i-NEWS MALAWI
LUGGAGE AND COMMERCIAL GOODS
WELCOME
Welcome to the latest edition of i-News Malawi. We
have some importsnt announcements regarding
our Malawi operations, as well as important infor-
mation and tips for all travellers. We trust that you
will find this informative and helpful.
CUSTOMER SERVICE AT PARK STATION
March 2015
I want to thank you for your loyal support. We appre-
ciate your business, and we look forward to serving
you. We hoope you have a very pleasant journey
with us!
_________________
Johann Ferreira, Chief Executive Officer
As an ongoing effort to Improve customer service
at Johannesburg Park Station, we have implemented
the following measures:
• Malawian passengers now have a dedicated
entrance at the warehouse
• Customer care telephones have been installed at
the warehouse and the boarding gates, these call
directly through to head office where you will be
able to log your complains as well as suggestions
•Track and trace capability activated on the
luggage side
Coming Soon:
Cargo sheets on coaches, detailing exactly
which way-bill numbers are loaded onto each
coach.
Intercape is constantly striving to improve
the service and operations associated with
excess luggage and commercial goods. Our
objective is to provide an efficient, consis-
tent, and organized service where everyone is
treated fairly and equally. Please note the
following important arrangements:
General Rules for Luggage and Goods
• No luggage or goods will be transported without
the passenger travelling on the same bus.
Passengers are not allowed to send their luggage
or goods with staff members or other passengers.
• All luggage and goods will be weighed and
tagged, including hand luggage and personal
effects at the boarding gate.
• Luggage and goods will be charged either per
kilogram, or based on its measurements.
• Only hand luggage and personal effects are
allowed at the boarding gate. This includes cabin
luggage, and suitcases. All other goods must be
processed the DAY BEFORE DEPARTURE at
the Intercape warehouse at Park Station.
• Intercape’s luggage rate at the boarding gate is
higher than the rate at the warehouse, to serve
as an incentive to passengers to bring their luggage
a day in advance to the warehouse.
• A free luggage allowance of 30kg per
passenger per trip will apply at the boarding
gate, not at the warehouse. The allowance is
meant for personal effects like suitcases, and
hand luggage.
• Please note that each ticket holder will be
limited to book in luggage up to a maximum of
1000 kg’s, this is to ensure that we allow room
to accommodate all passengers traveling with
their goods.
• As an incentive to all our values passengers,
Intercape has developed a discount system
when booking in you commercial luggage a day
before departure. For every 10 kg’s you bring in,
we will give you 1kg free, up to a maximum of
30 kg’s free.
Prohibited Goods
Intercape is a luxury coach company, offering
passengers the additional service of transporting
their luggage and commercial goods. Intercape
will not transport excessively large, heavy, or
unwieldy items that could possibly damage
the trailers in which these goods must be
transported.
Intercape will also not transport any form of illicit
goods, such as drugs, weapons, and the like. A
complete list of prohibited items is available at
the Intercape warehouse.
Operating Hours of Warehouse
Coaches to Malawi depart in the mornings.
While these coaches and trailers are being
loaded, Intercape cannot receive goods at the
warehouse, because incoming and outgoing
goods use the same entrance. Consequently,
goods can only be received once the outgoing
coaches have departed.
Coaches to Malawi normally depart by 9:00 in
the morning. Following their departure, Intercape
will have a staff meeting to debrief the morning’s
events, with the objective of improving the service.
The warehouse will open for receiving goods
after this staff meeting, and will remain open
from 9:30 am to 6:00 pm.
Please note that the area in front of warehouse must be
kept clean. No piling or storage of goods is allowed.

Queue System
Intercape has implemented an electronic queue
system at the warehouse, to ensure that all
passengers are treated fairly on a first-come
first-served basis.
Upon arrival to check in goods, every passenger
will receive an electronic queue number from
the Intercape agent. A television monitor at the
warehouse will display the progress of the queue,
and inform every passenger when it is their turn.
Tracking of Goods
The Intercape Track and Trace system is in
place and operational, this will ensure even
more accurate loading of goods, please look out
for future developments, where soon you will be
able to see on a Cargo manifest that your goods
are loaded.
PUNCTUALITY
We believe the best and most
reliable service is the one
keeping strictly to its advertised
schedules. That is why Intercape
strives to be 100% on time, unlike
some of our competitors.
The starting point for punctuality is to depart on
time. Hence we require our passengers to adhere
to the following:
IMPORTANT NOTICE
From 1 March 2015, Intercape will no longer provide food packs /
vouchers or cabin attendants as part of its services.
This change is required to ensure the sustainability of our operations
in the current economic climate, without compromising on safety,
dependability, and affordability, the three basic pillars of our mission.
We thank you, our valued passengers, for your understanding and
continued loyal support.
PLEASE REPORT SMUGGLING,
CORRUPTION AND OTHER CRIMES
encourage all passengers to report staff asking
TAKE ADVANTAGE Intercape is a company built on Christian
principles. We subscribe to the highest for money to assist.
OF OUR SPECIALS standards of ethical behaviour.
When moving in and around park station, Malawian
We do not condone any form of crime, passengers are encouraged to, at all times carry
corruption, smuggling, human trafficking or on their person:
Remember frequent other crimes conducted by any passenger or i. Their valid Passport
staff members making use of our services. ii. Invoices for goods that they have bought
travellers qualify for a
iii. Any and all documentation of children that
free trip after every 10 In addition to such crimes, we do not accept or are with them
trips. Contact us for pay bribes, we don’t carry illicit goods, we insist
more information. that all passengers have valid tickets, and all lug- • Call us at +27 (0)21 380 4400
gage and goods must be weighed and tagged. • SMS the word “TIP” following by your message
to +27 (0)83 320 8655
Be on the lookout for Please report any illegal activity to Intercape Senior • Send an email to tip@intercape.co.za
weekly specials and staff immediately, with as much information as
possible, we are dedicated to assist. As an additional anti-corruption measure, we are
promotions for our identifying one passenger per trip to help us mon-
Malawi customers. As Intercape provides a service of moving itor trip expenses incurred by the Intercape staff.
luggage for passengers, please make use of
our staff to assist, our loading staff is clearly This passenger must observe and keep track
identifiable in Blue and orange, you are also of the various amounts paid by the Intercape staff
welcome to call Senior staff to assist. You will on the route, and in return for assisting us, they
not be charged any additional money, and we receive a full refund of their ticket price.
• If you have commercial goods or excess
luggage, you must check it in on the DAY BEFORE IMPORTANT POINTS TO REMEMBER
departure, at the Intercape warehouse facility. • Only cabin luggage, personal effects and suitcases will be allowed at the boarding gate.
• Please note that boarding gates closes 10 minutes All other goods must be checked in at the Intercape warehouse a DAY BEFORE DEPARTURE.
prior to departure, therefore please arrive at least 1
hour prior to departure to ensure you are on time. • You have a 30kg free luggage allowance, which is only available at the boarding gate.
Failure to adhere to its timetables has the effect • On the day of departure, please arrive at least 1 HOUR BEFORE the scheduled departure
of fines being issued against Intercape by various time at the boarding gate.
authorities. Please help us stay on time.
• Please ensure that all your TRAVEL DOCUMENTATION (example passports) are in
order for the trip. Intercape cannot accept responsibility for incorrect travel documents.
• Keep control of all your personal effects and on-board luggage during the entire journey.
• Remember to review our TERMS and CONDITIONS, attached to your ticket.
IN CASE OF BREAKDOWN
You can get information from the bus driver, or call our breakdown line directly at +27 82 331 4894.
CONTACT US
FOR ANY ENQUIRIES OR COMPLAINTS PLEASE CALL: +27 21 380 4400
www.intercape.co.za | info@intercape.co.za
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