In the city, we tend to take calling a taxi for granted. But when you’re in a fairly isolated country area, your chances of locating a taxi are usually slim, to say the least. So who do you call, when you’ve got car trouble and you simply can’t get a ride?

A customer was travelling through country New South Wales, when their car’s engine started to smoke. They immediately called Mondial Assistance, the vehicle manufacturer’s Roadside Assistance provider.

The call was answered by our Roadside Customer Service Assistant, Gyan Bhai. Gyan arranged for a mechanical provider to attend to the vehicle, to help determine the cause of the problem. 

In case the vehicle couldn’t be repaired on the spot, Gyan started to investigate the possibility of having it towed, as well as arranging transport for the customer. 

Once the mechanic had determined that the vehicle required towing, another Customer Service Assistant, Nila Mitchel, began to make arrangements. In line with the customer’s Roadside Assistance policy, Nila was able to organise for the vehicle to be towed to the closest dealership, which was approximately two hours away.

Now the vehicle was taken care of, however the customer still needed to get home! The challenge was to try and source a rental vehicle for the customer, as taxis were not readily available.

Nila and another Customer Service Assistant Chris Beckwith, eventually found a rental vehicle, however it was located in a country town that wasn’t in the direction the customer needed to go, so they needed to catch a taxi there first. After a concerted effort by Nila and Chris, a taxi was finally sourced to take the customer to collect the rental vehicle.

The customer then returned home safely with the rental vehicle, to await the arrival of their own vehicle from the dealership, once it had been repaired.

ABOVE LEFT: Roadside Customer Service Assistants, Gyan Bhai, Nila Mitchel and Chris Beckwith helped a customer make it safely back home after their car broke down in country New South Wales.

You're in good hands with Mondial Assistance.
Our commitment to professionalism means that we consistently deliver high standards of service to our customers. In this case, our Customer Service Assistants utilised their skills to determine the best solution for the customer, under difficult circumstances.

In 2007, our Automotive Assistance team helped with 71,700 roadside breakdowns Australia wide, and 3.5 million cases globally. Yet, in every case, we strive to provide a superior level of personal service, which sets Mondial Assistance apart.

Mondial Assistance Australia is a leading provider of Assistance services. Around the clock, around the world, we're always ready to help you - whatever it takes.