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Letter: Aramark makes amends with customer


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Publisher’s note: This follows up on the letter from earlier today about a Livermore family’s unpleasant experience with the Tahoe Queen, which is owned by Aramark.

To the community,

I received a very nice phone call from John Kenny, general manager from Aramark, and this follow up email. [See below]

He told us that he knows of the people involved with the situation and it was being addressed and taken care of. He apologized for their behavior and was very sorry about our unfortunate experience. I’m assuming he checked into everything we said, and found it to be true.

We really appreciate that he took the time to check into the situation and personally called us.

Anita Pasch

Dear Anita,

Thank you for taking my call today. I again want to apologize for your experience with us. As we talked about on the phone, please let me know when you will be back in Lake Tahoe and we will set you up with a nights lodging at Zephyr Cove Resort and also Champagne Dinner & Dance Cruise tickets aboard the MS Dixie II.

Again, please accept my apology.

Sincerely,

John Kenny, Aramark general manager

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Comments

Comments (6)
  1. Steven says - Posted: July 21, 2014

    Good for you Kae to have published the first letter. I’m sure it was hugely responsible for Aramark’s response. It seems that the only way people and companies take responsibility for bad experiences, poor products and poor employees is when they are shamed publicly.

  2. reloman says - Posted: July 21, 2014

    In general I have always found John to be a very reasonable man and customer orientated. I am sure he had always planned to do the right thing with all of his customers but he would always first do a good investigation.

  3. jenny says - Posted: July 22, 2014

    Thank you for sharing this. I’m really glad to hear that Aramark is making things right.
    Maybe they should tell customers at the time of booking that if there is no way to reach them here in Tahoe (cell, hotel), then there is no way to let them know of changes in the schedule, averting situations such as this in future.
    We love the Tahoe Queen and MS Dixie.

  4. Irish Wahini says - Posted: July 22, 2014

    Nice that they are going to give them accommodations at Zephyr Cove and the Dixie Dinner Cruise — I like the Dixie better than the Queen. The sit-down dinner is very good, and the dance music is great. Good show John!

  5. Old Long Skiis says - Posted: July 22, 2014

    John Kenny, Thank you for doing the right thing by giving the Pasch family a full comp, the free nights lodging was a nice touch as well. Good Job! Now THAT’S customer service!
    Welcome back to Tahoe, Ron and Anita! Enjoy your time here and please come again and again, and Happy anniversary! Old Long Skiis

  6. mrs.t says - Posted: July 22, 2014

    Glad to see Aramark has done the right thing and I hope the Pasches give SLT a second chance.

    I agree with Steven that the publicity on LTN helped.