Dear Natxo Thank you very much for joining our tour and reviewing your experience on TripAdvisor. We recognize your negative rating and apologize that we haven’t been able to cover your expectations. Good news for us is, that you did like the service of your guide as this is where we have a direct influence and we spend quite an effort on selecting and training our staff to always friendly, helpful and professional guides. We understand your concerns about the place itself. You say the views were beautiful. Yes, it is a gorgeous place and many, many visitors like to see it. As in other regions of the world, it is a tourist hot spot, a place which everyone likes to see once in their lifetime. Therefore, especially in summer high season it is crowded. You also are right if you point out that it’s expensive but, in this point, I also like to highlight that costs of having such an infrastructure on the remote place on 3’500 m.a.s.l. are huge. Everything you encounter up there must be transported by train as there is nothing up there than snow, ice and rocks. All the staff working there, need a 1.5 hour ride up and down every day to get to their work as there is no possibility to overnight on top. I totally agree with you, that there is no need to sell watches, jewellery, chocolates etc. up there… but it seems for many tourists that they do like this and buy even on such a remote place souvenirs (otherwise they would not have these stores up there). Unfortunately, all this is out of our hands and we are just the tour company providing the service of transportation and guides to this beautiful spot. So as mentioned, we are happy to read you did enjoy the service where we have a direct influence on and hope to have you one day back on one of our tours! With best regards

Dear Sarah We are very sorry to hear you feel that you haven’t been treated right and claim our staff of being rude. We do take feedback very seriously as we see it as a great chance to constantly improve our services. Our aim is always to provide high quality service and one of our core values are the very professional, experienced and passionate guides. Usually we get great feedback on them and their friendly and helpful attitude. Unfortunately, we don’t know due to your very short feedback what exactly happened and can not follow up with the guide as we don’t have information on when you travelled and with whom. You mention that you haven’t had someone available to report this incident, but we like to point out that our office is open from 7am to 10pm, 365 days a year and of course would had been able to attend your call or message via e-mail or any of our social media channels. I’m quite sure we would have found a solution to make the rest of your trip enjoyable. We hope you still have good memories on your visit of Jungfraujoch and the stunning scenery. With best regards