Letter of Complaint (Bug Bus Company, NY)
Justification
During my studies, I had to write a letter of complaint multiple times. I believe that once I even had it on a test. But now the time has come to actually try it for a real case. And this artefact shows how I managed to do so in New York.
This is my e-mail of complaint:
Dear Sir or Madam,
I am very sorry but I have to express my dissatisfaction with your service today. My mum and I wanted to “hop on” a blue line bus today at about 4.30 at stop 19 as it is marked both in the map online as well as in the paper map we got. After waiting for about 35 minutes at the stop designated with sign Big Bus stop (not really sure whether we should be there or around the corner where buses from other companies stopped) we saw a Big Bus bus going on the roundabout and going straight to Broadway again. Not stopping at all at the corner (either stop)!!! At the end there was 4 of us – very unhappy customers – who got completely frozen and unsure whether the last bus of the day just drove by and ignored us or whether (and where) we should wait for another. A really unacceptable and highly unpleasant situation for all of us. I really believe that such a situation should never occur and if there is a change in the stops it should be corrected in the map or at least specified by some employees at the sight. Without it, it is not possible to use the service as you describe it. To start the journey anywhere and hop on and off as we wish. I would appreciate if you could explain me what happened today and what action you propose to take to correct it.
Your sincerely Zuzana Sevcikova (NY pass holder)
P.S.: Please do not call me, just send an e-mail. Thank you
Reflection
When I am reading this writing again, I feel a bit sad that I made a mistake there (I detected only one) - explain TO me. But I feel quite proud overall. I wrote it without any problems. Anyway, the company understood what the problem was and that was the most important thing - the communication was not hindered.
This is their reply:
Good Morning Zuzana,
I would like to extend our sincerest apologies on behalf of Big Bus Tours New York for the confusion you experienced at where to board one of our buses. If you are still in New York City I would like to provide a 24 hour extension on your pass for you and your group of 4. I understand you purchased the New York Pass so please keep in mind that I am able to provide an extension on your bus tickets, however, I am not able to provide an extension on your New York Pass as the time for the New York Passes are automatic and will expire once your allotted time has ended. Please keep this email as confirmation of your extension. Prior to boarding our buses please be sure to show this email to a Tour Guide or Street Team Leader so that you are not inconvenienced during your tour. Please feel free to contact our office at 212.685.8687 or email us at infony@bigbustours.com if you have any further questions.
Best Regards,
Christian Morales