A Reply Letter of Complaint about Bus Services

Magical Tour Bus Company
Energy Building
1 Fung Fai Street
25 February, 2013

Tourist Agency
Belharer Building
Room 12, 21/F
06 Margott Street

Dear Mr Si,

Thank you for your letter and we are very sorry about the problems you mentioned for the tour dated on 15th February, 2013. As a responsible and reputable company, the feedback you gave has been looked into. To provide excellent service to customers, we put all the resources to address your concerns. The problems you raised and the thing we did to meet your needs are as follows.

First, we were shocked to learn that our bus driver was late at the check-up point. Apart from traffic jam, it’s hard to see our bus drivers being late because they have received our best training and are reminded not to be late. We are sorry for any inconvenience caused. Moreover, we usually take great care about the feeling of customers. With the comfortable service we provided, we are convinced that customers will be satisfied. So, the air-conditioner had been repaired. We promise the embarrassing situation should never happen again. Also, the restaurant and jewellery factory visit arrangements had not been reported by the tour guide. Follow-up action would be done to ensure no customers would feel dissatisfied because of the tour.

We apologize for the inconvenience caused and the fact that our service did not meet your expectation. In order to retrieve the confidence from customers, not only could our company offer a refund, but also the problem you mentioned would be addressed seriously. It is hoped that you can pick up the confidence of enjoying our services so we can show you the improvement we made. We would be grateful if you contact us again for other problems!

Yours sincerely,
Chris Wong
Customer Service Manager
Magical Bus Company