Dear traveller,
Thank you so much for taking the time to share your experience. We are really sorry to hear about the frustration caused by the delay in your refund. That’s definitely not the kind of experience we aim to deliver, and we can completely understand your disappointment, especially after such a highly anticipated activity was cancelled.
As soon as you reached out to us, your Client Experience Expert contacted our supplier to start the refund process. Unfortunately, there was some confusion on their side, as they hadn’t been notified that the balloon safari had been cancelled due to weather. This meant it took longer than we would have liked for the refund to be confirmed and passed back to us before we could get it to you – which we did as soon as the funds came through.
That said, we know it felt like far too long on your end, and we sincerely regret the inconvenience and the back-and-forth it caused. This has highlighted a gap that we’re addressing with our partners so future travellers don’t face the same frustration.
We’re really sorry that this experience has impacted your overall impression of Go2Africa. We’d love the chance to make things right and show you what a seamless and special journey with us can be like – should you ever consider exploring Africa again.
Warm regards,
The Go2Africa Team
