Dear Robertson and forum members

Firstly, let me apologise for not getting back to you sooner on this issue. It does take time to investigate incidents like this but I accept we should have got back to you within the agreed timescale.

I completely agree that the behaviour you were exposed to was inexcusable. We want our visitors to feel welcome and well looked after and want to ensure that their visit includes the best possible service from VisitScotland. As you know Scotland and Dumfries and Galloway is renowned for the friendliness of its people and we are particularly proud that our visitors constantly refer to this fact.

We have spoken to the staff member in question who apologises unreservedly for his behaviour. Although I cannot comment on individual staff issues, please be assured that we take incidents of this nature very seriously.

VisitScotland also apologises and we hope that you will not allow this regrettable incident to cloud your obvious interest and support of Scotland.

I do hope that you and your guests will accept our apology and that we can continue to work together to promote Scotland as a friendly and welcoming destination.


Delia Holland
Area Director Dumfries and Galloway