Dear traveller,
Thank you for taking the time to share your feedback. We're truly sorry to hear that your experience didn’t meet expectations — that’s never what we want for any of our travellers.
We’ve reviewed all the correspondence from your trip, and from what we can see, support was provided promptly whenever you reached out — including assistance with a potential flight change and your Cape Town transfer with two stops. While your Client Experience Expert was away on leave for part of your journey, another team member stepped in and remained fully across your itinerary, responding quickly to your requests.
That said, we’re concerned to hear that you felt unsupported at any stage. Your Client Experience Expert also sent you an email on 10 April in the hope of connecting with you personally and understanding more about what may have gone wrong, but we haven’t received a reply yet. We’d still really appreciate the opportunity to hear more, as your feedback is important to us and helps us improve.
You also mentioned the lack of 24/7 availability on WhatsApp — which we completely understand can be frustrating. We’re currently reviewing how we manage after-hours communication to provide better clarity and support moving forward. It’s worth noting that our 24-hour emergency assistance line was available throughout your trip, though we did not receive any missed calls or messages via that channel.
We’re committed to making every journey feel seamless and personal, and we’re genuinely sorry to hear that this wasn’t your experience. If you’re open to reconnecting, we’d truly value the chance to understand more and ensure this doesn’t happen again.
Warm regards,
The Go2Africa Team
