Africa Wild

Hello, Val.

Our mindset is maybe a bit different? It is lovely that a government organisation responds quickly to a complaint, but it should not be that a complaint leads to a swift resolution. The booking system is massively important, with one glitch potentially leading to many thousands of rands lost with especially foreign visitors simply moving to another destination. It should be monitored hourly, as the coalface lifeline of the organisation.

Of further interest is that the problem was brought to attention via a public forum manned mainly by private citizens, not the "official complaints channels". This is indicative and an indictment of what should be a well-organised system.

I am well aware of his problems booking, and that should not have happened, but as I said previously, glitches happen in business all the time, and I think that apologies were made to him.

Hi Alf

I'm sorry to hear about the issues you've been experiencing. Will you please be so kind as to send me an email with the details of these issues to editor@sanparks.org so that I can address the matter for you?

Kind regards,
Lize

What I don't understand is that as soon as he posted his problem on the SP forums, it was picked up and successfully dealt with...............yet there has been no mention of that.

1000s of bookings are successfully dealt with each month by SP, and in comparison there are very few problems.....sad that we usually only hear the negative.

My 2 pennyworth.

It's not about the tech problem as such, Val, It's about the reporting thereof and the baseline monitoring thereof. It is absolutely vital, and one must look at the topic heading of this thread. People are on edge and there are unresolved issues regarding the process, which leads to suspicion and frustration.

Initial queries years ago met with false or no responses, which is the point, and it is unprofessional.

Wrong mindset.

"Of further interest is that the problem was brought to attention via a public forum manned mainly by private citizens, not the "official complaints channels". This is indicative and an indictment of what should be a well-organised system."

Richard I know I am not the sharpest knife in the box, but I am a bit lost here!!!

The forum Mods have a direct link to the bods at SP, so as soon as a complaint arrives, it can be dealt with. Only initial contact is with "a private citizen".
Alf complained - Elsa picked it up almost immedialtley - she passed it to Lize at SP - Lize contacted Alf.

Which official complaints channels did Alf pursue first, before he contacted the SP forums?

I don't book online, is there an option somewhere there to register a complaint?

Like editor@sanparks.org ?

What if you are not a member of SANParks Public forums, or have no knowledge thereof, or have been banned therefrom?

There is something wrong if you have use a special connection in order to get a booking as it has happened to a few overseas visitors who cannot/do not want to make a booking by phone.

It would actually be nice if Alf could speak for himself. I am sure that he is perfectly capable!!!

After all my questions were directed to him.

A glitch would infer it is an uncommon occurrence where with the case of the website and booking it has been giving issues quite a lot recently. I would also be concerned with glitches where it involves finances and would of thought before rolling out an upgrade it would have been extensively tested. I have noticed lately, regular questions on Facebook in a couple of groups if the booking system is down, which would also lead me to believe it is deeper than just a glitch.

If I had not been to Kruger for a while and was excited about being able to go again, saw accomodation open on my side only to be told it is unavailable. then being told it is just a glitch in system,I would also be upset. Good thing he can vent on this side without having to be told fill in a feedback form and your post will be locked and deleted soon. By not locking the thread you allow others to come forward with their input too as well as get an indication of if there are really problems or not and allows a balanced view. I believe there have been regular issues with booking system and website logging in etc with them trying to do an upgrade.

Richprins wrote:I don't book online, is there an option somewhere there to register a complaint?

Like editor@sanparks.org ?

Richard if you look at the bottom right on each page of the SANParks website, there is an option to report issues..............simple!!!!

There is also the option to email customercare@sanparks.org for complaints or compliments.

Hope that helps.

It's been nice chatting to you all, and maybe I will hear from Alf sometime.

Hope you all have a wonderful weekend.