We would like to respond to Gert Coetzee’s letter, published in The NewTimes of yesterday where he raised concerns about our services.
While we always welcome any feedback that can help us improve, we have ascertained that Coetzee made his first booking with us on February 4, 2011 and details of his reservations were sent to him via the email address he gave us within 24hours.
What is of concern to us however is that on February 9, 2011, he wrote an email again and a second booking was made for him which was followed by a phone call from our reservations staff in Johannesburg.
He confirmed to the staff that he was satisfied and had received the booking details.
We are fully aware that the reservations function on our website has been disabled for upgrade but certainly this is no excuse on our part for not responding to emails and telephone calls.
When he posted this information on Facebook for our CEO, we immediately established that he had been attended to as described above.
While there had been failure on getting a phone answered from RwandAir, at least we can ascertain that we did the booking on time and responded.
We have since requested Coetzee for alternative contacts which we are still waiting for since it appears he does not receive our correspondence.
While we regret that this occurrence has caused him anxiety in anticipation of his travel to Rwanda, we would like to assure Coetzee and anyone wishing to fly with us that we are working tirelessly towards fulfilling our corporate objectives among them “To serve customers warmly and efficiently, continuously benchmarking with the best-run competitors and globally”.
We have no reason to dissuade visitors from Rwanda, hence our efforts towards upgrading our website for automated bookings and the installation of our call center which are both underway.
We would like to encourage Coetzee to give us another opportunity to prove to him our commitment to serving his travel needs.
Customer Relations Department