Airport Parking - ZAR 390 for 20 minutes parking

From: Kris Reddy <***> Sent: Sunday, 13 October 2019 10:30 AM To: Johan Bouwer Cc: Lee Coates-Moggee <***>; Pumeza ****o <Pumeza.*******> Subject: RE: R390 parking bill for 20 minutes of parking, which is the rule

Good day,

Thank you for your mail, having regard for your note below I wish to inform you that Lee Coates is our car park manager and has both the responsibility and authority, she has app**** herself to your situation and has made a decision. I am in no position to disempower her from exercising her mandate.

Whilst the situation is not in your favour we appeal for your understanding.

In the event you still feel dissatisfied you may exercise your options further.

Very best regards,

From: Johan Sent: Saturday, 12 October 2019 09:56 To: Lee Coates-Moggee <***> Cc: Pumeza ****o <Pumeza.*******>; Kris Reddy <***> Subject: RE: R390 parking bill for 20 minutes of parking, which is the rule

Lee

Seems that you have no authority as well

Let Kris decide, and failing that I will take it further

Note No Regards

Johan

From: Johan Sent: Saturday, 12 October 2019 9:54 AM To: 'Lee Coates-Moggee' <***> Cc: 'Pumeza ****o' <Pumeza.*******>; 'Kris Reddy' <***> Subject: RE: R390 parking bill for 20 minutes of parking, which is the rule

Unacceptable

From: Lee Coates-Moggee <***> Sent: Saturday, 12 October 2019 9:46 AM To: Johan Cc: Pumeza ****o <Pumeza.*******>; Kris Reddy <***> Subject: RE: R390 parking bill for 20 minutes of parking, which is the rule

Good morning Mr Bouwer,

Thank you for your email, the contents there of are duly noted.

On the onset, let me take this opportunity to apologise for the manner in which you were dealt with by the staff member Maria Dlamini. I will certainly discuss this with her. Maria is not in a position of authority, and therefore is not authorised to reduce the parking fee at all.

The area you parked in is the Long Stay Parking, hence the fee of R 390.00, the area is well marked, with tariff boards displaying the rates. I do believe that we have ensured that the area has sufficient information pertaining to the rates and the duration that make up the fee of the Long Stay Parking area.

I therefore will not be authorising a refund of any monies, the Tariff was charged correctly based on the area you parked in.

Regards

From: Kris Reddy <***> Sent: Friday, 11 October 2019 8:51 AM To: Johan Cc: ***; ***; Customer Care <***>; Bongiwe Pityi-Vokwana <***>; Pumeza ****o <Pumeza.*******>; Lee Coates-Moggee <***> Subject: RE: R390 parking bill for 20 minutes of parking, which is the rule

Good Morning,

Thank you for your mail, it is received with appreciation. Your feedback will help strengthen our customer service excellence and for this I thank you.

Lee Coates our manager for Car Park Operations will be addressing your matter. I have copied her on my mail.

Very best regards

From: Johan Sent: Thursday, 10 October 2019 21:59 To: Customer Care <***>; Bongiwe Pityi-Vokwana <***>; Kris Reddy <***>; Pumeza ****o <Pumeza.*******> Cc: ***; *** Subject: R390 parking bill for 20 minutes of parking, which is the rule

Pumeza

I left the airport at 20 .20 having had the worst experience in customer care possible.

I entered at 19:03 and paid at 20:03 paying R 390 for the hour. I attach the receipt for reference

Having presented my parking voucher for the first time at 19:25, I got the shock to find that the bill was R390.

The help on the speaker was to go to the parking office on level 2.

Getting there I had the absolute horror experience to encounter Maria Dlamini. She recited the rule that if you park in long term parking R 390 is due. She kept on indicating that she can not authorise a discount and reiterated that a mistake was made, but the area is clearly marked and thus the R 390 is due and no refund.

On the question of who has that authority, an email address can be supp**** and a land line.

She indicated that management is in some meeting and she cannot disturb them. On insistence to see them she aid can wait, but she cannot say how long. She is really not helpful and started to antagonise me.

My sense, she is presentable, but has no authority and worse than that no attitude to sort the problem. She is deservedly in a low level role, but I suggest that the be pulled from a customer facing role. When I showed her that I only had R 50 on me and the issue is that I parked in the parking expecting a R 20 bill for the quick in out. She said it is my problem. This enraged me. She really is a liability to ACSA.

On the further intercom requests for assistance asked for help, I got another unhelpful reciting of the rules. She said “we are not *****ing your money”, which just increased my anger at these unhelpful staff.

I realised that I was being mocked and belittled by the ACSA staff wanting me to cause an Incident, and by this time my wife joined me and calmed me down. I called my company main shareholder requesting authority to use the company credit card for personal expenses, to get out of the airport.

A photo of her writing the details requested down is attached. Note her body language and standing not wanting to engage. She indicated that she is Maria Dlamini, that her Supervisor is Sonto Mbeze, and that Phumeza ****o could listen to me.

Having put all the fact on the table, I expect to be refunded for the difference that is due and that was paid by my employer.

Regards

Johan