E Noa Corporation

Review: Failure to Honor a Confirmation

Prior to departing, contacted E Noa Reservations, per Revdex.com high ratings, providing complete information, arrival January 24th. via Grand Princess-Tour 7-Pearl Harbor Excursion. Advised be available for pickup at 8:45am, returning about 1:00pm. Received confirmation #[redacted].

When my spouse and I arrived, was informed that the representative for Waikiki Trolley would provide information regarding our tour. Was advised to meet our tour guide at the Aloha Tower. Stated was a 10/15 minute walk, however as my spouse has a leg problem took a cab.

Upon our arrival could not locate a representative. Contacted E Noa office but was informed the tour departed 10 minutes earlier, but would contact the tour guide returning within 10/15 minutes to pick us up. After waiting 45 minutes took another cab back to the dock.

Upon our return, contacted a E Noa supervisor, who stated "NOT MY PROBLEM". Refused to provide any additional information and in addition, refused to provide her name.

We contacted a cab driver who advised the allotment of tickets, with two cruise ships in port, would be unavailable.

Needless to say totally disappointed with E Noa Tours and the customer be damned attitude as displayed by their supervisory personnel.

As I rely on the Revdex.com for information regarding various services, am surprised that other complaints have not been received nor referenced

If additional information is required, please contact me.

Desired Settlement: Apology-Commitment will address situation and inform supervisory personnel not acceptable.

Business

Response:

Initial Business Response /* (1000, 6, 2014/03/06) */

Contact Name and Title: [redacted], President

Contact Phone: 808-[redacted]

Contact Email: [redacted]@hotmail.com

DEAR Revdex.com

THE BELOW LETTERS WILL BE MAIL TO MR. [redacted] TODAY.

THANK YOU.

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Dear Mr. [redacted]:

Please accept my deepest apology for the way you were treated. In addition, I apologize for not writing back to you immediately; we have a strict policy on conducting a thorough investigation before responding to a complaint, and it has now been completed by our Human Resources manager (please see below).

Mr. [redacted], I will be sending you a full refund for your tickets. The individual who was involved in this incident (a new employee) was dealt with according to our policies and procedures. Yet I realize that no matter what I say, nothing removes the memory of such an unpleasant incident.

Please know that the way you were treated is not who we at E Noa are. Our company's philosophy and mission statement is "Sharing the Aloha Spirit of our islands and our people," and I regret that we behaved in opposition to that concept.

If you ever have a chance to come back, please give us one more opportunity to redeem ourselves by being my guest on the various tours that we offer. I will personally make sure you will be treated with respect and with our warm Aloha spirit. And I assure that I am working every day to see that every E Noa customer is treated with the warmth and respect they so richly deserve.

Please feel free to contact me anytime at 808-[redacted], and thank you for your time.

President

E Noa Tours, Inc.

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March 4, 2014

509 N. Rose Ave

Park Ridge, IL 60068

RE: Complaint about employee

Dear Mr. [redacted]:

I have received your letter complaining about problem you had with one of our representatives at Aloha Tower. We apologize for your trouble. We reviewed your letter and conducted an internal investigation of our own regarding the matter. Once we had all of the information we gathered, we did meet with the employee and took appropriate disciplinary action. We are very sorry for the trouble you had with your tour and the incident with our representative. Please accept our apologies in the matter and know that we have taken appropriate disciplinary action.

Please feel free to contact me at (808) [redacted] extension [redacted], if you have any questions about this correspondence.

Sincerely,

[redacted], MBA, PHR

Human Resources Manager

E Noa Corporation

Final Consumer Response /* (2000, 8, 2014/03/10) */

(The consumer indicated he/she ACCEPTED the response from the business.)