On the 2 Aug 2013:
Communication Media Used:
Telephone
My request:
To change the departure date to one day earlier...
1st Agent:
- Phoned - 011 611 8000 the first agent wanted to take my credit card details to make the change. This concerned me so I inquired for another option.
- Agents response: I need to go to one of the stations. She then cut me off when I tried to the station details.
2nd Agent:
- I phoned and asked for someone more senior to assist me..
- They put me through to someone in the back-office.
- I explained my concerned regarding giving my credit card information over the phone.
- They explained this is the only process they have and she promised to phone me back as soon as she gets someone from the Contact Center to phone me again.
They never phoned me.
3rd Agent:
- They just cut me off once I asked the second time to repeat the last sentence..
4th Agent: Michelle
- They requested I submit the ticket to [Email Removed] before they can make the changes.
- Same agent is still waiting for the email to be allocated to her so that she can assist me.
- She has been great in helping me, I can't say the same about the other people working there.
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