EILEEN PERRON · Sep 18, 2025 ยท 2:22 PM
Inbound · 04:35 · Planner: Shari Bazzoni · +14163717197
“every time I deal with Pavlus and I've been dealing with over ten years I think if you check my phone file I'm getting the run around”
Contact Royal Caribbean immediately to source Canadian dollar pricing for inside cabins on Brilliance of the Seas departing September 28 for two adults; call Eileen back at 647-963-8353 within the next few hours with pricing and confirmation that you will check with him before charging his American Express card ending in 1003.
Full analysis
What happened
Eileen, a 10+ year Pavlus customer from Toronto, called inbound seeking an urgent cruise booking for this Sunday (September 28) on the Brilliance of the Seas departing Boston for two people. He expressed frustration that his regular planner Stephanie routinely puts him on waitlists and that he has now been reassigned to a new planner (Andrea) without notification. Agent Shari acknowledged the reassignment, gathered cruise and pricing details (inside cabin, Canadian dollars, two adults, cruise-only), verified his American Express payment card, and committed to contacting Royal Caribbean directly to source Canadian pricing and call him back. The call ended with Eileen expecting a callback ASAP to confirm pricing before payment is processed.
Emotional read
Eileen is frustrated and somewhat impatient. He expresses annoyance about the planner reassignment and the historical pattern of delays at Pavlus, calling it 'crazy' and 'the run around.' Despite this frustration, he remains task-focused and cooperative with Shari, providing details and confirming payment information; his tone is transactional but tinged with resignation about the agency's processes.
Emotional arc through the call
Started frustrated and skeptical about the planner reassignment and the agency's track record, but gradually became more cooperative and task-focused as Shari took his request seriously and began gathering details.
How customer sees Pavlus
- negative · every time I deal with Pavlus and I've been dealing with over ten years I think if you check my phone file I'm getting the run around
- negative · every time I call her she puts me on a wait list for two or three days before she can get back to me
- negative · she didn't even tell us that or she left the company [referring to unannounced planner reassignment]
Process friction
- customer was reassigned to new planner without notification
- prior planner (Stephanie) repeatedly places customer on multi-day waitlists
- customer perceives pattern of being given the runaround over 10+ years
Value perception
Not explicitly stated. Eileen does not articulate why he continues to use Pavlus vs. booking direct with Royal Caribbean, but his urgency and willingness to work with Shari suggest he values the agency's ability to source Canadian pricing and act quickly.
Customer behaviors
initiating urgent last-minute booking requestcomparison-shopping cabin inventory (researched online first)expressing frustration with prior agent experienceaccepting reassignment and pivoting to work with available agentconfirming payment method and requesting callback confirmation
Topics & signals
| Topics | last-minute cruise availabilitypricing in Canadian dollarscabin category searchagent continuity issuerebooking after planner reassignment |
|---|---|
| Destinations | BostonTorontoCanadian cruise |
| Cruise lines | Royal CaribbeanBrilliance of the Seas |
| Buying signals | ready to book immediately for this coming Sundayconfirmed wife and himself for two adultsspecified preferred payment card (American Express)asked agent to call back ASAP with pricing |
| Objections | prior planner Stephanie puts him on waitlist for 2-3 daysfrustrated by unannounced reassignment to new planner Andreagetting the runaround despite 10+ years as customerlimited cabin inventory available online |
Analyzed 2026-05-27 21:58:03 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (4,673 chars)
Agent (Shari Bazzoni): Thank you for calling less travel, this is ary how may I help you? Customer: Hi sherry. I'm calling you from Toronto, Canada. Agent (Shari Bazzoni): Yeah, uh-huh. Customer: And I've been dealing with pat was for a long time but unfortunately, I usually deal with Stephanie partner Potter. But every time I call her, every time I call her she puts me on a wait list for two or three days before she can get back to me and in this particular instance, I haven't called her because I want to book a cruise if the price is right leaving this Sunday from Boston I live in Toronto, so I would drive from Toronto to Boston. Agent (Shari Bazzoni): Yeah. Agent (Shari Bazzoni): Uh-huh. Agent (Shari Bazzoni): Okay. Customer: So, I was wondering if you could help me sherry. Agent (Shari Bazzoni): Yeah, I can certainly check into it. It does look like you have a different talo planner name now but she has not done anything with you as of yet so I guess there was a, a process of changing involved and it's been done. So let me look at this a minute. Customer: So sorry. What? I didn't hear, I didn't know what you said. Agent (Shari Bazzoni): Yeah, it looks like you've been reassigned a different travel planner so you're not with Stephanie any longer. Looks like you're under Andrea. Customer: What? Oh, she didn't even tell us that or she left the company. Agent (Shari Bazzoni): Who definitely. No, no, it just certain times the management team will re-evaluate different, different I guess, I really don't know how they do it but they re-evaluate the different guest and, and assign them. Customer: Yeah. Customer: This is, yeah, the, the, this is my problem, every time I deal with Pavlus and I've been dealing with over ten years I think if you check my phone file I'm getting the run around as so it's crazy that so anyway, I'll give you the details of what I'm looking for and I wanna see what pat was can do for me. It's the, it, it's the brilliance of the seas roll leaving Boston this coming Sunday September 28th day, Canadian, Canadian cruise. Agent (Shari Bazzoni): Uh-huh yeah, I see in here. Agent (Shari Bazzoni): Okay. Agent (Shari Bazzoni): Okay, of course, we'll check out. Agent (Shari Bazzoni): Yeah. Agent (Shari Bazzoni): Okay for two people. Customer: I'm looking for two people. My wife myself. Do you have my profile in front of you? Agent (Shari Bazzoni): I do. That's how I know that you have a different planner now. Customer: Okay. I'm looking for the, I've looked online and there's very little cabin category left and I'm looking for the cheapest. Inside cabin basically that's all they have left it appears online. Agent (Shari Bazzoni): Okay, let me take a look at it and see what I see just a moment. Customer: So I've been given, we've been given another. Customer: I this. Customer: Yeah. Agent (Shari Bazzoni): And it departs on the twenty first, you're saying two adults just a minute. Customer: Yeah, this coming Sunday? Agent (Shari Bazzoni): Is this price in US or Canadian? Cause if it's Canadian, I'll need to. Customer: Canadian dollars, yeah, Canadian dollars, please. Agent (Shari Bazzoni): Okay, so then I'll need to get a hold of them directly so let me take the information down and we'll check on this for you. So you're looking for Canadian dollar pricing on inside cabins this Sunday two people brilliant of the seat do you want in insurance included or just the cruise? Customer: Brilliant. So. Customer: No, just the cruise only nothing else. Agent (Shari Bazzoni): Okay. Alright, and your number is 647-963-8353, is that correct or? Customer: That, yeah, the phone is back on that number, that's correct. Agent (Shari Bazzoni): Okay, let me see what I can find out for you and I'll get back with you if I have to have you on the phone when I've got them, I'll do that as well. Customer: You'll get. Customer: Okay, you'll call us right back as soon as possible then. Agent (Shari Bazzoni): As soon as I can get through the royal Caribbean to get the price Canadian I do show two cards on file for you right now and American Express ends in 1003 and there's a visa. Customer: Yeah, that, that's yeah, American Express is the one I'm using. Agent (Shari Bazzoni): Okay, alright let me see what I can find out it. Yeah. Customer: Yeah. Customer: Check with me before you put it through though. Agent (Shari Bazzoni): Oh, yeah, of course, yeah, of course. I'll get I just wanted to verify something so we can be ready. Alright let me see what I can find out for you Brian and I'll be in touch. Customer: Yeah, yeah. Customer: Yeah. Customer: Okay, thank you. Agent (Shari Bazzoni): My pleasure, bye-bye.