Dear Siu Ling Ma,
First of all, thank you for your patience and valuable feedback.
Our Operations Manager has been duly informed, and the particular staff has been given a stern warning.
We will ensure that such issues do not happen again in the future.
We sincerely apologize for any inconvenience this may have caused. Your feedback is invaluable to us as we strive to improve our services.
Thank you once again for bringing this to our attention.
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