Thank you for your review. We appreciate you bringing these details to our attention, and we are very glad the most important aspect—your safe arrival—was achieved.
We sincerely apologize for the discomfort you experienced during the pickup. We have reviewed the situation with the driver, Ahmed Youssef, regarding the evening of your return. He explained that due to extremely heavy traffic and rain at Passenger Pickup #3, he initially waited at #2 to avoid delaying you further. However, we recognize that this caused confusion, and we are sorry for that inconvenience.
We also want to apologize for the miscommunication regarding the heater and the unfortunate incident with the suitcase. While the driver mentioned that the heavy rain made it difficult to hear the initial request, he should have confirmed the instruction immediately. Furthermore, we hold our drivers to a high standard of care with luggage; we are sorry that a bag fell, and we are relieved that your friend was not hurt.
We are using this feedback to remind our team that clear communication and extreme care with luggage are non-negotiable, regardless of traffic or weather conditions. We hope you will consider giving us another chance to provide the seamless experience you deserve.
Best regards,
Manager, Mr Jack
City Sky Limousine
