Dear Mr. Si,
Re: Concerning the tour bus service
I am writing in response to your letter dated 15 May, 20XX, regarding the full-day tour of Hong Kong Island, Kowloon and the New Territories.
We deeply regret that you are terribly dissatisfied with our services. We have investigated your complaint about the driver turning up half an hour late at the pick-up point, causing the passengers to stand and wait. The driver explained that there was serious traffic congestion during his way to the pick-up point, and that he had contacted and notified the tour guide that he would be late. It was inevitable for him to be late, but we still apologize for the inconvenience and discomfort caused. Our drivers would check the traffic conditions more carefully before determining what time they leave the company from now on, to ensure that this does not occur again.
On the issue of the air-conditioner of the tour bus not working properly, we are as disappointed and unhappy as you are. In fact, all our buses have regular check-ups every month, so it must be a coincidence that the air-conditioning broke down before it had gotten its monthly inspection. Nevertheless, we have increased the regular check-ups to twice a month to ensure the quality of our buses.
We sincerely apologize for the delay over the lunch hour caused by the restaurant not having our booking. This is the first time our company has worked with the restaurant, so there may be a misunderstanding in communication causing this incident to happen. We have already contacted the restaurant about this matter and they have agreed to enhance their booking system to ensure that similar cases would not occur again.
Our employees are, of course, instructed to treat the tourists with care and with the greatest courtesy. We apologize that our tour guide had not followed the wishes of the passengers, causing great discomfort, but the visit to the jewellery factory was set in the itinerary and not visiting it would cause a breach of contract between our company and the jewellery factory. So our tour guide had no choice but to urge the passengers to go in and shop around. We apologize once again for the lack of flexibility of our schedules. We have already taken action to ensure that our future tours will be much more flexible, allowing the passengers to have more time to rest and relax.
As for your request of having a refund of $2050 as reimbursement, we sincerely apologize that it is not in our company’s policy to offer refunds. However, we are willing to offer you some discounts and coupons on packaged tours in future as an alternative.
May I once again express our 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 will be able to discover the weaknesses in our services and try to improve them.
Please do not hesitate to contact me at any time if you have any further criticisms or suggestions.
Yours sincerely,
Chris
Chris Wong
Customer Service Representative