以下の文面で保護者の皆様にメールを配信致しました。
＊ ＊ ＊ ＊ ＊
保護者各位
保護者の皆様にはますますご清祥のこととお慶び申し上げます。
土曜日に児童生徒が無事帰寮し２学期が始まりました。
今学期は７名の新入生を迎え、日曜日の始業礼拝も滞りなく行うこ
さて、本日は生徒帰寮日にヒースロー空港にて起きたことにつきま
当日、全日空便の児童生徒を空港から学校まで乗せていくコーチが
直ぐに学校からコーチ会社に連絡をとりましたが、当該コーチは現
週明け早々にコーチ会社に連絡を取り、状況確認を致しました。
コーチ会社からは下記の返答があり深謝の意が述べられてはいます
まずは正確な事実確認をしてからのご報告をと考えておりましたが
立教英国学院
＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊
On Monday, 10 September 2018, 15:07, Steve Venables <svenables@safeguardcoaches.co
Good afternoon,
It is with much regret that we find ourselves in a position where we failed to keep you, our customer updated with the reasons why we operated late for your Heathrow Pick up on Saturday.
Once again due to operational issues beyond our control a serious situation developed and subsequently you were the customer whom became delayed with no communication from us the Transport Provider. Yes our Duty On Call Manager was also driving on the day in question, which only compounded the delay further. With another driver not reporting for duty on the day in question he was indeed your allocated driver and it was also very late in the day until we were made aware of the issue that was developing at a pace.
As soon as I was informed arrangements were made to divert another coach from Watford, however the customers on that trip were over 1 hour late departing, which made things very much worse getting to the waiting students at Heathrow.
As the company representative I offer my most sincere and deepest apologies for the delay an inconvenience caused by all concerned. It is not acceptable for anyone to be placed in the situation that occurred and I will certainly conduct a full and thorough investigation into why we failed so miserably with the lack of communication.
As a gesture of goodwill a discount will be added to the booking.
Once again please accept my most sincere personal apology and lessons will be learnt from this poor display of customer service.
Kind Regards,
Steve Venables
Operations Manager