Wednesday, January 06, 2010

遇上变态客人的埃及公干~Jane

我回来了!在1月1日下午已终于回来了!在埃及,我遇到很多不如意的事。

一直以来在公司的受训下,我一直抱着每位客人愿意付那么多钱去旅游,目的地是为了有个开心假期,有个开心美丽的回忆的想法。可是从这一次开始,我清楚知道并不是每个客人都是一样去旅行为了是找开心的,原来还有一些客人去旅行的目的地是要搞事的。

这是我带团以来第一次遇到变态客人太过空闲故意搞事,以为有钱就可以把我们当狗那样命令,处处服从他们。为了公司,我和导游忍着不跟他们吵,一路上一直都在忍他们过份欺负。其他客人说,这家人在别人的国家特意搞事来刁难人,埃及人脾性蛮暴躁,幸好我们的导游脾气好,要不然别人趁他们离团时要怎么对付他们都很容易不过。这姓Lee的一共有6人同行,其中一人是她的朋友,她还自爆这位友人与她其中一位中年女儿搞同性恋,客人也向我投诉她们在车上做出不雅行为。客人也说她的她的2个女儿都学到她没教养,以她们这样时常得罪人,不知哪一天会得到报应,小心她2个女儿还年轻,被人报复的话她们一生就毁灭了,家族其他2位男士(她的老公及女婿)看见她们不对却不敢出声,我想可能因为女的有钱的关系,男的只有静静不敢出声。最没道理的是她那位中年女性朋友自创司机偷窃她Prada手提包的经过,说司机没注意到她手提包里的拉链,发觉包包里面装了很多东西,就用力扯开包包里的布,欲偷窃里面的东西。看看我拍的照片,包包里的拉链那么大个,我们下车至少有45分钟,难道司机会慌乱起来看不到拉链就割开包包的布进行偷窃吗?她的包包真的装了一大堆吃的东西,拉链里的东西重得不得了,没证没据就这样诬赖别人,我的马来客人在同一个时间下车时也把相机及金钱留在车里,为什么没有不见呢?她直说她的Prada包包是从意大利买回来的,价钱不便宜,不会那么容易就坏的,我听了真的想吐,难道从意大利买回来的包包就不会因为裝太重的食物弄坏吗?看看她的包包残旧不堪,看似用了不知多少N次。这个姓Lee的,到处向人说这次去埃及买了RM800的猪肉干肉丝来送给客人吃,整只猪都被她买去埃及了,时常在马来客人面前大吃猪肉干,好几箱行李装着的都是食物,幸好她运气好,没有被海关扣留她的食物及行李。她投诉油轮很差,一直拿她之前乘的Alaska cruise来比较。在埃及,这些油轮可说是高级油轮,她的Alaska cruise花去了马币2万多,埃及配套才马币7千多,怎么来做比较?如果要Alaska Cruise那么豪华的话,对不起,埃及没有这样的油轮给妳。

另外那一家印度人,出发之前没有清楚知道我的同事如何处理他们房间安排,等到当天才对我说他给full fare可是不要三人房,说来说去他还是不听full fare意思是双人房及三人房的价钱,单人房另加钱,第一天就已经闹僵了。大家都是付马币7千多来到这里的,大家都一样公平对待,客人的要求我尽量做到最好,可是有时候是我控制以外的事情,因为航空公司及酒店不是我开的,我怎能客人要求什么可以保证一定做到呢?何况当时是超级旺季,还说自己是frequent traveller,如果是frequent traveller的话,应该明白所有的request都是depend availablity的。

除了生气那家姓Lee的变态行为,最生气的是我所为这个印度家族做的一切,牺牲睡眠带他们看医生,找他要的房间以及拨电回到马来西亚要求航空公司提供轮椅,他不但没有一声感谢,还处处威胁我给我脸色看,令我难顶的是他骂我说:“如果是你的亲人弄伤了脚,却没有得到你要的要求,你的感受怎样?!!”我听了并没反驳他,我心想:“你的老婆脚伤了走路很慢,你从来没在一边扶持她,让你的小儿子及我扶着她走,还骂你的老婆走路慢,这样你会心疼你的老婆脚伤吗?”这不是我一个人这么想,其他客人都说这印度人没良心而且大男人,做印度人的妻子真的很可怜,尤其是有钱的,女人根本没地位,连他的儿女也不敢哼一声。

在我拨电回大马向tour operator要求轮椅时,operator说不能直接确定给轮椅,航空公司需要当天看病人的状态才能决定给不给轮椅。我明白这是航空公司决定的事,可是客人不明白,威胁我硬硬要我拿到轮椅给他,那位印度客人脚伤的情况不是很伤,以上次Jimmy跌伤脚的情况来比较,Jimmy比她严重得多,她可以自己爬楼梯走上2楼餐厅吃饭,也可以上下快艇以及下车参观,所以我担心一旦航空公司不给轮椅,他又来责骂我。当我拨电回去时,告知所有一路上客人特意搞事的问题时我伤心哭了起来,连导游——Sam看见我哭也吓了一下,连忙安慰我不要让这些人看见妳难过的样子,妳越难过他们就越开心,遇到什么困难一定要笑给他们看好好处理。公司叫我记下所有一切事情及时间,包括拍下照片做证据,有谁没上下车参观或谁离团都要记下,所以一回到来我就需要做一份很详细的报告告知一切事情。我没心情拍照,烦闷时只是乱拍,我的相机及手机主要拍的都是为了证据,可恶的客人离团剩下其他友善的客人跟团时,我那时是最快乐的,也开心与我的客人拍照,真的很希望每一天他们两家人都离团。

我很气,为了他们我在埃及好几天没睡了,回来后因为时差,心理时钟适应不来,一回到来就撑着疲劳开始不停写报告,写到累就倒下去继续睡,第二天又要上班还睡迟了,完全没有时间观念,甚至老同学在3日结婚我也差点给忘了。

因为这些变态及不讲理的客人,我带团的薪水被公司搁了下来,直到公司调查完毕才付我薪水。将近新年却遇到这种倒霉的事,幸好还有一班谅解及看不过眼我和导游被过份欺负,最后还愿意为我做证人接受公司的调查,另外还遇到了开罗酒店的经理为我解决困难,虽然那可恶的印度客人拒绝了,总之我已经尽力做好了我要做的事,他不接受是他的问题。

在埃及被变态客人欺凌,一肚子气真的很难受,想上网吐苦水上网的价钱很贵,酒店经理邀我到他办公司无限上网我推辞了,他帮了我那么多还送我两大盒我喜欢吃的乳酪,不想受人那么多恩惠。埃及是个好玩的国家,邮轮的行程安排得非常悠闲不会赶鸭子般匆忙,可是那个时候我真的很想回家,因为工作关系不能反抗客人的欺凌,很想回家看我的比比,让比比给我一个安慰,也很想回来大家这些变态人的行为,生气得更想把他们的照片公布于世blog衰他们,其他客人还搞笑说我是不是长得小小只,样子可爱可爱,所以才被欺负。现在我还是很愤怒的,气得我很想拨电给保险公司告知那家印度人拿到2份original报告及收条来索取两边意外保险及我公司提供免费的旅游保险来欺骗保险公司赚钱,可是我并没那样做但我心里暗爽是他们很崇拜那位从伦敦留学回来的埃及医生,最后被医生狮子开大口,随便用残旧的X光机照一照膝盖以及拿药就已经花去了300元美金,其中100元美金并没有拿到收条,这是他女儿的意思说不用收条,没想到却被狮子开大口;我带另一位食物中毒的客人到医院去打点滴及打针只不过用去马币200而已,也愿意为她提供一切资料做医药索赔的手续。

回来后,很多关心我的亲戚朋友问我的情况,我无法将一切委屈向每一位问候我的人一一道出,一回来就要开始忙着公司的事务,我直接将我做的报告post上部落格来,让大家看看这些客人有多过分,注意日期时间,我有两天多是因为这些客人导致我没有时间睡觉,第二天七早八早还要带团知道傍晚。唉,漂亮的埃及却令我有一个毕生难忘痛苦的经验。

由于关于到公司名誉,不能指名道姓在部落格里,客人姓名不是正确姓名。

Post Tour Report (PTR)
Tour : 10Day 7 Nights The Ancient Egypt
Airline used: Qatar Airways
TM’s name: Jane Chin
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.

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27.12.09-Day4
Hotel: Aswan-Nile Ruby Cruise
Grade: A
Restaurant: Lunch & Dinner – Nile Ruby Cruise Restaurant
Grade: A
Coach: Aswan – Bus No. TS Bus BZ1600 – 49 seaters
Grade: G
Driver: Mr. Nagy
Grade: A
Tour Guide: Mr. Sam (Samer)
Grade: G

2:30am: Morning Call
*Note: Mr and Mrs. Balan & Ms. Gumuta and Mdm Lee whole family didn’t join Abu Simble tour.

2:30am-3:10am: Tea & coffee in the bar

3:15am: Depart to Abu Simble + meal box

1:00pm: Lunch

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.

7:30pm: Dinner
Mdm Lee obtained a lot of soap and shampoo from housekeeping in order for them to wash their clothing. But when she further tries to take more, housekeeping refused and Mdm Lee complained their service is lousy for not giving her soap and shampoo for their clothing. Hence, I pass my soap and shampoo for her to use.

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.

***************************************************************************
28.12.09-Day5
Hotel: Sleeping Train to Cairo
Grade: P
Restaurant: BBF – Nile Ruby Cruise Restaurant Grade: A
Lunch – El dokka (Grade: G)
Dinner – nitetrain (P)
Coach: Aswan – Bus No. TS Bus GZ1342 – 49 seaters
Grade: G
Driver: Mr. Ahmad
Grade: A
Tour Guide: Mr. Sam (Samer)
Grade: G
Shopping stop: Alfayed Perfume Factory

8am: Check-out
Mdm Lee and family refused to return room key and insist of staying till 9.45am before returning the key, as they said departure time is 10:00am.

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.

9:00am - 9:45am BBF

10:10am - 11:00am Depart to high dam

11:32am - 12:00pm Unfinished obelisk
Mr Sam made a call to Cairo Pyramids Park Resort and re-arrange customer room request. He also made a special arrangement for Mr Balan and family to stay in the biggest superior room (Room 469 and 467).

1:00pm Lunch
Since her injury, it is the first time that Mrs Balan steps out of the cruise. She managed to follow us to visit the Unfinished Obelik and took the speedboat to the restaurant for our meal. Walking up to the restaurant is not a big problem for Mrs Balan, even though her pace was slow and most of the restaurants are situated on the top floor. Mr Balan and his 2 daughters often left her alone at the back slowly walk. Hence, most of the time, me and her son got to help Mrs Balan to walk.

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.

4:00pm-5:35pm The group arrived at the Albaster Factory. After the introduction and massage session, Mdm Lee and her family call out to the group and head to the next door instead to buy the aromatherapy oil as they are offering 50% off. The family told the group saying Mr Sam and our company team up together and cheat customer money by charging them high prices. Luckily, none of the customer listens to them.

*Report by Mr. Sam during the time when I left my group to accompany Ms Koo Yike Moi to the hospital
2:00pm-3:30pm Philae temple.
*Mdm Lee stayed on the bus.

5:40pm-7:00pm Head back to the Ruby Cruise to use the public toilet facilities.

7:00pm Head to the Train station.

8:30pm Me and Mr Sam bought mineral waters for the group and gave 1 each (600ml) to every cabin. Mr Sam got angry when Mdm Lee asks for more.

While I was recording a video on the condition of the train, I happened to witness Mdm Lee along with a few of her family member scolding Mr Sam (Refer to video 28122009211). This is one of the few confrontations that we are facing every day. According to Mr Sam, he told them that the train ticket is of a high price when the cabin does not justify the price. He later told me that he purposely did it just to make them angry because he is quite angry with them due to the fact that they are constantly unhappy with whatever arrangement we have done for them.

******************************************************************
29.12.09 - Day6
Hotel: Pyramids Park Resort, Cairo
Grade: G
Restaurant: BBF – Overnite Train
Grade: P
Lunch – Sahara Oasis
Grade: G
Dinner – EL Saayad Seafood
Grade: G
Coach: Cairo – TS Bus GZ-1892 – 49 seaters
Grade: G
Driver: Mr. Mohamad
Grade: G
Tour Guide: Mr. Sam (Samer)
Grade: G
Shopping stop: Papyrus Institute

7:38am Mr. Norbahli approach me and told me Mdm Lee went into his cabin again and complain our company providing them with such a lousy night train to them.

9:00am Breakfast at train

10:30am Reach Cairo

11:12am Depart to Pyramids and the Sphinx

11:50am-12:00pm Outsides view of Memphis
According to the schedule,customer only has an outside view of Memphis and are not paid for entrance. Mdm Lee and her family quickly take this chance and complain our company's itinerary cheating them. Ms Catherine follow suit and questioned us why is the main reason that they are not allowed to enter. Hence, I took out my itinerary and show it to her that they are only viewing the Memphis from outside. She hit back at me and said: “ Don’t show me your itinerary to prove I’m wrong”, because she felt it doesn’t make sense for them just to view it from outside.

12:00pm-1:00pm Visited Sakkara.
*Mr. Balan x5 stayed in bus

1:00pm-2:15pm Lunch

2:45pm-4:00pm Pyramid Giza + Camel ride
*Mdm Lee Xiao Seow Moi stayed in bus
*Mr. Balan x3 stayed in bus

4:30pm-4:45pm Sphinx

5:00pm-5:45pm Papyrus Institute
Mdm Lee’s daughter, Ms Tam Chaw Ming threatens -Ms. Tam Chaw Ming and said: “If you do not wish your company name to gone down the drain, you better arrange our room nicely. We do not wish to have corner lot or right at the back, otherwise, be prepare to receive my complaint letter”.

5:30pm Mdm Lee and her family waited impatiently on the bus and told me to get out of the bus and get the rest to board the bus. She said it is my responsibility to get them back and shouldn’t let them wait too long. I then head back to Papyrus Institute and check if the rest are still viewing the paintings. Actually, the rest of the group had already made their purchase but purposely stayed there and not board the bus. They told me they did it because Mdm Lee and her family often last to board and last to alight. So, they gang up to teach her a lesson.

7:00pm Dinner

7:40pm-9pm Ms Catherine making a fuss that the timing for their Egyptian Museum tour on the last day is insufficient. She requires more time for viewing and requests us to cancel the itinerary to Citiadel, Mohamed Ali Mosque. We rejected her request and to stop her from complaining, we shifted the visit to Khan Khalili Bazzar from the last day to today.

9:00pm Check-in hotel
Upon arrival at the hotel, both Mr Balan and Mdm Lee pester me to give them their previous request of room arrangement.
*I have arranged 1 twin, 2 double for Mdm Lee and her family. Their room numbers are: Room 165, 166 and 167. She rejected the arrangement, stating that she does not wish to sleep with her husband, nor her daughter, Ms Tam to be sharing with her friend, Ms Tham on a big bed (Claiming her daughter not a lesbian). Luckily, Ms Tey Sia Nee (2pax) agreed to swap their twin bed with them. However, after swapping Mdm Lee came back to me and requests the double room back from Ms Tey.

As for Mr. Balan, I have made special arrangement for them. Their room numbers are Room 467 and 469 (Biggest superior room). Due to the hotel is of a landscape hotel, customer would need to walk a distance before they can get access to their room. As Mr Sam unsure the distance of their room, hence, I told them to check in to their room and I would later visit them. If they are unhappy with their room, I will try to find another better location for them.
(Hotel do provides transport and wheel chair services for those that are handicapped or walking disabilities.)

10:00pm-2am After I have done my check-in, I straight went to individual room and check on the customer. The hotel got 2 levels only, and due to ground floor is on renovation, all my customers are situated on the 1st floor.

When I check on Mr Balan, he scolded me and said Mr Sam did not do a good job and allows them to stay on the 1st floor. On top of that, the location of the room to the hotel lobby is very far. Mr Balan then went on and scolds Mrs Balan till she cries.

I explained to him that due to the design of this hotel, all of our hotel rooms are on the 1st floor and are also equally far. However, there are transport services provided to them. In fact, Mrs Balan has the ability to climb the stair, as restaurants mostly situated on the upper floor and she can also get up and down the bus.

Mr Balan then went on and blames us again for giving them the triple sharing room, causing them to wake up at least 1 hour early for shower, thus lack of sleep. He also refuses to accept that the room we giving them is the biggest and the next room just require a few walking steps.

As Mr Balan is not satisfied with the room arrangement, I asked Mr Balan why not he follows me to the lobby and request from the receptionist directly. However, he refused to follow. When I arrived at the lobby around 11pm, I got to know the hotel night manager, Mr Abdel Fatah Khaled. With his help, he managed to get 2 side by side rooms on the ground floor closest to the hotel lobby. After which, he took me along with him to inspect the room.

Basically, it took Mr Abdel quite some time to find the room as all the hotel rooms are fully book. When I informed Mr Balan on my finding and ask him to standby so that we can change rooms for them. He told me that he no longer require the rooms or the wheelchair. However, Mr Abdel still helps me and pushes the wheelchair to their room. He then further informed Mrs Balan that wheelchair is made available to her anytime she wishes to use them or call for transport service, therefore, staying on the 1st floor shouldn’t be any problem for her. To my surprise, she did not scold us and keep thanking the night manager.

In order to help Mr Balan to get his room and wheelchair, I had to entertain the night manager have a drinks till 2am in the morning. During that period, I didn’t even have the chance to take my shower and I have to wake up at 5am the next day.

*******************************************************************************
30.12.09-Day7
Hotel: Pyramids Park Resort, Cairo
Grade: G
Restaurant: BBF – Pyramids Park Resort
Grade: A
Lunch – ATNII IEOS AOHNEOE
Grade: G
Dinner – 圆山饭店
Grade: P
Coach: Alexandria – TS Bus GZ-1892 – 49 seaters
Grade: G
Driver: Mr. Mohamad
Grade: G
Tour Guide: Mr. Sam (Samer)
Grade: G

*Mdm Lee Xiao Moi whole family & Mr. Palan x3 didn’t join for whole day Alexandra tour.Frankly,without them, tour went off smoothly.

5:30am : Morning call

6:00am: BBF

6:30am : Depart to Alexandria

10:15am-11:15am: KataKombs

11:20am-12:00pm: Pompey’s Pillar

12:00-12:14am: Qeit Bey outside view

1:00pm-1:50pm: Lunch

2:00pm-3:20pm : Alexandria library

3:50pm-4:15pm : Montazah Gardens

4:15pm: Back to Cairo

8:00pm: Dinner

*********************************************************************

31.12.09-Day8
Flight:
QR515 CAI-DOH Boeing B777-200LR-Seat259
QR624 DOH-KUL 332-Airbus A330-Seat200
Grade: G
Hotel: Pyramids Park Resort, Cairo
Grade: G
Restaurant: BBF – Pyramids Park Resort
Grade: A
Lunch – Hard Rock Cairo
Grade: G
Coach: Alexandria – TS Bus GZ-1892 – 49 seaters
Grade: G
Driver: Mr. Mohamad
Grade: G
Tour Guide: Mr. Sam (Samer)
Grade: G

6:30am : Morning call

7:00am : Check-out
Again Mdm Lee and her Family refuse to hand over the hotel back till 8am when we are about to leave.

8:00am : Depart

8:35am-11:00am: Egyptian Museum
*Mr&Mrs Balan stayed in Bus.

11:30am-12:40pm Lunch

1:00pm-2:00pm Citadel, Mohamed Ali Mosque
Mdm Lee and family late for boarding, hence, I went out to look for them. When I managed to locate them, I noticed that when they are about to purchase some fake papyrus, a sudden big group of hawkers rush toward them trying to get them to buy some more. Ms Tham quarreled with them and almost had a fight with one of the hawkers as they came too near to them, hence, she pushes him off.

2:40pm Reach Airport
Once we arrived at the airport, I quickly check in and made seating arrangement for the group. Mr Balan approaches me, threatened and warned me that I must provide wheelchair for his wife. So when his son brought Mrs Balan to the counter, I then make a request for wheelchair service stating that Mrs Palan is seriously injured.

Along the way, only I and his son accompany Mrs Balan. I only handle other customer check in stuff till I assist Mrs Balan through the boarding gate also when doing transit flight(Mr Balan nowhere to be seen).


Mdm Lee also constantly bug me for exit row seating (seat normally reserved for specific customer), hence, I have no choice but to bring her to the check in counter so that the staff can confirmed that the exit row is taken up. Later, she makes noise again requesting to upgrade their seats to business class. However, business class seating is also fully booked. She stops making noise only when I bring her back to the check in counter to verify.

During the sector DOH-KUL, Mdm Lee complained Air Stewardess for not giving her blanket.
For the return flight back to KUL, I allocate Mdm Lee and her family on seat number:
CAI-DOH: 35D, 35E, 35F, 34D, 34E and 34F
DOH-KUL: 22D, 22E, 22F, 22G, 25A and 25B

I understand that Mdm Lee sure to be displeased with her seating arrangement. But to ensure fairness to the rest of the customer, I assigned the front row seating to other customer as they have previously been allocated with front row seating for their departure flight.

*I have managed to obtain a few customer contact number. Should any clarification is needed, you may contact them at the following number.……

25 comments:

Anonymous said...

I can really imagine how unpleasant the trip had been. I would have given them tight slap each. They are really inconsiderate and very poor mannered. Rich but with very ill-mannered attitude.

sock peng said...

导游不容易做
怎么可以扣留你的薪水??
在劳工法令里,扣留你的薪水是合法??

Anonymous said...

Is really a tough work for you. That's why I do not join any tour trips as worry to encounter these no manner group members. If they are not happy, should not effect others and should not be a burden to the trip. Should blacklist them !

~ 仪仪妈咪 ~ said...

这世上真的什么人都有哦,无理取闹,无事生非的人还真多啊,可是你做得很好咯,不要在意别人的无理对待只要你做了你该做的就问心无愧了,加油哦~

meiNi said...

竟然有这种人,真是辛苦你了~!
那你的薪水会被扣留到几时?调查需要很多时间吗??

Firstdaycover said...

世上这種自私的人还真不少呀!
幸好有妳的善良,否則整個旅程对其他遊客來說就會更為難过呀!
这趟旅程為妳的"人格"加分了!

Jimmy Lee said...

好长的entry wor..

有些时候还真不明白为什么这世上会存在酱的人。人家花钱买享受,可以“它们”这些有钱人却花钱来愚弄人,真TMD没天理!

Vincent Cho said...

明明是个很棒的旅游景点,却闹出这么多不愉快的事。这个世界上,真的是什么人都有,最重要你要把心情调整回来,别再让他们影响你日后的生活作息了……

grace said...

wow!看完你的文章后,真的很佩服你。回来后要好好地补补身子了。

Shin said...

啊啊啊啊啊啊!看了你的故事我也頂不順了!真的很想有人可以狠狠地給這位李太(李家)一個教訓!

帶團真的不容易,考驗耐心脾氣和EQ,你已經做得很好了!

委屈你也辛苦你了!希望公司的調查結果不會對你有什么影響,all the best!

mikiko said...

花了很长时间慢慢读完你这篇文章
才发现,导游没有我想象中那么好做,哈哈
我一直以为导游陪人家玩是很开心的,但遇到刁钻顾客,你带这团还带得有够辛苦了~~事情都过去了,写出来就算了,别让坏心情困扰你的思绪,这对健康不好的哦~加油!!

凡人館長《志強 cHeeKeOng》 said...

這就是當導遊的悲哀.
我絕對了解當中的苦.

ⓁⓊⓋ☁Yun☁ じ☆ve said...

辛苦你了。。

这一趟还真的丰富了你的人生经验,见证了这些恶人得所作所为。。

人在做,天在看。。

你尽责了就好,他们就等天惩罚吧。。。

Jen Wong said...

真是大开眼界啊。。
我从来没有看过这么残旧的PRADA包。。。。。。。。还敢拿出来用。。。真的是无语。。。。。

将鱼宰 said...

对客人所说的,Alaska Cruise要20k马币,这是夸大的。据我所知,市场上最贵也只去到13k~15k之间(Depend on which airlines are using),而这是顶级的豪华游轮。然而她所说20k马币的,我相信是两个人总和的价钱。1人估计不到10k马币,这是普通级数的游轮,一般9k就能办到。普通级数的游轮小豪华游轮3分之1及缺乏很多很多的服务。你这个客人,可真得会夸啊。我以前也是对这类客人“恨之入骨”。你辛苦了。

我link你了。︿︿

Angie Lim said...

荒唐的顾客,无礼万般叼难的顾客害你几晚没睡好,心情跌入谷!
别太气最重要是公司赶紧发你这次的导费,就当遇上最倒霉的顾客吧!即然这样难搞的都被你挨过了,就别气太多了,连博友jenwong都说从来没有看过这么残旧的PRADA包还敢拿出来用。。。(哈哈,笑死我!写得真贴切)

我祝你:结婚周年+生日快乐。真的要赶快让自已高兴起来,为这些恶人搞砸了心情多么不值得!

Jane Chin said...

Anonymous,
对咯,这些人那么注重外表,全身穿上名牌可是却没有内涵。说她们有钱又不是,过来拿我的水,叫人帮她搬那一大堆的行李却不愿意给portage钱,难看到死!


sock peng,meiNi ,
每一次带团回来如果没客人投诉的话公司就会批带团薪水。这客人大声说回去后一定会狠狠投诉我和导游办事不当。公司正等着他们的投诉然后再一一拨电向别的客人查询到底是谁错,如果不是我有问题的话公司就会发薪,可是也担心公司要省钱,趁机推辞不给,唉……


Anonymous,
一种米养百种人,客人什么形形色色都有,接触之前真的很难预测这到底是怎么样的人,遇到不好的还要与他共处那么多天,真是痛苦像地狱,连有份付同样钱的另一些客人也遭殃,真的很无奈。
公司抱着客人永远是对的的态度,为了生意不会blacklist他们,只不过下次有这些客人参加団时就要叮咛领队及导游加以注意罢了。


~ 仪仪妈咪 ~ ,
其他客人说我已经尽量做了我要做的事,他们接不接受就由他们。可是觉得愤怒的是,做了他们所要的却被怀疑我特地对他们不好以及辛辛苦苦做到了竟然发脾气对我说不要了,好像在玩弄我似的,滋味真的不好受!

Firstdaycover,
因为保着公司名誉,我不与他们吵,他们要的东西我都试着尽量满足他们,忍得好辛苦啊!客人说忍则可忍,可是太过过份可以说“no”,唉,如果说:“no”的话,你说回来后我是怎样的下场呢?


Jimmy Lee ,
现在我很相信不是每个人付钱的目的地是要散心找开心的,原来还有这些是付钱找事情搞大而达到开心的。


Vincent Cho,
原本心恢复平静,可是客人又拨电来追问旅游保险索赔及护照号码的事,令我怒火再燃了。

Jane Chin said...

grace,
我真的累垮了,首先要补的就是我的睡眠liao。

Shin,
好不容易忍这一些人忍了十天回来,一回到家整个人松了起来,身体累得很。
我总会相信那李太时常横行霸道,总有一天会遇到恶人把她狠狠教训一番!


mikiko,
所以我时常说,别以为带团可以一边玩一边做,好像很轻松,私底下很多辛酸没人能了解的,尤其是遇到问题客人就更加吐血!
我倒是很羡慕那些为公司出国开会公干的人,下班后可以有自己的时间去逛逛,不像我那样24小时都要随时奉侯,随着团一起走,要用心拍好好看的照片也难了。


凡人館長《志強 cHeeKeOng》,
有苦真的只有同行更了解啊!

Jane Chin said...

ⓁⓊⓋ☁Yun☁ じ☆ve ,
第一次领教到一个人在一瞬间变脸的厉害,为什么刚刚才在客人面前与我有笑有谈,单独对着他们时那样盯着我的样子是狠毒的,这次真的让我大开眼界了!


Jen Wong,
原本闷闷不乐的心情看了你的留言也笑了起来,嘻,谢谢你那么讽刺的搞笑留言!

思忆缘 said...

这种以钱来压人的家伙,老天是有眼的。

你能够挨过这十天,真的很了不起了。这是相当考验容忍限度的,你做得很好。还有,你的身心肯定都累垮了,回来以后一定要好好调养身心哦!加油!

c@therine said...

看你的帖子才知道导游真的不易为啊!!
那些人怎么那么无理,出国不是去休闲的吗?搞那么多事对她自己有什么好吃啊?
希望你的公司会明察还你一个公道!!
加油哦!

* 咸 媽 咪 * said...

辛苦你了。。。看得我扎扎跳呢﹗

沒關係啦﹐再氣再傷心也不過看到寶貝比比hor,所以氣也消了吧﹗

Jane Chin said...

将鱼宰,
Alaska Cruise我公司也有卖,GA价钱从USD1669-USD4437(7天-14天)。
她说的机票是Business class,最便宜的机票是North west,价钱大约RM13767不包括taxes,可能她是买最少天最cheap,半夜要在新加坡机场里呆大半天的north west吧!哈哈!
她还一直说这是她朋友为她做的booking,她觉得她朋友是坐不起business class的人,她说怀疑朋友吃了她的钱up-grade坐自己坐business class……疑心真的很重!

我也加你啦!^^


思忆缘,
现在终于休息够够了!平时在柜台服务遇上这类客人都没关系,因为不用一整天受着气,可是这两家人要对着他们整整10天,真的差点受不了要跟他们吵了。


c@therine,
所以带团不是好玩的,赚只是赚到踏进你没去过的国家罢了,心情与真正付钱去旅游真的很大分别,期盼拥有属于自己的旅行,好好到外国享受一番!
希望公司能谅解,不是客人永远是对的。


* 咸 媽 咪 * ,
在机场出来看见比比冲着我来真的好开心啊!好像终于释放那多日来被人欺凌的痛苦,可能压力过去了,接下来就觉得很累很累很想大睡一番!

DeRic TeH said...

导游不容易做,所以带团不是好玩的,很多人以为很爽。。。
心酸没人知啊!。。

Jane Chin said...

DeRic TeH,
如果不是为了工作上需要,我不会要接这些令我睡眠不足又累人的工作,旅途上一旦发生什么问题,第一件事就先指向带团的领队了。
带团跟自己出钱去旅游的情况真的很大分别的,不是很好玩。