Safari Feedback and Complaint Enquiries

If you would like to share safari feedback and complaints with Pillars of Africa Safaris, use the website’s existing Contact page to explain your experience. Include enough information to identify your trip, describe what went well or what concerned you, and say what you would like considered.

You do not need to write a formal report. A clear account in your own words is more useful than a long message with important details scattered throughout it. The guidance below can help you prepare an enquiry without sharing unnecessary personal information or assuming a particular response or outcome.

Safari feedback and complaints: what to include

Your message may concern a positive experience, a suggestion for improvement, a question about an arrangement, or something you believe went wrong. State the main purpose near the beginning so the reader can understand why you are getting in touch before working through the supporting details.

If your message includes both praise and a concern, you can include both. For example, you may want to recognise someone’s helpfulness while also asking about an arrangement that differed from your booking information. Keep each point distinct rather than allowing one issue to obscure another.

Start with a short summary

Open with a few sentences identifying your safari and the reason for your enquiry. Give the travel dates, the name used for the booking, and a brief description of the matter. If you have a booking reference, include it, but do not delay writing simply because you cannot find one.

A useful opening explains the issue without trying to prove every detail immediately. You can then set out the sequence of events, refer to relevant correspondence, and finish with the question or outcome you would like considered.

Identify your trip and the arrangement concerned

Trip details help distinguish your enquiry from other bookings and conversations. Use the information shown in your own booking records rather than guessing a route name, date or reference. If your travel dates changed during planning, make clear which dates relate to the trip you actually took.

Identify the particular part of the journey connected with your feedback. Depending on your experience, that might be a transfer, an activity, a stay, a communication before departure, or an item described in your booking correspondence. Naming that part of the trip is more helpful than describing the whole safari as satisfactory or unsatisfactory.

• The name used when making the booking.
• Your travel dates, or approximate dates if the exact ones are unavailable.
• A booking or enquiry reference, if you have one.
• The destination or relevant part of your route.
• The arrangement, activity or communication your message concerns.
• A suitable way to contact you about the enquiry.

If you booked through another organisation

If another organisation arranged your booking, explain that relationship briefly. Distinguish between what that organisation told you and any communication you received directly from Pillars of Africa Safaris. This helps make the source of an expectation clear without assuming who was responsible for a particular arrangement.

If you are writing for another traveller, explain your connection to the booking. Avoid sharing their private information unnecessarily, and check with them before including personal correspondence or sensitive details.

Describe what happened and when

Set out the events in the order they occurred. Begin with what you understood had been arranged, then describe what happened and how it affected your experience. Separate what you directly observed from anything you were told afterwards.

Use dates and approximate times where they help explain the issue. If you are uncertain, say so: “during the afternoon transfer” is better than an exact time you cannot verify. There is no need to reconstruct every hour of the trip when the concern relates to one particular event.

Explain the difference between expectation and experience

Where your concern involves a booking description or promise, identify the relevant wording if you still have it. Explain how the experience differed, rather than relying only on a general description such as “not as expected”. If your expectation came from a conversation rather than a written document, make that distinction clear.

Describe the practical impact too. This might involve confusion about an arrangement, an activity you believe was missed, or an expense you want considered. Keep any amount tied to a record where possible, and distinguish an actual payment from an estimate.

Include any action already taken

If you raised the matter during your safari, note approximately when, with whom, and what response you received. Include any steps taken at the time, even if they only addressed part of the concern. This gives context without requiring you to repeat an entire conversation word for word.

Where several issues are involved, number them. A short paragraph for each issue makes it easier to understand which events, records and questions belong together.

Choose relevant supporting information

Supporting information is most useful when its connection to your enquiry is clear. A booking confirmation, a relevant message, a receipt or a photograph may help explain a specific point. Describe what each item shows rather than providing a large collection without context.

Start with the most relevant material. If the available contact method does not support attachments, summarise what you hold and ask how to provide it if needed. Do not assume that a file has been received or reviewed simply because you referred to it in your message.

Keep correspondence in context

When quoting a message, include enough surrounding wording to preserve its meaning. Dates and the sender’s role can help establish the sequence, but unrelated parts of a conversation usually add little. Distinguish a written confirmation from a suggestion, an unanswered request or your own interpretation.

Leave out unnecessary sensitive information

Check documents and screenshots before sharing them. Remove unrelated information such as full payment-card details, passwords, passport numbers or private conversations involving other travellers. Describe a relevant health concern only to the extent needed to explain the matter; avoid sending a complete medical history with an initial enquiry.

Keep an unchanged copy of your original records for your own reference. If you crop or obscure a document before sending it, make sure the remaining information still fairly represents the point you are making.

A practical checklist before you send

Use this checklist to review your message. It is a preparation aid, not a statement of required documents or a published complaints procedure. Include what is relevant to your experience and leave out anything that does not help explain it.

Part of your enquiry	Useful detail	Final check
Trip identification	Booking name, dates and reference if available.	Use details from your records.
Main concern or feedback	A short summary of the experience.	Make the purpose clear early.
Sequence of events	What happened, when and where.	Mark uncertain details as approximate.
Supporting information	Relevant correspondence or records.	Explain what each item supports.
Preferred outcome	The clarification or action you request.	Present it as a request, not a guarantee.
Privacy	Only information needed for the enquiry.	Remove unrelated sensitive details.

Explain what you would like considered

Finish the main account by saying what you hope your enquiry will achieve. You might want an explanation, clarification of a booking item, acknowledgement of an experience, or consideration of a specific remedy. If you are unsure what would be appropriate, explain the question you would like answered instead.

Be specific where you can, while keeping requests separate from confirmed entitlements. This page does not establish a refund policy, compensation entitlement, response deadline or guaranteed resolution. Any request needs to be understood alongside the relevant booking information and circumstances.

For positive feedback and suggestions

If you are sharing praise, describe what made the experience valuable to you. A particular helpful action or clear explanation gives more useful context than general compliments alone. For suggestions, explain what change would have helped and at what point in the journey it would have mattered.

Send your enquiry through the Contact page

Use the existing Contact page in the website’s navigation and follow the contact options shown there. A descriptive subject, such as feedback about your safari followed by your travel dates, can help identify the purpose of the message. Keep a copy of what you send and the records you refer to.

If you later need to add information, identify your earlier enquiry and explain what is new or corrected. Keeping the account consistent makes it easier to follow than sending several separate versions with different details. Do not treat a website enquiry as a substitute for immediate assistance if you are facing an urgent safety or medical situation.

When you are ready, visit the Contact page to share your feedback or concern with Pillars of Africa Safaris. A concise summary, relevant trip details and a clear request provide a useful starting point for your enquiry.