Our customer commitments

• We put customers at the heart of everything we do. We’ve made commitments to our customers to provide the best possible customer service.
• Every journey matters to us and we do all we can to make sure that your trip is safe and reliable.

Our customer promise

• We will put our customers at the centre of everything we do by providing a high-quality service to everyone who contacts us
• We want to hear from you, as we value every piece of feedback we receive
• Your feedback can take the form of either a comment or suggestion, and may be an expression of your satisfaction or a complaint about our services
• We are committed to being accessible to every customer and will provide you with a timely, clear and full response
• We will listen to your feedback and take action to improve your experience in the future

Our complaint standards

We will:

• Acknowledge receipt of your contact and keep you informed on the progress of your case
• Aim to resolve all your issues in one go
• Treat you as an individual and address your specific needs
• Communicate with you in a style that is engaging and easy to understand
• Actively use your feedback to fix problems and drive improvements to our services.

We will reply to you efficiently and keep you updated

We’re committed to resolving your enquiry the first time you contact us.

We will acknowledge all contacts within the shortest time possible and aim to provide a full response within ten working days.

If we need more time to investigate your enquiry, we will let you know how long it will take and keep you updated on the progress of your case.

Handling your feedback

We aim to satisfactorily resolve your complaint the first time you contact us.

If you feel that we could have handled your feedback in a better way, we would like to know. Please contact us and one of our managers will conduct a full review and get back to you.

Customer services

Customer services can help with general enquiries including ticketing and journey planning on all our routes. The team can also help with complaints.

Find out how to contact us on our Contacts Page

Safety

The safety of our customers, staff and contractors is always our first priority and we never compromise the safety of the service we provide. You can help us by reporting unattended bags or suspicious activity to staff or a police officer.

Rwanda: +250 788 311 155 or 112 | Uganda : 0800 122 291 or 999

Transport crime and antisocial behaviour are among our key priorities and we cooperate with the law enforcers to ensure that a number of anti-crime measures are in place.

We want everyone to feel safe and secure on our coaches. If you have been a crime victim or experienced antisocial behaviour, you can report it in a way to suit you.

We are committed to protecting your personal information when you use Jaguar Executive Coaches’ services. We sometimes need to collect your personal information so that we can provide you with the full range of our services and carry out our statutory functions.

Reliability

We are committed to providing reliable service by reducing delays and improving the way we prevent and respond to incidents.

Customer service performance

• We put customers at the heart of everything we do and are committed to improving performance and customer satisfaction.
• We run a number of surveys by randomly selecting customers for interviews after they have completed a journey, we aim to get at least 80 out of 100 for customer satisfaction and to improve these scores.

What we ask of you

• Be polite and treat our staff with respect
• Let us know if you have any special requirements so that we can provide the right help
• Provide us with feedback

What you can expect from us

• Our quality service promises to you:
• We are welcoming and friendly and always do our best to help you
• We are open, honest and responsive in all of our communication with you
• We are polite and treat you with respect and understanding
• We treat you as an individual
• We work to understand your needs by listening to you and giving you time and space
• We value your feedback and use it to improve our services
• We communicate with you in ways that work for you
• We use plain English, Kinyarwanda, Runyankole/Rukiga, Luganda and clear language
• We provide you with accurate and up-to-date information
• We protect your personal information
• We invest in our team so they can support you better
• We regularly check how we are doing against our quality service promises