Customer Centric Manager saves the day

Amidst confusion and operational incompetencies of bus scheduling of Intercape buses for the Johannesburg to Harare bus for 19:30 on 4th January 2020 I was ably and courteously assisted by a Manager by the name Merlin from the Cape Town office. Merlin was solution focused and customer centric in his approach and managed to resolve a matter of an stressed mother traveling with three children , one of which was sick . This was when the was confusion and buses only arrived much later than scheduled departure time and staff at the Park Station center were oblivious as to the whereabouts of the buses . Merlin handling of the matter was exemplary and he reminded me of why we continue to use Intercape despite some of this operational deficiencies and it just goes to show how good customer centric personnel can cover up for their operational colleagues and retain business despite operational shortcomings which definitely need addressing . The mother and the three children had a smooth trip because of Merlin and I would like to pass my sincere gratitude .