I've just received a letter from Customer Services advising me of a change in itinerary for this tour, due to the Banff Gondola being closed for maintenance work. However, I'm confused as to the additional content of the letter, which states the following for day 3:

'We travel to the former railroad town of Jasper and its breathtakingly beautiful National Park. En route we take in the Lake Louise Gondola for unrivalled panoramic views. Spend the evening enjoying your hotel's facilities, or perhaps head into Jasper with your travelling companions.

The original itinerary shows that we travel to Jasper on day 4 - NOT day 3 as you state in your letter! Are you saying that, because the Gondola ride has been cancelled, we are missing an entire day in Banff? 

If so, we miss the planned activity in Banff on day 3, as well as free time for further exploration! In short, this is NOT what I would call a 'slight change in itinerary'! And if this is indeed the case, where exactly are we spending the lost night from Banff? Are we spending an additional night in Jasper or in Lake Louise...or are we spending a night in Calgary at the end of the tour? Or have JY just chopped an entire day off the holiday??

Or, as I suspect, is the information supplied in your letter incorrect, and the itinerary shown as day 3 in your communication actually the programme for DAY 4? 

I would appreciate clarification on this point and a FULL explanation of the modified itinerary.

Thanks

Mike

I think there was a typo in the letter as the trip to Lake Louise Gondola will be happening on Day 4 of the itinerary.

Kindest Regards,

Amy

Thank you for your reply. If it is indeed the case that we will be travelling from Banff to Jasper (via the Lake Louise Gondola) on day 4, I would request that a new letter from JY Customer Services, acknowledging the error in the original communication of 20th September, be issued immediately.

In future, a little more attention to detail would be appreciated before letters of this kind are sent out. I note that it has been signed by the Customer Services Manager - does she not read letters before she signs them? As things stand, I've recieved far too many letters of this nature over the many years that I've been a customer of JY, and I DO NOT appreciate previous arrangements being altered (whether it's out of JY's control or not). So the least you can do is ensure that the information you provide is correct!

All of this follows directly on from the 'New Tours' fiasco, and therefore I'm seriously considering ending my long association with JY - indeed, if you don't come up with something truly spectacular in the long-awaited 'Inspirations' pamphlet, I will be booking my holidays with your competitors in the future. And there are plenty of them out there just waiting for my (and others) custom. So wake up JY and understand that you need to up your game...or else!

Mike

I've brought this thread back to the top of the 'Ask your Editor' queue because I have still not seen any confirmation on this forum that we will be receiving a new letter, correcting the information regarding an itinerary change that was supplied in JY's correspondence dated 20th September.

As the final balance is due in just over 2 weeks, I would like a new letter, acknowledging the original error, so that there is no misunderstanding or ambiguity about the itinerary when we are on tour. Neither do I want to wait until the final documentation arrives through my letter box in December, to have this sorted out.

So, can you please confirm that Customer Services have issued (or will issue) a new letter, stating that we will travel to Jasper on DAY 4 of the itinerary - not on day 3 as stated in JY's original letter. I feel very disappointed that I've had to raise this subject once again, having received no response to my original request. Can you please treat this with some urgency.

Many thanks

Mike

I have forwarded this request with high urgency onto our Customer Services team who should reply to me shortly.

I will let you know what they say.

Kindest Regards,

Amy

I’m sorry, but your reply - ‘I will let you know what they say’ - is totally unacceptable! Am I to assume that Customer Services MIGHT consider rectifying their mistake? Please consider that not all JY customers are members of the forum, and that being the case, they will only have the aforementioned, incorrect letter to refer to.

I’m simply asking that JY correct THEIR mistake, and that it’s done before the final balance is due for payment on 18th October. It’s not much to ask for, is it?....or is it, in this ‘new dawn’ of JY customer relations?

An exasperated Mike

My apologies again.

Another letter will be shortly sent out to you with the correct itinerary information.

Kindest Regards,

Amy

Thank you very much. Can I ask that all other travellers on the January departure receive a copy of the new letter as well please? And if this itinerary change applies to the February group, I would suggest that they would appreciate a copy as well.

Thank you again.

Mike

I am pleased to let you know that all customers on the January tour have had a corrected letter. The February date will not be affected.

Kind Regards

Amy