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Queenstown Explore New Zealand, Australia & Fiji!tune
Bookme Review
RealNZ - Milford Sound Coach & Cruise from Queenstown
Posted by
sriharshac1 from New Zealand on12 Jul 2026
sriharshac1 said...
Dear RealNZ Customer Service,
I am writing to formally raise a complaint regarding an upsetting experience my wife and I had before our Milford Sound coach and cruise tour.
When we arrived at 88 Beach Street to board the coach, we were unfamiliar with the boarding process. As first-time customers, we did not realise that we needed to check in at the office before approaching the coach. There was no obvious indication to us, and we were simply trying to find the correct bus.
While looking for our coach, my wife, Deepthi, accidentally pressed the door button on a coach, believing it might be our departure coach. At that moment, a driver named Brian, who was not even our assigned driver, came out from inside the coach and shouted at my wife, saying words to the effect of, “Don’t touch my coach.”
We completely understand that passengers should not board a coach without permission. However, the way the situation was handled was unnecessary and unprofessional. A calm and polite explanation would have been more appropriate, especially since it was an honest mistake made by visitors who were unfamiliar with the check-in procedure.
Unfortunately, this incident had a significant emotional impact on my wife. She was extremely upset, cried after the interaction, and it affected her enjoyment of what should have been a memorable Milford Sound experience for the rest of the day.
We believe customer-facing staff, particularly drivers, should treat guests with patience, understanding, and respect. If the driver had been standing outside the coach or had politely directed us to the check-in office, the misunderstanding could have been avoided
However, we would appreciate it if this incident could be investigated and if appropriate feedback could be provided to the driver so that future customers are treated with kindness and professionalism.
Thank you for taking the time to consider our feedback. We hope it helps improve the experience for future visitors.
Kind regards,
Sri Harsha Cherukuri
+64272760620
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