Magical Tour Bus Company
1 Fung Fai Street
19 May 2013
Mr. Martin Si
Total Tourist Agency
Room 12, 21/F
66 Margott Street
Dear Mr. Si,
Re: Concerning the full-day tour of HK Island, Kowloon and New Territories
Thank you for your letter of 15 May. We very much regret that you are so dissatisfied with our service.
We have investigated your complaint about the malfunctions of the air-conditioning system. It appears that the ‘’automatic constant temperature’’ function was on. If the indoor temperature exceeds 25.5C, the air-conditioner will stop. I totally understand that this brought inconvenience to you and the passengers, but we have to abide by the law. Moreover, the air-conditioning system is checked every time before serving the passengers. It is, for sure, an accident if the system breaks down.
It is regrettable that the restaurant had no record of the booking for lunch. It was actually a coincidence. According to the telephone record, we really booked five tables at 12.p.m.. However, after our investigation, it appears that the restaurant marked the date wrongly and thought that we had booked the tables on May 10. Let me assure you that this will not happen again.
On the issue of the late arrival of the tour bus, we are as unhappy about this as you are. It is certainly the policy of our company to follow the timetable as closely as possible. However, traffic congestion makes it difficult at times. We know that, on no account, should it be an excuse and I do apologize for the passengers’ unpleasant experience.
I am terribly sorry that the tour guide insisted on stopping at the jewellery shop. But it is his responsibility not to skip any scenic spots, in order to secure customers’ benefit. He did not mean to brush aside the passengers’ suggestion. On the top of that, we regret that he behaved impolitely. Our employees are instructed to treat passengers with the greatest courtesy. Unfortunately, one of our employees was negligent and failed to comply with this rule. We must admit, though not accept, that there are individual members who do not live up to the standard in any organization. A warning letter has been sent to him. We will take every step to make sure that no one will treat the passengers rudely. I sincerely apologize for the trouble we have put you through.
We are grateful for your suggestion and concern. We will gladly give souvenirs to all passengers and offer a ten percent discount if they join our tour next time. May I once again express our regret about the trouble you have suffered, and thank you for taking time to write to us. Please do not hesitate to give us further comments. We hope you could continue to place your trust in us and we guarantee our best service at all times.
Customer Service Representative