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The message below is from my office in Cape Town and its given as an example of how we take care of travellers locally, when things go wrong.
Hi there Stephen,
Sure you are enjoying your holiday !!
We had some problems with these clients and I would like you to be aware of what I have done.
On 18 Dec their flight from Maseru to Johannesburg was cancelled due to the weather. After conversations with the clients, we tried desperately to get a road transfer for them back to JNB so that they would be in time for the departure of their Air Botswana flight at 1000 on 19 Dec.
At 2100 on 18 Dec the clients went to the Maseru Sun Hotel where the airline booked a room for them, they would depart on the 1200 flight (on 19 Dec) from Maseru to JNB and then depart to Botswana on 20 Dec.
Clients called early on 19 Dec to confirm that they have managed to get on the 0800 flight from Maseru and will hopefully make it onto the Air Bots flight, departing at 1000. We arranged for Airport assistance, so that they could stay in transit and then just board the Air Bots flight. Air Botswana also arranged for a rep. to meet the clients and assist them for a smooth check-in.
Mrs Wi then asked us to arrange for her luggage to be collected at the Airport Grand Hotel. We could not locate the luggage at all (at the Airport Grand) There was no luggage with their name tag at the hotel or anywhere for that matter and as the clients were flying from Maseru, I could not ask them if they had any luggage tickets with them.
Clients made it on time and were ready to check-in at Air Botswana, I then managed to speak to them and told them that we can not locate their luggage. It then transpired that their luggage were lost in Amsterdam and KLM promised to send the luggage directly to the Airport Grand Hotel !!
She then decided NOT to board the Air Botswana flight, understandably as they were wearing the same clothes for the last couple of days. They changed their Air Botswana flight to a 20 Dec departure (with an extra charge which they paid) and made their way to KLM to locate the lost luggage.
KLM then said that they took the luggage to the Airport Grand Hotel, only to be told that there is not a Mrs H W booked into the hotel. KLM then returned with the luggage to the airport.
The booking at the Airport Grand was cancelled for 18 Dec and re-booked for 19 Dec. What happened is that the girl at reception only saw a Mr Wi booked into the hotel and therefore told KLM that Mrs W is not staying with them. Airport Grand agreed that this was a mistake on her part, as she should have checked the reservations system or contacted us directly to confirm that Mrs W was travelling with Mr Wi (As a matter of fact, I gave them full names when I made the reservation) They wanted to charge the clients the full rate (as we were liable for a cancellation fee), but in the light of what happened decided not to charge them for the extra night stayed.
I then amended their arrangements in Botswana (after a discussion with Mrs W) to the following :
20 - 22 Dec Kwara
22 - 24 Dec Lagoon
24 - 26 Dec Mercure Rainbow
26 Dec ... and the rest
The Mercure Rainbow was so kind to re-fund us for the cancelled night ($73pp x 2) and in return we will be refunding you - please find the credit note attached.
I spoke to Mrs Wi again on 19 Dec, to confirm that all was now in order etc. She was relaxed and in a good mood and said they had the most awesome time in Lesotho and were looking forward to their safari.
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