CUSTOMER SERVICE POLICY
WE GUARANTEE
Up-to-date, unbiased information and advice
The information about Aardwolf Africa Adventure Safaris that we provide will be as up-to-date, accurate and objective as we can make it. Although we are proud of our country, we are also honest. We tell it as it is to avoid disappointments to our clients. If you want very specific information, we will do our research for you.
CLOSE CONTACT AND QUICK RESPONSE
From the moment you contact us until your arrival in Kenya we will be available to supply you with information and respond to your queries as prompt as possible.Our standard practice is to reply within a day. If it is a difficult matter, we will acknowledge and tell you how long the process will take.
We’ll also provide you with a 24hr mobile ‘phone contact number in case anything unforeseen crops up.
YOUR OWN PERSONAL TOUR CONSULTANT
Once we’ve made contact, we’ll allocate you a 24hr, seven-day personal tour consultant. He or she will work with you to design your itinerary and make the necessary arrangements, keeping you fully informed at all stages. From your arrival in Kenya to the time you leave, your tour consultant will monitor what is happening and re-check all arrangements in advance to ensure that every element in your holiday seamlessly and effortlessly.
PROFESSIONAL TOUR GUIDES
We will provide you with a knowledgeable, friendly and professional local tour guide with plenty of experience, choosing them carefully to suit the itinerary and, most importantly, you! We usually use expert local guides because they have an in-depth knowledge of the destination. The quality of our guides is quite good. Each will be highly responsible, fluent in English and where need be provide one that can speak your language.
FAIR PRICES WITH NO HIDDEN EXTRAS
We apply a standard margin to all our tours. The amount we add is calculated to cover our costs and generate a modest profit, and never exceeds 20%. This applies to the agreed itinerary only – if you require help with, for example, a dinner reservation or arranging for a balloon safari, we won’t add anything extra to the price quoted by the restaurant or service provider.
If you ask us to make hotel or flight bookings only, the prices we quote will always be competitive and fully inclusive of all taxes and service – no hidden ‘extras’. If you want to visit souvenirshops or markets, there will be no obligation or pressure for you to buy anything – we don’t make deals to receive commission.
THE MONEY YOU PAY WILL BE SECURE
Protection for worldwide clients
For worldwide clients, when you book a tour with Aardwolf Africa Adventure Safaris, the contract will be between yourself and Aardwolf Africa Adventure Safaris (K) Ltd.
We are fully licensed by the Tourism Regulatory Authority of Kenya as aTour Operator. Our License number is TRA1/47/CO1/1165 which is renewable every year. We are also fully bonded members of KATO (Kenya Association of Tour Operators) member no. FE/599 and Eco Tourism Kenya.
COMPENSATION IF WE GET IT WRONG
If Aardwolf Africa Adventure Safaris or a third party contracted to us, fails to deliver a part of the agreed contract, we will reimburse you and, if necessary, seek redress from our contractor later. Failures that were the result of circumstances beyond our control and not limited to force majeure, such as cancellation or postponement resulting from government action or policy, war, civil unrest or natural disasters, are excluded.
PRIVACY
Concerned about your privacy? We are!
Your e-mail address or any other information you give us is used only for correspondence relating to your holiday or tour. Aardwolf Africa Adventure Safaris does not rent, trade, or sell the personal information you provide.
If you send us a request for information, an itinerary, or a booking, we’ll assume you are willing to provide the personal information that we require to design and manage your holiday or tour.
With the exceptions of breaches of Kenyan and/or international law and immigration regulations, and information necessary for sub-contractors to fulfil their responsibilities, anything you tell us will never be disclosed or made available to any third party without your willing permission.
After your tour, we’ll contact you to ask for your opinions and comments about your experience of travelling with Aardwolf Africa. Apart from seeking information to improve the quality of our services, we will ask you to review us through our company website.The decision to assist us in this way is entirely yours – our request doesn’t place you under any obligation.
We’ll also ask if you would be willing to respond to telephone, e-mail or mail requests from potential customers seeking confirmation of our probity.As above, this request does not place you under any obligation – feel free to say “No”.Should any changes to policy be necessary, they will be posted on this page.
REVIEWS & TESTIMONIALS
