Magical Tour Bus Company
1 Fung Fai Street
Mr. Martin Si
Total Tourist Agency
Room 12, 21/F
66 Margott Street
Dear Mr. Si,
I am writing in reply to your letter of 15 May 2013. We very much regret that you are so dissatisfied with the tour service provided by our company on 9 May. We sincerely apologize for the poor services provided.
We have investigated your complaint about the tour bus arriving half an hour late at the pick-up point. The driver was late because his watch was out of order, but of course, our company has the responsibility to call our drivers to ensure that they will arrive at the destination on time. A warning letter has been given to him. Besides, corrective measures have been taken such as checking the timetable as closely as possible and employing some spare drivers for emergency purposes. In this case, there was no excuse and we apologize wholeheartedly for the inconvenience caused to you. We will take every step to guarantee that this will not happen again.
On the issue of the poor air-conditioning system, we are as unhappy as you are. All our buses are checked and maintained regularly, but some employees seem to care little about the maintenance of the bus and facilities on the bus. Therefore, some of the facilities are always out of control. It is regrettable that the air-conditioning system was so unstable in such a hot weather. We will pay special attention to the maintenance of the facilities and the bus itself.
On the issue of the delay of the lunch hour, we are as angry as you are. All our reservations are made a month earlier and every meal is nicely arranged, but it seems that some communication problems existed between our company and the restaurant this time, resulting in such an incident. For sure, it is our responsibility to ensure everything is well booked and we will shoulder the responsibility. We will definitely phone the restaurant one day before to confirm the booking next time.
Your final comment about the tour guide insisting on stopping at a jewellery factory is not that justified. It is our company’s policy to follow the whole tour schedule as planned. However, we will still pay attention to the employees’ etiquette and attitude towards customers in order to ensure the service quality.
About your requestof reimbursing your company for a total amount of $21,050, we are afraid that it could not be fulfilled. It is not our company’s policy to offer compensations to customers, but we will offer you a 50% discount for your next purchase of our package.
May I once again express our utmost regret about the trouble you have suffered, and thank you for taking the time to write to us. It is by means of such letters that we can discover weaknesses in our services and try to improve them.
Please do not hesitate to contact me at any time if you have any further suggestions.
Customer Service Representative