The person(s) who worked on the logistics of my trip were pretty good in figuring out what I wanted to do and where I wanted to go. It was difficult, however, to get prompt responses from them (not sure how much of it was due to the 7-hour time difference and how much of that was their personal work style). It was often tough to get a follow-up from them in less than 3-days. That should not be the case when they are trying to get you to sign on with their company. I would ask a question, be assured that they would be getting back to me in a day or two, and then wait a week or more for a response. That's just not good customer service.
I also noticed that when I changed an itinerary to deduct a few days, my total price did not decrease. This should obnviously have been credited to my total cost. What was a cost-cutting effort by me was never reflected.
When flights were booked, they were puzzlingly booked as round-trip, even though I was never returning to any of the 4 countries I visited. A trip from Kenya to South Africa to Rwanda was booked as "Kenya-SA-Kenya-Rwanda", and incurred 11 hours of travel time to get from SA to Rwanda. Who in their right mind is going to do that on vacation? The trip from SA to Rwanda is 3-1/2 hours, and when I asked the company to rebook the flights that way, they did so. But it should have been an obvious flight booking to them -- not one that I had to figure out and ask them to redo.
In Kenya, my guide and I only had the parts of the trip that referenced Kenya. If I had not brought backup pages from earlier printouts of my itinerary, I would have been lost as to what the next steps were in my trip. That was just careless of the company.
Overall, I think they had my best interests at heart, but I do wish they had been more thoughtful in their planning of my trip -- there were many things I had to figure out myself and contact them to modify or delete.
Kenya -- giraffe manor, amboseli lodge
Kenya -- our guide
SA -- Kapama game reserve, our fearless game guides
Try to pin down the company for better communication.
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