Improve your guest service internal communication!!

<p>Dear Sir/Madam</p> <p> </p> <p>By now I am highly frustrated with the type of service I have received whilst trying to call Mango.</p> <p> </p> <p>The reason for my call was to inform Mango that yesterday attempts of making a booking while the system was offline were approved without any notification. Three (3) bookings were processed although the system popped a message mentioning that the booking (all 3) was not successful.</p> <p> </p> <p>My frustration lies with the call centre/ guest services (taking many forms i.e. Mango Reception/ Mango Refunds). When calling Mango Refunds, the automated message gives two (2) options. 1: new refunds & 2: existing refunds. In the event #1 is pressed it takes you to the reception which needs to then revert you to the refunds department, which was called in the first place! The cherry on top is the call being dropped in the middle of the transfer! This occurred three times!!</p> <p> </p> <p>Although learning from a mistake and dialing #2 got me through to Mango Refunds and being assisted (by empathetic Scelo), I had to subsequently try again to verify when I shall be receiving the proof of cancellation (of bookings that were made unfairly and ********ly).</p> <p> </p> <p>Please note that it is unfair for the customer to be drawn into the mayhem of internal disarray. In other words, to ask a client to call Mango Refunds, after calling that very guest service department, wait 10-15 minutes each time after the internal calls were transferred and dropped because an internal email cannot be sent for a proof of cancellation document. Why can your various guest service departments communicate with one another?</p> <p><br />Yours in Frustration,<br />Shernel Meyer<br /><br /></p>