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What Happens if Something Goes Wrong?

Even with the best planning we can’t stop ash clouds forming, airliners being late and earthquakes happening. The important thing is - where is your tour operator when these things happen? The answer is, we’re right there with our 24 hour contact phone, with expert people on the ground and a determination to ensure any problem is solved immediately.

Sue and her family were among thousands needing to get home from Johannesburg during the ash cloud crisis. She wrote

“Thanks to you and the team for getting us on the plane home. Lots of people in the queue asked how you managed it – even the BA staff member at the check in desk said you were “awesome“.

James and Jane were in Chile when a powerful earthquake struck, causing huge disruption and loss of life. They wrote "The earthquake happened the day we were due to go back to Santiago. We fully accept the confusion and lack of information that we received following such a tragic event. You were our only point of contact and you were a *star*".

Delayed international flights happen from time to time. We get you back on track immediately as Mary and Donal found out when their flight to Johannesburg was held up.

“Just a quick note to say that we thoroughly enjoyed every moment of our trip to Botswana and Zambia. . . Thank you for so efficiently sorting us out after the delayed Virgin Atlantic flight into Joburg, it really was the only little hitch on the whole trip.”

Ian and Clare were due to take a safari during the ash cloud crisis and also heard just before they left that the luxury train they were due to go on had been derailed. We put their departure back a few days and reorganized the whole holiday in a slightly different order. They had a wonderful time and wrote

“Firstly, many thanks to John for his work designing the holiday. It was exactly what we wanted and it couldn’t have been better. The balance between all locations was superb and we couldn’t have done this without you. Angie, the organization was superb. Thank you for your support through the trauma of the volcano ash and train derailment. We did wonder what we had let ourselves in for. Given that, the itinerary was hectic and organised down to the last detail. Your notes were helpful and comprehensive and the transfers went like clockwork. I don’t know how you do it, but you did. The highlight of the transfers was the leg between Lebala and Sussi & Chuma. The flight and transfer to the Botswana border was smooth, although there was mayhem all around us at the border crossing. The speedboat across the Zambezi was quick, only to be met by mayhem on the Zambian shores. Among the mayhem was one person holding a sign “Zambia welcomes Ian and Clare”. Unbelievable! Thank you so much. We could not have been more impressed with Africa Exclusive”.

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