IT
35-50 years of age | Experience level: first safari
An experience to absolutely forget!
BAD EXPERIENCE!
We organized with this tour operator in December through word of mouth. We were supposed to do 4 days of safari, with a stop at Ngongoro crater and Serengeti. Unfortunately my wife was very ill and we had to interrupt the second day. Upon our return to Italy we contacted our contact to receive a refund, considering that we did not use all the services and that part of the costs incurred, such as entrance fees to the parks, were not used, and are reusable. We discovered how difficult it is to obtain this, and we do not understand why. The jeep that we had booked for 4 days was only used for 2, and we moved from Arusha to a village near Ngongoro and the crater, and then returned to Arusha, doing very little road. This money was not refunded to us! After two weeks of insistence and ordeal we received a partial refund of these expenses, which were partly refunded to our contact who proceeded to send us the money. This behavior is certainly reprehensible, not very transparent and incorrect, for this reason I absolutely do not feel like recommending the tour operator in question and I recommend reviewing the company policies, in favor of correctness and the principles of good faith, which were brutally trampled on towards us. We paid a lot of money to do practically a day and a half of safari!!!
(automatic translation from Italian)
DE
35-50 years of age | Experience level: 2-5 safaris
Operator cancelled trip one day before departure date!
I rested with my family on Zanzibar and we decided to go on a four-day safari in Tanzania.
Through the www.safaribookings.com I found several companies that do safaris in the Tarangire / Ngorongoro / Serengeti.
I made a request, more firms answered me.
Among them was the company Twinkle Star Tours and Safaris.
They gave me the best price and a perfect program, we agreed everything to the smallest detail.
To save money, I decided to buy tickets by local airlines from Zanzibar to Kilimanjaro myself.
When I bought the tickets, agreed with Twinkle Star on the dates and times of transfer, right on the day before of our departure from Zanzibar, Twinkle Star said that he could not conduct a safari, but his acquaintance from the company Inno African Safari would hold it.
He gave me the contact of this other company and no longer answered my questions in the WatsApp.
I contacted this new company and he set me the price exactly twice as high as we agreed with Twinkle Star.
And this is the day before the start of the safari!
It was good that I had contacts and agreements with other companies and we quickly agreed on a safari with another company.
I warn all people on the www.safaribookings.com, do not mess with the company Twinkle Star Tours and Safaris.
35-50 years of age | Experience level: first safari
Unethical
I booked a 12 day safari in Uganda, Kenya, and Tanzania in September 2023 for a trip scheduled the end of June 2024 (fully paid for April 2024). At the time of booking I was promised all confirmations of lodges, flights. The beginning of June, I reached out to their office to request the promised confirmations 3 times. When I did finally receive the confirmations, they were only for the Uganda portion. I repeatedly requested the confirmations for Kenya and Tanzania and was repeatedly told “everything is reserved.” This turned out to be the first of many lies made by the head of the company, Simon. The day before my flight to Kenya, with no evidence of a flight from Entebbe to Nairobi, I contacted the lodge in Kenya to confirm my reservation. I discovered the reservation had been made but was not paid for, so they had not released the confirmation. Additionally, I was informed the Kenya agent they outsourced (they contacted her the DAY I ARRIVED to organize that portion!!) had not been paid for the additional 7 nights (lodging, flights, activities) in Kenya and Tanzania. My flight from Uganda to Kenya, which I was also told conflicting lies and excuses about, was purchased by an office worker 6 hours before scheduled departure. As of this time, the payment (which is significant) to the agent in Kenya (who is beyond superb) is unpaid by Azas. Avoid this company at all costs.
DE
20-35 years of age | Experience level: first safari
Bad service
Service poor, tried to follow up told me they can only refund 60 dollars ,till yet no refund just apologises I been following up .never will I spent my money on them again .try at your own risk ,
20-35 years of age | Experience level: 2-5 safaris
Horrible experience! Stay Away
The guide Humphreys was disrespectful to stay the least. Our trip to Amboseli was the worse trip we have taken so far. It started with Humphreys coming late to pick us up at Nairobi and taking us via dirt road to Nairobi National park to "pay" some fees where he was turned down. We reached Amboseli late and the car broke down in the middle of the park! We were on a custom itinerary and we decided to meet at7:30 am and were having breakfast in the hotel. Humphrey claims that he came and was waiting but did not bother calling us. When we came out to the parking lot he was not there and his phone was not reachable. No-one in the hotel knew where he was either. He finally came and from the minute he came he started yelling at all of us (my husband, parents and in-laws) in front of the hotel staff for being late. He called us unprofessional several times in public and threw our luggage in the car. He cancelled our safari on his own without telling us and we came to know that only after we realized we were on our way to Nairobi. So much money paid for what?
When we came back to Nairobi and called the Bornfire office, initially they were sympathetic and agreed to look into the matter, and later sent us an email justifying each and every action of Humphrey and proved us wrong. Even the CEO was cc'ed in the email and we addressed an email to him and have not received a response. We have taken many trips to different part of the world, but this has been the absolute worse! Please please stay away unless you want to be humiliated.
35-50 years of age | Experience level: 2-5 safaris
Horrible
STAY AWAY!!!
We were soooo unlucky to have come to this place. The employee who was “helping” us seems very sure about all our requirements and gave us the package that we wanted. However, as soon we’ve started our journey lots of issues started to take place. We didn’t get what was promised in both hotels we’ve stayed in. The safari didn’t include the park fees, which we were not told about and the list goes on...
They were not helpful at all when we contacted them about the issues and in the end it spoiled our trip.
The driver was really good (Philip) but other than that it was a real disgrace.
They should be ashamed
AE
50-65 years of age | Experience level: over 5 safaris
The tour guide was only interested to get his job done asap. Low knowledge about animals and nature.
Booking was easy and professional. We were picked up by the wrong tour operator which had almost the same name but this was sorted out quickly. The car which we booked had technical issues so we ended up with an alternative for the first day. Our driver and guide was the worst ever. Very bad experience.
20-35 years of age | Experience level: first safari
Scam!!! Azas are con artists and scammer who did not deliver on anything we paid for.
Azas Safari Uganda SCAM
My husband and I are in Africa on our honeymoon. We booked a 3 day Azas Safari to see the Mountain Gorillas at $4180USD. Our trip included return flights from Entebbe to Kihihi, accomodation at Mahogany Spring Lodge, Gorilla Permits, guide, meals and park entrances. We arrived in Entebbe and stayed at the recommended hotel, we were in constant contact and communication with Azas the entire time however they began to get less and less responsive on sharing required details around flights, permits etc. We were told, by Azas, to go to the Aerolink office at Entebbe where we found out we were never booked on flights and had to pay for our own return flights $895USD. Azas, still in communication with us via WhatsApp, assured us the permits were sorted so we proceeded to purchase the flights and flew to Kihihi. We were met by a guide who took us to our accommodation where we found out that no permits had been secured. After speaking with anyone and everyone that we possibly could to rectify the situation we then had to purchase the permits ourselves $1600USD.
Azas are awful human beings who have scammed and completely ripped us off and continued to string us along.
We have reported them to the Ugandan police and tourism authority.
DE
50-65 years of age | Experience level: 2-5 safaris
Avoid the company, they are fraudsters and liars
We were cheated by that company by around 2.400 USD.
We have fixed a ten days safari with them and paid all money that was agreed onin advance by international bank transfer.
We arrived at the 29.07. 2024 very early in the morning
It was agreed upon that we should be picked up at the airport but nobody was around. All the other tourists were warmly welcomed by their safari companies. We then called the K hotels where we were supposed to spend the rest of the night and the next night before the safari.
The problems already started there because KHotel wanted us to pay extra money for the early check in although it was fixed in the contract that the accommodation before and after our trip should be paid by
AZAS, which they did not do, even the night before our departure and the trip to the airport we had to pay by ourselves.
During the trip there were a lot of irregularities that should be communicated.
From the 31.08.- 03.08. 2024 it was fixed in the programme that we should spend 3 nights at Mweya safari lodge based on full board.
When we arrived at the Mweya safari lodge the manager,
Mr Brian Maher, told us that the lodge was booked by AZAS but unfortunately not paid yet.
Staying at this lodge was a compromise Azas agreed upon before we started the trip.
The former set up contract says that we should have been accommodated at the Karambuya Gorge lodge which the did not book fast enough, so the prices went skyhigh and they could not deliver that lodge.
After that frustration and some whatsapp traffic Simon, the head of Azas, told us that the payment unfortunately bounced back to their account and he did not know what the issue was, he then requested us to pay the lodge by credit card and by arrival from the trip he assured me to give back the money, 1.856 USD at the KHotel in USD cash, before we would check in.
So finally we did the payment and when arriving at the KHotel nobody was there to give us back the promised money.
When checking in the last two nights at KHotels we heard that he did not pay for the last night either which cost us another 310 USD. + airport transfer.
He also did not pay for the trip of the top of the Murchisson falls which was agreed upon in the programme.
To make it short Azas is absolutely unreliable.
They are big pretenders that do not deliver what is fixed in the set up contract.
To make it short AZAS is absolutely unreliable. They are perfect cheaters who want to make a fool of their clients.
Avoid them!
I can prove everything that I have written, the facts are overwhelming!
20-35 years of age | Experience level: first safari
The good, the bad and the very ugly parts of It Started In Africa
I experienced a the good, the bad and the ugly parts of this company, It Started in Africa.
I was a solo female traveller and safety was a priority. I knew I could have paid less with other companies, but the BBC Travel logo really did stand out to me. A company with BBC Travel as a partner would surely have set standards and uphold a duty of care to it's travellers.
Let me start off with the good. I was partnered with Martin who was an experienced safari guide and he was such a kind and caring guide. We chatted and he would educate me on all aspects of the country, the landscape, the trees/plants and all the details of the animals. He also helped me learn all the names of the animals in Swahili and I was very grateful to have him as a guide.
The company who mans the emails responded promptly to emails and the trip was arranged and paid for within a week of my initial email query.
The BAD:
The night before departure from home to Tanzania, I received an email to inform me of a mis-booking at Ngorongoro Crater. My option was to go to another campsite (not their first line recommended) or upgrade to their recommended. It was quite stressful to think that I had to pay another further amount and my tour hadn’t even started. I paid it but really thought the company should have covered the full cost as it was booked 1 month in advanced and the night before flying out I had to respond and ensure it was booked. The company advised that it was the accomodation’s fault, but really, it should have been picked up on confirmation not reconcilliation, days prior to my tour.
My other bad part was on my 2nd last day in Arusha where I was no longer on safari with Martin and planned and paid $125USD for a coffee plantation tour. The company sent me off with a Driver and a guide named James. James kept questioning why I want to go on the coffee plantation tour and tried to persuade me to go to a Tanzanite tour (it was obvious he wanted to commission for tanzanite purchase). He was quite persistent & I had to be firm and say it was a coffee tour he was to take me to. He kept pushing me so I agreed with enough time after the coffee plantation tour I would go.
Instead of taking me to the half day plantation tour (included lunch at the plantation) that was 1+ hr away from Arusha (Moshi - tripadvisor has it rated well) he tried to do a dodgy self tour by the side of a road of a coffee farm. Understanding the tour (from other people I met along the way) and that a 30minute drive in traffic was not Moshi, I spoke up. James then proceeded to say I had to pay for that tour. I told him I have! They then drove me to this town at the foots of Mt Meru to a plantation, stopping and asking for directions along the road (this was not the one I was to visit) and I was asked to pay $51USD. After saying (again) I had paid, and knowing this is not the right place, I thought I was stuck in the middle of nowhere, feeling a unsafe and on my own with 2 men the company sent me off with who clearly have not taken me to the correct place, I will be quiet and go along with it. But after it clearly was not what I paid for, I asked to speak to Mathias (Manager of Arusha office). James kept ignoring my many pleas. After another 15 minutes, I got really mad and demanded it and refused to walk any further and pretty much had to raise my voice and have a meltdown-like tantrum until he eventually did. I spoke to Mathias and said I was not taken where I was suppose to be, it was 3pm, I have lost a day and would like to return to the office for a refund then back to my hotel. I told him I do not feel safe here - during this tour, a group of school children followed behind me stealing my water bottle which I happily said was fine, but they went to unzip my backpack and grabbed my hand and asked me for my watch as well. My guide James was walking 5-10m ahead intently listening and learning from the other tour guide. James continued to avoid taking me back to the office for a refund and insisted I continue the tour. I was stuck and just agreed to get it over and go back to the safety of my hotel. During the tour, James took photos of me on his phone. I was not happy about the whole unsafe situation I was in. I was walking with 2 men into farming land away from other people on a tour I did not feel was real. Luckily, the tour finished off, and they asked me to tip the guide. I refused as it was not the tour I paid for. On the drive back, James thought it was amusing to take more photos of me in the car - I was furious! I asked him to delete all photos of me and he tried to just delete 1. I was stern and said all. Whether he did or not, I do not know.
Eventually they returned me to my hotel (refused to take me to the office for a refund) & told me Mathias the manager, would meet me at the hotel. Mathias avoided me. My hotel manager overheard my terrible experience that evening (3 hours after my return) and contacted the company to ensure someone came down to chat to me. Without the hotel manager's persistence, I doubt anyone would have met me to apologise. A large, unfriendly, and unkept man arrived to the hotel and after explaining the events, he did not offer an apology. In fact I felt he was sent to intimidate me into submission. I stood my ground and he eventually got on the phone and let me speak to Bernard the Tanzania Manager for It Started In Africa. I had to explain the days events again, and I was quite fed up at this point so I told him that he needed to do the right thing and refund the money. I said I know he can refuse, but if his company was truly apologetic in sending me off with 2 men who cheated me of a tour I paid for, he would organise a refund. Eventually, Bernard assured me that they would refund me and that the following day Mathias would have the money in cash for me at the hotel for my airport transfer.
The ugly...
the following day, they made my guide Martin return to Arusha (from his home town 1 hr south of Arusha) to smooth it over. When I still wanted my refund they handed me 1/3 of the value. Another man was there also (to intimidate me?). They arrived 20mins late for my airport transfer and had to remind them the amount owed. Martin wrote it down and got on the phone to Mathias. After a drive to the office, Mathias finally met me. He handed another 1/3 of the value. I was still short! He made excuses that he wasn't told the amount. I knew my guide Martin called him up and said in Swahili the exact number (i learnt the swahili numbers). I confronted Mathias who did not expect me to know the Swahili numbers. Mathias returned with the rest of the money and then made an excuse that the person who organised the refund did it wrong - Mathias is the office manager! Who else would organise it? Another terrible lie!! 1 hour behind schedule we headed to the airport. Along the way, the other man in the car spoke in Swahili to Martin and laughed about me - I referred to the the guide and driver that day as cowboys, and this man repeated it and laughed. I did not find this professional sitting next to him while he made fun of me and gave me intimidating stares. My guide Martin did not respond, being the professional he was and knowing that I understand a few words of Swahili.
Later, I found my itinerary with the full amount breakdown and circled the value to be refunded in the car! They knew the amount to be refunded and hoped to get away with less. It was very upsetting that I had to deal with 5 different men who attempted to intimidate me and waste time to avoid a refund!
I was left in tears from the emotional experience.
It was truly a corrupt Arusha Office!
I arrived at the airport late and just made my flight - my luggage was not able to make the flight.
On return I wrote an email to the Europe base and they were not even informed of this incident and mishandling afterwards. Joao in customer relations did well in responding with an apology & a promise of a full investigation. I asked to see the report and was told this can take long to prepare. I really hope they investigate and learn from this incident and mishandling but I am not to know if they will actually follow this up. I acknowledge that a full refund was given for the extra night accomodation and day tour that I was cheated out of, and they refunded the extra amount I had to pay for the last minute change in accomodation.
Tanzania was a beautiful country and I would definitely love to return. But would I chose to go on tour with It Started In Africa? Definitely not!
I have written this review so that anyone who does go on tour with It Started In Africa - be careful!! Make sure you are aware of what you paid for and if you are cheated of any experience or tours you paid for, you get the refund!
If you are thinking twice about this company - do some further research! While on tour I came across the most popular Leopard tours, trek2kili, Abercrombie & kent etc
But if you chose to try It Started In Africa - do your research & be self aware!!