Dear Susan,
First and foremost, I would like to extend our deepest apologies for the distress and inconvenience you faced during your recent tour with us. Most importantly, it's crucial for everyone to understand that cruise ships do not leave people behind on the cable car; they always check and wait if there are delays and issues - especially with the largest vessels like the one you were on - the Breakaway. Please know that what you experienced has never happened before in the history of our tours and is something we pledge will never occur again. The significant delay and resulting frustrations were a direct outcome of an unforeseen blackout in Santorini, an event completely beyond our control.
We fully recognize that for cruise ship passengers, timely returns are paramount, and on this occasion, we deeply regret falling short of our promise and your expectations.
The situation you encountered was a direct result of an unforeseen blackout in Santorini, something entirely out of our control. This unexpected blackout caused significant delays for the cable cars throughout the entire day. While we always strive to ensure our guests' comfort and timelines, there was truly nothing we could have done about this particular situation. We understand how frustrating this must have been, and we're profoundly sorry for the impact it had on your day.
Despite this, we are already in the process of conducting a thorough investigation into the matter, both internally and with our local partners in Santorini. Our goal is to develop even more robust contingency plans, so even in the face of unpredictable situations, our guests' comfort and timelines remain unaffected.
Your trust is invaluable to us, and your feedback is playing a pivotal role in prompting immediate improvements. We truly hope that you can consider giving us another chance in the future, as we are dedicated to ensuring that such an experience remains an isolated incident.
Please feel free to reach out to me personally if you would like to discuss this further or have any other concerns. Our commitment is, and always will be, to provide the best possible experience for our guests.
Warm regards,
Magda
Vexperio