Dear Mr Si,
Thank you for your letter on 15 February, regarding the full-day tour of the HK Island, Kowloon and the New Territories. We very much regret about the customers’ dissatisfaction with the service and have immediately looked into the issue. We sincerely apologize for the inconvenience caused.
It appeared that the driver arrived at the pick-up point half an hour late. He explained that he got had a diarrhea that morning and he actually had no intention to be late. Our company believes that we should have the responsibility to contact the driver to ensure everything is okay. And we are terribly sorry that it led to an unpleasant start of the tour.
We also acknowledge that some problem occurred in the air- conditioning system. We are committed to providing all passengers with a comfortable and enjoyable environment on the bus. It was surprising to us as the air-conditioning system is checked and repaired if needed after every journey. A professional technician was sent to identify the problem and it seemed that a sudden error may have occurred at that time. Though it was an unfortunate accident, we still feel that we are obliged to assure customers a pleasant riding experience. Let me promise you that will not happen again and we will check the condition of the system on a more regular basis.
It is regrettable that the customers did not enjoy the stop at the jewellery factory. In fact, we include this in the itinerary since we highly appreciate this shop. Moreover, we did find many interesting facts and unique methods on production of valuable jewellery in it. However, we admit that we should make reasonable amendments as the tourists requested for more flexibility. And sadly, the guide was trained to follow strictly the guidelines given and should hardly follow the suggestion. We have then reviewed the mechanism. A new set of guidelines to the tourist guides has been issued to ensure a high degree of flexibility.
We are shocked to know about the delay over the lunch. To ensure the best quality of service, we do confirm all restaurants’ bookings before the tour begins. We have contacted the restaurant manager for a detailed explanation. He claimed that the receptionist was very new and failed to notice the bookings of the tours were recorded on another page. He has warned the staff already and expressed regret about this incident. This is out of our control and I am sorry that we could not regard this as our problem.
We would be glad to offer each customer a $100 cash coupon of other tour packages. We do understand you are upset about it but it is not our policy to cover the refund.
We guarantee our best services at all times and we are grateful to realize our weaknesses and to be able to make further improvement. Please do not hesitate to give us further comments and suggestions.
Yours sincerely,
CHRIS WONG
Chris Wong
Customer Service Representative