problematic matters...

there are an indian couple who are a walk-in customers came in and i served them.. they wanted to go for holiday as they have 2 weeks leave.. they wanted to go to Malaysia - Cameron Highlands.. as for indian passport holder, they need visa to enter malaysia.. and the visa need 5 working days to process..

they make the booking on the 15th Dec and the passport submitted into the embassy on the 17th Dec morning.. (submission to the embassy on the early morning).. and as the person in-charge confirmed that we could get bac the passport on the 22nd Dec night or 23rd morning... so my customers booked their departure on the 23rd Dec night.. but unfortunately, the passport are still in the embassy on tat specified date.. wat is the reason?? those ppl indicated tat malaysia embassy is having peak season and a lot of ppl queuing up and lack of efficient staff.. wat?? wat?? for this reason, my customer have to cancel their trip as they couldn't travel without the passport... they hav to wait for almost a week and still cant go for their holiday due to that stupid visa..

they were very angry and disappointed for this matter to happen.. before all of this, they make a deposit payment of S$400 to process the booking.. but then due to this cancellation, the hotel need to charge full charge which is S$624.. we tried to appeal and managed to get charged for only one night no show which is S$192 per person.. so total up is S$384.. deduct the deposit ??? become S$16.. this S$16, v ar goin to refund the customers..

they noe about this prob and get mad of it!!! they are blaming tat it is not their fault to hav cancel thier trip and no show.. y should i pay for even a single cents???? each of the hotel and company hav their own rules & regulations.. i noe it is not yr fault.. but the hotel wanted to charged us and so we need to charge the customers.. tis is bcos the customers cancel their trip on the departure day itself.. due to no passport..

i dono how to explain further here.. as if u hav make any booking before, then u will noe the how the terms & conditions looks like.. they won allow u to cancel o amend anything anytime u like.. but so unfortunately, for my tis couple cant go anywhere and nd to pay the no show fee.. if put yourself into the shoes, i will do the same as well.. not willing to pay and if pay is oso with hatred and bo song at all.. or mayb will complain till i get bac the money...

but i m into some wrong oso cos i didn't explain much on the hotels, coach and every terms & conditions before she paid any money.. i admit it.. so i have asked her to write in to my manager if she wanted to complain.. but my manager is aware of tis case so c wat the customer wanted to do to ease her bo song lo.. i don mind de.. haha..

oops.. forget to type.. the visa was issued on the 24th Dec.. wtf... took so many days and make until my customer couldnt go for their holiday and blaming us now.. * as there are also complaint made to the embassy previously as the peoples complain of the slow job taken.. then i onli collected from the other agent for the passport on the early morning of 26th Dec.. stupid embassy!! u return bac my money!! :0)

p/s: it is really not consider as agent's fault of this cancellation, but we don wish it to happen as well.. we also wanted to do yr business a.. haiz.. so c wat the customer will do to prevent her from getting frustrating non stop..

p/s 2: S$400 very hard to earn de le.. for me i sure make a fuss.. but sure oso no use de.. :)