Across Africa

Horrible Customer Service

I have only bad things to say about our experience and I would genuinely advise people to book with any other company than this one. Maureens inability to communicate caused so much stress on our trip that I seriously regret ever booking with them.

In an attempt to summarise; she cancelled our multiple day safari less than 24hrs before (our whole trip was planned around it). BUT, she actually insisted that we cancel, meaning I couldn’t get my money back for a week since it looked like I was cancelling, and needed us to rebook on a different system now, with money I didn’t have ($1,000+ of unplanned cost). All this while we were on an 18hr bus with limited internet, after which we were supposed to be picked up for this now unlikely to happen tour.

Maureen is worse than a robot. She lacks any empathy or customer service ability at all. I constantly had to repeat myself 5+ times and still she would get it wrong. It took 8 hours of back and forth communication to rebook the trip. After 6hrs it had been said easily 10 times that we would definitely be doing it, she took our dietary preferences and options choices (again) and I reconfirmed once again when and where the pickup was.

Only for me to find out 2hrs later she had in fact not booked us in. The website doesn’t work, especially with bad internet. They have no problem cancelling last minute, and they will bring you only stress if you’re unfortunate enough to ever speak to them.

Please please please do yourself a favour and book literally anywhere else. Our trip would have been so much less stressful if we had. As a broker of local safari guides they offer you no benefit for their hyper inflated price.

After her causing us the worst, most stressful day of our trip, by sending us confusing messages for 8+hrs in the knowledge that we were currently travelling to the safari with little to no internet, I think shame on her and have since hoped that some manager would please read that chain of messages to see how bad of a job was done that day. Unacceptably low standards.

You can understand my shock too when I got a final message from her today asking for a review. I normally keep things positive, but in this case I’ve nothing positive to add.