Dear Maverik Customer Service,
I hope this message finds you well. I am writing to formally express my dissatisfaction with the helicopter tour experience I had with your company in Las Vegas, specifically regarding the conduct of the pilot, David.
On September 24, 2024, I participated in your premium tour package, which included a stop at the canyon, a picnic with champagne, and a sunset view. Unfortunately, my experience was marred by the unprofessional behavior of the pilot.
Firstly, at the beginning of the tour, I was rudely addressed by David when attempting to take a photo in front of the helicopter. He insisted that photos could only be taken in groups, which was not communicated to me beforehand.
Secondly, during the refueling stop, while other passengers were taking photos near the helicopter, David again spoke to me in a disrespectful manner, warning me not to touch the aircraft and stating its value in a condescending tone. His words implied that my actions could cause damage, which I found unnecessary and demeaning.
The most distressing incident occurred when David confronted me about vaping outdoors. His reaction was aggressive; he shouted and pointed his finger in my face, disregarding my status as a paying customer. Despite my attempt to reason with him, he continued to raise his voice and even threatened to leave me in the desert.
While I understand the importance of safety and the pilot's authority, I believe that respect and professionalism should always be maintained, especially towards clients. The manner in which David addressed me was unacceptable and overshadowed what should have been a memorable experience.
I am seeking a formal apology from your company and a refund for the tour, as the service provided did not meet the standards promised. I trust that you will address this matter with the seriousness it deserves to ensure no other customers endure a similar experience.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
Elaine Schoen Minto
Відповідь від хоста
Oct 2024
Dear Elaine,
We sincerely regret hearing that your recent experience with us did not meet your expectations. Please know that your safety, along with that of all our passengers, is always our top priority. Our pilots are responsible for ensuring everyone's safety, and part of their duty is to enforce safety protocols. As such, personal photos are not permitted before the tour while they conduct safety briefings.
We understand there was a miscommunication, and it was brought to our attention that there may have been difficulty following directions, including the use of your vape in restricted areas. We want to assure you that the pilot's actions were taken with the intention of maintaining a safe environment for everyone on board.
Our pilots are extensively trained not only in aircraft operation but also in customer service, to ensure an enjoyable tour experience. However, since the service was successfully provided, we are unable to issue a refund at this time.
Thank you for your understanding, and we hope to serve you better in the future.