Mount Pilatus Summer Day Trip from Lucerne

Dear Andrew, Thank you very much for having joined our Pilatus – Golden Roundtrip tour and for sharing your experience with us. We are pleased to hear that you enjoyed the ride with the cogwheel train and the aerial cable car. We are sorry to hear that the cruise boat did not meet your expectations. While we can totally understand that a boat trip is much more enjoyable on a clear sunny day than on a cloudy day, we believe that it is still a nice add-on and contributes to the overall value of the tour. Unfortunately, we were unable to allocate your tour guide without your date of travel and your booking reference number. We very much regret to hear that your tour guide’s service was disappointing and would like to apologize on his behalf and in the name of Best of Switzerland Tours for having made you feel ignored or even left out. Conducting the tour in two languages is highly appreciated by many our non-English speaking guests. However, our guides are not only instructed to share all information equally in both languages but also to take care of the guests of different language groups equally. We hope that you were still able to enjoy a wonderful stay in Switzerland and look forward to welcoming you back on one of our tours on your next trip to Zürich. Best regards, Best of Switzerland Tours

Dear guest, Thank you for having taken the time to review your experience. We are happy to read that you generally enjoyed the mountain itself but at the same time we are sorry to read that your trip was negatively influenced by different factors. I am happy to elaborate a bit more on what had happened on that day after having checked with our tour guide: We had the case that the Mt. Titlis railways had to close down part of the cable car line. Therefore, our other group to Mt. Titlis could only go up to the middle station instead of the summit. We offered the Mt Titlis guests to join the tour to Mt. Pilatus instead. First, five people were expected to change to the tour to Mt. Pilatus with your group. However, one of these clients changed his opinion at short notice and got on the coach which was heading to Mt. Titlis. Your tour guide had unfortunately not been informed about this and therefore thought that one person was missing, even though everything was alright. Once arrived at the valley station of Pilatus, she informed the guests where they need to get on the cogwheel train. Whilst she was at the ticket desk of the railway company, the guests already went through the turnstile instead of waiting at the instructed area. Therefore, it was not possible to travel in our reserved waggon together as a group. Due to seasonal programm change, the boat ride has not been provided on October 23rd anymore and our clients received a meal voucher instead (as a compensation). The tram is never an official mode of transport on this tour but maybe you refer to the gondola and cable car ride which was under technical maintenance that time and replaced by the cogwheel train. Please understand that maintenance works and seasonal schedules are beyond our control but necessary and we communicate these details to all partners and trust that they adjust the information on their platforms. Finally, our coach touched a public bus on the return drive to Lucerne. The driver had then to get out of the coach and fill in some documents for the insurance, which is a regular procedure in case of such an incident. According to the guide did some of the guests who started the tour in Lucerne get off at this place, so that they did not have to wait any longer. We are sorry that you were clearly not satisfied with the tour guide’s performance on this excursion, but kindly ask for your understanding that depending on the daily situation, it can be more or less challenging for our tour guides to handle the whole tour. Based on all factors above and as there was a big crowd on the mountain, it was surely a big challenge for our tour guide to keep everyone together and to provide the same quality customer service to everyone. Our guides have the task on one hand to tell interesting facts along the journey, provide the necessary information about itinerary and meeting points, organise and handle the distribution of tickets and to keep up the quality of the tour even with big groups. However, we have forwarded your feedback to her, so that she can overthink her approach for a next time. We always strive to improve our services, and critical feedback like yours, helps us and our guides to improve our performance. We still hope that you were able to enjoy your time in Switzerland and remain with best regards.