Sorted... First time!

TWO MONTHS AGO I booked an airline ticket with 1time to Cape Town over the Internet. The flight was over the long weekend at the end of September. I received a confirmation email and promptly filed it away in one of the many folders that vie for attention in my in-box. The confirmation never saw the light of day again: whether it was deleted or simply “lost” I’ll never know.

Fast forward to now and I’d completely forgotten the time and date of my flight. I phoned 1time’s national call centre to be told I was in an automated call queue. However, that was good, because “no one will be able to push in front of you”. I should hope not. If they’d seen me in the queue at the Country Road sale they wouldn’t even try.

My call was picked up in less than a minute. The agent tried her best to disguise her exasperation at my inability to remember my booking code. I offered my cellphone number instead, which was graciously accepted. A minute later my booking details were located and a new confirmation email was on its way to my in-box. Thank you, 1time!

SCOREBOARD

Time taken to answer a call: <1 min

First impression: 4/5

Ability to answer query: 5/5

Courtesy of agent: 4/5

Overall score [not an average]: 4/5