Dubai, one of the most technologically-savvy places in the world, does majority of its operations paperless these days – including parking tickets. However, that doesn’t necessarily mean that it wouldn’t experience issues, and this is where the touch of personal, human service means a lot.
Ion Gonzaga, also known as ‘Boy Dubai’ within Dubai’s international blogging industry running a blogging platform of the same name, recently shared how Dubai’s Roads and Transport Authority gave him a wonderful experience as he disputed his parking fine.
“It was my first time to dispute a case and it was very satisfying, to say the least. Kasi I feel like I’ve been taken care of properly. I did not feel that they were profiling – it doesn’t matter who we are sa kanila. They are committed in addressing the inconvenience of their customers,” said Gonzaga.
How it happened
After sending an mParking SMS for mobile parking around 9:43 am, he got a parking fine message in minutes 9:50 am. Knowing that this shouldn’t be the case as he just registered his parking, he immediately sent a message to RTA via Twitter.
A series of back-and-forth messages occurred for Gonzaga to provide the necessary details and the case was filed to be taken action within 7 working days.
“After 2 working days, I got a call from RTA. The phone rep apologized for the inconvenience they caused, and added that the fine is now removed from their record. It was a sweet short talk. I think this is a golden customer care. They replied in no time on Twitter; politely asked me the right questions; forwarded the inquiry to the concerned department. And they gave me updates as they happen – on Twitter, SMS and call,” said Gonzaga on his blog.
Keep calm and be polite when disputing
The blogger said that when trying to dispute with anyone, keeping yourself calm and collected would help out especially when dealing with other nationalities: “Karamihan kasi sa atin palaban, may aggressiveness. Try to keep your calm. Be polite at all times because ganun din sila sa atin – it’s about our attitude,”
