my girlfriend and I booked for a day tour of Heidelberg Castle by a tour company in Frankfurt,i.e. ETS Greenline Tours. It was supposed to be from 9 am till 3 pm but we departed half an hour late and returned about 20 minutes earlier.
Before departure I booked a return home by a car service of this company but on our return and despite the cold weather, the manager at first denied of such booking and then was awfully rude to us. He didn't even try to call a cab for us. This guy, also was shockingly rude to an Australian woman who had booked another tour for the day but on arrival was told that it had been cancelled. She complained why she hadn't been informed before leaving her hotel. Instead of apologizing, the manager tore up some paper and in front of everyone else told the lady that she was " pissing him off " and then ordered one of his drivers to take the lady back to her hotel.
For the expensive tour we actually spent 2 hours in Heidelberg, including 45 minutes on our own to stroll around the town centre. The tour leader was also very rude to 3 Asian girls who were 5 minutes late at the meeting point on return.
I think the manager who runs this company and the his staff that I saw, know nothing of customer satisfaction, know nothing of customer management, know nothing of providing acceptable services to the customers and know nothing of minimum behaviour. A terribly bad image for Germany.
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