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To all,
My name is Graeme Thomson; I am the Founder & Managing Director of the Africa Travel Co.
I would like to thank those of you that have come forward and had your say, with both positive and adverse comment.
To Ruth & Gavin Ayliffe,
Firstly let me say that I am sorry that you obviously haven’t enjoyed your trip with us in Africa.
It is my understanding that you started your trip in Victoria Falls, Zimbabwe and were booked to do a 35 day trip northbound via Nairobi that included the last 2 weeks traveling through Kenya and Uganda. Part of this trip included the option of trekking the gorillas.
I have been involved with organizing & coordinating trips within Africa for over 25 years and have never had a complaint mentioning that we are unethical, dishonest and incompetent in all those years. Yes from time to time we do get some complaints, but they are very few. Many are from clients whose expectations far exceed what is achievable on this continent.
We have carried over 6,000 thousand clients to see the gorillas in the past 13 years and in only one instance in 1994 did we not succeed in giving our clients the option to view the gorillas.
We have grown from one solitary vehicle to operating 45 overland trucks in East & Southern Africa.
We have established ourselves as one of the few overland companies that have representative offices and workshops in the major joining points in Africa.
We have carried well over 30,000 clients in the past 13 years under our own banner and through many very reputable companies that either brochure our product or charter our vehicles and crew and run their own programs.
You don’t achieve that by being “unethical, dishonest or incompetent”.
Now……down to the issues that you have raised.
In relation to the start of your trip, we as a company were not aware that you were joining the trip at the border point in Zambia. This would appear to be a miscommunication between your agent and ourselves.
For that I apologize.
Leaking tents - Yes you are quite right, some of the tents did leak. The tents we buy are made in South Africa and although they are of very good quality, they are simply not sufficient in the type of torrential down pour we have been experiencing in East Africa lately. We are currently in the process of manufacturing a more effective fly sheet that will cover the whole tent area in the hope of overcoming this problem. However, the process of manufacturing these fly sheets in Kenya does take time & it is not possible to equip every vehicle immediately – it is going to take time.
In saying that, all tents will leak when the rains are excessive, but we are aware of the problem and we are actively seeking a solution.
Food rationing - In all the years we have been operating these trips, we have had very little complaint in regard to the quantity & quality of the food provided.
I honestly believe that we have some of the best safari cooks on the road who are capable of preparing good meals in the most difficult circumstances. The trip reports from your fellow travelers indicate that there was no shortage of food & in fact compliment the chef on his meals. Mention is made on this forum by a fellow traveler from your trip that there was not sufficient cheese for lunch on one occasion – hardly equates to food rationing when there was plenty of other food available?
The Trip Leader, Liz Bell is a very competent and resourceful young lady. To say that she knew nothing about Africa and had no interest in it contradicts the feedback received from 19 of your fellow travelers. Liz has been leading trips for us for sometime and her reports are normally very good. Sometimes client’s expectations of what the trip and the Trip Leader is about can get in the way of them actually enjoying the experience of Africa. I am not going to comment personally on the issue of any personality clashes between you, Liz and the rest of the group. From experience, unrealistic expectations of the trip leader or fellow passengers, or even Africa as a destination, will almost certainly lead to disappointment.
On the last 14 days of the 35 day trip that you were on this section covers some of the area known as East Africa. The trip incorporated both Kenya and Uganda with an option to see the gorillas in, either the DRC, Rwanda or Uganda. Due to the unusual weather conditions we have encountered here in East Africa over the past 2 to 3 months it was necessary to operate the trip in a reverse direction trusting that the weather and conditions would get better and allow us to visit the Masai Mara on the return from Uganda.
As per our brochure and itinerary:
From our base in Kisoro, depending on where permits are available, we trek in either The Magahinga or Bwindi National Parks in Uganda, The Virunga National Park in the DRC or at Rhuengeri National park in Rwanda.
You and your fellow passengers decided, by group vote, to trek in DRC despite Liz’s advice that this may not be possible due to reports of unrest in the region. Your group decision was based on the fact that permit prices in DRC were at that time, cheaper than in neighboring Uganda or Rwanda. Once it was established that DRC was definitely not a possibility our local agent was instructed to reserve permits in Bwindi National Park – the only permits available. The result being, that your group would have to stay in Kisoro and for go Lake Bunyoni. Lake Bunyoni is in our itinerary for that exact reason, to allow for extended trekking time should conditions dictate. The local agent, in a conversation with Liz, did suggest that it was a possibility for the remaining 8 pax to trek a day earlier under the pretence of visiting the pygmy village……. It is unfortunate that the local agent we were using considered this to be an option but in no way does this reflect on the Africa Travel Co and we do not condone this practice.
We have not taken so many clients to the gorillas by operating under dubious practices, or by obtaining permits by illegal means. We have now appointed another agent who we trust will be more ethical.
In closing I am disappointed that you haven’t contacted me directly.
No one likes to be criticized but if you felt that you didn’t get what was expected you do have the right to speak with me directly. I am the Founder & Managing Director and I am based in Nairobi, Kenya. Our East African Operations Manager is always there to greet the trucks when they arrive into Nairobi on a Saturday and he and I are ALWAYS at the departures the following day when the trips leave.
After the 21 day trip from Vic Falls to Nairobi you would have arrived into Nairobi on the Saturday the 20th of January 2007 and left again for the remaining 14 days on the Sunday the 21st of January 2007.
Both Brett and I were at the departure on the 21st of January 2007. We were also at the departure on the 4th of February when the remaining clients who were continuing on down south departed. Our Group General Manager, Leanne Guild led the southbound section from Nairobi with some of your fellow travel companions & had plenty of opportunity to discuss the issues raised with them.
I am the first to admit that this trip was challenging due to adverse weather conditions & various other factors beyond the control of our crew or company. However, judging from the trip feedback forms and Leanne’s discussions with your fellow travel companions, it would appear that unrealistic expectations is the major contributing factor for your lack of enjoyment.
If you were so unhappy why didn’t you come and introduce yourself and discuss the issues with us personally?
Once again I am disappointed that you didn’t enjoy your trip, if you would like to contact me directly you can do so on wataus@space.net.au
Kind regards,
Graeme Thomson
Founder and Managing Director
Africa Travel Co Ltd