An exchange of correspondence about Ancient Macedonia

Dear Sirs,

I refer to the booking shown below.  My recollection is that I rang up especially to confirm that single occupancy was possible and then booked on that basis, so I was surprised to find on arrival in Sofia that I was sharing a room.  From reviewing the correspondence in hindsight, it seems that from your point of view it was always on a room-sharing basis.  Could you review your records and let me know what seems to have happened here?  I should say that I didn’t suffer any detriment from sharing a room and that our tour leader was very helpful–I’d just like to find out what happened.

It might in any case be a good idea to state the occupancy basis explicitly in the correspondence you send out.

I have a further point about the itinerary.  I was surprised to find how much of a tour entitled ‘Ancient Macedonia’ was taken up with monasteries and icons, and I didn’t really see the point of the time we spent in Bulgaria.  I think it would make more sense to start from Thessaloniki and with a visit to the Archaeological and Byzantine Museums, which would give as good a picture of the relationship between the Classical and Byzantine eras and sites (or sights) as one is going to get without a lecture on the subject.  Then the monasteries and icons would make more sense.

In any case, I will look forward to receiving a response to my first query above.

Thank you for your correspondence regarding the above Explore holiday.

We are sorry that your booking for a single room on this trip was not processed. It was due to human error at this end – the member of staff looking after our web bookings on that occasion failed to deal with the request, and so it was neither booked nor charged for. We would like to apologise for this, and can assure you that this has been dealt with in this office as a training issue. We are relieved to know that this was not in the event a problem on tour, and it is kind of you to say so.

Your comments on the itinerary have been passed on to the Operations and Product Managers responsible for planning and running this trip, and they have told us they are currently in discussion with our local agent over possible changes to the 2011 itinerary based on the 2010 feedback. Thank you for taking the time to let us have your comments on this – our customers’ feedback is always our best means of improving our tours.

We trust you have come home with some positive memories of your trip, and we hope to have the opportunity to welcome you on to a 3rd Explore holiday at some point.

Yours sincerely

Apart from slight overuse of passive constructions, a model letter for these circumstances:  apologise, say what happened,  say what you’re going to do about it, apologise again…


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