I am Arlene Kua, we (my daughter and I) joined the American Asia to L.A and Las Vegas last 6/4 to 6/9 2013. He was our tour guide for Las Vegas and Grand Canyon trip. we are expecting a pleasant and happy trip since it is a graduation gift to my daughter. Paul ho who is a professional tour guide, I expect him to always take care of the best interest of his group. \r
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Here are just some of my dissatisfaction.\r
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1. since most of the group tour were chinese who speaks fluent mandarin, he talked in chinese everytime without considering us ( we are overseas chinese who were not born in mainland china. Mandarin is not our main language in our country) , he knew we were not fluent in Mandarin that well. \r
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2. The company promises to pay for our meal at Mcdonald's which at the end was not reimbursed. \r
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3. One incident that really angered us so much was the Grand Canyon trip. There were 3 buses of American Asia tour at that day going to the same route, unfortunately one bus broke down. and that bus weren't able to go to Grand Canyon when their bus broke down. Our bus and the other bus(which is not broken) are actuially on our way already back to Las Vegas after seeing the Grand Canyon when we heard the news that the other bus broke down. At first the tour guide told us that we have to squeeze in a little bit so that the people in the broken bus could hitch with us going home, this means they won't be able to see the Grand Canyon anymore. So we all complied to that without any complains. But then minutes after this announcement, the tour guide got a call from his boss saying that the people in the bus that broke down should still go to see the grand canyon. so what's going to happen to us now? What they did was to alight us in Mcdonald's and made our bus people go down and use our bus to send the people from the broken bus to Grand Canyon. What really angered me is that they did not give enough instruction and they did not tell us the whole story . They just told us we have to alight and another bus will come and fetch us to on go our journey home. But the worst thing came when the other bus arrived. We were like robots following instruction without having anything to say. \r
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Imagine this, we were asked to stand on the bus for 1 hour and 45 minutes, why? because they squeezed in two bus into one bus. It was a very rude decision because the company did not consider out feelings. We were the ""sacrificial lamb"" for other people's sake. Imagine having to stand 1 hour and 45 minutes in a bus full of people because the other bus broke down and it's not even our bus! why should we suffer. I am not his saying that they let the other group suffer but I believe that the company has to do something and not let any of their visitors stand in the bus for that long without telling them beforehand!\r
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We have the right to not go down our bus if they told us earlier that we have to stand in the bus for 1 hour and 45 minutes. We were not emotionally prepared for that. We did not pay for that. \r
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AMERICAN ASIA did not put customer satisfaction first. They actually violated the passenger standing rule inside the bus while it's in motion. \r
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The most frustrating part is that they did not hear us out! I was telling our tour guide that I want to talk to the boss(Michael WOO) but he dd not do anything all he told us when we alight in their office, then we make all our complains. but guess what, The time our trip ended and we were drop off at their office. the boss was not there. NO ONE COULD ANSWER OUR COMPLAINTS AND QUESTIONS. our tour guide didn't even go with us to solve our issue. It's like we were not their clients. After getting your money, they won't hear you out. \r
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I am a chinese but I'm so disgusted with how you guys do business and how you treat their clients. \r
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