酒店及旅遊業 - 補償顧客
Customer:So, you’re saying that your leaflet and your website provide untrue information.
Travel agent:I do apologise for what has happened. Of course, we provide what we advertise. Generally speaking, heavy rainstorms and typhoons are quite common in these spring months. On the whole, I'd consider these unexpected changes in the itinerary as necessary for the safety of everyone. Well, since you're a regular customer, why don’t I look into this further and see what I can do? Just a moment, please.
Customer:So you'll compensate me with another package for the missed destination, right?
Travel agent:I'm afraid that's not what I meant, Mr Wrigley. But as we value you as a loyal customer, I'd like to offer you a 20% discount on your next purchase of our local tour or package.
Customer:Oh, that’s it? Um… What sort of local tours and packages are you offering?
Travel agent:I'm afraid all of them in this month are full already. Normally, new packages and tours come out near the end of each month. My suggestion is to wait till the end of the month to choose.
Customer:But, how am I supposed to know when the new packages and tours will come out?
Travel agent:Mm... it's difficult to say, but what I can do for you is to email you personally when the new ones are launched. Maybe some will be launched next week, but frankly, I guarantee that there'll be at least one tour to Ngong Ping 360 and the Big Buddha. You know, these are popular sites for tourists.
Customer:But there's no point waiting for something that’s uncertain. Why can't you simply reserve a place for me now?
Travel agent:I'm sorry but it's against the company policy to reserve a place for a customer when the tour package is not out yet, Mr Wrigley. It's impossible for me to choose for you anyway. I also cannot sign you up as I cannot login as a customer. And, see, the registration form and agreement need to be completed, signed and submitted with a deposit. I'm sure you remember these steps.
Customer:Um… um… um…
Travel agent:I'm sorry. I’d love to help but with these documents and so on, it's impossible for me to do it for you in advance. In my opinion, I'd suggest that you select the option of receiving regular updates from us via email and/or SMS in the setting next time you login so that you can get the latest news about new tours and packages instantly. Of course, it's up to you. You can do it now too if you like.
Customer:Is it difficult to change? How long does it take to activate it if I choose this option?
Travel agent:It's not difficult at all. All you have to do is login to your account. Choose setting and the computer will process the change of your setting immediately after you tick the appropriate boxes. I'd say the whole process takes less than 5 minutes.
Customer:Okay, let me do it now. You can help me if I have questions then.
Travel agent:Certainly, Mr Wrigley. Here you go. You can use this computer here. Again, I do apologise for the problem.
Customer:Well, you'll still email me the new tours and packages to Ngong Ping 360 and the Big Buddha once they're out, right?
Travel agent:Yes, of course.
Travel agent:Bye, Mr Wrigley. Have a nice day.