Big Bus Tours New Yorkレビュー 

Big Bus Tours New York からの回答

2019年10月12日

Good Afternoon Marilyn,

Thank you for taking the time to leave such an honest review. We appreciate valuable feedback as we can often use it as a tool for growth. Although, we do our utmost to reduce overcrowding and long delays. We want all passengers to enjoy the tour as they please, we cannot force passengers to hop-off which can cause an increase on delays. We can assure you, we are working hard to improve our systems. Again, we are appreciative that you enjoyed our guide and commentary and with your feedback, we do encourage you to try us again in the future so you can see our improvements first hand.

Kind Regards,
BBTNY

Big Bus Tours New York からの回答

2019年10月10日

Good Afternoon,

While its great to hear that you've enjoyed our services, we are disappointed to know we were unable to surpass your expectations on this trip. Please know we monitor delays in hopes to prevent it from occurring, please provide a copy of your tickets to infony@bigbustours.com to further look into those delays. We pride ourselves in providing exceptional customer service and we have live reps responding within business hours. Thank you for letting us know about the chat, we will report the issue to its designated department immediately.

Although, we track the demand, and plan for additional buses during busier times in keeping with capacity control, there are events out of our control. At Big Bus, we strive to exceed customers expectations on a daily basis, and we hope we can still do that for you when you visit New York again.

Kind Regards,
BBTNY

Big Bus Tours New York からの回答

2019年9月28日

Good Afternoon Marek,

We apologize for the inconvenience but your tickets are consumers responsibility to hold on to, and as per our policy, lost tickets cannot be reissued. None the less, we are working on updating and improving our ticket system. While we work strenuously to still provide our passengers an opportunity to explore the city despite city events that are out our control. Whenever we have to change or alter a route, or close a stop completely, we only do so once mandated by the Dept. of Transportation.

We post these changes on our website and app under “Service information’ All of our guides and agents are aware of these changes and should be informing customers also. We appreciate your feedback as we utilize it as growth-tool in hopes to exceed your expectations on your next sightseeing adventure.

Kind Regards,
BBTNY

Big Bus Tours New York からの回答

2019年9月27日

Good Afternoon Jeffry,

We apologize for the lack of communication, whenever we have to change or alter a route, or close a stop completely, we only do so once mandated by the Dept. of Transportation. We post these changes on our website and app under “Service information’ All of our guides and agents are aware of these changes and should be informing customers also.

We have been experiencing delays, detours, and cancellations, due to the UN General Assembly this week. We take customer service very seriously, and pride ourselves on being the best. All of our employees are expected to treat every customer with respect and professionalism and will not be tolerated. Still, we work strenuously to provide the best sightseeing experience possible and we are hopeful to be able to exceed your expectations in your next New York visit.

Kind Regards,
BBTNY

Big Bus Tours New York からの回答

2019年9月26日

Buenas Tardes Vincente,

Tenga en cuenta que mientras controlamos la demanda y planificamos autobuses adicionales durante los horarios de mayor actividad, hay eventos que están fuera de nuestro control, publicamos cambios de ruta y / o cancelaciones en nuestro sitio web y aplicación en la información de "servicio". Estamos experimentando desvíos, cancelaciones y retrasos esta semana debido a la Asamblea General de las Naciones Unidas. Solo tenemos cambios o cancelaciones de ruta, establecidos por el Departamento de Transporte y seguimos todas las reglas y regulaciones. Aún así, los agentes y guías turísticos deberían informarle.

Lamentablemente, no vamos al Bronx y nuestros tours en Brooklyn operan 3 veces al día; 10 a.m., 12 p.m. y 2 p.m. Toda esta información se publica en todas nuestras plataformas informativas. En lo que respecta al audio, la guía no puede controlarlo, ya que está integrado en el sistema de bus. Sin embargo, le agradecemos que nos lo haga saber, analizaremos el problema.

Saludos cordiales,
BBTNY

Big Bus Tours New York からの回答

2019年9月26日

Guten Tag Andreas,

Es ist enttäuschend, dass Sie die Tour aufgrund von Audio- und Übersetzungsproblemen nicht genießen konnten. Wir verstehen, wie wichtig die Übersetzung für unsere internationalen Passagiere ist. Seien Sie versichert, sie wird unverzüglich der zuständigen Abteilung gemeldet. Wir freuen uns über Ihr Feedback, denn wir nutzen es, um unsere Dienstleistungen zu erweitern und zu verbessern. In Bezug auf den Stoppwechsel tun wir dies immer dann, wenn wir eine Route ändern oder schließen müssen oder eine Haltestelle komplett schließen müssen, nur einmal, wenn dies von der Transportabteilung angeordnet wurde.

Wir veröffentlichen diese Änderungen auf unserer Website und in unserer App unter "Serviceinformationen". Alle unsere Leitfäden und Vertreter sind sich dieser Änderungen bewusst und sollten auch die Kunden informieren. Alle unsere Mitarbeiter müssen zu jeder Zeit professionell sein, und jedes andere Verhalten ist inakzeptabel und wird nicht toleriert. Es ist enttäuschend zu hören, dass Sie mit unserem Service nicht zufrieden waren, da wir uns bemühen, allen Gästen ein unvergessliches und angenehmes Sightseeing-Erlebnis zu bieten, und wir hoffen, dass der Rest Ihres Besuchs angenehm war.

Mit freundlichen Grüßen,
BBTNY

Big Bus Tours New York からの回答

2019年9月24日

Good Afternoon Johnnie,

Please know while we monitor the demand, and plan for additional buses during busier times, there are elements that are out of our control. We do have A/C as well as check our buses before leaving for the days service, but sometimes we experience issues during hotter days. Prior to the stop being removed, it was limited service stop that would take longer than 20-25 mins. Please know all stop designation and removals are set upon us by the Dept. of transportation and we follow all rules and regulations.

In regards to Harlem, it is intentionally set up every hour between 10 am- 3 pm and for the fall set for 10 am, 12 pm and 2 pm not for the lack of bus count. All this information is posted on our website, app and brochures. We are truly sorry that we did not meet or exceed your expectations, but with the feedback you provided, we will continue to strive to be better, and hopefully meet your expectations next time you visit New York.

Kind Regards,
BBTNY

Big Bus Tours New York からの回答

2019年9月19日

Good Afternoon Sue,

We appreciate you taking the time to feedback our services. We strive to provide the best sightseeing experience and we can understand, we get it wrong sometimes. Please know, we do have A/C as well as check our buses before leaving for the days service, but sometimes we experience issues during hotter days. We thank you for bringing our attention to the quality of the audio system and be assured, it is reported immediately to its designated department.

We understand your time is important, and we are always monitoring the demand, and plan for an increased number of buses to avoid overcrowding and long waits. While it is wonderful to hear that Dwayne was great, we are disappointed that your entire trip did not meet your expectations. All our guides should be presenting an entertaining and informative commentary, rich in the history and architecture of Manhattan, as well as fun facts and tidbits. Any sort of complaints or personal information should be kept to themselves.

If you have any more information you can provide to us about the guides you had on your tours, such as a name, description, time of your tours, or bus numbers to infony@bigbustours.com that would be a great help. It will be forwarded to upper management so retraining and corrective action could be taken.

Kind Regards,
BBTNY