Poor customer service displeases NWR customers
Following several concerns over ageing infrastructure and poor customer service within the Namibia Wildlife Resort tourism facilities, the company has pledged to address such shortcomings to remain a preferred destination of choice.
This comes after some concerns that were raised by disgruntled customers, who recently visited the Etosha National Park over the festive season and complained bitterly about poor customer service and exorbitant prices charged at NWR facilities, among other issues.
Long queues and weak security checks at the park gates, filthy toilets, bad state of roads, as well as irresponsible and speeding visitors within the parks are some of the concerns raised by some tourists and visitors alike during this festive season.
Contacted for comment this week, NWR spokesperson Nelson Ashipala admitted they have received some of these concerns.
“We are addressing infrastructure concerns and poor customer service. Our Exco members are on the ground. We are trying to fix our problems – from renovation to customer service – through training. We want our customers to see new initiatives at some of these facilities. Early this year, we will be seeing some changes at our resorts,” Ashipala reacted.
Out of the NWR budgeted amount of N$16 million earmarked for renovations, Onkoshi camp took the largest chuck of N$10 million for such a purpose.
Other NWR facilities undergoing renovations are Waterberg, Okaukuejo and Sossus dune resorts.
NWR has about 28 resorts countrywide. On pricing, Ashipala maintained NWR still has some of the lowest prices at its facilities.
Meanwhile, Namibia Tourism Board (NTB) CEO Digu //Naobeb said they noted there was huge interest by tourists and visitors alike in the coastal towns and areas during the December holiday season.
However, he said, besides choice and preference, financial implications do play a tremendous role.
“With the ever-escalating cost of living, including fuel price hikes, tourism-purposes travelling is last in the basket, as it is more a luxury item that one can do without in times of financial crunch. Equally, pricing by lodges and other various accommodation types have also increased as part of Covid19’s aftermath recovery efforts, which again is a deciding factor,”//Naobeb observed.
In fact, he said, some of the tourism and hospitality businesses have a two-tier pricing structure in which the price is higher in peak or busy seasons than out of peak season months.
“Thus, as travellers, we need to be conscious about it to try and travel in low season. However, there are some operators like Gondwana and NWR, who offer discounted prices for their members who elect to subscribe as members. But as the industry, more needs to be done,” he advised.
Despite the cost, NTB implores Namibians to save throughout the year and just travel locally to wind down.
He, at the same time, cautioned tourists and visitors to drive with caution on gravel roads in the national parks to avoid accidents, and that they should approach wildlife with care, as these are untamed animals.
NTB does generic destination marketing in Namibia, having teamed up with the Namibian Broadcasting Corporation (NBC) to promote domestic tourism, which was aired on NBC television, various radio stations and social media platforms, including NTB’s social media platforms. This was with the funding of Namparks. “We also engaged local social media personalities who travelled to some parts of the country to promote the destination. And more recently, we hosted 14 local media [sic] both television and print, showcasing the Kalahari region as a possible domestic tourism destination to be considered. However, the final decision and choice rest with Namibians themselves, considering affordability and preference [regarding] where they would travel to,” //Naobeb mentioned.