Over-promise and under-deliver

2009-06-01 08:25

When I sit down once a month to write something about the travel industry, I start off determined to be positive and to highlight the wonderful ways in which travellers are looked after in this country.

But, it doesn't take long for gloom to set in with the realisation that, with only a few exceptions, the travel industry over-promises and under-delivers.

There are some exceptions. Such as the general standard and personal service one gets from B&Bs in South Africa. I've never had a bad experience. They're great value too.

I'm not sure who does the customer service training at the Garden Court Hotels but whoever it is needs a huge pat on the back because I have generally found that my expectations are exceeded in terms of service and willingness by staff to make exceptions and go the extra mile. B&Bs are still the best deal around, but for people who insist on wanting to stay in hotels, Garden Court certainly delivers the goods. 

British Airways has consistently proved to me that if you choose your airline correctly and stick with it, a loyalty programme works not only in being able to actually use air miles but also being given preferential treatment for being loyal. I find it very hard to fault the BA/Comair team, either up in the air or on the ground.

Unlike SAA, where Voyager is not so much of a loyalty programme as plain and simple entrapment. I often wonder just how many customers keep flying SAA just because they're completely held to ransom by Voyager miles they battle to use up?

A trip to Mauritius a few years ago was an eye-opener in terms of the hotel there exceeding my expectation in terms of free extras. But equally, a trip to the Serengeti in Tanzania and Masai Mara in Kenya, while incredibly exciting from a wildlife point of view, was a let down in terms of the cost of accommodation and service in general.
Our own Sanparks, knocks spots off those guys.

Last week I stayed at the five-star Michelangelo Hotel in Sandton and after two days it dawned on me that while the staff all smiled and kowtowed at every opportunity,  in fact, the Michelangelo appeared to be providing the absolute minimum service requirement. They could really learn a lot from the nearby Garden Court in Morningside which delivers twice the service at half the price.

Apart from a TV set that was faulty and a shower that either scalded or froze with nothing in between, there was problem at checkout which ended up in both me and my hosts ending up paying the bill. Worst of all, was that in spite of being paid twice, the checkout staff kept arguing and making it my problem without any attempt to sort out.

It seems to me that far too much customer service training in this country concentrates only on how to behave in an ideal world and very little is done about teaching staff what to do and how to behave when the wheels come off. No-one seems to have the foggiest idea how to handle problems. 

But get this -  when I was trying to make my way through an extremely mediocre and very limited breakfast, the Michelangelo restaurant receptionist walked up to a couple seated at the table next to me and asked them how they were and how they were enjoying their stay. All very nice, except when the couple courteously asked how she was, they were treated to a ten minute account of how she had flu, a blinding headache and runny nose. Quite unbelievable.

When I left the restaurant she was still at it and going into quite personal detail about medications and asking the couple what they did to cure flu in their country. Enough to have put me clean off my bacon and eggs except that there weren't any. 

Then, there are travel agents and tour operators who continue to offer packages at, for example, "ONLY R2 999" in huge letters then underneath in tiny print they explain that this excludes airport taxes and various other charges of another R1 999. Of course they all complain that it's difficult to work out exact taxes but that's no excuse. It's not rocket science to come up with a pretty accurate total cost.

Some travel agents do it and good for them, I think SURE is one of them. And if they can do it why can't they all, instead of trying to con us. We are not stupid.

And how about car hire companies. Hands up anyone who has ever booked a hire car and found that the total cost they quoted upfront is actually the total cost you end up with?  In my experience it always ends up as 25% more if you are lucky.

Then of course, if you don't read the fine print you and end up having an accident you can very easily end up having your credit card automatically docked R9 000 for their tiniest of their cars if though it is insured.

And all these people, think they are doing travellers a huge favour and that they are providing first class service, when in fact, all that is happening is that they are insulting our intelligence and falling short on delivering what all their hype promises.

One cannot help but laugh sometimes. I mean those ads from Thompsons Tours - they're asking you to spend say, R20 000 on a tour somewhere and then try and tell you that they're really making it all worthwhile by giving you a "Free Thompsons Travel bag".  
Maybe someone can enlighten me. Just what is so special about a Thompsons Travel Bag? Is it made by Gucci?

I have to say, that much as I really try to find positive stuff every time I look at the travel supplements in the weekend newspapers, I come to the conclusion that our travel industry, with very few exceptions, over-hypes, over-promises and seriously under-delivers.

There always seems to be a catch.

But hopefully, one day they'll all be like our B&Bs, Garden Courts and BA - offering just that little bit more than you expected.

Send your comments to Chris

Disclaimer: News24 encourages freedom of speech and the expression of diverse views. The views of columnists published on News24 are therefore their own and do not necessarily represent the views of News24.

- News24