(469) 867-1555
Average sentiment
0.25
positive
Trajectory
▲ improving over time
across 3 analyzed calls
Current stage
Support
Primary planner
Kay Kostecki
3 calls
Phone
+14698671555
id 4774737296695296
“I think you'll like Pavlus. We've used Pavlus now for about ten to fifteen years and I think they're incredible.”most recent call
Next best action:
Contact Oceana today with customer's requested dates (March 10 arrival, March 31 or April 1 departure) and confirm to customer via email (cc'ing both Charlie and Donna) that the request is submitted, with an expected itinerary delivery target of mid-to-late November.
Contact Oceana today with customer's requested dates (March 10 arrival, March 31 or April 1 departure) and confirm to customer via email (cc'ing both Charlie and Donna) that the request is submitted, with an expected itinerary delivery target of mid-to-late November.
Narrative
Customer Charlie called regarding a Norwegian Cruise/Oceana cruise booked two years ago that includes pre- and post-cruise air travel. He was confused about how the included air works, when flights would be scheduled, and whether the three days prior / two days after benefit was truly free. The agent (Kay, new to Oceana) initially misstated the policy but quickly corrected herself and confirmed the customer was right: pre- and post-cruise air within three days is free if requested before 110 days out. The agent committed to contacting Oceana today with the customer's preferred dates (March 10 arrival, March 31 or April 1 departure) and confirmed that a proposed flight itinerary would arrive mid-to-late November for customer approval. The call ended with the agent collecting the customer's email address so both the customer and his wife receive all future communications.
How they see Pavlus
+ customer praised Pavlus Travel unprompted: 'I think you'll like Pavlus. We've used Pavlus now for about ten to fifteen years and I think they're incredible.'
+ customer complimented the agent for calling back quickly
· customer noted agent is new to Oceana and the agency but expressed understanding: 'not a problem' when agent apologized for initial confusion
Process friction they hit
- agent had incorrect or incomplete notes on Oceana's air inclusion policy, requiring a correction during the call
Customer behaviors observed
seeking clarification on a confusing policy from a prior bookingverifying contract terms he had read two years agoasking detailed questions about Oceana's standard flight practicesproviding specific travel dates and preferencesconfirming process and next stepsbeing collaborative and patient with a new agent
| Value perception | Customer implied strong loyalty to Pavlus Travel over 10–15 years, calling them 'incredible.' He did not explicitly compare Pavlus to booking direct or other agencies, but his long tenure and willingness to return for a fifth or sixth cruise with them suggests trust in the relationship. |
|---|---|
| Emotional arc | Started with mild frustration about confusion and uncertainty, gradually warmed as the agent clarified policy and acknowledged her error, and ended in a positive, almost collegial tone complimenting both the agent and the agency. |
What this customer cares about
| Destinations | none |
|---|---|
| Cruise lines / operators | Norwegian Cruise LineOceana |
| Topics | included air package clarificationpre- and post-cruise air bookingflight itinerary schedulingOceana cruise line processflight bookingair concierge service |
Signals across all calls
| Buying signals | confirmed specific travel dates: March 10th arrival, March 31st or April 1st departurestated this is their fifth or sixth cruise with Oceanaexpressed intent to use business class air option included in package |
|---|---|
| Objections | uncertain how included air works and when notification happensconcerned about whether pre/post air truly costs nothingworried about Oceana booking unreasonable flight times |
| Latest emotional read | Customer started cautious and slightly frustrated about confusion around the air package terms, asking clarifying questions with some urgency. By mid-call, after the agent confirmed the customer's interpretation was correct and apologized for initial confusion, the customer warmed noticeably. Ended the call in an upbeat, collaborative tone, complimenting both the agent and Pavlus Travel. |
Individual calls (3 analyzed, 0 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 14:44 | Kay Kostecki | positive (0.75) | Support | Contact Oceana today with customer's requested dates (March 10 arrival, March 31 or April 1 departure) and confirm to customer via email (c… | call data | Dialpad ↗ |
| 2026-08-06 18:41 | Kay Kostecki | neutral (0.00) | Support | Send the promised email with flight booking options for Oceana and the callback number. Follow up if the customer does not respond within 4… | call data | Dialpad ↗ |
| 2026-08-06 18:41 | Kay Kostecki | neutral (0.00) | Support | Send the promised email to Charlie Bush with full details of the Oceana flight request and clear instructions on next steps. Follow up with… | call data | Dialpad ↗ |