1 reviews | Active since Sept 2010
Waiting forever
We had a booking for a Toyota Corolla from 14h00 26/03/2016 at Bidvest Car Rental at Cape Town International airport. When we got off the plane and to their office at the airport, there was a huge line that we had to stand in. After 2 hours and 45 minutes I reached a desk. When I expressed my dissatisfaction with the service I was told the power was off earlier the day and that is why there was such a backlog. The lady said our car was not ready yet and we have to wait even a bit longer. I raised my voice and made it clear I demanded a car immediately, where after they upgraded me to a Hyundai IX35 free of charge. Although this was a nice gesture, no money can buy back the time they stole from me and my family. All the time all their customers was standing in line(a lot foreign visitors), no manager or supervisor took the time to explain to us why there is such a huge line and precious hours of our time are being wasted. Pathetic!!!!
We do most sincerely apologise for the service failure experienced at our Cape Town International Branch. We unfortunately faced some serious challenges with a substation blowing up, which took us down completely with both our cleaning and refuelling facilities being without electricity and no short term alternative available to us. In hindsight we realise that the amount of people running around trying to assist as best they could, should also have been communicating with the customers in line on an on-going basis. We have previously warned that delays are inevitable during peak periods in Cape Town but can assure you that this was extreme and beyond our control.
We firmly believe the matter to be an isolated one and although peak season or periods particularly in Cape Town, will cause delays, the situation is normally managed efficiently.
We trust you will afford us a future opportunity to prove that we are capable of managing your car rental business at the highest possible standard even when we are experiencing high volumes.
Kind regards,
Renette v d Merwe
National Customer Care Manager
***
We do most sincerely apologise for the service failure experienced at our Cape Town International Branch. We unfortunately faced some serious challenges with a substation blowing up, which took us down completely with both our cleaning and refuelling facilities being without electricity and no short term alternative available to us. In hindsight we realise that the amount of people running around trying to assist as best they could, should also have been communicating with the customers in line on an on-going basis. We have previously warned that delays are inevitable during peak periods in Cape Town but can assure you that this was extreme and beyond our control.
We firmly believe the matter to be an isolated one and although peak season or periods particularly in Cape Town, will cause delays, the situation is normally managed efficiently.
We trust you will afford us a future opportunity to prove that we are capable of managing your car rental business at the highest possible standard even when we are experiencing high volumes.
Kind regards,
Renette v d Merwe
National Customer Care Manager
***