Victory Liner Customer Service

This is an email conversation between me and customer service at Victory Liner one of the main bus lines that operates in the Philippines. My original email has some exaggeration in the effect of how horribly it effected me and doesn't mention the fact that I live here. I was impressed with their response even though they didn't offer me any freebees.

To Whom it May Concern:

Due to your incorrect bus schedule posted on your website, my trip to the Philippines has been ruined. I traveled here from the U.S. with the intention of traveling to Zambales timing my arrival in Manila to make the Thursday 22:40 STA. CRUZ via CAMILING   as posted on your website schedule. Upon arriving to Victory Liner around 9:40pm on January 27th around 9:30 pm and were informed that the bus does not depart until 4am. This has completely ruined my travel plans for the weekend.

I am part of a fairly wide network of travelers and depending on what action is taken from me sending this email, I plan to effectively spread the word to avoid using your service when it can be avoided and not to trust your website (Which eliminates the usefulness of your website and that is money your organization is wasting by having the website developed and maintained) 

Ian Geiger

 -------------------------------------------------------------------------------------------------------------------

Dear Mr. Geiger,

Thank you for bringing up the concern.

I have investigated the incident and found out that indeed bus number 811 was dispatched last night on 22.40 for the trip Sta. Cruz via Camiling.  I also checked if the manifest was fully booked, which could be the reason why the person you talked to said that the next trip was for 4am already.  However, upon checkng the manifest, I saw that the bus was not even fully booked.  There were seats and you should have been accommodated on that trip, sir.

Did you inquire at the dispatcher's booth sir?  Or at the ticket booth?  Or with a security guard on duty?  We are thinking, there is a possibility that that person may not have understood what you were saying, perhaps a different intonation or pronounciation.  If this were the case, we would like to pinpoint who this person is as it reflects on the quality of people we have out there.

Mr. Geiger, on behalf of Victory Liner, I would like to apologize for this confusion.  If you have urgent questions, please do not hesitate to contact our customer service desk, English speaking and fully able to answer and understand you.  The number is0917 8425463.

Sincerely yours,

Marivic del Pilar

Marketing Head

Victory Liner

 -------------------------------------------------------------------------------------------------------------------

Dear Marivic, 

         Thank you for your response. I inquired at the ticket booth and with a security guard. Luckily everything worked out well enough. I went ahead and gave Victory Liner another chance and returned at 4am. It still was not as easy as it should have been.. when inquiring about the STA Cruz that the office told me was leaving at 4am they said it wasn't leaving until 6 and I then asked just about everyone in the station until finally a security guard understood that I was trying to get to San Antonio and guided me to the right bus that did indeed leave at 4am (the guard also informed me that a bus for sta cruz did indeed leave at 10:40). Again, thank you for your response and for looking into the manner.

Sincerely,

Ian Geiger

 -------------------------------------------------------------------------------------------------------------------

Thank you for your reply Mr. Geiger.  I am sorry, I think our frontliners are really having difficulty understanding and conversing in English.  We will move towards improving on this aspect.

Have a nice day!

Marivic del Pilar

Victory Liner