Emails: Replying to a complaint to a travel company

Read this reply from the Customer Service Team Leader of Fly By Night Tours to a dissatisfied customer…

Re: Problems with Scottish Highlands holiday

Dear Mr Wendell,

Thank you very much for your email. On behalf of Fly By Night Tours, I would like to offer my sincere apologies for the inconvenience you experienced. I am also very sorry that you were less than 100% satisfied with your holiday. At Fly By Night Tours we take all customer feedback very seriously and in your case it would appear that we took our eye off the ball. Please accept my apologies.

With regard to your airport transfer, I have made enquiries and it appears that there was a mix-up at the airport. A car was sent to pick up you and your wife and it seems that the driver went to the wrong terminal. I am sorry that you had to use the Express Shuttle Service to the hotel.

As for the hotel itself, the holiday you booked does actually include accommodation at the Trossachs Dreams hotel, which is a three star hotel. However, it appears that the wrong photograph was used in the brochure. The property shown is actually the Highland House International, which is a four star hotel. Again, I apologise for this.

Regarding your board, it appears that the hotel was in error. You should indeed have had full board and I have personally forwarded your complaint to the hotel to ensure that this situation is not repeated.

Thank you for the very clear and detailed breakdown of your expenses. I have reviewed these and have authorised a full re-imbursement for your unexpected costs.

In addition, I am sending you a voucher worth £100 off the cost of your next Fly By Night Tours holiday. This may be used with any of our holidays, apart from the Super Summer Saver range of tours.

I apologise for the failure of communication on the part of our Customer Service Team. During the period that you contacted us were extremely short-staffed and I myself was out of the office on the day you called.

At Fly By Night Tours we pride ourselves on our reputation for providing excellent value for money and we always take any negative feedback from our customers very seriously. I hope that your unfortunate experience will not deter your from choosing Fly By Night in the future.

Once again, please accept my apologies. We let you down. I hope that our response will go some way to restoring your confidence in out company.

If you have any further queries or require any additional information regarding our complete range of tours and holidays, please do not hesitate to contact me or a representative from our Sales and Customer Service Teams.

Thank you for your understanding in this unfortunate matter.

Yours sincerely,
Barry Jenkins,
Customer Service Team Leader
Fly By Night Tours


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