Finally, a reply from Becky

From: res@papillon.com
Subject: Re: Complaint - Order confirmation #296055
Date: 13 April 2007 00:38:32 BDT
To: duncan@example.com


----- Original Message ----- From: "Becky Wirth"
To: "'Papillon Reservations'"
Cc: "'John Becker'"
Sent: Monday, April 09, 2007 1:17 PM
Subject: RE: Complaint - Order confirmation #296055


Dear Mr. McGregor,

I apologize that you had such a time with our reservation department, we were experiencing technical difficulties at that time, no one was actually hanging up on you, our phone system kept shutting off.

I checked with the notes that Joanne put into your reservation, she stated that due to the difficulties you had had she agreed to give you the internet discount on the North Canyon, which came to $584.00. This is the internet rate for the North Canyon, it does not include the fuel surcharge and in the bottom print on the internet it says it will be collected at the counter. Joanne stated that due to the static on the phone, she could not hear you very well and she had posted the $584 for the rate and the $10 per person fuel surcharge for a total of $684.00. She then faxed to our corporate office a refund request of $348.02 (which is a miscalculation on her part and was processed on the 4th) which left a balance paid $643.98.

You stated that after giving you your receipt the girl at the front counter disappeared into the back leaving you waiting for over 10 minutes until another girl assisted you. Could you please give me a description, I assure you that disciplinary steps will be taken as that type of behavior is not tolerated nor allowed in our establishment.

Again I apologize for any inconvenience, but at this time I cannot justify another discount and refund. If you have your confirmation stating the total for $584 including the fuel surcharge, please fax it to me and I will then forward to our corporate office for your refund.

Sincerely,
Becky Wirth
CSR Manager
928-638-9330 ext 233
928-638-9349 fax