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]
Aloha, I would like to apologize for this incident. This was brought to our reservations manager, and she began her usual investigation to verify what happened. This is where we dropped the ball. She assigned this to another person in reservations because she went on...
vacation for a few days. However, this person simply left the findings on her desk instead of contacting the clients and finalizing everything. Understandably, the clients became upset with the lack of action. We did refund the clients, but not until after they were put through an unnecessary week of stress and frustration. I am very sorry for this, and if anyone has any questions, please let me know and I will get back to you. Thank you and have a wonderful day. Mahalo, Marc Marc T[redacted] President Aloha V.I.P. Tours, Inc. 1601 Kapiolani Blvd., Suite 910 Honolulu, HI 96814 [redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
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]
Aloha, I would like to apologize for this incident. This was brought to our reservations manager, and she began her usual investigation to verify what happened. This is where we dropped the ball. She assigned this to another person in reservations because she went on...
vacation for a few days. However, this person simply left the findings on her desk instead of contacting the clients and finalizing everything. Understandably, the clients became upset with the lack of action. We did refund the clients, but not until after they were put through an unnecessary week of stress and frustration. I am very sorry for this, and if anyone has any questions, please let me know and I will get back to you. Thank you and have a wonderful day. Mahalo, Marc Marc T[redacted] President Aloha V.I.P. Tours, Inc. 1601 Kapiolani Blvd., Suite 910 Honolulu, HI 96814 [redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]