Big Bus Tours New York Recenzje 

Odpowiedź od Big Bus Tours New York

7 lis 2019

Good Afternoon Randall,

Thank you for your review. We're sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to our attention. Issues with the app has been reported to our IT dept. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark, guides are to inform passengers of the audio upon boarding. As for the cruise, Liberty cruise operates from 2 Piers. Pier 83 is located at 42nd and 12th Ave and has departures at 10:00am.

You can also take the Cruise at Pier 16, which has departures at 10am, 11:30am, 12:45pm, 2:30pm, 3:45pm, all this information is post upon purchasing tickets as well on our website, app and on the redeemed receipt paper tickets. Please also keep in mind, you have 5 days from date of redemption to utilize it.

In regards to your request, we cannot guarantee the results of your request, for only the national administrator of finance determines that based, on reasoning per policy by a case by case basis, in the order, in which they are requested. Again, we’re sorry to hear that your experience was not of the quality you expected. We will use the feedback to make us better and to ensure this doesn’t happen again

Kind Regards,
BBTNY

Odpowiedź od Big Bus Tours New York

1 lis 2019

Bonjour Nadine C,

Nous vous remercions également de laisser vos commentaires sur Trustpilot. Comme nous l'avons dit sur Tripadvisor. Un service à la clientèle exceptionnel est une priorité absolue et nous attendons de chaque employé qu'il traite chaque invité avec la plus grande courtoisie, professionnalisme et respect. Tout autre comportement qui n'est pas exemplaire, est inacceptable et ne sera pas toléré. Nous prenons très au sérieux les plaintes de ce type et nous vous demandons de bien vouloir fournir un nom, une description, l'itinéraire, le lieu et l'heure à infony@bigbustours.com afin que nous puissions étudier plus en profondeur et que les mesures appropriées soient prises. Quant à la désinformation, ce n'est pas clair. Veuillez également inclure ces informations dans votre courrier électronique et une copie de votre billet afin que nous puissions enquêter davantage sur cet incident.

Amitiés sincères,
BBTNY

Odpowiedź od Big Bus Tours New York

30 paź 2019

Good Afternoon A H.

It's disappointing to hear that you did not have a pleasant experience with us. Please know, we don’t lie or coerce in order to profit our business. Bus rotation is 20-25 minutes dependent on traffic, which is unpredictable and beyond our control. We do our best to maneuver around it, and provide our guests with the best sightseeing experience possible. our tours do experience a high volume of customers, we do our best to monitor the demand and plan for an increased number of buses during busier times to avoid overcrowding and extensive wait times. We apologize this wasn't your experience. With that said, we appreciate you taking the time to feedback as we reference our passengers in the best ways to improve our services overall.

Kind Regards,
BBTNY

Odpowiedź od Big Bus Tours New York

29 paź 2019

Good Afternoon Robert,

Thank you for your feedback, we reference our customers in the best way to improve our services. Please know the most agent are allowed to offer is a 10% discount, please provide a name, description, location and time to infony@bigbustours.com it will be reported to the designated department for corrective action. Please also provide a copy of your ticket, so we may further investigate into this incident.

Kind Regards,
BBTNY

Odpowiedź od Big Bus Tours New York

17 paź 2019

Good Afternoon Brian,

We do understand that your time is limited and we are sorry that you experienced longer than usual wait times. While our tours do experience a high volume of customers, we do our best to monitor the demand and plan for an increased number of buses during busier times to avoid overcrowding and extensive wait times.

We expect our guides to treat our guests with courtesy, respect and kindness. We appreciate you providing names and descriptions of the tour guides and drivers that you had on your tours, to infony@bigbustours.com as is reported to management for disciplinary action. . We appreciate you providing us with a detailed account of your tours, as we always reference customer feedback as a way to improve our services.

Kind Regards,
BBTNY

Odpowiedź od Big Bus Tours New York

17 paź 2019

Good Afternoon Denise,

Please provide a copy of your ticket to infony@bigbustours.com so we may further investigate this incident as all locations are provided on our website, app and brochures, as well as, live tour guides on the buses to assist passengers and on- street agents on locations with bus markers. Please know, we neither deceive nor coerce in order to profit our business. That is going against our core values and we would never jeopardize our reputation in doing so. Vouchers are valid for 6 months from the date of purchase. As for the consecutive days, under FAQ it states multi-day tickets must be done consecutively. With that said, we sincerely apologize for the trouble you experienced while touring with us, we hope you grant us another chance to exceed your expectations.

Kind Regards,
BBTNY

Odpowiedź od Big Bus Tours New York

16 paź 2019

Good Afternoon Marian,

We're extremely sorry that you had to face such difficulties, problems in customer service is not something we are known for. As you can see from our other reviews, we pride ourselves in providing great customer service and we'd like to do the same for you. We expect all guides to be professional and courteous at all times and while, it is customary in this profession to tip, it is not mandatory. It is disappointing to hear of the aggressive way you were approached, and again, we apologize if you were made to feel uncomfortable in any way.

Please provide names, descriptions, or bus numbers to infony@bigbustours.com so we may ensure corrective action be taken. We do understand that your time is limited and we are sorry that you experienced longer than usual wait. Although, we do our best to monitor capacity and prepare for more hectic times, there are times there are city events that are out of our control. Due to the Columbus day parade we did experience major delays that day.

Please be aware, 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 truly appreciate your honest feedback as it assists us in attempting to fix the root cause, to prevent any future issues.

Kind Regards,
BBTNY