点评:First of all, I have absolutely no doubt this attraction is very good, backed up by the reviews, and is the only reason I have offered 2 stars rather than 1.
Unfortunately, I actually did not get to visit this attraction after securing a pass for 6 people at a silent charity auction in aid of Parkinsons. So this review is not related to my experience of the attraction, but rather my ill experience in attempting to book a visit.
The voucher I 'won' (Bid £75 for) had an expiry date of 22nd February, some 9 months after the successful bid, and rather unfortunately (to say the least), as a family, we had a rather troubling 12 months as my mother-in-law was diagnosed with a terminal illness, culminating in a very testing time for our family, especially with two young children of our own who are 3 and 4.
Upon realising that the voucher was expiring imminently, and that I couldn’t make it within the remaining time frame, I contacted Cotswold Airport to see if there was anything they could do. Initially, and very kindly, they agreed to extend the date for a further month, giving me time to arrange a visit; for this, I was most appreciative, especially as my boys were quite excited at the prospect of visiting (They love aeroplanes).
So, after finally managing to settle on a suitable date for us as a family, I contacted the company on 18th March to book our visit, indeed on the new expiry date of Friday 22nd March, a day when my boys are not in nursery, myself and my partner were able to get time off work, and we had no other plans in place – perfect, we thought!
I emailed the kind lady who had extended the voucher for us and was met with a response stating my voucher is only valid for regular tour dates and that tours take place most Wednesdays and Saturdays, with a few more open days during school holidays. They added that tours were not running on the 22nd, so they would be unable to accommodate this. I was advised that the next (and apparently the last in my case) open day before the voucher expired was Wednesday 20th, midday until 3pm. I was then advised if I would like to attend on that day, to bring the voucher along with me.
This message was received at 12:27pm on Tuesday 19th, precisely 23hrs and 33 mins prior to what apparently was my final opportunity to attend! Both of my boys attend nursery, myself and my partner are in full time employment so you might imagine, this was a stretch too far, not to mention I was unaware of the fact that tours were infrequent rather than daily. Rather regrettably, this was not advised as the voucher was kindly extended. In hindsight, my only clue was the voucher stating, Redeemable on any published tour open day ..... There was no inkling as to when these were, or how to find out, other than to contact them to book your tour, which I duly did.
I was now in a position where the voucher was unusable, therefore, I attempted to escalate my feelings and experience further to upper management and after being passed to a stand-in Aerodome Manager, with the full email exchanges contained I might add, I was frankly amazed that at least the gist of my experience wasn’t quite apparent, and the brief interaction ended with them writing “I look forward to hearing from you”. I responded with my expectation that given the quite clear email conversation that was contained, I wanted their take on the matter to essentially understand if they thought this was acceptable, under the circumstances, as it appeared a somewhat callous approach in my admittedly biased view.
5 days later, I frustratingly chased a reply having heard nothing at this point - very poor from a manager dealing with the general public and one who should pride themselves on high level customer service. As I write this review on the 10th April, I still have no response to my plight which I’m sure they have regarded as closed by now. Even after advising I had sought the Director’s contact information from Companies House, failed to stir a reply which I find absolutely astounding.
Although I can sleep easy in knowing the money I paid to secure the voucher went to an entirely worthy cause, I felt compelled to share my very disappointing experience.
If things go off piste as they sometimes do, expect to be met with some low level, uncompassionate customer service, where at management level at least, ignorance appears to be bliss.
I'll be keen to see if this review warrants a response, or like both emails to management, will be treated with equal contempt. A simple reply to my email would have sidestepped me choosing to leave this review.
翻译:首先,我完全相信这个景点非常好,评论也支持这一点,这也是我给出 2 星而不是 1 星的唯一原因。
不幸的是,我在一场为帕金森患者举办的无声慈善拍卖会上获得了 6 人通行证,但实际上并没有参观这个景点。所以这篇评论与我参观这个景点的经历无关,而是与我尝试预订参观的糟糕经历有关。
我“赢得”的代金券(出价 75 英镑)的有效期为 2 月 22 日,即中标后约 9 个月,不幸的是(至少可以这么说),作为一个家庭,我们度过了相当麻烦的 12 个月,因为我的岳母被诊断出患有绝症,这对我们家来说是一个非常考验的时期,尤其是我们自己有两个 3 岁和 4 岁的孩子。
意识到代金券即将到期,而我无法在剩余时间内到达,我联系了科茨沃尔德机场,看看他们能做些什么。起初,他们非常友好地同意将日期延长一个月,让我有时间安排参观;对此,我非常感激,尤其是因为我的儿子们对参观的前景感到非常兴奋(他们喜欢飞机)。
因此,在最终确定了适合我们全家参观的日期后,我于 3 月 18 日联系了该公司,预订了参观日期,事实上,新的截止日期是 3 月 22 日星期五,那天我的儿子们不在幼儿园,我和我的伴侣可以请假,而且我们没有其他计划——我们觉得这太好了!
我给为我们延期了优惠券的那位好心的女士发了电子邮件,她回复说我的优惠券只在常规参观日期有效,而且参观时间大多为周三和周六,学校假期期间还有几天开放日。他们补充说,22 日没有参观活动,所以他们无法安排。他们告诉我,优惠券到期前的下一个(显然也是我最后一次)开放日是 20 日星期三,中午至下午 3 点。然后他们建议我如果想在那天参加,请随身携带优惠券。
这条消息是在 19 日星期二下午 12:27 收到的,正好是在我最后一次参加的机会之前 23 小时 33 分钟!我的两个儿子都在上幼儿园,我和我的伴侣都有全职工作,所以你可以想象,这有点牵强,更不用说我不知道游览是偶尔一次,而不是每天都有。遗憾的是,这并没有被建议,因为优惠券是好心地发放的。事后看来,我唯一的线索是优惠券上写着,可以在任何公布的游览开放日兑换...... 除了联系他们预订你的旅游之外,我完全不知道这些是什么时候,也不知道如何找到,我照做了。
我现在处于无法使用代金券的境地,因此,我试图将我的感受和经历进一步上报给高层管理人员,在被转交给代理的 Aerodome 经理后,我可能会补充一下,其中包含完整的电子邮件交流,坦率地说,我很惊讶,至少我的经历的要点并不十分明显,简短的互动以他们写道“我期待收到您的来信”结束。我回复了我的期望,鉴于其中包含的相当清晰的电子邮件对话,我希望他们对此事的看法能够从根本上了解他们是否认为在这种情况下这是可以接受的,因为在我看来,这似乎是一种有点冷酷无情的做法。
5 天后,我沮丧地追着回复,但此时没有收到任何回复 - 对于一位与公众打交道的经理来说,这太糟糕了,他应该以高水平的客户服务为荣。当我在 4 月 10 日撰写这篇评论时,我仍然没有对我的困境做出回应,我相信他们现在已经认为这件事已经结束了。即使在我告知公司注册处我已经向董事寻求了联系信息之后,也没有得到任何回复,这让我感到非常震惊。
虽然我可以高枕无忧,因为我知道我为获得代金券而支付的钱用于了一个完全值得的事业,但我还是觉得有必要分享我非常失望的经历。
如果事情像有时那样出了问题,那么就会遇到一些低级、无情的客户服务,至少在管理层,无知似乎是福气。
我很想知道这篇评论是否值得回复,或者像发给管理层的两封电子邮件一样,会受到同样的蔑视。对我的电子邮件的简单回复将避免我选择留下这篇评论。