Service undelivered

I am writing to formally express my disappointment and frustration regarding the repeated failure to provide the airport transfer service that forms part of my Absa package.

On 9 July, I requested the Absa consultant to arrange an Uber to collect me from the airport. On the day of my arrival, I waited for the arranged transport, but no one arrived. I contacted the consultant, and the lady I spoke to assured me that she would email me the Uber details after our call. I waited until 17:00, by which time your offices had closed, and I had no choice but to arrange and pay for my own transport. This caused me significant inconvenience.

I initially assumed that this was an isolated mistake. However, on 25 and 29 August, I requested the same airport transfer service again, as it is included in my package. On both occasions, the consultant assured me that the transport would be arranged and that I would be collected. Unfortunately, no one showed up on either occasion, leaving me once again to arrange my own transport after waiting for hours.

I find this extremely frustrating and unacceptable. What is particularly disappointing is that this was not a case where the service was unavailable or where I was simply unable to access it. I was promised the service, assured that it had been arranged, and yet it was not provided. I fail to understand how a service can repeatedly be confirmed by your consultants but not actually be executed.

This has significantly undermined my confidence in Absa and has left me questioning the value of the package I am paying for. I should not have to repeatedly make alternative arrangements for a service that is supposed to be included in my package, nor should I have to spend hours waiting for transport that has supposedly been arranged.

I would appreciate a formal explanation for why this has happened repeatedly, as well as clarification on what Absa intends to do to resolve this matter and ensure that it does not happen again.

I must be honest that this experience has been extremely disappointing. At this stage, I would not recommend Absa to others, particularly when services included in a package are repeatedly promised but not delivered.