Curti Barbarick
Average sentiment
0.48
positive
Trajectory
→ steady
across 22 analyzed calls
Current stage
Support
Primary planner
Guest Relations
plus 8 others
Phone
+15303560140
id 5934330948272128
“We referred Robert and April, and the first customer service person said we would get $500 check.”most recent call
Next best action:
Call Curtis back on 0140 by Monday with clarification from Diane on the referral payment status and confirmation of whether the $500 check was sent to Curtis or needs to be reissued. Confirm delivery address if a reissue is required.
Call Curtis back on 0140 by Monday with clarification from Diane on the referral payment status and confirmation of whether the $500 check was sent to Curtis or needs to be reissued. Confirm delivery address if a reissue is required.
Narrative
Curtis called with questions about his upcoming Viking biking cruise to Paris, departing June 27th. He and his wife are arriving June 26th at a different hotel than the land package specifies, and he was uncertain about airport transfer logistics and how to connect with the Viking host. The agent methodically reviewed his booking documents (journey summary, final payment invoice) to clarify: (1) he has a land package with Viking-included transfers to the Hyatt Regency Paris on the 27th; (2) he can contact the front desk or call the ship if needed to locate the host; (3) gratuities and the Silver Spirits beverage package are prepaid; (4) he and his wife each have $150 onboard credits available to spend on the ship; (5) the referral bonus of $500 will be sent a few weeks after they return. All questions were resolved by the end of the call.
How they see Pavlus
− referral check was sent to the wrong person (Regina) instead of to Curtis, causing confusion and a support call
+ Agent Briana was helpful and took ownership of the issue, promising follow-up by Monday
· acknowledged previous agent promised $500 referral check without disputing the commitment
+ Briana said she would get the issue 'straightened out' and follow up quickly, implying confidence in resolution
+ stated 'you had been very helpful thank you very much' and 'my pleasure' was exchanged, indicating satisfaction with Anastasia's service
· mentioned receiving an email from Pavlus yesterday about the upcoming trip, implying regular pre-trip communication from the agency
+ praised Pavlus travel directly: 'you had been very helpful thank you very much'
+ acknowledged receiving a $300 gift from Pavlus travel that was uploaded April 1st
+ 19 more observations
Process friction they hit
- referral payment sent to wrong recipient (Regina instead of Curtis), creating tracking confusion
- account ownership transitioned from planner Andy B to Diane without clear handoff on referral status
- referral check attribution was mislabeled (sent to Regina rather than Curtis), causing customer to not receive promised payment
- account transitioned from Andy B to Diane without clear handoff of referral tracking details
- customer had to clarify the referral chain (Regina → Curtis/Lisa; Curtis/Lisa → Robert/April) rather than system having it correct
- Pavlus invoice contained placeholder/inaccurate dates that differed from actual booking dates, causing customer confusion
- Pavlus invoice contained placeholder dates that conflicted with actual booking dates, causing customer confusion about which dates were real
- Global Entry numbers were not already on file in Pavlus system despite having an existing booking
- travel insurance had to be paid outside normal payment process, not reflected in standard billing
- airline tickets not yet finalized; customer unclear on timeline for when they will be booked
- booking dates in Pavlus system (June 27–July 8) do not match Viking's website tour dates (June 29–July 10), causing customer confusion
- hotel add-on ($400) was included without customer wanting it; customer had to actively request it be removed
- travel insurance required separate payment method instead of credit card, adding friction to the process
- Customer experienced audio clarity difficulty during greeting ('I'm not hearing you well')
- customer had to call in by phone to provide credit card rather than being able to do so via email or secure portal
- customer must wait for planner Diane to contact them with availability rather than receiving immediate rebooking options
- requested agent unavailable at time of customer callback, requiring customer to wait for return call instead of immediate connection
- system prevented form completion when passport expiration date fell before trip date
- form submission system blocks completion when dependent passport is expired or expiring
- customer receiving repeated registration reminder emails despite having already submitted information
- unclear communication about which forms are mandatory vs. optional on the Viking registration portal
- lack of clarity in online interface about green checkmark vs. 'completed' status for individual travelers
- customer receiving repeated registration emails without clear explanation of what is missing or required
- website form interface does not clearly distinguish between mandatory and optional documents
Customer behaviors observed
following up on promised referral paymentclarifying referral chain and account historyrequesting callback for resolutionfollowing up on promised incentive payment after trip completionproviding detailed names and spelling to help agent locate accountsclarifying referral relationship chain when system data was incorrectpreferring phone callback over email for follow-upseeking clarification on unfamiliar trip logisticsverifying multiple benefit details from original and changed bookingasking about referral program payoutreviewing documents during the call with the agentreviewing final booking documents while on callasking clarifying questions about rebooking changes from May to Juneverifying credits and inclusions against online Viking portalseeking logistical assurance before departureseeking clarification on payment invoice before account drawverifying passenger names against passport recordsproviding frequent-traveler identification numbers for cruise bookingorganized and detail-oriented, speaking with specific reference numbersverifying invoice accuracy and payment details before draw datedouble-checking passenger name spelling against passportsproviding travel documentation numbers for booking completioncross-referencing multiple documents to ensure consistencyverifying booking details before payment is chargedcross-checking Pavlus booking dates against Viking's websitemaking accommodation substitutions to reduce costsdeferring airline ticket booking pending clarificationconfirming insurance coverage with agentverifying details before payment is chargedcomparison-checking Pavlus records against Viking's websitenegotiating unwanted add-ons and accommodationscost-conscious about hotel bookings and willing to self-arrangeasking targeted clarification questions in logical sequencecompleting a required administrative taskfollowing direction from his existing travel agent Diane Kinkadeproviding sensitive payment information over the phoneproviding credit card details over the phonefollowing agent instructions to call in for payment processingdeferring to existing travel agent Diane Kinkadecoordinating with spouse and travel companions on datesproactively surfacing payment deadline constraintresearching destination-specific seasonal activitiesdeferring final decision pending planner review and spouse confirmationcoordinating with spouse on new travel datesresearching destination-specific activities and seasonal constraintsproblem-solving around group availabilitymanaging a tight payment deadlinedeferring final rebooking decision pending planner callbackrequesting callback from specific agentpreferring continuity with prior plannerrequesting continuity with existing agentaccepting callback arrangement without complaintproviding direct contact information for follow-uprequesting specific agent by namebrief, direct interactionasking for specific agent by nameproactively calling back to report a discovered blockertaking immediate action to resolve (starting passport renewal today)sharing personal experience to manage expectations on timelineproactively calling back with status updatetaking ownership of passport renewal tasksharing personal experience to establish timeline confidencedeclining further proactive contactrequested specific agent by namepolite and compliant with hold requestseeking continuity in conversationproactively attempting to complete pre-trip registrationdeferring travel insurance purchase until end of Augustseeking clarification on required vs. optional documentationreceptive to agent guidance and follow-up callbackproactively working on pre-trip requirementsseeking clarification on registration requirementsdeferring travel insurance purchase to later (August) per agent guidancecollaborative problem-solving with agent
| Value perception | Curtis did not explicitly comment on Pavlus's value versus alternatives, but his willingness to work through registration issues and his initial statement that 'our travel agent said it really is not significant to do that right now' regarding insurance suggests he trusts Pavlus's guidance. |
|---|---|
| Emotional arc | Curtis began with mild frustration or confusion about confusing emails and unclear registration requirements, but progressively relaxed as Tyler provided clear step-by-step guidance and committed to investigating on his behalf. |
What this customer cares about
| Destinations | ParisHyatt Regency ParisZurichSwitzerlandBern |
|---|---|
| Cruise lines / operators | VikingBikyBikingTy visa |
| Topics | missing referral paymentreferral trackingaccount ownership changereferral check missingaccount handofffollow-up communicationpre-cruise hotel coordinationViking representative meeting logisticsgratuities and beverage package confirmationonboard credits usagereferral bonus timingpre-trip logistics and airport transfersland package detailsgratuities and beverage package inclusiononboard creditsinvoice clarificationdate discrepancy between systemspassenger name verificationglobal entry numbersViking cruise documentationbooking dates discrepancybooking confirmationtravel dates clarificationhotel accommodation changesflight dates verificationtravel insurance confirmationpayment timingbooking confirmation and detail verificationflight dates and itineraryhotel accommodations and add-onstravel insurancepost-cruise extensionscredit card on fileJune-July triptravel insurance purchasecredit card payment processingtrip scheduled for June-Julydate change requestgroup travel coordinationSwitzerland activitiespayment deadline urgencyavailability checkingcallback requestagent continuitypassport renewalform completiontrip documentationagent transfer requestpre-trip registrationonline form completiontravel insurance timingguest information requirementsemail notifications |
Signals across all calls
| Buying signals | payment being drawn today from account for June triptraveling with spouse Lisa and friendsprovided global entry numbers for both travelersinvoice payment draw processing today confirms commitment to June tripprovided passport names and global entry numbers for finalizationpayment about to be charged at end of month, confirming detailssigned up for travel insurance with spouse Lisaplanning four extra days in Switzerland with own accommodationspayment about to be charged at end of monthconfirmed travel with wife and couple of friendssigned up for travel insurancepurchasing alliance travel insurance for upcoming June-July tripprovided credit card details to enable insurance purchasealready booked trip for June-July next summeractively purchasing alliance travel insuranceprovided credit card details to complete transactionconfirmed wife April is aligned on rescheduling to late June/Julydiscussed friends' availability and confirmed group can do new datesmoving forward pending planner Diane's availability reviewalready discussed new dates with travel companion wife Aprilconfirmed friends are available for late June into July windowseeking to proceed with rebooking if feasible before payment deadlinebiking cruise already booked for next May with Vikingactively completing online registration formscommitted to resolving missing information with spousealready booked biking cruise for May with Vikingactively working to complete pre-trip registration requirements |
|---|---|
| Objections | referral check not received after three to four weeks as promisedconfused about pre-trip hotel coordination since arriving one day earlyunclear how to connect with Viking host when not at airportuncertain about difference between onboard vouchers and onboard creditsunsure when referral bonus $500 check would arriveunsure how to connect with Viking host when arriving at different hotel than package specifiesconfused about what was included after rebooking from May to June datesunclear distinction between onboard vouchers and onboard creditsconfused by two different start/end dates on Pavlus invoice vs actual bookingconfused by two different date sets on Pavlus invoice versus actual bookingdoesn't want to pay $400 for pre-cruise hotel night on June 26thconcerned about accuracy of booking dates vs Viking website tour datesunwilling to use Pavlus-booked hotel for one night due to costskeptical about booking dates matching Viking website itineraryconcerned about making changes before final payment due Fridaydependent on coordinating with travel companion wife and friends' availabilityuncertainty about whether date change can be made before Friday payment deadlineconcern that friends' late arrival due to wedding may conflict with original May dateswife's passport expires before trip, blocking form submissionwife's passport expires before trip, blocking form completionunclear what documents are required vs optional for registrationspouse's profile still showing pending despite believing it was completereceiving persistent registration reminder emailsunsure which forms are required vs optional for pre-cruise registrationwebsite interface unclear on registration status and missing information |
| Latest emotional read | Curtis was calm and factual throughout, calmly explaining the referral situation and the handoff between travel planners. He showed mild frustration about the missing check but remained polite and cooperative. His tone was transactional and matter-of-fact—he had a clear issue and expected resolution. |
Individual calls (22 analyzed, 1 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 15:16 | Briana Armstrong | positive (0.60) | Support | Call Curtis back on 0140 by Monday with clarification from Diane on the referral payment status and confirmation of whether the $500 check … | call data | Dialpad ↗ |
| 2026-08-07 15:16 | Briana Armstrong | positive (0.60) | Support | Call Curtis back by end of business Monday at the phone number ending in 0140 with confirmation that his $500 referral check has been corre… | call data | Dialpad ↗ |
| 2026-08-07 15:16 | Z-Guest Relations IVR | not analyzed | — | call data | Dialpad ↗ | |
| 2026-06-16 19:54 | Anastasia Thomas | positive (0.75) | Support | Send Curtis a brief pre-trip email summarizing the hotel front desk contact protocol and ship phone number for Viking host coordination, co… | call data | Dialpad ↗ |
| 2026-06-16 19:54 | Anastasia Thomas | positive (0.75) | Support | Send Curtis a summary email confirming: (1) hotel contact procedures and Viking host connection details for June 26–27; (2) the $300 Pavlus… | call data | Dialpad ↗ |
| 2025-10-31 17:07 | Anastasia Thomas | positive (0.60) | Support | Send the most recent Viking cruise invoice to Curtis at curtis@gmail.com within 24 hours, confirming the correct embarkation/disembarkation… | call data | Dialpad ↗ |
| 2025-10-31 17:07 | Guest Relations | positive (0.60) | Support | Send the most recent Viking invoice to Curtis@gmail.com within the hour to confirm accurate June travel dates. In the follow-up confirmatio… | call data | Dialpad ↗ |
| 2025-10-23 16:18 | Chey Cherry | positive (0.60) | Support | Have the air department contact Curtis by [specific date] with final flight itinerary confirmation for June 25 departure and July 12 return… | call data | Dialpad ↗ |
| 2025-10-23 16:18 | Guest Relations | positive (0.60) | Support | Send Curtis written confirmation of final itinerary (June 25 flight departure, June 27–July 6 Viking tour, July 12 return flight, self-arra… | call data | Dialpad ↗ |
| 2025-09-30 20:54 | Tyler Snow | positive (0.60) | Support | Ensure Diane Kinkade receives the notification that Curtis's credit card is on file so she can finalize the travel insurance purchase. Foll… | call data | Dialpad ↗ |
| 2025-09-30 20:53 | Guest Relations | positive (0.60) | Support | Confirm with Diane Kinkade that Curtis's credit card has been successfully added to his file and that the alliance travel insurance purchas… | call data | Dialpad ↗ |
| 2025-08-25 22:55 | Guest Relations | positive (0.75) | Rebooking | Diane should contact Curtis before Friday's final payment deadline to confirm availability for late June or July dates and provide specific… | call data | Dialpad ↗ |
| 2025-08-25 22:55 | Briana Armstrong | positive (0.75) | Rebooking | Diane should reach out to Curtis before Friday to confirm availability for late June into July, clearly state whether the date change can b… | call data | Dialpad ↗ |
| 2025-08-25 21:39 | Mike Duran | neutral (0.10) | Support | Ensure Brianna receives the callback message immediately upon returning from lunch and contacts Curtis at 530-356-0140 within the hour to r… | call data | Dialpad ↗ |
| 2025-08-25 21:35 | Guest Relations | neutral (0.30) | Support | Have Brianna call Curtis Barbarick at 530-356-0140 within 45 minutes of returning from lunch to reconnect on his earlier inquiry and mainta… | call data | Dialpad ↗ |
| 2025-08-25 20:55 | Dyenna McConnell | neutral (0.00) | Support | Ensure Brianna connects with Curtis promptly to understand his travel needs or booking status. | call data | Dialpad ↗ |
| 2025-08-25 20:55 | Guest Relations | neutral (0.00) | Support | No specific follow-up needed from this call segment. Ensure the transfer to Brianna completes and that she owns the next interaction with C… | call data | Dialpad ↗ |
| 2025-05-27 15:36 | Tyler Snow | positive (0.60) | Support | Follow up with Curtis in 4-5 weeks to confirm passport renewal is complete and resume form submission process at that time. | call data | Dialpad ↗ |
| 2025-05-27 15:35 | Guest Relations | positive (0.60) | Support | Agent should flag in file that Mrs. Barbara's passport renewal is in progress with expected 2-week timeline; reach out after 10 business da… | call data | Dialpad ↗ |
| 2025-05-27 15:34 | Ryan Taylor | neutral (0.00) | Support | Tyler should be prepared to pick up this call with Curtis and understand what was discussed in their prior conversation moments before. | call data | Dialpad ↗ |
| 2025-05-27 15:34 | Guest Relations | neutral (0.00) | Support | Tyler should reconnect with Curtis and complete whatever conversation was interrupted before the transfer. | call data | Dialpad ↗ |
| 2025-05-27 15:22 | Tyler Snow | positive (0.60) | Support | Tyler should call Viking within two hours to identify what guest information is missing from Curtis's wife's profile, then call Curtis back… | call data | Dialpad ↗ |
| 2025-05-27 15:22 | Guest Relations | positive (0.60) | Support | Tyler should call Viking within 2 hours to identify what specific information is missing from Curtis's wife's guest information form, then … | call data | Dialpad ↗ |