Katja Quasdorf, Marketing Manager at Jenman African Safaris and African Luxury Hideaways, responded as follows to the issues raised by Mr Camilleri:
Mr Camilleri joined our safari in October 2007, after having enquired with us a year in advance. 31 days before travel we are sending detailled itineraries including accommodation changes to all our clients.
Unfortunately during October 2007 the Etosha pans were being reconstructed, making reservations for many trips impossible, not only because of availability but also because it is not pleasant to stay in a construction site. Property renovations fall under "Force Majeure" as they are totally out of our control, we were fortunate to secure 2 nights in the park and one night outside Etosha National Park, which allowed us to have another Game Drive on Day 3 when leaving the Etosha National Park.
Family Camilleri experienced all activities and highlights as listed in the itinerary and we have not received any negative feedback from the seven other clients on this tour.
In our brochure, you will see that we specially indicate the tours that we are running in 4x4 vehicles and explain in detail what every vehicle looks like. As the route from Victoria Falls to Cape Town is not a 4x4 Route we used a Toyota Quantum with comfortable seats and even air conditioning. The clients were informed about this. [Jenman forwarded a copy of the brochure and itinerary that all the clients were sent before travel to us, please request if you would like to see this - Top Adventure Tours]
One of our staff unfortunately gave Mr Camilleri and his travel partner the wrong Visa information as she presumed that the visa regulations for Maltese clients are the same as for other European countries. As this occurred in the beginning of the tour, their holiday started on a wrong foot. Our terms & conditions and the itinerary that the clients have been sent before deciding to book state though that it is the onus of the client to arrange correct visas. We have apologised to our clients several times regarding the misinformation, and I would like to repeat this apology [via Top Adventure Tours].
I hope that family Camilleri could enjoy some of the highlights during their holiday through Zambia, Namibia and South Africa.
Kind regards
Katja
Edward Camilleri's response to the above:
I'm very surprised to encounter such a safari operator who repetitively twist facts. Below are the replies to the points mentioned:
The description of the safari vehicle I received before the safari was that "the windows have been custom-built to open completely so that you can take photos quite easily"(email dd. 12/9/2007) and "We have actually invested quite some money on having the windows specially converted to optimise the game viewing"(email dd 13/9/2007). On the safari we found that the windows barely open 3 inches before you close the window of the person in front/back!
As regards Visa information, I already told Jenman that my point was not the initial mistake committed by your staff. And the mistake was not as Jenman wrote in this web site, it was I quote "You can get the visa for Namibia at the border". We learned that one could not apply for any Visa at the border as Jenman said, be it a EU country or not. So please stop twisting facts. If Jenman did not assure us on this, for sure we would have got the correct documents.
Although this Visa mistake created a havoc with our holiday, we did not complain about this. We wanted to find a solution, but Jenman proved very difficult to help. We complained about the fact that it took us 2 days to convince Jenman staff to help us, and that there is an easy way out - which we had to find on the Lonely Planet Guide book. Your office did not want to help us because "it is our problem". If you want I will enter into more detail about your stupid suggestion to travel to Gabarone from Guma camp, I have it all written. What was only needed is a fax with our details to foreign office, and a VISA would be issued in a few hours. Before you did this I and the safari guide had to phone several times your office, and the general manager personal phone, show evidence that it was Jenman's mistake, and then finally you said that you will help push the application.
As regards the Ethosa pans, there was no construction in the second camp site. There was nothing holding us to stay another night as was planned. Also if camp site was not available there was nothing to hold you to plan further trips from outside. You stated in all the itineraries sent to us, up to the last one, that we will do "3 days of game drives", when in fact we did 1 1/2 days. Unlike what you said, everyone on the trip complained about this to the safari guide, but she was helpless, because she had to do as ordered.
Please do not even think that the above were the only "intentional" problems encountered. As we listed in our complaint letter to Jenman there were several. Most were due to lack of planning or incompetence from Jenman Safari's side. If anyone wants more details they are welcome to contact Top Adventure Tours for my email address.
