Editor,

Recently, I got so disappointed with the "new kid on the block”- Kampala coach transportation company. When I heard the news that another set of buses had joined the Rwandan public transport industry, I got excited and thought I should give this new competitor a try.

I booked early in the morning for a trip to Kampala, Uganda which was rather comfortable compared to the other buses. For the journey back I decided to call their reservation office and spoke to a one Ahmed who promised to reserve my seat.

When it came to payment time 30 minutes later, this same person denied ever receiving a call from me. It was crystal clear that he had sold my seat number since this could have been a peak period but instead of being honest and approaching me in a customer friendly manner, the fellow practically denied his own name.

"I am not even the Ahmed you are talking about, my name is Mohammed,” he shouted as he threw his hands in the air.

Any customer in my shoes would be very disappointed that a customer care agent (of all people) tried to make fool of them. To add salt to injury, this so-called Ahmed even went to the extremes of imagining that I had called a wrong number and that the buses were fully booked and paid for!

Well, this company has a strategic plan of operating regionally but if such circumstances are yet to happen to other customers then I am afraid, they are set to lose out in this competitive market.

Customer care is key for any business to prosper so Kampala Coach management should consider training their staff in this area.

Yvonne Mwiza
+250750217664