Dear Ramses Tours Valued Customers
I am George Whitby, the Quality Control Manager at Ramses tours. During the past month, our team encountered an unprecedented situation where we had to process an exceptionally high volume of over 1000 refund requests within a single week. This surge in refund requests was primarily due to numerous cruise cancellations in Egypt, stemming from the unfortunate events related to the conflict in Palestine and Israel.
To shed light on the delay, it is essential to mention that Stripe, our American payment gateway partner, experienced an overwhelming influx of refund requests from our end.
Consequently, the sheer magnitude of these requests led to processing delays.
Please understand that the timeline for refund processing lies outside our sphere of control. Our responsibility begins with initiating the refund procedure through our payment gateway, a task that we have executed with utmost diligence.
We fully empathize with your frustration and acknowledge your legitimate concerns regarding the delay in receiving your full refund. I want to assure you that we are wholeheartedly committed to resolving this matter promptly and to your complete satisfaction.
If there are individuals within your cruise group who have also not received their refunds, we kindly request that you encourage them to reach out to us without delay.
I want to assure you, without a shadow of a doubt, that I will personally oversee the follow-up process for every individual who has not yet received their refund until we can confirm that each and every one of you has been rightfully refunded.
Once again, we apologize for any inconvenience this delay may have caused you. We are actively working to expedite the refund process and appreciate your patience in this matter.
Sincerely,
George Whitby Quality Control Manager
Sent from my iPhone
I RECEIVED MY REFUND TODAYI
Will do.
Done.
Thank you, I will do that.