Mrs. Winnie booked a private tour without a tour guide for her first time visit to Jerusalem on last April 29, 2019 with us. After the tour was finished, she sent us an email to complain about the 2 drivers at the Jordanian and the Israeli sides, and she thought that the amount of money she was charged was just outrageous for this private one-day tour, and she requested a full or partial refund for this trip. After her first message was received, we immediately advised the transportation company that we deal with at the Jordanian side and the driver at the Israeli side about her complains, and we requested explanations from both so we can reply to her. We at Jerusalem from Amman provided her with what she paid for, the tour was provided completely, there was no hidden prices or any extra charges. We always check on our clients while they are on their tour and we even provide them with an emergency contact number for any complain or emergency. After we heard from our suppliers about her complain, we replied to her and below is a copy of our message to her: “The transportation company advised us that they have checked what happened with the driver on the day he transferred you from your hotel in Amman to the Allenby/ King Hussein Bridge and returned you back on the same day after you finished your one-day unguided tour to Jerusalem, but he denied that he was late when he picked you up and he said he was not speeding since the road are full of cameras and he was not ready to have his license suspended. He said yes, he had a small problem in his car, but he immediately fixed it. Whatever his answer was, we notified them that since this was the first complain about this driver, we will never use him if we receive any more complain. In regards to the driver at the Israeli side, we have been dealing with him since a while and all of his feedback were excellent. He advised us that he gave you very good service and even he said that he took you to the clinic center because you were slightly injured while you were walking nearby the Gethsemane church to take papers for your Insurance company from them. Also, he took you to visit Jericho as an extra even it was not included. About speaking loudly on the phone, he said “when he was waiting for his turn to enter into the terminal border, he did not want to disturb you while he was talking on the phone through his headphones, and because of this he got out of the car to finish his call phone." We care about our clients, and we are fully responsible to provide them with good service, there satisfactions are our main goal. Mrs. Winnie, must have advised us immediately on the emergency number that she had a problem or complain about the drivers, but she never until she got back to her hotel with the same Jordanian driver who picked her up from the hotel that day. Whatsmore, I think it would be better for her to include a tour guide in her trip since most travelers who never been in Jerusalem before face difficulty to visit sites especially in the Old City of Jerusalem without guides with them.