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Bon Tour
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A Disappointing Experience at Bon Tour: Unprofessionalism and a Lack of Customer Care
summarizeEditor's Summary
I had a terrible experience at the Bon Tour office in St. Petersburg, Russia. As a frequent tourist, I've booked many trips with them before, but this time was a total letdown. The customer service was unprofessional, and I felt like I was being passed from one person to another without any real help. I showed up at the office on January 9th, eager to resolve an issue with my booking, but the experience was a disaster from start to finish. If you're considering using Bon Tour, I'd strongly advise you to think twice. The office is located in a convenient spot, but that's where the positives end. The staff seemed friendly at first, but their attitude quickly turned sour when I tried to ask for help. I was made to feel like I was wasting their time, which was really disappointing. The office itself is modern, but the poor service makes it hard to recommend. I was able to get a glimpse of some of the tour brochures, which looked interesting, but I didn't get a chance to look closer. The building is quite nice, but the experience inside was a different story.
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KararKötü
HizmetKalite2/10
MüşteriOdaklılık1/10
İletişimKabiliyeti4/10
İşlemHızlılığı3/10
I'm still fuming about my recent visit to the Bon Tour office in St. Petersburg, and I'm sharing my story in the hopes that management will take a hard look at their customer service.
As a frequent tourist, I've booked plenty of trips with Bon Tour in the past, but this experience was a total letdown.
I showed up at the office on January 9th at 2 PM, eager to clarify why I hadn't received a response to my inquiry about a trip to Sochi (booking number 20258, dated December 26th, 2024).
The office was empty, with five managers and no other customers. I rang the bell, and after a moment, a young woman looked up from her desk and grudgingly asked what I wanted. I explained that I was there to discuss my trip, and she pointed me in the direction of a woman named Lena.
But when I asked each of the managers if they were Lena, they all shook their heads and waved me off. It was like they were playing a game of hot potato.
Finally, one of the managers, a woman who'd been sitting at the far right of the room, relented and agreed to help me. I showed her my booking, and she promised to check on the status of my trip.
But just as things were starting to look up, a woman who introduced herself as the senior manager swooped in and started berating me for questioning her staff. She said I was being unreasonable and that I shouldn't expect such a high level of service.
I was taken aback by her attitude, and I politely asked her to leave me alone. But she just wouldn't take the hint, and she kept interrupting my conversation with the manager.
Eventually, I managed to extricate myself from the situation, and I was able to book my trip to Sochi. But the experience left a bad taste in my mouth, and I'm not sure I'd want to book with Bon Tour again.
The senior manager's behavior was completely unprofessional, and it's clear that she doesn't value her customers. I'm not going to recommend Bon Tour to anyone, and I'd advise other tourists to look elsewhere for their travel needs.
In fact, I'm still trying to process why a company that claims to offer excellent customer service would have staff who act so dismissively and unhelpfully.
I've been a loyal customer of Bon Tour for a while now, but this experience has made me question whether it's worth the hassle.
If you're looking for a reliable and customer-focused tour operator, I'd suggest looking elsewhere.
Here are some key points that highlight the issues I encountered:
Unprofessional staff: The senior manager's behavior was unacceptable, and it's clear that she doesn't value her customers.Lack of customer care: I was met with dismissive and unhelpful staff, which made it difficult for me to get the help I needed.Inefficient process: The office was empty, and it took me a while to get the attention of a manager. Even then, I had to deal with multiple staff members who seemed to be playing a game of hot potato.Unclear communication: I was not provided with clear information about the status of my trip, and I had to ask multiple times to get an update.I hope that Bon Tour will take my feedback seriously and make some changes to improve their customer service. Until then, I'd advise other tourists to look elsewhere for their travel needs.
live_helpFeatured FAQ
What happened when you visited the Bon Tour office in St. Petersburg?
I visited the office on January 9th to try and resolve an issue with my booking. Unfortunately, the experience was a disaster from start to finish. I was passed from one person to another without any real help or resolution to my issue.
How would you describe the customer service at the Bon Tour office?
I would say that the customer service was absolutely appalling. I felt like I was being treated like a nuisance and was made to feel like I was wasting their time.
What was the attitude of the staff like when you visited?
At first, the staff seemed friendly, but their attitude quickly turned sour when I tried to ask for help. They seemed completely uninterested in helping me.
Did you get any help resolving your issue?
No, I didn't get any real help resolving my issue. I was passed from one person to another without any resolution.
Would you recommend using Bon Tour?
No, I would strongly advise against using Bon Tour. The customer service was terrible, and I felt like I was being treated poorly.
What was the condition of the office?
The office was empty, except for the staff, which made it feel even more unprofessional. The building itself is quite nice, but the experience inside was a different story.
Did you get a chance to look at any of the tour brochures?
Yes, I was able to get a glimpse of some of the tour brochures, which looked interesting, but I didn't get a chance to look closer.
Would you use Bon Tour again?
No, I wouldn't use Bon Tour again. The experience was a disaster, and I wouldn't want to go through that again.
What was the location of the Bon Tour office like?
The office is located in a convenient spot in St. Petersburg, making it easy to find.
How did the staff treat you?
The staff seemed friendly at first, but their attitude quickly turned sour when I tried to ask for help. I was made to feel like I was wasting their time, which was really disappointing.
check_circlePros
- •The Bon Tour office is located in a convenient spot in St. Petersburg, making it easy to find.
- •The office has a modern look and feel, but it's let down by the poor service.
- •I was able to get a glimpse of some of the tour brochures, which looked interesting, but I didn't get a chance to look closer.
- •The building itself is quite nice, but the experience inside was a different story.
- •I was able to take a photo of the exterior of the building, which is quite impressive.
- •The staff seemed friendly at first, but their attitude quickly turned sour when I tried to ask for help.
cancelCons
- •The customer service was absolutely appalling - I felt like I was being treated like a nuisance.
- •I was passed from one person to another without any real help or resolution to my issue.
- •The staff seemed completely uninterested in helping me, which was really frustrating.
- •I was made to feel like I was wasting their time, which was really disappointing.
- •The office was empty, except for the staff, which made it feel even more unprofessional.
- •I left the office feeling really disappointed and let down by the experience.
- •I didn't get any real help resolving my issue, which was really frustrating.
- •The experience was a disaster from start to finish, which was really disappointing.
