welcome customer service at park station

i-NEWS MALAWI
WELCOME
We are excited and proud to bring you our
first edition of iNews – Malawi, a regular
newsletter with information specifically for
Intercape’s valued passengers on routes
between Malawi and South Africa. The
purpose of this newsletter is to keep you
informed, and make you feel part of our
family. Let us join hands in striving to strength-
November 2014
en Intercape as the best luxury coach service
between South Africa and Malawi.
Thank you for choosing Intercape. We look
forward to serving you.
_________________
Johann Ferreira
Chief Executive Officer
CUSTOMER SERVICE AT PARK STATION
We have recently received some complaints
about the way customers are being treated at
Park station by Intercape staff members. We
have zero tolerance for rude and demeaning
behaviour from our staff, and we will take strict
disciplinary action where there is proof of such
conduct.
If you have a complaint in this regard, please
contact our Customer Care line at +27 (0)21 380
4400.
We have already taken the following steps to
improve customer service at Park Station:
• We have conducted sessions and consultations
with staff to sensitise them to this issue.
TAKE ADVANTAGE
OF OUR SPECIALS
• We have appointed a Malawian national, Mr
Reuben Gondwe, to assist with customer queries
at Park Station.
• We have started to include Chichewa translations
of important signage at Park Station.
Remember frequent
travellers qualify for a
free trip after every 10
trips. Contact us for
more information.
Additional measures coming soon:
• Malawi passengers will soon have their own,
dedicated entrance at our warehouse.
• We will install two customer care telephones,
one at the boarding gate and one at the
warehouse, allowing passengers to speak to a
senior staff member. This will allow issues to be
raised and addressed immediately.
• We will start operating a dedicating information
desk at Park Station, so that you do not have
to wait in the ticketing queue or at the warehouse
queue if you have a problem that we can help with.
Be on the lookout for
weekly specials and
promotions for our
Malawi customers.
LUGGAGE AND COMMERCIAL GOODS
Intercape is constantly striving to improve
the service and operations associated with
excess luggage and commercial goods. Our
objective is to provide an efficient, consistent, and organized service where everyone is
treated fairly and equally. Please note the
following important arrangements:
luggage, and suitcases. All other goods must be
processed the DAY BEFORE DEPARTURE at
the Intercape warehouse at Park Station.
• Intercape’s luggage rate at the boarding gate is
higher than the rate at the warehouse, to serve
as an incentive to passengers to bring their luggage
a day in advance to the warehouse.
• A free luggage allowance of 30kg per passenger
per trip will apply at the boarding gate, not at the
warehouse. The allowance is meant for personal
effects like suitcases, and hand luggage.
General Rules for Luggage and Goods
• No luggage or goods will be transported without
the passenger travelling on the same bus.
Passengers are not allowed to send their luggage
or goods with staff members or other passengers.
• All luggage and goods will be weighed and
tagged, including hand luggage and personal
effects at the boarding gate.
• Luggage and goods will be charged either per
kilogram, or based on its measurements.
• Only hand luggage and personal effects are
allowed at the boarding gate. This includes cabin
Prohibited Goods
Intercape is a luxury coach company, offering
passengers the additional service of transporting
their luggage and commercial goods. Intercape
will not transport excessively large, heavy, or
unwieldy items that could possibly damage
the trailers in which these goods must be
transported.
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Queue System
Intercape will also not transport any form of illicit
goods, such as drugs, weapons, and the like. A
complete list of prohibited items is available at
the Intercape warehouse.
Intercape has implemented an electronic queue
system at the warehouse, to ensure that all
passengers are treated fairly on a first-come
first-served basis.
Upon arrival to check in goods, every passenger
will receive an electronic queue number from
the Intercape agent. A television monitor at the
warehouse will display the progress of the queue,
and inform every passenger when it is their turn.
Operating Hours of Warehouse
Coaches to Malawi depart in the mornings.
While these coaches and trailers are being
loaded, Intercape cannot receive goods at the
warehouse, because incoming and outgoing
goods use the same entrance. Consequently,
goods can only be received once the outgoing
coaches have departed.
Tracking of Goods
Intercape is busy with the implementation of
a sophisticated tracking system for all goods,
which will allow much better control and security.
Each item checked in at the warehouse or
boarding gate will be tagged with a special QR
Code. This allows each individual parcel to be
tracked electronically as it goes into the warehouse,
out of the warehouse, into the trailers, and so forth.
Coaches to Malawi normally depart by 9:00 in
the morning. Following their departure, Intercape
will have a staff meeting to debrief the morning’s
events, with the objective of improving the service.
The warehouse will open for receiving goods
after this staff meeting, and will remain open
from 9:30 am to 6:00 pm.
Intercape is still busy with this project. The first
step, which is to place the special tag (sticker)
on every parcel, is already in place. The next
step, which is to scan the parcels on their way
through the process, will follow next.
Please note that the area in front of warehouse must be
kept clean. No piling or storage of goods is allowed.
PUNCTUALITY
We believe the best and most
reliable service is the one
keeping strictly to its advertised
schedules. That is why Intercape
strives to be 100% on time, unlike
some of our competitors.
• If you have commercial goods or excess
luggage, you must check it in on the DAY BEFORE
departure, at the Intercape warehouse facility.
• On the day of departure, please arrive at the
check-in gate at least 1 hour before the scheduled
departure time.
The starting point for punctuality is to depart on
time. Hence we require our passengers to adhere
to the following:
Failure to adhere to its timetables has the effect
of fines being issued against Intercape by various
authorities. Please help us stay on time.
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PLEASE REPORT SMUGGLING,
CORRUPTION AND OTHER CRIMES
Intercape is a company built on Christian
principles. We subscribe to the highest
standards of ethical behaviour.
Please report any suspicious activity or evidence of crimes, in one of the following ways:
• Call us at +27 (0)21 380 4400
• SMS the word “TIP” following by your message
to +27 (0)83 320 8655
• Send an email to [email protected]
We do not condone any form of crime,
corruption, smuggling, human trafficking or
other crimes conducted by any passenger or
staff members making use of our services.
As an additional anti-corruption measure, we
are identifying one passenger per trip to help
us monitor trip expenses incurred by the Intercape
staff. This passenger must observe and keep
track of the various amounts paid by the Intercape
staff on the route, and in return for assisting us,
they receive a full refund of their ticket price.
In addition to such crimes, we do not accept
or pay bribes, we don’t carry illicit goods, we
insist that all passengers have valid tickets, and
all luggage and goods must be weighed and
tagged.
IMPORTANT POINTS TO REMEMBER
• Only cabin luggage, personal effects and suitcases will be allowed at the boarding gate.
All other goods must be checked in at the Intercape warehouse a DAY BEFORE DEPARTURE.
• You have a 30kg free luggage allowance, which is only available at the boarding gate.
• On the day of departure, please arrive at least 1 HOUR BEFORE the scheduled departure
time at the boarding gate.
• Please ensure that all your TRAVEL DOCUMENTATION (example passports) are in
order for the trip. Intercape cannot accept responsibility for incorrect travel documents.
• Keep control of all your personal effects and on-board luggage during the entire journey.
• Remember to review our TERMS and CONDITIONS, attached to your ticket.
CONTACT US
FOR ANY ENQUIRIES OR COMPLAINTS PLEASE CALL:
+27 21 380 4400
www.intercape.co.za | [email protected]
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