October 4, 2019
3
Interactive Customer Evaluation Comment Regarding Food Vendors: Several recent ICE comments have identified problems with food vendors closing earlier than their advertised closing time.
Response:
Thank you for voicing your concerns about customer service and hours of operation at our food vendors. There have been several recent complaints about them closing earlier than advertised, delivering poor customer service, and other issues. We apologize for any inconvenience this may have caused you. We are working with the NEX to ensure that food vendors are meeting expectations for customer service. As part of the solution, the NEX has scheduled refresher customer service training with its vendor partners. Thank you again for your feedback. For future concerns or suggestions, please contact the NEX Manager, Teresa Goley at Teresa.Goley@nexweb.org or DSN 624-4278 / COMM 095-56-4278.
Comment Regarding MWR Trips:
I have taken two MWR trips and both have been disappointing. For the most recent Vulcano trip, the fees were not cheap ($110/per person). The bus was over half an hour late picking me up and the driver did not understand his route. When we finally arrived at NAS I to pick up the last group, the guides decided to push back the time of the hydrofoil tickets by an hour and ten minutes so that they could have coffee beforehand at the port. For all of the money we pay for these trips and the time we are requested to be ready for departure, MWR should at least be organized. The first trip I went on also had issues with timeliness. This is not acceptable, and this will be the last trip I waste my time and money on.
Response:
Thank you for taking the time to provide your feedback. Please accept our apologies for the negative experiences you had
on recent MWR trips. After conducting a review, MWR determined that the contracted bus company gave inaccurate details to the driver regarding pick up times and the order of pick up locations, which is what caused the initial delay. Because of this, the guides realized that the group would not make the original ferry departure time and worked to reserve spots for the next ferry, creating a longer than anticipated waiting period. We sincerely hope to earn back your trust. MWR is committed to improving communication with its contracted transportation vendors so that these experiences do not happen in the future. Again, thank you for providing your valuable feedback so that we can improve our services. For any future comments, please feel free to reach out to the MWR Director, Courtney Silvestre, at DSN 624-0503 / COMM 095-56-0503 or courtney.silvestre@eu.navy.mil.
Comment Regarding Commissary:
For the past couple of weeks, I have been trying to use my issued WIC checks for baby formula, but I’ve been having trouble doing so since the formula my baby needs is never in stock. I spoke with employees on two separate occasions who informed me that the shipment was coming soon, only to come back when it was supposed to arrive and be told that it wasn’t in the shipment. I was then told that I should check back in two weeks and maybe the formula will be there. In total, the commissary has been out of this specific formula for almost a full month, which makes things very difficult since my baby can only take this certain type. I’d like to know what can be done to ensure that important items like baby formula as being adequately stocked. Being overseas, I have limited access to find this specific formula elsewhere.
Response:
Thank you for taking the time to voice your concerns about this issue. When "ICE" cont’d on Page 11
THE SIGNATURE
U.S. NAVAL AIR STATION SIGONELLA
Commanding Officer Capt. Kevin Pickard Executive Officer Cmdr. Patrick J. Moran Command Master Chief CMDCM Nancy Estrada EDITORIAL
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