Thank you for taking the time to provide feedback on your recent tour with us to Oxford & Warner Bros. Studio Tour London. We're thrilled to hear that you found our day trip enjoyable, the Studio tour was amazing and that the Oxford tour was an awesome experience with an informative guide. However, we are sorry to hear of the unfortunate incident regarding your phone being snatched by a stranger in London as you made your way to our pick up point prior to the day trip you booked with us.
Please allow me to address your concerns regarding the meetup point for our tours in London. We understand the importance of ensuring our customers' safety and well-being during our day trips. While we carefully select meetup points that are within central London and deemed safe, it's important to note that we cannot control the actions of every single individual in a busy, capital city like London. We handle pickups for more than 500 people daily and have done so since 2002, and this is the first incident of this nature that has been brought to our attention near to our pick up points.
Having thoroughly reviewed the incident you described, please be assured that this is an extremely rare occurrence. Nevertheless, we take such matters seriously and continuously assess and improve our procedures to ensure the safety and security of our guests.
We are thankful to hear that a helpful local assisted in retrieving your phone swiftly. Nonetheless, we deeply regret that this incident occurred and impacted your experience with us. We are sorry that the service we provided to you has now been affected by the actions of another
individual in the city of London. We genuinely appreciate your feedback as it helps us to re-evaluate and make necessary adjustments for the future.