My replyI have received your reply, but I am not satisfied with such an explanation. As a store owner, not solving the problem and giving an insincere reply is dissatisfying.
Firstly, if it is a ten-dollar reduction to make up for the wrong water fee, then why wasn't it explained clearly when we checked out?
Instead, when we repeatedly complained, an insincere reply was given. We think that Singapore is a civilized and high-quality city.
This merchant represents Changi Airport and even Singapore, and gives us foreigners an impression. Thank you!
The restaurant's insincere reply.Thank you for your patience while we look into this matter. We are sorry to hear about your experience.
We would like to apologize on behalf of the staff for the misunderstanding and have spoken to the team to provider a clearer explanation in future.
We understand that our staff had offer to add on $10 each for the 2 kids meal to upgrade into adult portion that include 2 soup of the day which was $5.80 each so both of you can still enjoy the ice-cream that comes with the kid's meal. Regards to the bill charges from $47.48 to $35.49 as our staff had waived off 1 add-on $10
as service recovery for the wrong charges of water. We have reminded our staff to inform guest of the changes of bill charges and Kid menu which is applicable for kids under 10 years old upon ordering to prevent miscommunication.
This feedback is being highlighted to our operations team for further improvement.Service training is also in place for our service staffs to improve on their service, especially on professionalism. We will enforce our SOP to ensure service standard are met.
We would like to invite you back with 2 slices of counter cake with 2 coffee or tea on your departure day. We hope that this will not affect your impression and you will have a pleasant journey visiting Singapore.
Once again, we apologies for the inconvenient and disappointment caused and hope to welcome you back soon.
to airport（changi）Dear staff of Changi Airport,
am a tourist from China
This is a complaint letter about a certain restaurant in Changi Airport (all currency
units in tne leuer are in sineapore collars).
On July 27 this year, I arrived at Changi Airport, tull of expectations for this beautiful
civ or sinaapore, ana wentio a restaurant called "jack's place" for dinner (as shown in the picture). My companion and I ordered
Iwo chlorens meals. Ine small oorions allowed us to try several restaurants. The waiter of the restaurant (wearing glasses,
able to speak Uninese, win an Asian Tace) told us that we needed to add ten dollars for ordering children's meals. We understood this as a rule in Singapore and agreed happily.
After the meal, I went to pay the bill and found that there were three cups of cold water for 1.5 dollars and some dishes that I hadn't ordered.
I raised doubts: I There were only two of us and we didn't enjoy the cold water. 2 Why were dishes served that we hadn't ordered without our permission? If any of us had an allergic constitution and an allergic reaction occurred, would the restaurant be responsible? The feedback from the restaurant was: We needed to make up the order to 10 dollars, and these were all added for that purpose. I did not accept this. Another waiter who could speak Chinese came to explain to us. At that time, my request was to remove the three cups of cold water. After a while, the restaurant printed a new bill, and the price changed from 47 to 35. This raised a new question for me: The cold water was only 1.5 dollars. Was the ten dollars less a word game of "adding ten dollars for children's meals"? (The following are pictures of the two bills). Ten dollars is not much, but "A gentleman loves money and acquires it through proper means". How could the restaurant make profits like this? Among thousands of tourists, how many would take a second look at the detailed menu like me?
To sum up, we did not receive an apology from the restaurant throughout the process.
Secondly, when I said to the second Chinese-speaking guy, "You are also Chinese. You should understand my feelings, right?", he replied, "I'm not Chinese." I then asked, "At least you can speak Chinese, right?" He remained silent. In a foreign country with a language barrier and without feeling humanistic care, all these are heartbreaking. I always thought that Singapore was an extremely developed country, but the first meal upon arrival was so disappointing. I think this greatly affects the experience of foreign tourists in Singapore, damages Singapore's reputation, and causes great harm to tourists.
My demands for writing this complaint letter are as follows: 1 To receive a sincere apology from the relevant restaurant/department. 2
The relevant restaurant should rectity and give me feedback (for example: Is the ten-dollar addition for children's meals ten dollars per person or ten dollars regardless of the number of orders?). 3 Please ask the relevant departments of the airport to strengthen supervision and do a better job in training restaurant waiters.
Thank you very much for reading this. I believe that with the supervision of tourists and all parties, Changi Airport will become more perfect and better.
Looking forward to
your reply.
