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. [Brochure and itinerary that all the clients were sent before travel available from Top Adventure Tours on request.]
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
