Dear Sven

We wanted to get in touch with you regarding our recent cruise on the RV Mekong Pandaw.

The trip that we took was an unforgettable experience, largely due to the professionalism of the staff onboard, and the service that they provided.

Our compliments to Pandaw, and especially to the staff that was onboard. They did a great job, and you should be very, very proud of them. Please let them know that they were a very large part of making this a memorable vacation.

We are both business owners in the service industry, and we are always on the lookout for companies from which we can learn more to improve our own approaches to customer service. Pandaw’s approach to how to treat guests is one that many companies can take notes from, and we wish that more people could have the experience that we had.

We thoroughly enjoyed this vacation; in fact, it exceeded our expectations, and as seasoned travelers, that is not easy to do. You can expect to hear from us again, as we fully intend to book another cruise with Pandaw.

Best regards,
Bill and Michelle Hammons

Now that we have returned home I just thought I would send you an update. After an interesting vist in Varanasi and the frustrations of the early part of the cruise the Boat Manager and his crew did a tremendous job of getting things back on schedule. Though from what I hear this resulted in the need for what sounds like expensive repairs to the boat's propulsion system.

The extra excursions that the Boat Manager added went down very well.

The arrival of the new executive chef on the fifth day greatly improved the quality of the food. His willingness to engage with the passengers and listen to and act on their requests resulted in happier meal times.

The crew as always was great, very friendly and helpful. Sunil and Aman, the two boys who run the dining room are amazing personalities, are in tune with the passengers and do their jobs well. It's a shame that they don't get the opportuinity to see the places the passengers visit on their excursions as that would provide them with further topics for conversation.

Ram, the Housekeeping Supervisor, is perhaps the outstanding crew member. Always immaculate in his appearance he did so much more than his job title suggests. Yes, he made beds and cleaned cabins but also served drinks in the dining room, accompanied us and looked after us on excursions. Very importantly on this trip he was very concerned for the welfare of those passengers who came down with sickness, providing food and drink suggestions to ease their discomfort. He even turned his hand to entertainment with his Mehendi and Saree and Dhoti demonstrations.

Yes, there is room for improvement and I am sure Brett will brief you on the discussions he had with us all. The problems with the river, its lack of water and shifting sands, together with the issue of the pontoons are perhaps more difficult to solve.

Overall though it was agreat experience. We have new friends and a lot of memories.

Regards
Steve

My wife and I did the last trip on the Laos Pandaw from Jinghong to Chang Kohng. I would like to commend the ability of the captain of this boat who navigated through waters that a kayaker would have thought difficult. Your crew, as usual were of a high standard (this is my third trip with Pandaw), always smiling and happy to look after our needs. I would also like to mention Ms Nguyen who on all occasions has been ready to answer all my questions and assist me in the three cruises I have done. Our escort on the post Pandaw trip through the hill tribes in Thailand was Jeeranun Phanna who did an excellent job and we learned a lot from her. She made the trip run very smoothly. I am now considering doing your new Borneo trip as I know it will be the same high standard as the other three.

Thanks again to all your staff and all the best for your new initiatives.

Richard and Dena Clark
Australia