I REFER to the letter headlined, 'Much room for improvement' by Ms Cheung Fu-fun (South China Morning Post, December 8). At the time your reader approached the box office at the Sai Wan Ho Civic Centre, it was mid-afternoon on November 26, the computer system at the centre was temporarily out of service and the box office staff and the duty assistant manager were busily engaged in arranging logistics for manual ticket sales for the event currently being held at the centre. A written notice stating, 'Tickets for commencing programmes only', had also been placed in front of the booking counter. Since Ms Cheung wished to buy tickets for an oncoming performance she was given the URBTIX hotline number in anticipation that she would use the line to find a separate ticketing outlet for her purchase. The duty assistant manager subsequently explained that the computer service had broken down. In future emergencies, more detailed notices will be displayed at counters. Meanwhile, staff of the centre have been reminded to respond to the public in a positive and courteous manner. I apologise for this unfortunate misunderstanding and look forward to Ms Cheung's continued patronage.