12explore Malaysia Travel Agent review: Had cheated and provided false promise 3

Dear Sir,

Noted on your posting and please do allow us to investigate your complain?

There is nothing wrong to complain but need you to allow us to investigate accordingly;

look forward to hear from you,
Ken@12explore.com

HI I AM MUTHURAJ FROM CHENNAI.12TH EXPLORER IS cheated and provided false promise. I ALSO THE SAME EXPERIENCE LIKE MR.SATHIS.ALL ARE CAREFULL TO CHOOSE YOUR TOUR MANAGER. 12TH EXPLORER WORST AGENT.

Dear Mr Satish,

You may contact Mr Rajan and he will arrange USD 100 for you and he will deduct from his booking with us.

Mr Rajan, for your action accordingly.

This email is valid for all transaction with us. Do not worry as we are not a fly by night agent.

Rgds.

Ken.

From: Satish Srinivasan [mailto:satish_sri@yahoo.com]
Sent: 17 December 2012 09:55
To: ken; mtpbkdh@tourism.gov.my; mtpbperak@tourism.gov.my; mtpbjhb@tourism.gov.my; enquiries@tourism.gov.my; rajan@tripmakersindia.com
Cc: phoenixtourism@gmail.com; bd3@12explore.com; inbound2@12explore.com; inbound102@12explore.com; bd@klshuttles.com; operation@12explore.com; satheesh_kumar75@yahoo.com; admin@12explore.com; cs@tourismtech.net; marketing@12explore.com; sri.satish@gmail.com
Subject: Re: 12Expore Travel Agent - A responsible tour operator

Hi Ken,

After a couple of week its very disappointing to hear from my Tour Agent that nothing they had heard / received from you?

You may want to contact Rajan (our Tour Agent) - who is marked in this email

Regards,
Satish

From: ken
To: 'Satish Srinivasan' ; mtpbkdh@tourism.gov.my; mtpbperak@tourism.gov.my; mtpbjhb@tourism.gov.my; enquiries@tourism.gov.my; rajan@tripmakersindia.com
Cc: phoenixtourism@gmail.com; bd3@12explore.com; inbound2@12explore.com; inbound102@12explore.com; bd@klshuttles.com; operation@12explore.com; satheesh_kumar75@yahoo.com; admin@12explore.com; cs@tourismtech.net; marketing@12explore.com; sri.satish@gmail.com
Sent: Friday, November 23, 2012 1:39 PM
Subject: RE: 12Expore Travel Agent - A responsible tour operator
Dear Mr Satish,

TQ for your kind understanding and we look forward to welcome you back to Malaysia.

Warmest rgds.

Ken.

From: Satish Srinivasan [mailto:satish_sri@yahoo.com]
Sent: 23 November 2012 13:38
To: ken@12explore.com; mtpbkdh@tourism.gov.my; mtpbperak@tourism.gov.my; mtpbjhb@tourism.gov.my; enquiries@tourism.gov.my; rajan@tripmakersindia.com
Cc: phoenixtourism@gmail.com; bd3@12explore.com; inbound2@12explore.com; inbound102@12explore.com; bd@klshuttles.com; operation@12explore.com; satheesh_kumar75@yahoo.com; rajan@tripmakersindia.com; admin@12explore.com; cs@tourismtech.net; marketing@12explore.com; sri.satish@gmail.com
Subject: Re: 12Expore Travel Agent - Cheater / False Promise Maker

Hi Ken,

Thank you for your valuable time in expediting the problems and your response. It’s very sad that our family been an exception!. Anyway, thank you we will plan to visit again to Malaysia in next 1 year, ofcourse we will take your company support for bookings etc. Keeping fingers crossed that these does not occur again

Hi Rajan,

Can you confirm are you in receipt ?

Regards,
Satish

From: "ken@12explore.com"
To: 'Satish Srinivasan' ; mtpbkdh@tourism.gov.my; mtpbperak@tourism.gov.my; mtpbjhb@tourism.gov.my; enquiries@tourism.gov.my
Cc: phoenixtourism@gmail.com; bd3@12explore.com; inbound2@12explore.com; inbound102@12explore.com; bd@klshuttles.com; operation@12explore.com; satheesh_kumar75@yahoo.com; rajan@tripmakersindia.com; admin@12explore.com; cs@tourismtech.net; marketing@12explore.com; sri.satish@gmail.com
Sent: Friday, November 9, 2012 1:27 AM
Subject: RE: 12Expore Travel Agent - Cheater / False Promise Maker
Dear Mr Satish,

Below is the report submitted to me and we do regretted that it happen in your recent trip to Malaysia.
We will wish to inform you that as in every trip, there are a lot of communication and co-ordination efforts to come out with a trip for you based on your requirements and budgets.

Hence you have engage a travel agent to assist to make your trip to reduce your hassle and stress. The agent then will contact us and we in turn co-ordinate with all service providers and hotels.

As the ground operator on behalf of your agent, we always will try our best as nobody wants to create problems as you may know.
However some small hiccups do happen. As in any situation, we will always resolve step by step to the best of our ability.

Areas that we can assist and arrange, we will definitely do our best. Even 5 star hotels make mistakes but of course on a lower rate as they do charge higher rates for their services compare to 3 star hotels.

As in any person, we will always do our best to give best services and co-ordination to mount all services for you for service fee. Making a trouble-free holidays is always a challenge either for you and to us as well.
Normally we do provide Emergency numbers in case if there is any discrepancies or assistance required so that we can resolve them step by step.

Below the outcome of our investigation done by one of senior team member,

Report of our investigation :
======================

Hotel Issues :
1) We have checked with the Aseania hotel, there have a miscommunication regarding your booking between new receptionist & the hotel reservation office. We already made a booking & settled the payment to hotel before guests’ arrival. The new staff mentioned that no booking, but when we call the management they said the booking is confirmed & they will provide you the room as per our confirmation. Again, during check out time the hotel called & informed us that you don’t want to pay for the additional charges for upgrade to Deluxe Room. We explained to the receptionist that earlier we booked for Superior then we change to Deluxe Room, so no need to charge anything from you. Sorry for the all problem that you faced in the hotel due to communication breakdown between the hotel & our company that we will take partial responsibilities for this discrepancies.
However for the hotel part, as in any third party service provider, we do have limitation on the service control. Sincerely apology as it was a truly unfortunate.
2) For the transfer out in Penang, our driver already provided you itinerary & mentioned that pick up time from hotel to airport at 0600 hrs.
As it was a planned programme, we do provide all information in advance. Timing is part of the co-ordination. However, as any human being, we cannot guarantee behaviour of the driver.
What we can do is to reprimand him by giving him a warning letter for his “ unnecessary reaction” on your slight delay timing.
The driver had extended his sincere apology if his unintentional and pressured situation had triggered his silly reaction.
3) As in all hotel practices in the world, check in time at such to be around 2-6pm unless there is room available. The reasoning is you are the guests who is going to check out and if your flight is at 10 pm,
You will like to keep your room till 6 pm . Hotel industry as invested millions of dollars to provide this services to travellers will want to recover their investment and make the necessary profit for their investment. You will be advise to check out before 12 noon unless you are willing to pay for the late check out.
So it will be up to their guests whether they want to pay for late check out or early check in for cases where they are arriving as early as 5 am and if unless they have prebooked rooms done in advance with payment.
We do provide a pre departure check list to our partner agent in india in advance on this to avoid breakdown in communication.
Am not sure whether this is given to you or not in advance.

4) Actually we confirmed only 2 rooms with 01 additional breakfast for child, we never include for extra bed in your package. But we provide you complimentary for 1 extra bed in Penang only as a compensation after you faced some problem in Langkawi.

5) As for the 20 minutes Batu Caves is complimentary service that we offer to our agent to be offered to all customer. As for the slight delay in pick up, we provide your transfer based on sharing basis that’s why in our notice, we had mentioned that there may be delay between 5-20 minutes due to many traffic or unforeseen circumstances. Our report from driver, he was 10-15 minutes late from the agreed time.
According to the driver, you had advise him not to stop for the Batu Caves due to your worry of missing your flight. As you may be aware, if the stop is between10-20 minutes, you will still have enough time to check in without any problem.
Since you have bought your programme from India, we do not have full understanding of the actual promises that you have secured. We confirmed as per request by agent and in turn agent to pass to your accordingly. For your case, we do recommended you to take optional Batu Caves which will give you at least 1-2 hours time in Batu Caves. It is clear case that your expectation and actual package have a mismatch situation based on your email feedback.

As for this special case, we will pay Usd 100 to your Indian agent for your hand phone bills and unforeseen circumstances and USD 200 vouchers for your future trip to Malaysia for both your family for this special case valid for 12 months from this email, please claim from your agent for package tour to Malaysia of minimum 4 days together. Again, we want to extend our apologies for unforeseen circumstances.

Hopefully in the future, you will have a better holiday based on this regrettable experience by preplanning your actual expectation, budget and to have a truly calming, relaxing and enjoyable holiday.

Regards.

Haire (Mr) - *GIT Specialist Team Leader* - 12explore - Your Friendly Malaysian Specialist Partner!