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To whom it may concern:
I want to preface this letter by stating that I have never written a formal complaint to a company in the past, however due to my experience I felt I could not pass the opportunity to express my strong dissatisfaction and disappointment that I have experienced with your customer service representative Jan Canlas (ext 5293) at Viking Cruises.
Aside from the initial booking in May 2023 made by Mr. Canlas, we have been unsuccessful in making contact with Mr. Canlas despite various attempts through Voicemail and/or E-mails. He is never available (not even at the times on his recording) and never returns phone. The main organizer Mr. Jose Diaz finally got a hold of him and advised him that we (5 couples) would be all be available on Sunday, June 25, 2023 to discuss a change we wanted in itinerary as well as addressing some questions regarding pre & post excursions with Viking, he stated he would be available. However, after several attempts we were unable to reach him and continued to get his Voicemail. Finally. Mr. Canlas returned tcall on Sunday, June 25, 2023 at 12:45 pm but only to advise us that “he was unable to help us because there was a glitch in his system but to call back and have another customer service agent help us with our reservation.”
In this particular instance, Vikings policy of having an agent obtain credit just because he booked the initial reservation has been a tremendous disservice to your customer. I can honestly say that Mr. Jan Canlas is credited with a reservation without providing any quality customer service whatsoever. It has been a daunting and frustrating experience dealing with him. It is appalling to witness an employee of such a respected company to behave in such a manner. I was both shocked and disappointed to have been treated in this manner and I believe you should be made aware of your employee’s actions.
We currently have 5 reservations: (working on adding two more)
1) Mr & Mrs. Diaz #7481833
2) Mr & Mrs. Mijares #7494137
3) Mr. & Mrs. Gonzalez #7513413
4) Mr & Mrs. Cossio #7494138
5) Mr. Cossio & Mrs. Diaz #748183
I do want to advise that we did call back and spoke with a wonderful customer service agent by the name of Clerekia Charles (ext 18144) who was extremely helpful and assisted us with all our questions and bookings. She was very patient and helpful and went above and beyond to assist us and address all our questions.
Based on the information provided, our only request is that you please remove Mr. Jan Canlas off our booking as reservation agent
