Magical Tour Bus Company
Energy Building
1 Fung Fai Street
Kowloon
18 May, 2012
Total Tourist Agency
Room 12, 2/F
Belhaven Building
66 Margott Street
Kowloon
Dear Mr Si,
Re: Concerning the Company’s Day Trip
Thank you for your letter on 15 May, regarding the arrangement of the day trip.
We were sorry to hear that you were not satisfied with our services. We always consider our customers’ interests as our interests and thus, we immediately looked into the matters that you raised.
To begin with, we would like to clarify the issue about the late arrival of the tour bus driver. After looking into the issue, we found that there was an accident about the breakage of water pipe in To Kwa Wan when the bus was on the way to the pick-up point. Due to the accident in To Kwa Wan, our bus driver faced the traffic jam and had to re-check the tour bus. Thus, the schedule was delayed, resulting in the case that he arrived half an hour late at the pick-up point. We believe that it was just an accident that was out of our bus driver’s control. Though he had no intention to be late, we would still apologize for the inconvenience caused to our customers. We would issue a general reminder on the need of punctuality at all times to make sure that the same case would not happen again.
Regarding the temperature on the tour bus, we are terribly sorry that the air-conditioners were not operating well. We understand that it was very uncomfortable to ride on a scorching tour bus in these summer days. In order to provide our best service for the tourists, we allow the bus drivers to adjust the temperature of the air-conditioners to 19℃. it was actually a coincidence that the air-conditioning system was not functioning well due to overloading. To solve the problem, we have instructed our technical department to repair and renew the system as soon as possible. We promise that you could enjoy quality service next time. Thank you for expressing your opinions towards our tour bus so we can fix any problems as soon as possible.
On the issue of the missing record of the booking for lunch, we are as upset as you are. However, we cannot act on your complaint since it was the restaurant’s fault. We, once received your letter, immediately contacted the restaurant and they admitted that it was their mistake. The restaurant was very famous and busy, and so they carelessly made a mistake on our booking. We will try to contact the manager of the restaurant to stress its onus again.
Your final comments about the tour guide really surprised us. Our tour guides are trained yearly and we have never received complaints from other passengers about their misbehavior. We have investigated the matter and found that the tour guide was in financial dilemma. She admitted that she had expected them to do some shopping and to earn some commissions from the jewellery shop. We showed sympathy for her, but we did offer a warning letter to her. She is now under further supervision. Let m e promise you that this is only an individual incident and code of conducts will be stressed in the next general meeting.
We are grateful for your concern towards our company. Our motto is “Our Service, Your Smile”. We promise that we will provide the best services for our customers at all times. May I once again express our regret about your inconvenience. However, it is not our policy to make any refund. Instead, we are pleased to offer you a 5% off discount on the next package. Thank you for taking the time to write to us.
Please do not hesitate to contact us at any time if you have any further criticisms or suggestions.
Yours sincerely,
Chris
Chris Wong
Customer Service Representative