Above and Beyond the Norm!

Today I had an extremely positive experience with VFS Global. I had come to collect my passport. Their website indicated that an appointment was not required and that collection time was between 10:00 - 15:00. Upon arrival, a desk clerk informed me that the staff were on lunch. I would need to return after an hour (at 13:30). I was not the only one unaware of this arrangement and was irritated that lunch times were not indicated on their website. I asked to speak with their manager, and shortly after that Aphiwe Nyuswa introduced herself to me and a lady next to me, who was in a similar predicament.

She listened intently to our issues and went out of her way to calm troubled waters, most professionally and compassionately. She mentioned that whilst only staff were allowed in the visa processing section during lunch hour, she would locate the required materials on our behalf. Within two minutes she had returned with the necessary and had two happy customers.

Kudos to Aphiwe, who went above and beyond the call of duty. She did much to restore my faith in VFS Global, after a less-than-optimal prior experience.