We are grateful for the comments. Comments such as these about our services are the best way for us to learn and move forward:

1. The incidence happened when we were understaffed during the busy season. We regretted that. As a result : we have increased our staff level with better capacities now.

2. We have now created a customer happiness team that focuses solely on making sure that our customers are happy - the team is tasked with dispute resolutions and also find ways to keep the satisfaction level high.

3. Regarding flights and hotel auto-booking, we can only do auto-confirmation 95% of the time - and we cannot guarantee auto-confirmation during busy reasons at certain location (Inle, for example). Regarding flights, we will get you same day booking (+ or - 4 hours of the same day). It is unfortunate until sometimes May or June of 2013 where we will complete our systems and have more active participation from vendors. However, we are pleased to let our audience know that we can do this more than 95% of the time. In fact, we have been booking for the past 2 weeks with no amendments whatsoever as our system is getting better. We are working on it - every single day to improve.

4. This may disappoint some customers, but we want to be transparent and forthright about what we can and what we cannot at the moment. One thing we guarantee, we are constantly learning and taking your feedback extremely seriously.

Oway Team