Well well… to all the GU NIANG and TA BO…..
I’m here again to stress that never give bad service to me ME ME and of coz my group of sistas as well…
For the first time… we need joint effort to write one letter to that particular company.. haha… well everything is self explanatory in the letter below.. after reading it… u can tell me.. do they deserve this letter? All monkeys lo… think of it.. still angry now!
Here it go……………..
To: Management of WTS
RE: POOR SERVICE BY WTS
(CONFIRMATION NUMBERS 1407729 – PID 1272553 & 1407715 – PID 1272547)
I am writing to express my frustration and disappointment with WTS’s service on our recent return trip from KL to Singapore on 23 December 2007. I appreciate your time to read this email seriously and to address all our concerns and queries with a proper reply.
I want to stress that the problem started from the point we bought our tickets online with WTS.
1) I booked 5 tickets online in early December and the online booking process was completed smoothly with the deduction of ticket price from my credit card. On the same day, Jasmine had called WTS to check for availability of tickets for round trip for Singapore to KL, but was told by WTS staff they were fully booked. To ensure this was not an error, I called WTS office and spoke to a WTS staff, Miss Kitty, to enquire on the availability of tickets for a round trip from Singapore to KL and was told the same that tickets are sold out. I thus further requested Kitty to check why was I able to book through the internet when tickets are sold out, but she does not seem to be able to help and directed my request to the person in charge, Mr Richard, who had already gone home for the day. I left an urgent message with Kitty regarding the problem and for Richard to check and return my call by the next morning, since we had already booked our accommodation in KL and would need to source for alternative transport soon if WTS has no seats available. There was no call from WTS or Richard by 2pm the next day, and when I finally called and spoke to Richard, he was unable to provide me a satisfactory answer, and could only inform me that there is some problem with their online system. I updated the situation to Richard again, and told him to return my call by the same day with an update. I did not receive any calls from Richard and called him again in the late afternoon, which he then told me everything was fine and we will get the seats.
2) However, on our return trip from KL to Singapore (23 Dec 2007, scheduled at 3pm at Berjaya Times Square, East Wing), there were only 4 names on the driver’s name list, and only 3 seats available in the bus although we had booked and paid for 5 return tickets online.
The WTS drivers were also very unhelpful and insisted they are only drivers and do not know why this had happened, pushing the blame to HQ in Singapore. They even suggested one of us take the assistant driver’s seat, and the other one sit at the back of the bus meant for drivers resting at night. This certainly does not even look like a proper seat, and we are expected to bear the discomfort of the 5 or 6 hours journey home in the small corner at the back of the bus (refer to attachment), although we had paid full price for the coach fares. When the drivers called Singapore office for help, I gathered they were told to tell us to take the next bus, which neither driver could update us what is the timing or the availability of the seats. Finally one driver managed to find 2 available seats on another coach service provider (707 Travel Group – Bus number: KBL 1242), and Jasmine and Alan had to go over to the coach without getting full information. They were not told that the other coach will not be heading straight back to Singapore, and would be stopping over at Sunway Lagoon Hotel to pick up other passengers. On top of that, the drop off point for 707 Travel Group is Queens Street which was a big difference in distance from Bukit Panjang as we live in Woodlands. As a result of this, Jasmine and Alan had to pay more for the taking a taxi and only managed to reach home at 12 midnight.
The above situations were totally unacceptable as fulfilling the number of seats booked by passengers is the most basic service expected from a transport company. We want WTS to provide a satisfactory explanation on:
1) Why was I allowed to book tickets online although seats are full? Why was the website booking function not disabled when staff (Richard) was already aware of the problem? And why was I told by your staff we would get seats when there was a shortage of seats?
2) We were extremely upset over the way the Malaysian bus drivers handled the situation, and expect a reasonable reply on why they were not trained in handling such situations. Not only that, by offering us the assistant driver’s seat, it would mean the assistant driver has no proper place to rest during the journey. Would WTS be answerable should any accidents occur due to this? The process not only held up the time of the whole bus of passengers by one hour, we also had to endure the nonchalant attitudes of the Malaysia drivers in assisting passengers.
3) Lastly, in such situations, why was the Singapore office not rendering help when contacted by the distressed drivers?
Since the service provided by WTS was way below what was acceptable, we request for a refund of the full amount of the fares paid for the 2 passengers Jasmine and Alan, including extra taxi charges incurred due to the different drop off points and the inconvenience caused. (Coach ticket prices for 2 was S$86.00 and taxi fare from Queens Street to Woodlands was S$18.20, Taxi Number Plate SHB 675Y – receipt can be produced upon request) Otherwise, we expect a reasonable compensation from our standards by WTS.
Attached are our online tickets as proof and the seats we are being offered. (Password to open PDF file is: jemaine) We seek your attention to review the above issues seriously, and expect a reasonable reply from WTS soon.
Regards
