Submission date: 03Jan2010
Group size: 29 paxs
Grading: G-Good A-Average P-Poor
Date of briefing to customers： 20.12.2009
Since 20.12.2009 after I have called up all customer on their briefing, every day I have picked up at least 3 calls from Mdm Lee Xiao Moi x6paxs pertaining to water issue.
Before the departure, Tour Operator,Ms. Arene previously briefed me to remind customers to bring extra bottle of mineral water for their trip. And because of this water issue, Mdm Lee Xiao Moi called me up daily requesting our company to provide her family mineral water for their entire journey. I then feedback to tour operator and was told it is not possible. After I have told Mdm Lee that it was not possible for us to provide free mineral water for the entire journey, she requested me to call directly to our Egypt counterpart and request for free mineral water.
Their booking was handled by Ms. Sylvia. Sylvia has previously informed that this customer of her is very troublesome and in the end told her customer to boil water instead. (Note: Inside Nile Cruise, boiling of water is strictly not allowed. Also, water from Egypt is not safe from drinking too. Guide told me even brushing of teeth is best using mineral water.)
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Date: 23/12/09 – 11:55pm check-in at KLIA
There was a lot of group doing individual check in during that day. After I have done the group check-in and took their boarding passes, I quickly arranged seats for customers in order for them to be able to seat next to their family. When I met up with Mdm Lee Xiao Moi (6paxs), she hurried me to pass their boarding passes to her so that she and her family can proceed to the golden lounge for their meal. Hence, I pass their boarding passes to them first and then to the rest of the customers. Their seat number for KUL-DOH sector are: 33A, 33B, 33D, 33E, 33F and 33G and DOH-LXR are: 34A, 34B, 34C, 34D, 34E and 34F. Both sectors are front seating of the group seating.
In additions, Mr Balan (5paxs) told me that during his last 2 trips with our company, on both occasion he was given 2 rooms. 1 twin room and 1 triple room (Same for this trip). When he suddenly told me that he does not want 3 ladies sharing 1 toilet as he felt it would be a waste of time and inconvenience for them.
At that point of time I was very puzzled, as he paid full fare for his trip and previously did not make request for sharing or paid extra for additional single room upon booking or payment. As I am busy doing the check-in, I just told him that his room arrangement is same as previous, 1 twin and 1 triple room and after that did not have the time to explain to him.
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24.12.09-Day1
Flight:
QR625 KUL-DOH 333-Airbus A330-Seat 305
QR518 DOH-LXR 321-Airbus A321, Seat 305
Grade: G
Hotel: Luxor-Nile Ruby Cruise
Grade: A
Restaurant: Lunch & Dinner – Nile Ruby Cruise Restaurant
Grade: A
Coach: Luxor – Bus No. TS Bus LUX 634 – 49 seaters
Grade: G
Driver: Mr. Ahmad
Grade: A
Tour Guide: Mr. Sam (Samer)
Grade: G
After arriving at Luxor Airport, Mdm Lee Xiao Moi complained to me that their seats are lousy and would want me to arrange for them to be seated on exit row for their return flight. I told her that the possibility of me getting the seat is very slim as they are normally being blocked by Airlines for specific customer to seat. She said to me no matter what, their return flight better arrange for them properly, otherwise, upgrade them to Business Class regardless of the amount needed for top up.
During our conversation, Mdm Lee told me that their family in actually fact does not like to come to Egypt for holiday. They are here to accompany her husband, Mr Tam Kio Poon.
11:00am – 12:30pm: Karnak Temple
12:30pm – 1:45pm: Luxor Temple
2:00pm: Lunch in cruise
During our meal on the cruise, Mdm Lee kept complaining the cruise is bad and small as compared to her previous trip on Alaska Cruise. Next, she brought out a few boxes of BBQ pork (Bak Kwa), biscuits and other food stuff and gave it to the rest of the customers to consume. After that, she tries to influence other customers by keeps saying the product offered by my company is of low quality especially the cruise.
On every table, we are being served with 2 bottle of 1.5L of mineral water. That day after Mdm Lee had finished her 1 bottle and the remaining to be kept inside the room, she walked over to my table with the empty bottle and told me this: “You as a Tour Leader should give what customer need”, and then she just took her empty bottle and swap mine.
When I allocate the room number to customers, Mr Balan complained that he had paid full fare for it and does not want the triple sharing room as he does not wish 3 people sharing 1 toilet. I then further explained to Mr Balan that the full fare he paid for 5 paxs, their room pair are 1 twin and 1 triple room sharing. If he wishes for a single room, additional fee RM1699 will be incurred and all these request to be made in advance and not during the trip.
He argued that he does not take this type of room since he had paid full fare, should not have offered his triple sharing room. He comment that he does not mind paying more to get another room(he don't know got to pay extra RM1699 for additional single supplement, he think additional single supplement fare is not much.) or his daughter to share room with other guys, so long not 3 person sharing 1 toilet.
Due to super peak season, all the rooms are fully booked, hence, unable to help him to secure another room. As my single bed room is on a different level, I can’t share my room with her daughter, he then proceed to scold me and said: “ You as a travel agent, you should know how to do. If meeting time I always later for 1 hour, don’t blame us for being late, because you gave us 3 people sharing 1 room”.
According to the rooming list provided by Tour operator, I noticed that Mdm Lee has requested for 1 double bed and adjoining room. The guide, Mr Sam told me that on this cruise, they are only 3 rooms with double bed and adjoining room. On that day, there are 3 other groups and every group are given 1 room each. Hence, I allocate the room to Mdm Lee on the 2 floor. Their room numbers are: 215, 217 and 219. As for me, I am staying on the same floor with them (Room 222).
When the cruise start to sails, Mdm Lee walked over to me and complained that the cruise is very noisy, and why did I put them on the 2nd floor and the rest on 3rd and 4th floor respectively. Is it because the fare they paid for is lesser than the rest and thus put them on the lower floor? I then explained to her is that due to her request, I can only put them on the 2nd floor. She then scolds me and said: “I have never made any request for adjoining room, only request for double room. You don’t ever say I have made such a request. I may be old, and please do not bully me. If you wish to bully, don’t overdo it!”. As I am staying on the same floor, the noise made by the cruise is not very loud. I have also asked customer on different floor and was told they too experiences the same level of noise.
Mdm Lee brought a lot of thermal flask for her trip. Mr Sam had informed her that the restaurant on the 1st floor does not have hot water facilities, if she wants, she can obtain them from the bar on the 3rd floor. She then further complained she does not wish to climb the stairs to take hot water and the restaurant below, their service is very lousy as they do not give them hot water.
I encountered a lot of problems beside Mr Balan and Mdm Lee issue. During the rooming, a lot of couple and family told me that they have made request for double bed and adjoining room. However, my rooming list only stated that Ms Catherine (4paxs) and Mdm Lee have made special request, the rest did not.
Like for example, Ms Ong Lim Nge (4paxs) has requested front counter for Adjoining room and double bed, but the front counter told her upon arrival in Egypt, the Tour Manager will arrange for them, hence, no request is needed.
Ms Lim Zhen Li (2paxs) also make request for double bed.
Also, when we are having our 1st meal, Ms Catherine only then informed us that her daughter, Ms Sim Wai Gim is a vegetarian and take vegetables and fish product only.
After which, I tried to ask Mr Sam to assist me to exchange the room but was told that due to the super peak season, all the room have already been allocated with room number and are fully booked. It would not be possible for us to exchange the room.
After visiting Karnak Temple, Mdm Lee’s daughter, Ms Tam Chaw He told me that her friend, Ms Tham Sao Kian black Prada bag bought from Italy had been cut opened by the bus driver on the bus and try to steal her stuff. Luckily, nothing is lost as her bag contains food stuff, and only the fabric inside is being cut.
I then highlighted this issue to Mr Sam. He told me it is not possible as he had worked with the driver for 4 years. His bag also contains a lot of money and other customer had left their valuable on the bus before and never been stolen.
So the next day, Mdm Lee and her family told the whole bus that Ms Tham bag had been cut opened by the driver and tries to steal money from her. Ms Catherine also told me that her bag too was opened on the bus (Note: Ms Catherine and Mdm Lee are old friend).
From the commotion, the rest of the customer told me that they also left their valuables on the bus but none of them got stolen.
So the next following day, I went to Ms Tham’s room and took some photos of the bag as a proof of evidence. I noticed that the small compartment of her bag contain a lot of heavy items, she also told me that time she put a lot of heavy stuff to her Prada bag.I believed that her bag was torn due to the items is too heavy.
In order for Ms Tham to make an insurance claim, I request Mr Sam to make a police report or run a company stating that Ms Tham’s bag was damaged during her journey. But Ms Tham insists that the driver tries to steal her stuff, thus the bag was damaged. Mr Sam refused to do that as there is no evidence stating that the driver had stolen her stuff, otherwise the driver will be force to stop working for investigation. The only thing he can do is to write to the company stating that her bag was damaged during the journey so that she can file an insurance claim or reimburse money to her for the damaged bag.
However, Ms Tham refused his suggestion. She claimed that her Prada bag is very expensive and bought it from Italy. She does not want his money, and all she wants is a police report stating the driver stole her stuff (Attached company letter by Temu Tour).
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25.12.09-Day2
Hotel: Luxor-Nile Ruby Cruise
Grade: A
Restaurant: Lunch & Dinner – Nile Ruby Cruise Restaurant
Grade: A
Coach: Luxor – Bus No. TS Bus LUX 634 – 49 seaters
Grade: G
Driver: Mr. Ahmad
Grade: A
Tour Guide: Mr. Sam (Samer)
Grade: G
Shopping stop: Albaster Factory
6:30am: Morning Call
7:00am-7:50am: BBF
8:40am-10:50am: Valley of King
(No camera is allowed to be brought in. Due to Mdm Lee and her family keep complaining about the driver for stealing, I personally stayed behind to look after customer belongings. She further requested to look after the damaged bag (Note: the bag is very heavy), as she afraid that the driver might put laxative in her food stuff. Hence, she passes the bag to me to look after.
10:50am-11:30am: Albastar factory
Mrs. Balan accidentally sprained her kneecap last night while applying lotion and started to feel pain at the factory.
11:45am-12:40pm: Hateshpsut temple
Ms. Tam Chaw He & Mr. Lin Kok Sheng (Mdm Lee‘s family) late 15mins for boarding.
12:45pm 2 colossi of Memnon
Due to Ms. Tan Chaw He & Mr. Lin Kok Sheng arriving late for boarding, the cruise basically was just about to start sailing. Hence, we can only allow the customer to take picture of the 2 colossi of Memnon from inside the bus. If we allow customer to step out of the bus to view and take picture, we will never make it on time to board the cruise.
Due to this reason, Mdm Lee and her family started to make noise saying our company cheated them for not allowing them to visit the 2 colossi of Memmon. They felt very disappointed and keep using this to complain and affect other customer telling them our company cheated them.
1:00pm: Lunch + sailing
2:30pm: Meeting in the Bar about next day activity and optional tour to Nubian Village on 27Dec09.
4:00pm: High Tea at sundesk.
7:00pm: Dinner
That night suppose to arrange Mrs Balan to see doctor, but due to the medical facilities at the country side is very run down, Mr Sam arrange for a doctor to go onboard of the cruise on 26/12/09 for check up after we reach Aswan at night.
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26.12.09-Day3
Hotel: Edfu & Komombo-Nile Ruby Cruise
Grade: A
Restaurant: Lunch & Dinner (serve Oriental food) – Nile Ruby Cruise Restaurant
Grade: G
Coach: horse carriage to Edfu temple
Grade: P
Descriptions: Customer complained that the stableman stopped halfway asking for tips.
Tour Guide: Mr. Sam (Samer)
Grade: G
6:00am: Morning call
6:30am-7:20am: BBF
7:30am-7:50am: horse carriage
8:00am-10:00am: Edfu temple
10:30am: Sail to Komombo
1:00pm: Lunch
3:30pm: Tea Time
4:00pm-5:50pm: Komombo Temple
7:00pm: Dinner
9:00pm: Egyptian theme dinner
*Nobody attended the Egyptian party due everyone got to wake up by 2.30am
10:00pm: Arrived Aswan
10:00pm: Doctor onboard on cruise and suggest Mrs Balan to go down to his clinic for X-ray.
11:00pm: Mr. Balan & Ms. Gumuta(their daughter) and me accompany Mrs Balan to the clinic, but halfway to his clinic, the doctor‘s car had one of his tyre burst . Hence, we have to wait for more than ½ hour for fixing before we can continue.
11:29pm: X-Ray taken.
11:59pm-1:30am: Meet up with the doctor and obtained 2 of the same reports plus receipt, 1 claiming Mrs Balan’s PA, and the next claim Group Travel Insurance, Consultation fee of USD200 (Attached Doctor report and receipt). On the way back, the doctor help them to purchase medicine at the pharmacy and Ms Gumuta told doctor not necessary to obtain receipt. Starting at first, the doctor told them that they do not need to pay for the medicine but they insist on paying. Hence, in the end, the doctor quoted them USD100 but without receipt.
2:30pm: Felucca Sailing around Elephantine Island and Botanical Island + Optional to Nubian Village.
*Mdm Lee whole family and Mr and Mrs. Balan and Mr. Brasath Balan(their son) didn’t join.
9:30pm: Pay bills at the receptionist counter.
Mdm Lee starts to ask me room number for the other customer. She then went to their room complaining us that we arrange early morning for them to check out, and can only use the public toilet on the cruise when they came back in the evening time. Shower is also not allowed as they will be onboard on the train that night and check in at Cairo hotel in the afternoon. Hence, they can only able to shower at night. She then told us not to check out early in the morning and wait till they finish their sightseeing, come back shower then check out.
She even lectured me not to damage or loses their luggage when moving them as her luggage is not those RM700 – 800 luggages. It is RM8k luggage, and will hold me responsible should anything happens.
10:00pm: I haven’t had a wink the previous night. From 10pm onward, Mom Lee, Ms Them and Ms Catherine consecutively call and knock on my door complaining to me about luggage issue, shower issue, itinerary and Ms Tham’s Prada bag got cut issue.
I have complains from other customer saying that Mdm Lee keep pestering them, complaining about the whole itinerary and also not giving them to step out of the bus to take picture. Customer further feedbacks that they are very excited during the journey. But when Mdm Lee constantly complained to them, it actually affects their mood. As Ms Catherine was one of those that was affected by her, she also keep calling to me room and complained about the arrangement of the itinerary.
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Mdm Lee then further told Ms. Ong Lim Nge that their previous trip to Taiwan, they purposely late for boarding and alighting just to play the guide and leader. Even then nobody dare to lecture them.
1:45pm Ms Koo Yoke Mui down with food poisioning, Ms Ang Lai Nyuk and me send her to the hospital and was giving a drip.
3:30pm-4:00pm waited the group at the perfume factory after visit to the hospital.
这张照片是去年10月3日带团到巴厘岛拍的团体照。再过几个小时又要重游巴厘岛了，可是这次不是带团，而是company trip。
这是我带的马来同胞客人，这是我有史以来最轻松的一团。马来人参观景点比较不热忱，也不愿意步行太远的路，也像我一样喜欢购物多于游览，所以这一团我带得很轻松，难得在晚上还有精神上网，在最后一天整个下午都逍遥自在，有很多私人时间！
这是马来团友中的只此一家华人团友。Mr. Teh是马来老板的生意伙伴，他的为人随意，人好好哦！听他讲述一些生意经，真的获益不少。
老板的女儿及女婿为人很不错！顾客是有要求，可是他们是不过分的要求而且是容易满足的。回来后，老板女儿还亲自拨电邀请我出席他们哈芝节的大型open house。
这是老板的儿子及媳妇。他们俩当我像朋友来看待，几乎每晚都亲自约我一起与他妹妹一家出去血拼至购物直到商店打烊都不甘愿离开。老板儿子对我说虽然他长得胖，可是他很注重外表打扮，打扮整齐就是给人的第一个好印象。购物是他的最爱，他说如果他长得不胖的话，可以轻易找到合适的衣服，身上的钱可能都耗费在打扮上了。
除了买了一些浴澡用品及香精油，这是晚上跟着他们去购物血拼回来的战利品。到巴厘岛就少不了买名牌东东，那里的名牌的价钱便宜得不得了，很多名牌工厂都设在印尼，所以最新款的名牌东东可以先一步在印尼找到。我能力有限不跟他们疯了，就买了这几样价钱好便宜的东东。
这是其中两位职员，在马来老板公司当经理及监督员。他们去购物及clubbing几乎把钱花得一干二净，忘了要付回程的机场税还有下午的午餐，最后老板请吃，机场税自己给就搞掂咯！
这是4天以来一起工作的Mr. Wira。Mr. Wira曾经是某集团高层人物也是船务营业经理，最后他觉得到处走走及见识不同国家的游客是他最向往的，所以卸下高级职位当起导游来。我还以为越南的导游待我不错下，这位印尼籍的Mr. Wira导游也很好，给我享有与客人一样的福利，还帮忙我做我工作范围的东西，尤其是与我一起亲自一楼一楼到客人房间检查客人的住房是否有问题，真的感动ing～ 
这一班客人超爱拍照，去到哪里就拍到哪里。看他们那么喜欢上镜，除了拍摄风景及人文照外，我也用相机为他们拍了不少的人像，这是我带团以来拍得最自在的一次，工作之余还可以享受我的嗜好，客人也毫不介意，我把所有·拍到的照片烧了一片光碟给他们，他们还开心得不得了呢！
这是我们入住靠近Kuta的4星酒店——
这是酒店大堂，我每次进出大堂都可能见酒店职员正在打扫，环境非常干净清幽。酒店设计都以Harris橙色的标志为主，连职员的制服也是橙色的，他们的服务周到也笑容可掬，每次经过都向你打招呼问好，这家酒店的服务态度给我留下深刻印象。
这是我入住的房间，不好意思，睡了一个晚上乱糟糟的才拍下照片，呵呵！
靠近窗口前有张休闲椅，悠闲时可以躺在那儿看看书，看看窗外的风景，可是我却没有那么那么的悠闲啦！嘻！
这是提供免费24小时无线上网的工作枱。有这样的服务如果给带团的我真的方便多了，上网完全免费，我可以用笔记型电脑在晚间处理带团的报告，如果发生紧急事故，可以很轻易就联络到大马办事处，不用浪费电话费及上网费用，不像在埃及邮轮上，上网30分钟就得花去RM26，在船上网络很慢，30分钟简直不够用，要处理一些东西至少要1个小时才行，真的超贵！ 
我的房间窗外是泳池景，每天早晨打开房间窗口就看见清澈的泳池。
一些比较高级的房间外设有私人日光浴。巴厘岛的气候很舒服，不像大马这里那么闷热，柔柔的阳光晒日光浴蛮舒服的。
房间供有香精油。精油的味道很舒服，每次晚上回到酒店点燃香精油后感觉很舒服，很快就呼呼入睡了。 
看！我轻松得还可以在出发观光前在房间内精神奕奕玩自拍。我知道没有人带每一团都是100巴仙完美的，每团一定会发生一些小小的问题，一些问题可以迎刀而解就不是问题了。虽然这一团也不是非常的完美，至少客人没有过份的要求，明白事理的客人也体会到我尽我所能做到的事，可见
1月3日在老同学Wu Pak的婚宴上突然看上ChiKam最近买的
说到相机包包，我割爱欲售出这
今年生日，收到一份这么贴心的礼物，一只印满我和家人温馨的照片，还有我部落格的主题照片。
这是在11月份Calvin帮我付钱买的行李箱，去埃及时花了不少钱买了长袖衣，寒衣及防晒用品，再花钱买行李箱有点吃力，Calvin就付钱买了这个，他说就当作是生日礼物。我带团专用的行李箱在越南机场发现轮子坏了，因为是带队不想客人等我拿机场报告索赔，所以就无了了事。家里剩下的是一个超大行李箱，带团用那么大个行李箱不太方便也会被客人讲，所以去埃及之前买了一个中型行李箱，太小的话就装不下10天的用品及衣物，也不能偷偷购物装战利品咯！
3:30pm-4:00pm waited the group at the perfume factory after visit to the hospital.