Untitled Document

A lesson in communication

To the right you see an image which VING uses in their marketing.

Safety, family, happiness, sun, swim and wonderful. When something hoes wrong a completely different side of VING shows up which has noting with glossy image or happiness to do.

Below I have two letters which VING sent out at different times to different people by different person.

One of the letters were sent to those who survived the accident and continued to Canazei. The other is a personal letter to me and my husband Rolf from VING's acting CEO. I'm sorry if the translation reads a little strange, but I had to keep it literal, for reasons which I hope will be clear when you read.....

Letter from Olle Tönnervik, CEO VING to Customers who choose to continue to Canazei	Letter from Hans Isacsson, acting CEO VING to Ann-Cathrine and Rolf Olsson


We would once again like to express our regret for this weekends tragic accident which happened on the way to the Alps.	It is with the highest feeling of upsetness that I was informed about the tragic accident Saturday the 9th or March and I have difficulties to find words to express what I and my colleagues at VING feel.
We feel great participation with those who have been hurt and we understand it has been a shattering experience for all involved.	I am very sorry that you both had to stay so long in Germany after the accident. I feel great participation with you both since Anne-Cathrine was so badly hurt.
You choose to continue the journey to Canazei and we hope you have enjoyed yourself and that you are satisfied with our arrangements.
Surely you have questions and worries around this accident and would like to speak with us now when you have arrived home. You are welcome to call us. We have a support group which you can reach on phone 08 / XX XX XX weekdays between 09.00 - 17.00	Surely you have questions and worries around this accident and would like to speak with us now when you have arrived home. You are welcome to call 08 / XX XX XX, and speak to XX or XX
The Bus was insured by Skandia Insurance Their insurance take care of all bodily damages. More information has been sent to you from Skandia in Gothenburg, tel 031-XX XX XX.	The Bus was insured by Skandia Insurance who take care of all bodily damages. Information has been sent to you directly where you point of contact is XX, tel 040-XX XX XX
When related to damaged or missing luggage should you who have VING vacation-insurance contact Trygg Hansa Insurance, 08/XX XX XX, or your own insurance company.	Damaged or missing luggage in covered by your travel-insurance with TryggHanss Insurance where XX is your point of contact, tel. 08/XX XX XX
Since you have not been able to use the whole tour we will return half the cost for the trip. Payment will be made within the nearest days.	VING will return the cost for the trip, minus the insurance premium, to you.
We would also like to, on top of this, give you the chance of a new vacation with us. We send you here a voucher for SEK 4.000 Krona.	We also send you a sum of SEK 4.000 Krona each, corresponding to the amount which we as a voucher has sent to all other.
I would like to close with the hope that we will once again see you among our guests on a new VING tour in a not too distant future. Best Regards Olle Tönnervik CEO VING	I hope from the bottom of my heart that Anne-Cathrine will get all the help and support she needs during her rehabilitation.. Best Regards, Hans Isacsson acting CEO VING