“The Napa Valley Wine Train was 100 percent wrong in its handling of this issue,” said wine train chief executive officer Anthony “Tony” Giaccio. “We accept full responsibility for our failures and for the chain of events that led to this regrettable treatment of our guests.”
The women made headlines after they were kicked off of the wine train for laughing too loudly.
The apology continues:
Continue reading the apology here.
The apology continues:
Clearly, we knew in advance when we booked your party that you would be loud, fun-loving and boisterous—because you told us during the booking process that you wanted a place where your Club could enjoy each other’s company. Somehow that vital information never made it to the appropriate channels and we failed to seat your group where you could enjoy yourself properly and alert our train’s staff that they should expect a particularly vibrant group.
We were insensitive when we asked you to depart our train by marching you down the aisle past all the other passengers. While that was the safest route for disembarking, it showed a lack of sensitivity on our part that I did not fully conceive of until you explained the humiliation of the experience and how it impacted you and your fellow Book Club members.
We also erred by placing an inaccurate post on our Facebook site that was not reflective of what actually occurred. In the haste to respond to criticism and news inquires, we made a bad situation worse by rushing to answer questions on social media. We quickly removed the inaccurate post, but the harm was done by our erroneous post.
In summary, we were acutely insensitive to you and the members of the Book Club. Please accept my apologies for our many mistakes and failures. We pride ourselves on our hospitality and our desire to please our guests on the Napa Valley Wine Train. In this instance, we failed in every measure of the meaning of good service, respect and hospitality.
Continue reading the apology here.
