From: *** *** *** Sent: Friday, May 15, 5:PM To: *** *** Subject: Re: Complaint #*** We have made contact with The *** and their agent, Ms*** Although we can't go back to undo our mistakes, we did everything we could to make it right
We worked with Ms*** to be sure the *** were satisfied then upgraded their remaining services to be sure they had the wonderful Hawaiian vacation they dreamed of At this point, I am happy to report that this complaint is closed We have also addressed these issues to be sure we avoid such mistakes from happening in the future Mahalo, ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] was quick and responsive with addressing my needs and that of my clients.Their internal system has some kinks in their process and it definitely needs to be addressed which it appears as though they are doing so and I appreciate it.They also need a system in place that quickly protects the commissions of the travel professionals who work very hard to meticulously plan a unique Hawaiian vacation using tour companies like this, should a problem arise and a service has to be canceled due to no fault of their own.
Sincerely,
[redacted] Owner, Travel & Events Extraordinaire,An affiliate of [redacted] and member of [redacted] and Affluent Traveler
Thank you for your patience while we looked into this inquiry. We checked our Customer Service mailbox during that time period and we looked at every other reservation for that day and we did not find any other complaints. After checking the GPS on this vehicle we found during the worst part of Hana...
Highway, the long stretch between Kailua and Nahiku where the majority of the twists and turns lay, the driver averaged between 15-20 MPH on the road which is an acceptable speed. We are truly sorry for the comments made by the driver which will be addressed with him upon his return to work this week.We have already sent this response, along with a refund as a gesture of goodwill for one ticket, to these clients’ travel agent via their tour wholesaler. Please let me know if you have any questions.
Complaint: [redacted]
I am rejecting this response because: Mr. T[redacted] never addressed two items that were in our first complaint. 1) Never explained that the constant hard breaking and fast acceleration over speed bumps, potholes, etc., could make someone get sick. 2) Why was the heat on by my seat (and the driver KNEW it because of his comment when told about it being hot by the seat))? It was so bad that the last hour of the excursion, I had to move from my seat because I felt like I was getting light headed and sick to my stomach also. It's hard to appreciate the "gesture of goodwill" for refunding only one ticket, when both of us did not enjoy the horrible Road to Hana excursion via Aloha VIP. Anyone signing up for this excursion and reviewed this complaint--you can't say you weren't warned!
Kind Regards,
[redacted]
From: *** *** *** Sent: Friday, May 15, 5:PM To: *** *** Subject: Re: Complaint #*** We have made contact with The *** and their agent, Ms*** Although we can't go back to undo our mistakes, we did everything we could to make it right
We worked with Ms*** to be sure the *** were satisfied then upgraded their remaining services to be sure they had the wonderful Hawaiian vacation they dreamed of At this point, I am happy to report that this complaint is closed We have also addressed these issues to be sure we avoid such mistakes from happening in the future Mahalo, ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] was quick and responsive with addressing my needs and that of my clients.Their internal system has some kinks in their process and it definitely needs to be addressed which it appears as though they are doing so and I appreciate it.They also need a system in place that quickly protects the commissions of the travel professionals who work very hard to meticulously plan a unique Hawaiian vacation using tour companies like this, should a problem arise and a service has to be canceled due to no fault of their own.
Sincerely,
[redacted] Owner, Travel & Events Extraordinaire,An affiliate of [redacted] and member of [redacted] and Affluent Traveler
Thank you for your patience while we looked into this inquiry. We checked our Customer Service mailbox during that time period and we looked at every other reservation for that day and we did not find any other complaints. After checking the GPS on this vehicle we found during the worst part of Hana...
Highway, the long stretch between Kailua and Nahiku where the majority of the twists and turns lay, the driver averaged between 15-20 MPH on the road which is an acceptable speed. We are truly sorry for the comments made by the driver which will be addressed with him upon his return to work this week.We have already sent this response, along with a refund as a gesture of goodwill for one ticket, to these clients’ travel agent via their tour wholesaler. Please let me know if you have any questions.
Complaint: [redacted]
I am rejecting this response because: Mr. T[redacted] never addressed two items that were in our first complaint. 1) Never explained that the constant hard breaking and fast acceleration over speed bumps, potholes, etc., could make someone get sick. 2) Why was the heat on by my seat (and the driver KNEW it because of his comment when told about it being hot by the seat))? It was so bad that the last hour of the excursion, I had to move from my seat because I felt like I was getting light headed and sick to my stomach also. It's hard to appreciate the "gesture of goodwill" for refunding only one ticket, when both of us did not enjoy the horrible Road to Hana excursion via Aloha VIP. Anyone signing up for this excursion and reviewed this complaint--you can't say you weren't warned!
Kind Regards,
[redacted]