Unfortunately we have escalated the issue to the Ministry of Tourism in Uganda for not receiving an answer from Ganyana Safaris.
It was a sad ending towards the end of our tour. We left the beautiful country with a heavy heart due to the mistreatment of Ganyana Safaris.
Below is our experience with Ganyana Safaris:
My husband and I participated in a 10-day safari organized by them. While the overall trip was enjoyable, there were significant issues related to activities that were paid for but not fulfilled, contrary to the original itinerary provided at the time of booking.
Specifically:
Day 7 Activity Omitted:
Our itinerary clearly included participation in the Queen Elizabeth Predator Project (“tracking lions and possibly leopards using radio collars”). This activity normally costs approximately USD 100 per person when booked separately. However, this activity was not arranged. Furthermore, the driver’s itinerary (attached) does not include it, despite it being part of the agreed package.
Domestic Flight Cancelled Without Refund:
The package also included a domestic flight from Bwindi to Entebbe scheduled for 22 April. On 21 April, we were informed that the company had failed to secure the tickets (less than 24hrs before the flight). Instead, we were forced to drive back (11hrs in total), despite prior written confirmation that the cost of the flight (USD 600) was included in our package (evidence attached).
Since returning, my husband have been repeatedly requesting a partial refund. He requested a refund of USD 500 (USD 300 for the flight and USD 200 for the omitted activity). Despite weeks of communication, the owner, Mr. Kizito continues to stall and has refused to arrange a face-to-face meeting, even when we were back in Entebbe.
Evidence that we have including
– a Copy of the original itinerary
– Email correspondence confirming the USD 600 for the domestic flight
– WhatsApp communication with Mr. Kizito
I would appreciate it if Ganyana Safaris can take this matter seriously and assist us in the refunds.