NM
Nicole M
1 reviews | Active since Dec 2020
08 Oct 2025, 11:41
Poor Service by Qondile Vilakazi at Thompson Travel (Rosebank Office)
Our recent trip to Thailand was wonderful, with an amazing local host, but unfortunately, the service from Qondile Vilakazi at Thompsons For Travel, Rosebank, was far below expectations. Communication was consistently poor—emails ignored or responded to only after 48 hours. When she did reply, her tone was rude, dismissive, and unprofessional. She was unhelpful throughout the planning process, leaving us feeling like an inconvenience. Even when escalating the issue to her manager, Wendy, there was no response or resolution. This poor service is unacceptable for a company in the leisure industry. Will be sharing this experience on other platforms as well.
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Thompsons Holidays's replyOfficial
08 Oct 2025, 12:14Dear Nicole
Thank you for your email. I’m pleased to hear that you enjoyed your time in Thailand.
I was, however, very sorry to learn of your dissatisfaction with the service you received from Qondile, particularly regarding the departure transfer. I am aware there was an issue relating to the coordination of transfers due to the differing flight times.
I was copied in the correspondence and noted that Qondile acknowledged the oversight and took prompt steps to rectify the situation. As she remained in contact with you and was responding to all queries, I did not intervene further, as it appeared to be under control.
With regard to the booking process, I was not aware that there had been any frustration from your side. In fact, in an email dated 28 July, Silindile shared the following feedback:
“Thank you for your support and assistance during this process, you have been amazing.”
“Thank you for your support and assistance during this process, you have been amazing.”
That said, we truly regret any inconvenience caused by the departure transfer issue. Please be assured that we take such feedback seriously and will use it to improve our service going forward.
Kind regards
Wendy
Thompsons Holidays's reply08 Oct 2025, 12:14
Official
Dear Nicole
Thank you for your email. I’m pleased to hear that you enjoyed your time in Thailand.
I was, however, very sorry to learn of your dissatisfaction with the service you received from Qondile, particularly regarding the departure transfer. I am aware there was an issue relating to the coordination of transfers due to the differing flight times.
I was copied in the correspondence and noted that Qondile acknowledged the oversight and took prompt steps to rectify the situation. As she remained in contact with you and was responding to all queries, I did not intervene further, as it appeared to be under control.
With regard to the booking process, I was not aware that there had been any frustration from your side. In fact, in an email dated 28 July, Silindile shared the following feedback:
“Thank you for your support and assistance during this process, you have been amazing.”
“Thank you for your support and assistance during this process, you have been amazing.”
That said, we truly regret any inconvenience caused by the departure transfer issue. Please be assured that we take such feedback seriously and will use it to improve our service going forward.
Kind regards
Wendy