To date - 10 Jan 2012 (2 months later) - I have had absolutely no reply from BA regarding my complaint. 

Just venting my extreme frustration about a recent BA flight.... I have forwarded this to BA. Will let you know if I hear anything from them. 

On 5 November I was returning home to Cape Town from a Luxury Travel show, PURE, in Marrakesh. I had to fly via Madrid and Johannesburg before heading to Cape Town. In Madrid I had an 8h hour lay-over before boarding the flight around 12.30 at night for Johannesburg. We arrived here before 12 midday and as my connecting flight was only at 3pm, I tried to get an earlier flight to Cape Town, as I had already been travelling form more than 24 hours.I went to the ticketing office in Terminal B and tried to get an earlier flight. I was told that since my ticket was booked on a "L" class, that BA could do nothing to assist me. I repeatedly mentioned that I understood I might have a cheaper fare and would be more than willing to pay in, if they would let me  know what this cost could be. I was told again that only my travel agent could assist and they cannot change this booking or make any amendments to it.

 I called Flightcenter in Thibault Square (with whom I had booked) and as it was now Sunday managed to get hold of the emergency manager on duty. She informed me that they must be able to assist. Armed with this new information, I went back to the ticketing office and again tried to change the ticket or pay in for a revised ticket. Both Porche and Mary who were on duty informed me that there was absolutely nothing they could do.

I then went to the check in counter, and promptly burst into tears from the sheer frustration for not being able to do anything about getting home earlier. I heard two BA flights being called for Cape Town and had to just sit and wait until I could board at 3 pm and head home after my more than 28 hour travel ordeal.

I am writing to appeal to you to please explain to me in a logical manner why I could not change my flight to another class of ticket by paying in. Through my experience I will have to conclude that that tickets made by travel agents can only be changed by the travel agents - and no-one else? I can also only conclude that you are forcing me to only make on-line bookings and to cut out the travel agent all together - because in this case, had I made my own booking, I would have had a chance to get home earlier? What about good old fashioned "customer care"? In this case, as the passenger, I was a victim of rules and procedures directly impacting my travel experiences. Are passengers not the core of your business? 

I look forward to your reply, 
Sincerely

Wilna 

I have stayed in many lodges, but I have to say that, this one absolutely blew me away and I was reminded of some key hospitality facts that Singita Lebombo clearly get very right. It is a strong brand - and with that come unusually high expectations - yet I wasn't disappointed. Here are some of my observations in brief.

·     The arrival at their airstrip sets the tone of what was to follow. They have a permanent building on the strip and have toilets, shade, and a huge bowl, filled with ice and a variety of drinks and water. Also available are some lovely fresh snacks and an ice cold, scented hand towel to freshen up.
·     On arrival at the lodge, I was again given a cool hand towel and freshly made lemonade while I filled in the reg card. I only had to sign, as all my details were already typed onto the form - correctly.
·     I was taken to my room and given a full orientation of every switch, which was very helpful when negotiation mood lights, aircon and fans.
·     The room is drop dead gorgeous and absolutely astounded me! Key items in the rooms that were incredibly special touches and made it feel like home and not a hotel/lodge room was:

o   A PILE of magazines and interesting books as well as at least 5 board games.
o   A mini bar with not only drinks, but snacks and jelly tots and dried fruit etc.
o   Kettle and coffees and teas
o   A litre bottle of still and a litre bottle of sparking water
o   A tray of Dermalogica products to use
o   A heap of bath salts with a spoon, a real sense of abundance
o   IPod with preloaded chill songs
o   Toilet pray
o   Each night there was a small bottle of water at my bedside and an individually wrapped, homemade treat – either coconut ice, fudge shortbread etc.
o   Outside bed with a cool white sheet cover and pillows to lounge on whenever – I was also asked if they could make it up for me for the evening.

·     Meals are all a la cart, no buffets and you always have a choice on the menu, but you are also asked if there is anything they could make for you that was not on the menu.
·     One of the guests in camp really loved the pasta of the previous lunch and asked if she could have it for dinner – YES of course and it was specially made for her.
·     All meals can be served in your room, even if some guests are eating in the dining area and several want to eat in their room a plan is always made.  There is 15 rooms spread along a hill and only accessible on boardwalks and decks – so it isn’t an logistical ‘walk in the park”
  ·     All staff remembered my name and took note of my drink and food preferences….
  ·     Two plates of stunning snacks are served in the “long bar’ before dinner while guests are mingling before going to dinner. This was small brochettes with mozzarella and an aubergine paste, and one time was a salmon and brie bite, as well as homemade cheese straws and sweet chilly dip.
·    Around the pool is not just the fluffy, huge white towels but also a basket with sunscreen products, straw hats for him and her, goggles, flip-flops, kokois etc. Everything needed was thought about and addressed.
·     The guide/ranger was very engaging, remembering all names and the tracker was also more involved and interactive than I had seen before at other properties.
·     The drink stop was also a highlight – there were three snacks and a tent card with the MENU of the snacks and this was placed on the platters with the eats. Drinks we not displayed but a full bar was available. … and, a steaming hot had towel was also produced before drinks! They use earpieces so you never hear the crackle of the radio and only hear the ranger’s soft replies to the radio.
·     Fleece and waterproof ponchos were on the vehicle
·     One guest really liked the dressing on her salad and commented on it. She was invited for a Vinaigrette lesson in kitchen and was given a beautifully presented copy of the recipe for her to make at home.
·     One guest really loved the chop chip cookies,  and she too was presented with the  recipe and on day of departure a lovely packet or take home bag filled with chock chip cookies! She was bowled over.
  ·     The shop is really a gallery of about 4 smaller rooms – shops, each featuring different items – eg artefacts, interior items, clothes etc. Additional clothes are from EarthChild and Hilton Weiner and are not Singita branded

One of the best stays in a lodge that I can remember. 
Well done Singita team!

“New” Onguma Bush Camp

Onguma Bush Camp recently welcomed its first guests in the newly rebuilt and styled camp on the 34 000 hectare Onguma Reserve, Etosha, Namibia.

Bush Camp now offers 19 rooms, new dinning and guest areas and a truly impressive waterhole that dominates the camp. All the charm and character of the original camp has been kept while offering more accommodation and larger areas for relaxing and socializing. The two family loft rooms and 6 new view rooms are a welcome addition to the camp offering uninterrupted views over the waterhole and savannah. With the multiple decks and viewing nooks in the dining and lounge area, guests don’t have to leave the camp to see game – all the action happens in front of their eyes. Onguma Bush Camp still remains the only fenced in camp in the Reserve and is therefore ideally suited for family travel.

“Bush Camp has so much to offer guests: stunning views across the waterhole, game viewing without leaving your arm chair, delicious meals and a warm friendly welcome. What more can you ask for?” André Louw, creator and owner.

Onguma Reserve now boasts 5 unique lodges for guests to choose from, catering to every traveler’s individual needs:

The Fort (13 suites)– iconic style and elegance, dramatic and commanding. Ideal for luxury seekers and discerning travelers.

Tented Camp (7 tents) – intimate small camp, bush-chic. Ideal for romantics yearning for an Under-Canvas Safari experience.

Tree Top (4 tree houses) – rustic safari on stilts, ideal for small parties travelling together.

Bush Camp (19 rooms) – catering to families with classic safari styling, offering space and a large waterhole with perimeter fence.

Etosha Aoba (12 rooms) – traditional bush lodge with warm hospitality and superb wine cellar.

More about Onguma Reserve:

Originally part of the greater Etosha Game Reserve, Onguma is one of Namibia’s best kept secrets. Situated on the eastern side of Etosha, bordering Fisher’s pan.

The reserve covers an area of 34 000ha and incorporates ecological substrata such as savannah, bushveld, omuramba and dry pan.  Age-old and well-worn migration routes, once used by elephant and buffalo wander through Onguma’s three dry riverbeds.

The reserve boasts over thirty different animal species.  Plains game roam freely on the reserve and predators although not easy to spot are nevertheless common residents of the area. Lions are frequently seen and often heard. There is a healthy black rhino and leopard population and hyenas are also often spotted.

More than 300 bird species can be viewed at Onguma.  The reserve boasts the biggest breeding colony of white-backed vultures in Namibia.  During the summer months Onguma becomes a bird-watchers paradise with thousands of species migrating to wetlands created by the seasonal rains and ephemeral river systems.  This part of Namibia has been identified as one of the key bird watching sites in Southern Africa.