I am not a regular traveller by plane but used the Slow Lounge twice at the beginning of May 2013, gaining access with my FNB Platinum debit card. Turns out the rules have changed so technically and legally they can charge me, however I expected some logic from FNB and just received bureaucracy. I have the right card, I have the right balance but I don't swipe enough. The result, 2 charges of R250 for my 2 visits of probably 20/30 minutes each, coffee and a muffin. Yes, 500 bucks. I was hoping to find someone with a brain and quickly found a few suggestions they could be using to engage customers & build relationships:
1. the lounge receptionist could tell me - NO, she works for BA
2. your cell notification system could tell me - NO, we don't use it in 3rd party facilities
3. what about a sign in the lounge reception - NO, we communicated all the changes with you by e-mail
I acknowledge their e-mails and I admitted I don't read them like many of you Hello Peter readers probably don't either. I restated at least these 3 opportunities they have to warn me, but the bureaucracy repeated the RULES. Steve may be a great marketing ploy for FNB but I found bureaucracy he hasn't yet!
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