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Ressenyes de Indigo Safaris | Opinions d'atenció al client per a | {{merchantUrl}} Feefo

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Gary Oxman

Verficada per Feefo

Portland Oregon, USA

7 years ago

Què Gary Oxman va dir sobre Indigo Safaris:

Snorkeling with sperm whales - experience of a lifetime

Pre-travel information about the trip and its activities was solid (but not extensive), and pre-trip communication was timely and responsive. Trip activities were well-organized, made good use of...

Llegeix més

Ressenyes sobre un producte

Data de la compra: 01/12/2018

0

Client de confiança

Verficada per Feefo

7 years ago

The worst trip I have been on. Waste of money.

I thought the trip was awful. I have been travelling for over 12 years and been on many different trips with many different companies and this is the only trip I have ever complained about. From...

Llegeix més

Christopher

Indigo Safaris

7 years ago

This review should be placed in the review of the product provided in country, rather than the booking service, but I will answer it here. We replied to Mr Morris to express our disappointment and that we would follow up immediately with Chameleon.

The driver actually arrived before the scheduled pick up (scheduled for 0715), but Mr Morris was booked under a different name and had not informed reception staff. When the guide asked them if there was a Mr Morris in the property, they said that there was not, so he left to contact his office and then returned to find the client.A 14-minute delay is not ideal, but is really not a calamity either.

Below is the reply from the management team at Chameleon.

"Dear Chris,

Firstly, we would like to thank you for taking some time to give us feedback about the serious complaint from your client Ed Morris who was on Safari with us on 27 Nov 2018. Client feedback is of the utmost importance as this is the only way which enables us to continue to improve our service and to be made aware of any issues and problems that the clients had while being on tour with us. Sorry for only getting back to you today, we had to do a thorough investigation with Denzel who only came back from Safari Sunday afternoon. We would like to offer our sincere apologies that Ed Morris was not happy with our guide Denzel on his safari. This is something that we take very seriously as we want each and every client to leave Namibia with a good understanding of our precious country and all it offers. We continually work with our guides to build their depth of knowledge, offer an excellent service level, as well as being able to gauge when to give additional information so that clients feel satisfied with the standard of information provided during their trip.

We did some investigation and would like to explain the following. On the day of departure Ed was booked in at Arebusch Lodge. Our guide Gideon arrived at Arebusch Lodge at 07h04 and asked at Reception for a Mr. Ed Morris, where the staff from Arebusch Lodge informed him they have no Ed Morris who stayed there for the night. Thus on his way back to the Chameleon Safari office, Arebusch lodge phoned the office and said they made a mistake and there is a Mr Ed Morris at the lodge. The guide then returned to Arebusch and found Mr Morris sitting outside on a bench waiting for him, the client was picked up at 07h29 and taken to Chameleon Safaris Head Office for the pre departure briefing done by Jackie. We addressed the issue with Arebusch Lodge, whom claimed that the booking at Arebusch Lodge was not made under the name of Ed Morris.

Denzel has been employed by Chameleon since the 5th of June 2018 and completed 5 months of Probation, where he completed his last assessment on the 28th of October with our Operational Manager Willem Minnaar (also a qualified guide). During the past 5 months Denzel was sent on the Dunes & Wildlife Safari each week with another guide getting in depth training and he had been assessed on numerous occasions, while we as Management which included Claire, myself and Willem were also on Safari with him. He did his first solo Safari on the 06th November 2018 and this is the first serious complaint we have had regarding Denzel. As Chameleon's reputation is so highly at stake here, we have decided to take Denzel off the road as a guide, and disciplinary action has been brought against him to ensure that this will not happen again.

In our discussion with Denzel, he mentioned that he told the clients on this specific Safari that there had been some heavy rainfall in the previous days in the Eastern parts of Etosha, which affects the movements of the animals considerably and if there is ground water most animals tend to move away from the waterholes and simply drink from puddles enabling them to graze/browse further afield and this can be away from roads so sightings may be distant. Ed insisted that Denzel should drive to the part where Ed believed animals would be seen, Namutoni, however this is not feasible on the scheduled itinerary as set. Denzel explained to Ed that it will not be possible with the time available to drive to and back from Namutoni, as this is not part of our Itinerary.

Whilst guides will often stop at waterholes during the rainy season, the focus will turn to spending time game driving around the park to find the animals, rather than wait at waterholes which are often less active. Of course, this can change on a regular basis depending on the weather conditions. The guide will also check out the sightings books in the reservation offices, speak to other guides and do their best to find the animals for you, unfortunately, with a park as large as Etosha when animals disperse at times it can be a challenge.

According to our tracking system our vehicles have installed, the overall speed driven was suitable for game driving, but we have recommended he should have spent more time at the waterholes when they had animals sighted and that game drives are optimal between 20-30 km/hour. Denzel said he normally starts with Game Driving his game drive at Halali at 07h00, and he did not take in consideration that the sun rises earlier (at 06h08) during Summer time. We have also informed him that he should have rather done a game drive before breakfast and rather let the clients have breakfast after the first game drive of the morning. As the game drive is his main focus instead of clients having breakfast. The overall time Denzel spent in Etosha Game driving on Wednesday 28 Nov was 6h22 min, according to our tracking system:

07h05 Departed from Camp Halali

08h20 Returned to Camp Halali to check guests out of Halali Camp and guests went to campside waterhole

Depart 10h00 another Game Drive

Returned to Camp Halali Camp for Lunch 12h07 (Lunch is prepared by the guide himself)

Left Halali Camp 14h00

Arrived at Taleni Etosha Village at 17h00

No sunset game drive was promised on Day 2 as our guides have to be out of the park prior to sunset, and the Itinerary specifies that we leave the park prior to sunset. Denzel had to check the clients into Taleni Etosha Village to have a welcome drink and also he wanted his clients to have a shower and the opportunity to swim at the pool, as some of the guests had complained about the heat. The random two people whom Denzel picked up were at Taleni Etosha Village. These were staff from the Lodge itself, and they were dropped off at the Staff Village, as we have an agreement with Taleni to assist their staff where possible.

On Day 3 (Thursday) we drive from Etosha Village to Swakopmund. On our way we stop over at 3 different tribal groups, the Herero, Himba & Damara speaking people. This is an educational day to learn more about the local people and experience the different cultures we have in Namibia. The handmade souvenirs which can be bought directly from these people is an opportunity to contribute to these communities at a grass roots level but not the main focus of the stops.

Denzel’s lack of enthusiasm and the fact that he did not perform to our minimum level of standards, has damaged the reputation of the Company and we would sincerely like to apologize for the lack of professional behavior of our guide. As Chameleons we will continue to improve the quality and service we provide to each and every customer and we will definitely keep on training our staff to adapt and change to the customers’ needs as a typical Chameleon does, as you, our valued Agent, and our clients are our top priority."

The cultural element of the tour was delivered as promised, that it did not enthuse Mr Morris is unfortunate, given that it was clearly described in the tour itinerary provided to him before he booked. The route in Etosha was followed to the letter, but given the late depart from Halali for the morning game drive from Halali and the substandard guiding provided in Etosha, we arranged a fair, generous refund for the client.

Christopher Bartlett

Managing Director, Indigo Safaris Ltd.

Ressenyes sobre un producte

Christopher

Indigo Safaris

7 years ago

. We replied to Mr Morris to express our disappointment and that we would follow up immediately with Chameleon. The driver actually arrived before the scheduled pick up (scheduled for 0715), but Mr Morris was booked under a different name and had not informed reception staff. When the guide asked them if there was a Mr Morris in the property, they said that there was not, so he left to contact his office and then returned to find the client.A 14-minute delay is not ideal, but is really not a calamity either. Below is the reply from the management team at Chameleon.

"Dear Chris,

Firstly, we would like to thank you for taking some time to give us feedback about the serious complaint from your client Ed Morris who was on Safari with us on 27 Nov 2018. Client feedback is of the utmost importance as this is the only way which enables us to continue to improve our service and to be made aware of any issues and problems that the clients had while being on tour with us. Sorry for only getting back to you today, we had to do a thorough investigation with Denzel who only came back from Safari Sunday afternoon. We would like to offer our sincere apologies that Ed Morris was not happy with our guide Denzel on his safari.

This is something that we take very seriously as we want each and every client to leave Namibia with a good understanding of our precious country and all it offers. We continually work with our guides to build their depth of knowledge, offer an excellent service level, as well as being able to gauge when to give additional information so that clients feel satisfied with the standard of information provided during their trip. We did some investigation and would like to explain the following.

On the day of departure Ed was booked in at Arebusch Lodge. Our guide Gideon arrived at Arebusch Lodge at 07h04 and asked at Reception for a Mr. Ed Morris, where the staff from Arebusch Lodge informed him they have no Ed Morris who stayed there for the night. Thus on his way back to the Chameleon Safari office, Arebusch lodge phoned the office and said they made a mistake and there is a Mr Ed Morris at the lodge. The guide then returned to Arebusch and found Mr Morris sitting outside on a bench waiting for him, the client was picked up at 07h29 and taken to Chameleon Safaris Head Office for the pre departure briefing done by Jackie. We addressed the issue with Arebusch Lodge, whom claimed that the booking at Arebusch Lodge was not made under the name of Ed Morris.

Denzel has been employed by Chameleon since the 5th of June 2018 and completed 5 months of Probation, where he completed his last assessment on the 28th of October with our Operational Manager Willem Minnaar (also a qualified guide). During the past 5 months Denzel was sent on the Dunes & Wildlife Safari each week with another guide getting in depth training and he had been assessed on numerous occasions, while we as Management which included Claire, myself and Willem were also on Safari with him. He did his first solo Safari on the 06th November 2018 and this is the first serious complaint we have had regarding Denzel.

As Chameleon's reputation is so highly at stake here, we have decided to take Denzel off the road as a guide, and disciplinary action has been brought against him to ensure that this will not happen again. In our discussion with Denzel, he mentioned that he told the clients on this specific Safari that there had been some heavy rainfall in the previous days in the Eastern parts of Etosha, which affects the movements of the animals considerably and if there is ground water most animals tend to move away from the waterholes and simply drink from puddles enabling them to graze/browse further afield and this can be away from roads so sightings may be distant. Ed insisted that Denzel should drive to the part where Ed believed animals would be seen, Namutoni, however this is not feasible on the scheduled itinerary as set. Denzel explained to Ed that it will not be possible with the time available to drive to and back from Namutoni, as this is not part of our Itinerary.

Whilst guides will often stop at waterholes during the rainy season, the focus will turn to spending time game driving around the park to find the animals, rather than wait at waterholes which are often less active. Of course, this can change on a regular basis depending on the weather conditions. The guide will also check out the sightings books in the reservation offices, speak to other guides and do their best to find the animals for you, unfortunately, with a park as large as Etosha when animals disperse at times it can be a challenge. According to our tracking system our vehicles have installed, the overall speed driven was suitable for game driving, but we have recommended he should have spent more time at the waterholes when they had animals sighted and that game drives are optimal between 20-30 km/hour. Denzel said he normally starts with Game Driving his game drive at Halali at 07h00, and he did not take in consideration that the sun rises earlier (at 06h08) during Summer time. We have also informed him that he should have rather done a game drive before breakfast and rather let the clients have breakfast after the first game drive of the morning. As the game drive is his main focus instead of clients having breakfast.

The overall time Denzel spent in Etosha Game driving on Wednesday 28 Nov was 6h22 min, according to our tracking system:

07h05 Departed from Camp Halali

08h20 Returned to Camp Halali to check guests out of Halali Camp and guests went to campside waterhole for game viewing

Depart 10h00 another Game Drive

Returned to Camp Halali Camp for Lunch 12h07 (Lunch is prepared by the guide himself)

Left Halali Camp 14h00 Arrived at Taleni Etosha Village at 17h00

No sunset game drive was promised on Day 2 as our guides have to be out of the park prior to sunset, and the Itinerary specifies that we leave the park prior to sunset. Denzel had to check the clients into Taleni Etosha Village to have a welcome drink and also he wanted his clients to have a shower and the opportunity to swim at the pool, as some of the guests had complained about the heat.

The random two people whom Denzel picked up were at Taleni Etosha Village. These were staff from the Lodge itself, and they were dropped off at the Staff Village, as we have an agreement with Taleni to assist their staff where possible.

On Day 3 (Thursday) we drive from Etosha Village to Swakopmund. On our way we stop over at 3 different tribal groups, the Herero, Himba & Damara speaking people. This is an educational day to learn more about the local people and experience the different cultures we have in Namibia. The handmade souvenirs which can be bought directly from these people is an opportunity to contribute to these communities at a grass roots level but not the main focus of the stops.

Denzel’s lack of enthusiasm and the fact that he did not perform to our minimum level of standards, has damaged the reputation of the Company and we would sincerely like to apologize for the lack of professional behavior of our guide. As Chameleons we will continue to improve the quality and service we provide to each and every customer and we will definitely keep on training our staff to adapt and change to the customers’ needs as a typical Chameleon does, as you, our valued Agent, and our clients are our top priority."

The cultural element of the tour was delivered as promised, that it did not enthuse Mr Morris is unfortunate, given that it was clearly described in the tour itinerary provided to him before he booked. The route in Etosha was followed to the letter, but given the late depart from Halali for the morning game drive from Halali and the substandard guiding provided in Etosha, we arranged a fair, generous refund for the client.

Christopher Bartlett

Managing Director, Indigo Safaris Ltd.

Data de la compra: 30/11/2018

0

CM

Caio Magan

Verficada per Feefo

São Paulo

7 years ago

Què Caio Magan va dir sobre Indigo Safaris:

Awesome experience, but...

We stayed for 3 days and 2 nights in Chobe National Park, camping there. It was an amazing experience, and we got very lucky that the first day was super hot, so many different animals were going to...

Llegeix més

Christopher

Indigo Safaris

7 years ago

Thank you for your feedback.

Concerning your point about the lack of fences around the campsite, that is totally normal as there are not meant to be any, it is part of the wildlife experience, and much sought after by most travellers. Nowhere in the trip description or the itinerary provided to you does it say that campsites are fenced.

Regarding your major point of dissatisfaction, as with most situations, there are different perspectives. I appreciate that you may have felt scared, and as soon as I read your review, I contacted the ground operator to hear their side of the story, as we have been working with them for 6 years without a single complaint. Whenever I have used them to check their standards are still in line with ours, their guides have been knowledgeable and client safety and animal welfare has always been paramount. The process has taken a long time as your review was three days after the tour finished, and Tanya and other guides present on the river that day had started other tours, some of which are a week long. As we point out in our terms and conditions in all invoices, if there is any issue on a tour, the first course of action should be to point it out to the management on site. They are the best placed to take immediate appropriate action. Days or weeks after the event, little can be done. If you felt uncomfortable approaching them, you could have contacted either your booking agent or myself, and we would have spoken on your behalf immediately and investigated the situation.

Here is the reply from the Operations Manager:

`'Dear Christopher,

I have been speaking to our guides, as you know there were other guides from our company helping Tanya, and I called Tanya to a meeting, and the time frame given when the boat was not working was 10 minutes where the boat was without power. The engine started to become faulty on their way back from their cruise, meaning they had their full boat cruise and would not be going further into the park. As well as Tanya keeping a distance from the hippo pond, there was another guide from our company close by, our guests were not in danger.

To the comment that elephants were spotted 300 meters away: The elephants were on Sedudu Island and there was no possibility for Tanya to get closer, there are rules and regulations on the water, the guests might think she could go closer from entering another channel but as they were on their way back this is not allowed. Tanya always briefs the guests when starting out on the water. She does mention that she evaluates the situation ahead and if she is not comfortable with the situation then the guests should know that she will not approach the animals close by and this is connected to the safety of her guests. Tanya says that she is not afraid of the animals, but the fault of the boat made her be extra careful going through the hippo pond. I think she reacted correctly in this situation as we should respect for the animals for the safety of our guests, this is our number one priority and this should be seen as a positive. In Tanya's briefing she does explain the hippo's behaviour and that they are territorial animals and because of this we should show respect to the hippos.

In my meeting with her, she did mention that one of the guests did ask her if she was ever chased, her answer was a simple -yes. She says she has not been chased 7 times and she does not understand where this figure comes from.

We do ask our guests to help to tie-off the boat when coming close to the jetty, this is nothing that only Tanya does. When I asked her about the sunglasses, she says she did not see any glasses being lost in the river, and the guests did not report it to her. It is a shame that the clients did not say anything to any staff straight after the cruise. I was on duty all day. Kristin, Operations Manager, Kalahari Tours."

Having written to them and spoken to them, I still feel that client safety and animal welfare are still top of their priorities. The engine break down probably lasted more than 10 minutes, but was much less than one hour, other guides from the ground handler were aware of the situation and monitoring it. At no point were you in danger and the boat cruise provided was the full experience you booked.

Data de la compra: 05/12/2018

0

DH

David Holmes

Verficada per Feefo

Norwich

7 years ago

Què David Holmes va dir sobre Indigo Safaris:

Nice people to deal with!

Very nice people to deal with when booking a bespoke trip! They have good knowledge of the locations and provide some excellent information.

Ressenyes sobre un producte

Data de la compra: 20/09/2018

0

CJ

Carl-Joan Jagusch

Verficada per Feefo

7 years ago

Què Carl-Joan Jagusch va dir sobre Indigo Safaris:

Brilliant experience.

Prompt responses to questions asked.

Ressenyes sobre un producte

Data de la compra: 26/11/2018

0

NS

Nicole S.

Verficada per Feefo

NY

7 years ago

Què Nicole S. va dir sobre Indigo Safaris:

stand-out experiences

I've had a number of really positive travel experiences with Indigo Safaris. I'm excited for my next trip with them- which I've already booked! For each adventure, Chris' expertise and first-hand...

Llegeix més

Ressenyes sobre un producte

Data de la compra: 03/07/2018

0

TR

Tara Ratnam

Verficada per Feefo

7 years ago

Què Tara Ratnam va dir sobre Indigo Safaris:

Perfect score to Ines Moosman who answered ALL my umpteen queries with great patience, precision and promptness. This help[ed me a great deal in making my decisions. I found her very professional...

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Ressenyes sobre un producte

Data de la compra: 23/10/2018

0

Client de confiança

Verficada per Feefo

7 years ago

Outstanding listeners and trip planners!

Ines worked with us to plan a perfect trip including 3 locations and a variety of experiences on short notice. The lodging, logistics and fulfillment of our special requests were excellent, complete,...

Llegeix més

Ressenyes sobre un producte

Data de la compra: 31/07/2018

0

RS

Robert Spector

Verficada per Feefo

7 years ago

Què Robert Spector va dir sobre Indigo Safaris:

A great adventure

Not just a vacation but an adventure. Our agent ,Ines, planned everything to a tee.It was a great trip,great accommodations, great camps with wonderful personnel

Ressenyes sobre un producte

Data de la compra: 28/09/2018

0

LD

Lucyna Debski

Verficada per Feefo

7 years ago

Què Lucyna Debski va dir sobre Indigo Safaris:

Perfect!

Everything was really perfectly arranged, all transfers were on time and we were welcomed at the reception desks. We liked chosen accommodation very much and order of our route was also well thought...

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Ressenyes sobre un producte

Data de la compra: 09/09/2018

0

Ressenyes de Indigo Safaris

Dominica Sperm WhalesMés ressenyes d’aquest producte (4)Veure la pàgina del producteThe trip experience was incredible. It is a true privilege to be in the water with sperm whales, and Indigo Safaris handled activities in a way that was respectful of the whales while providing...Llegeix més

4 Days Etosha and SwakopmondMés ressenyes d’aquest producte (1)Veure la pàgina del producteTour guide didn’t care less about us seeing wildlife. Itinerary wasn’t followed & there was no enthusiasm from start to finish.

10-day South AfricaMés ressenyes d’aquest producte (1)Veure la pàgina del producteLoved the safari in Madikwe and the transport services provided were also good. The Cape Town stay was very memorable and we had some lovely memories.

17-day Bushways Leoprad SafariMés ressenyes d’aquest producte (1)Veure la pàgina del producteExceeded my expectations, just a fantastic safari experience

Zanzibar and Mozambique dive tripMés ressenyes d’aquest producte (1)Veure la pàgina del producteInsanely cool underwater life.... like another world!

3-day Marc'sMés ressenyes d’aquest producte (1)Veure la pàgina del producteThere's nothing negative in the four stars I have given My experience would be five star had I spotted Rhinos and cheetah perhaps. So you see, I have no complaints at all about the trip...Llegeix més

10-day Southern Africa Short SafariMés ressenyes d’aquest producte (1)Veure la pàgina del producte

16-day Botswana & Cape Town holidayMés ressenyes d’aquest producte (1)Veure la pàgina del producte

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