: The whole cruise together is $8,000 for two of it. Agent (Lauren Riesenberger): Correct. So. Right. So with the current promotion, the twenty percent promotion that you guys are receiving, it's an exclusive sale 2160 off, that also comes with a reduced deposit, so that's why. Customer: Okay, so the total price of the trip is around $8,200. Give her take. Agent (Lauren Riesenberger): Correct, the final balance will be 8208 do April 22nd and then you get our rebate. Customer: Like be 828208 plus the 4:30 two. Agent (Lauren Riesenberger): Yeah, no, no, no, no, so with the savings that you I'm gonna break it down so the cruise there is $5,400 per person and then you each or total you guys are receiving $2,160 off a total so it brings the total down to $8,640 for the cruise. Customer: Okay. Agent (Lauren Riesenberger): And then minus $432, we leave you a final balance of $8,208 in April. Customer: 8208. Agent (Lauren Riesenberger): Yes, for the final. Customer: For the final now that's you have a second because. Agent (Lauren Riesenberger): Mm-hmm. Customer: And that's for the second to the cheapest cabinet. So, so I can get a little bit more a little better location. That's for the second to the cheapest cabin, because when I go on and then then I don't wanna press one luck with you guys good, good service here in good pricing. But let me just look at some, something here. It'll make me happy, you'd be patient. Okay I'm going to the big on the web competitor. Agent (Lauren Riesenberger): Correct, correct. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Okay, yeah, go ahead. Agent (Lauren Riesenberger): Okay. Customer: And I'm booking is are your buddy of cruise.com and I'm booking. Customer: That's the best general website around. Agent (Lauren Riesenberger): I know. Customer: That and vacations to go, if we just wanna look at itineraries, it's not good for price, but it's great price. Inari. Alright. So they're showing a price of $4,050 for the cheapest Catherin, so let me put that in for the second cheapest cabin in. Agent (Lauren Riesenberger): Mm-hmm. Customer: Hang on. Customer: There that works wake up. Agent (Lauren Riesenberger): Might be a lis exclusive. That may be why. Customer: Now, they're showing 8nowcruise.com it's showing <CURR> even for the $8,100 same cabin 858015 they're showing a total of <CURR>. Agent (Lauren Riesenberger): For what? Customer: And you guys are showing me $8,640 so I just thought I'd let you know that I again, I don't want have you already been nice on the price. I do you guys like to know any Nott. Agent (Lauren Riesenberger): That might include their rebate, they maybe do their rebate in that. I don't know how they do that. Click-through click. I'm interested. Customer: That's right, that's right. That doesn't include your rebate, your rebates. What about $800, what was it, seven something. Agent (Lauren Riesenberger): Hold on one second. 865. Customer: Yeah, if I count the rebate if you win, you're right. I forgot about that. If I count the rebate you win. Agent (Lauren Riesenberger): That's probably how they're advertising it with the savings include the rebate included. So, you're getting, yeah. Customer: That's probably it, you, very good point, very good point, you hit a home run, you hit a home run you. Agent (Lauren Riesenberger): If you find it, usually I try but if you do find it's cheaper let me know. But, yeah, with the rebate and then the extra savings, it's actually better from Ablis but yeah, got, it's always get to compare. Alright, so what I'll do. Customer: Yeah, okay. Agent (Lauren Riesenberger): I'll confirm your flights with Leanne we could be good to go. You'll get your confirmation shortly by the end of tonight that they're ticketed with the seats that you requested three D-N-H, fourteen A-N-C. And then I will send over the confirmation from explorer, showing you are deposited for $432. Customer: Okay, and then I'll get a Ablis invoice, showing the full including your enhanced to rebate. Agent (Lauren Riesenberger): Correct, and then what I'm gonna do is in, I'm gonna do a note that since we did your airfare for this, I will submit the rebate for that hold on one second. Customer: And that would be the 1313 plus the difference that you're making up to me. Agent (Lauren Riesenberger): Got it. Yup, $1,313 was that for the rebate. And then, how much $644 so, your new rebate, sir will be $1,957 for the airfare that since we booked your to. And then also, just the increase to cover the price difference for this airfare. Customer: Thank you. You, you're wonderful. We can you. Thanks one more thing. And, and then so the frequent flyer numbers are going to be in there. So, if I go into the American airlines website and sign in under my frequent player number that the. Agent (Lauren Riesenberger): Mm-hmm thank you sir. Thank you, thank you. I'll be. Agent (Lauren Riesenberger): Correct. Yes, and if, and if there's any other like nu numbers or anything like that you need to update with American, you can do that but no, we'll put your American numbers in there for sure and you'll get your miles. Customer: Okay. So, so it will show now do you have a Ali locator code or do you just, will give me the American locator code? Agent (Lauren Riesenberger): It will be American you'll get the American locator code. Customer: Alright, thanks a lot. Agent (Lauren Riesenberger): Alright, sir. If there's not a problems, I'll give you a callback. Otherwise, look for all these emails from us and I appreciate you. Alright, take care. Bye-bye. Customer: Okay, appreciate it. Bye-bye.