1 reviews | Active since Dec 2011
Poor service Nombuso
Tried to get a quote online and was initially quite surprised when an agent Nombuso Msane replied quickly. However, it all went downhill thereafter as I tried to modify the travel itinerary for purpose. She promised to alter the itenary but never came back or replied further. Poor, and u acceptable service Nombuso.
Dear Sid. A,
Thank you for taking the time to share your feedback with us, and please accept our sincere apologies for this experience.
We're glad to hear that Nombuso's initial response was prompt, but we are very sorry that the service fell short thereafter, with the promised itinerary changes not being followed through on. This is not the standard of service we aim to deliver, and we understand your frustration at being left without further communication.
Please be assured that a customer experience expert will be in touch with you directly to discuss this matter further and assist in resolving it.
Thank you for your patience, and once again, we apologise for the inconvenience caused. ~C.M
Dear Sid. A,
Thank you for taking the time to share your feedback with us, and please accept our sincere apologies for this experience.
We're glad to hear that Nombuso's initial response was prompt, but we are very sorry that the service fell short thereafter, with the promised itinerary changes not being followed through on. This is not the standard of service we aim to deliver, and we understand your frustration at being left without further communication.
Please be assured that a customer experience expert will be in touch with you directly to discuss this matter further and assist in resolving it.
Thank you for your patience, and once again, we apologise for the inconvenience caused. ~C.M
Dear Sid,
Thank you for your continued patience, and please accept our sincere apologies for the frustration experienced during this enquiry.
Having looked into this matter further with Nombuso, including the email correspondence between yourself and her, we can see that she made several attempts to reach you telephonically, both on Saturday and again on Monday morning, before following up via email to confirm a suitable time to call. We understand there may have been some confusion around the contact number used, which was the number on file, and we're sorry for any frustration this miscommunication may have caused.
We can also confirm that this matter was escalated directly to the store as soon as it was raised with us, and that her Team Leader was engaged to follow up with you directly regarding your itinerary requirements.
We do want to clarify that, as per our standard in-store service levels, our agents have a 72-hour turnaround time to respond to customer requests, particularly when managing multiple enquiries alongside in-store walk-in clients. We understand this may not have felt like the prompt experience you were hoping for, especially given your initial positive impression of the service.
We're sorry for any inconvenience caused, and we trust that the follow-up from the Team Leader has since assisted in addressing your itinerary requirements.
We hope you find the above in order.
Kind regards, ~ C.M
Dear Sid,
Thank you for your continued patience, and please accept our sincere apologies for the frustration experienced during this enquiry.
Having looked into this matter further with Nombuso, including the email correspondence between yourself and her, we can see that she made several attempts to reach you telephonically, both on Saturday and again on Monday morning, before following up via email to confirm a suitable time to call. We understand there may have been some confusion around the contact number used, which was the number on file, and we're sorry for any frustration this miscommunication may have caused.
We can also confirm that this matter was escalated directly to the store as soon as it was raised with us, and that her Team Leader was engaged to follow up with you directly regarding your itinerary requirements.
We do want to clarify that, as per our standard in-store service levels, our agents have a 72-hour turnaround time to respond to customer requests, particularly when managing multiple enquiries alongside in-store walk-in clients. We understand this may not have felt like the prompt experience you were hoping for, especially given your initial positive impression of the service.
We're sorry for any inconvenience caused, and we trust that the follow-up from the Team Leader has since assisted in addressing your itinerary requirements.
We hope you find the above in order.
Kind regards, ~ C.M