We would like to sincerely apologize for the experience you had during your excursion. We understand your frustration and we deeply regret the inconveniences you faced due to the lack of notification about the icy conditions on the fjord and the absence of connections in Flam during the winter season.
We want to assure you that we take full responsibility for this situation. The fjordcruise company failed to notify us about the ice on the fjord, and there would be no connection between Flam and Voss in the winter season. We understand the impact this had on your overall experience, and we are truly sorry for the lack of alternative arrangements.
We have taken immediate action to rectify this situation. Firstly, we have refunded all the tickets that were not utilized, including our own profit from the tour. This refund covers the costs of the trains and any other components of the excursion that were affected. We want to assure you that we have addressed this matter internally to prevent similar occurrences in the future.
We understand that the partial refund does not fully compensate for the disappointment and frustration you experienced, however, we have done everything to help you in this situation,
Sincerely,
Elena
Easy Travel Team