Exceptional Service received from Susan Zambwe

We booked a trip to Cape Town in March, for a July holiday. We were informed in April that our hotel was changed due to the hotel we were staying in was liquidated and they moved us into another hotel. From April we struggled to get the new hotel confirmation in writing, even after visiting the Flight Centre we originally booked at, and evening visiting other Flight Centre branches seeking assistance. We mailed the person we booked with and cc’d her colleagues, many times with no avail. We finally got the customer care email address which we emailed, detailing the terrible service we were receiving. Finally Susan Zambwe from customer care contacted me personally this past Monday and promised that she will have all that we requested fulfilled by COB Wednesday, as she needed to escalate higher. To my surprise this past Wednesday she sent a very apologetic email with all the information we required for our trip. She has restored my faith that good service does still exist out there.