The Straits Times
Published on Nov 09, 2012

Poorly served tour


LAST month, I booked a three-day trip with Luxury Tours to Kuala Lumpur and Genting for my parents who were visiting from China.

In Genting, my parents were supposed to be picked up by coach. However, it arrived nearly five hours late.

I called the agency repeatedly to sort out the matter. The staff were unfriendly, and at first, claimed that the driver could not locate my parents. She then blamed my parents, but eventually said that the coach was late as it had broken down.

By the time the coach finally arrived, my parents had already left in a taxi.

A similar incident happened a few days later, when my parents and I joined a sightseeing tour of Singapore with the same agency.

We waited half an hour for the coach at the Marina Bay Sands Tower 1 lobby before taking a taxi to the agency's office to seek an explanation.

The staff claimed that there had indeed been a coach pick-up, despite the fact that we had been there all along and saw no coach.

I asked if the agency could arrange for us to meet the coach driver at the tour's first stop - the Singapore Flyer.

The staff suggested that we take a taxi there on our own and look for the driver ourselves, despite the fact that we neither had the tickets nor recognised the driver.

We were told there would be no refunds for the tour.

This tour agency has shown very poor customer service. How do I seek redress?

Clare Ma Mengchen (Ms)