Popular Kenyan Travel Agency Bonfire Adventure has been exposed for its recent questionable customer service by one woman who is demanding her refund.
Dr Bosire Wairimu took to her Twitter account to express her frustrations with the travel agency. According to her, the agency has frustrated her efforts to spend time with her son, TJ, who is turning 6 next year. The trip was meant for her and son to bond as her job does not allow to do so.
Dr Wairimu paid for the trip worth $2530 (Ksh 253,000) on 27th June 2019 which was originally scheduled for August. The trip had to be postponed as her son’s passport was not ready at the time.
She communicates to Bonfire Adventures in advance to postpone the trip to the last week of November. Her handler, Mr Makeria, ensured that the flight tickets remain open. The doctor was shocked to later find out that Fly Emirates considered her a no show which meant she had to get new tickets which cost $850 (Ksh 85,000).
Early December, the doctor decided to publish a complaint on her Facebook complaint which forces the agency’s CEO Simon Kabu to reach out to her. He promises her that he would do all in his power to sort the issue if she took down the post.
Simon, however, goes silent on her for two weeks and Dr Wairimu makes a final attempt to contact him only to be told that the issue would be sorted in January.
Dr Wairimu is now seeking a refund of the Ksh 253,000 she paid in June.
Read the whole thread here:
Fam, I don't have a Merry Christmasbecause: A thread
In June/July I booked a holiday for my son and Faith(nanny) to Dubai because I am that mother whose work does not accord me the opportunity to be home most of the time..#BonfireRefundMamaTj@BonfireSafaris
I went ahead and paid the fill amount to @BonfireSafaris ahead of a trip scheduled for Aug. But fam, immigration delayed in issuing my son's Passport and we had to postpone! I communicate in time and we had the tickets apparently issued by @emirates open! #RefundMamaTj
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I went ahead and paid the fill amount to @BonfireSafaris ahead of a trip scheduled for Aug. But fam, immigration delayed in issuing my son's Passport and we had to postpone! I communicate in time and we had the tickets apparently issued by @emirates open! #RefundMamaTj
My handler, Mr. Marekia of @BonfireSafaris after some pushback ensured that the ticket was left open via @emirates . Shock on me to be told that @emirates declared a no show and have to pay $ 850 for new tickets!
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My handler, Mr. Marekia of @BonfireSafaris after some pushback ensured that the ticket was left open via @emirates . Shock on me to be told that @emirates declared a no show and have to pay $ 850 for new tickets!
Early December when I had had enough and I made a public complain on @BonfireSafaris facebook page #SimonKabu the CEO reached out to me, apologised and requested that I take the post down- I did. He also went ahead and promised to do all he could to make it happen.
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How can we build Kenya when companies like @BonfireSafaris breaks children's hearts of dream holidays so that they can spend quality time with Mummy before the year becomes busy! #SimonKabu refund the $2,500!#RefundMamaTj
This was my child's trip. I saved up to take two people who have been patient, loving and understanding to me in the year 2019 for a well deserved break- Tj and Faith .@BonfireSafaris#RefundMamaTj
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In a deleted tweet, Simon Kabu responded to the Doctor’s complaints citing that it was she who voluntarily cancelled the tickets and that she is suspended. He ended the tweet by saying that companies are also protected by law too.
Research by Breakingnews.co.ke has shown that there have been several complaints about the agency’s customer service and communication.
Leonardo Dias and Brenda Wanjiku took their complaints to Safaribookings.com stating that the agency booked them in the wrong hotels and made them incur more charges than they were informed of.
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…Leonardo Dias and Brenda Wanjiku
They were not helpful at all when we contacted them about the issues and in the end it spoiled our trip.
Safari Bookings itself doesn’t recommend local and international tourists to make plans with Bonfire Adventures.
Others have also expressed their frustrations on Google Reviews as shown in the following images.
What has been your experience with Bonfire Adventures? Let us know in the comments below.
