Dear Mrs Hare,
Thanks so much for taking the trouble to review us, and I am delighted to hear that all went so well with your recent tour to Poland.
I am however sorry to read of your disappointment with our office service. I do not understand why you felt the tour might be off given that we touched base ten weeks prior to departure, with regards to final payment and the next steps, and then sent your travel documents two weeks prior to departure, as detailed and planned.
The airport information we gave you was correct until British Airways made a late change to the check in area for your flight - 48 hours prior to departure. However, we did immediately contact everyone on the tour to advise them of this change and neither our tour leader (Tania) or airport rep (Linda) who met you at Heathrow were made aware of any issues.
Thank you again for your feedback. Always appreciated as it gives us the opportunity to make improvements to the relevant aspects of the service we offer.
Rowan PatersonExecutive Director
