On the morning of Sunday 24th November, my 76 year mother and I had a very bad experience on the first bus of the Brooklyn Route. We sat down on the upper level, and after a couple of minutes the tour guide sat down right behind us (and behind everyone, as we were in the last occupied row). We found this akward as in the other buses we took with big bus, tours guides were always standing up in front of the customers. I have the chance to understand english, and after realising that the translation in Spanish was not as frequent as the live guide comments, I have decided to translate to my mother some things as the guide was speaking (I was not translating everything, but just interesting facts, and in low voice). This seemed to disturb the guide, that remind us two times that there was a Spanish translation available for my mother. When I repeated to him that I prefered to just translate some things myself, he told me « then you will have to do it lower as you are disturbing me». Incredible! I found this behaviour unpolite, unproffesional at not nice at all. As far as I see it, I have the right to speak to my mother in my own language if I want inside the bus (which is big enough to not having to seat down right behing a customer, invading his privacy, and end behaving like this). I understand that translating the comments of the guide in a walking tour with a little group can be anoying for the guide, but being on a sighseeing bus I think it should be possible. I was talking with my mother in low voice, and more than he complaining to us for disturbing him, I should have complained myself for him disturbing us beging right behind us and talking in a much upper voice than we did! This was by far our worst experience during our New York trip. I will not repeat with Big Bus. I felt generally threathed like a number not like a person. And I really hope something like this will not happen to any other non-english speaking customers in the future.
Response from Host
Feb 2020
Good Afternoon Jcdeba,
At Big Bus, we care about all of our customers because we pride ourselves in running a respectful and compassionate company, anything less that goes against our core values.We don't tolerate the conduct you've witnessed with our staff. Outstanding customer service is a top priority, and we trust every employee to handle every guest with the highest dignity, integrity and appreciation. Any other behavior that is short of exemplary is unacceptable and will not be tolerated.
Please contact
[email protected] and provide a description of the guide, as well as tour date, time, location and route. We would like a chance to investigate this incident, as senior management will be notified and immediate disciplinary action will be taken. We hope to find a quick and right solution, and the rest of your trip was enjoyable.
Kind regards,
BBTNY