Edward Goodman · Dec 21, 2024 · 6:02 PM
Inbound · 06:21 · Planner: Dianne Kincaid · +13015185426
“I really would love it if you could pick the right cruise and put the hold on the damn fix the hold.”
Email Edward the corrected invoice showing April 13, 2026 departure, the three ranked cabin options, and confirmation of hold status by end of business Friday. Follow up Monday or Tuesday once Edward provides his Visa to complete the booking.
Full analysis
What happened
Edward Goodman called in because a Pavlus agent (Eni) had booked one of his two 2026 cruises with the wrong year and departure date, though no payment was taken since Amex wasn't accepted. He had been waiting for his primary agent Lauren to fix it on Monday. Edward wanted Dianne to correct the booking to the right Tauck cruise (April 13, 2026, Amsterdam round-trip), place a hold on his three preferred cabin options in ranked order, and maintain the hold pending his credit card payment on Monday or Tuesday. Dianne agreed to make the corrections, send an updated invoice, and confirmed the hold would be good for at least three days. Edward provided his instructions document via email and extracted Dianne's direct number for follow-up if needed.
Emotional read
Customer started frustrated and mildly exasperated about the booking error and cabin availability, using mild profanity ('damn fix the hold'). By mid-call, he warmed considerably once the agent acknowledged the problem and took concrete action. He became collaborative, nervously detail-oriented about cabin selection ('nervous melly'), and ended the call grateful and satisfied.
Emotional arc through the call
Started frustrated and exasperated over the booking mistake and slow weekend turnaround, then warmed considerably once Dianne took immediate ownership and committed to specific corrective actions, ending collaborative and appreciative.
How customer sees Pavlus
- negative · another agent booked the wrong year and wrong day, creating confusion and needing correction
- positive · worked with Lauren for many years; has booked two, three, four cruises with her, implying trust in the relationship
- positive · Dianne acknowledged the problem quickly ('Oh, no, okay. That's not good') and took ownership of the fix
Process friction
- another agent booked wrong cruise year and date instead of correct 2026 April 13 itinerary
- customer had to wait through weekend for primary agent to address instead of same-day correction
- wrong booking confirmation was sent without customer verification before placing
Value perception
Customer has long-standing loyalty to Pavlus (booked 2–4 cruises with Lauren over many years), suggesting perceived value in the relationship and expertise, though the recent error momentarily shook confidence.
Customer behaviors
venting about booking error and slow response over weekendproviding detailed instructions and cabin preferences in writingdeferring payment pending Monday/Tuesday credit card provisionnervous about cabin availability and securing preferred stateroomverifying all details (date, cabin numbers, hold duration) before committing
Topics & signals
| Topics | cabin hold correctionbooking date errorTauck cruisePhoenix cruise2026 itinerarycabin preferencepayment hold |
|---|---|
| Destinations | AmsterdamPhoenix |
| Cruise lines | TauckTulip Time |
| Buying signals | providing specific cabin numbers in order of preferenceconfirmed April 13 2026 departure dateready to provide credit card Monday or Tuesdaymaintaining two-cruise booking with Pavlus for 2026 |
| Objections | wrong cruise year and date booked by another agentpreferred cabin category nearly sold outconcerned hold won't be maintained through week |
Analyzed 2026-05-28 08:12:04 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (5,807 chars)
Agent (Dianne Kincaid): Thank you for holding, this is Diane. Customer: Hi! I wonder if you could help me please. Customer service guest relations sent me over to you. I'm a, a customer, I'm a customer of learn recent burger and I sent in an email yesterday with two requesting, she booked two cruises in twenty, twenty six and one was at tauck. She took care of and the other is a Phoenix and at the end of the day, she emailed me and said and I'm and I spoken to her today about the tauck. And she was gonna call me back. I can get back to him about the Phoenix and the Phoenix. She emailed me at 530 Eastern Time last night saying that she was had to quit for the weekend and she would get to it on Monday but there are plenty of cabins left and I emailed her back and said well there's only three in my category. I feel better. Someone for the hold on a cabin. Agent (Dianne Kincaid): Yeah. Customer: And she emailed me back cause, yeah, I'll get it done. So I don't know if she did it on her weekend or whether she had one working people on Saturday do it. But anyhow, I got an email from Eni, I didn't get an email from Tak which is fine. I'm from, I'm sorry, from, because I assume that Lauren would have sent me the stuff on Monday when she gets in. But unfortunately when I got the email from Eni, she booked the wrong year in the wrong day. But fortunately she couldn't put any money down because they don't take ax and she was gonna call me for my visa. So, I'm pretty sure it's just the whole, but yeah, but I really would love it if you could pick the right cruise and put the hold on the damn fix the hold, huh. Yeah, I hope that's not an unreasonable request, you know, I've worked for Lauren for many years, I booked two and three and four crazy year with her. So. Agent (Dianne Kincaid): Oh, no, okay. That's not good. Agent (Dianne Kincaid): Okay, just to hold. Okay. Agent (Dianne Kincaid): Yeah, really. What you think I was? Agent (Dianne Kincaid): Yeah, yeah. Alright, so let me what are you looking for? Let me take down the right information. I do see it looks like somebody, another agent sent the email this morning directly from Phoenix. So I have a, like a, a confirmation number and all that but let me take the, what you really want and then I can get in there and make the changes. Customer: Anything to? Customer: That before, but, yeah. Customer: Alright. Let me put you on speaker here. You know what I could do you want to give me your email address? I can send you the exact instructions I sent Lauren with cabin number preferred and everything. Yeah, what's your, what's your? Agent (Dianne Kincaid): Oh, perfect. Yeah, yeah. So it's Diane with two Ns-D-I-A-N-N-E. Agent (Dianne Kincaid): @ablistravel.com. Customer: Dianne. Customer: Computer doesn't want to be. Customer: Be B-I-A-N-N-E at have. What? Customer: And I even copied so I can paste. Yeah, I got it. Agent (Dianne Kincaid): At Ablis travel. Agent (Dianne Kincaid): Oh, okay. Customer: Yeah, here's exactly what I sent you can ignore the top part. Agent (Dianne Kincaid): Okay. Customer: Okay, here you go Dianne you can tell me if you get it. Customer: I appreciate this. I'm kind of a nervous melly about having exactly the cabin I want, and I couldn't believe that some of the better cabins were already gone. I guess it's a, it's a too lip time cruise and I guess the book so fast. Agent (Dianne Kincaid): Sure. Agent (Dianne Kincaid): Oh. Agent (Dianne Kincaid): Yeah. Yeah, they certainly do. Okay, yup, I received it now so I will go in and make those changes I'll email you an updated invoice showing the correct information and then. Customer: Yup. Customer: And then it, and it's, and it's no problem, to be a hold until I give a alarm my credit card on Monday or Tuesday, yeah. Agent (Dianne Kincaid): Correct. Yeah. Yeah, that's not an issue at all. So I will get that over to you if you have any you know, problems or if something isn't right with this one, definitely give me a callback and you know, we'll get it taken care of for you. Customer: Okay, I just, I put a list of, like, three cabin numbers which you're, which you're okay with me and order a preference. And just look at it, make sure it says 2026 April 13th for the San, make sure I'm, make sure I'm not drinking something, huh. Agent (Dianne Kincaid): They put the, okay, two looks ton to light two lips and belt them to lights round trip Amsterdam. Okay. Agent (Dianne Kincaid): Okay. Customer: Thirteen. It's it did to say thirteen April 2026? Agent (Dianne Kincaid): It does, yup. Customer: Good, I don't know how we got fourteen of 25 but whatever, okay, okay, and, and you can fix that and, and it is just a hold obviously. The wrong, the wrong one is just a hold also. Yeah, can't, it can't be money cause she doesn't have that credit card. Doesn't have the V. V., yeah, yeah, alright. And the hole will be good. The whole will be good through the week through a couple of days, you think. Agent (Dianne Kincaid): Yup. Agent (Dianne Kincaid): Correct, yup. Agent (Dianne Kincaid): Alright. Agent (Dianne Kincaid): Yeah, definitely. I'll make sure of that. I mean, I'm just now looking, getting in there but I'm sure I mean, they usually hold it for at least three days, you know, is sometimes even longer so and and since it's it is 855. Customer: Okay. What's your, what's your direct number? What's your direct number in case you have a? Agent (Dianne Kincaid): 334-9061. Customer: Alright. Thank you very much. And if there's any problem with those three cabins email me or whatever, you go all set my phone, I guess. Agent (Dianne Kincaid): Yeah, yup, I sure do. Alright, thank you is good talking with you have a great weekend. Customer: Ess. Thank you, Diane. Customer: Thanks, bye. Agent (Dianne Kincaid): Bye-bye.