How to submit a complaint

Raise the issue first with your guide or lodge manager. If it cannot be resolved in-country, write to us at info@safariquestz.com within 28 days of the end of your trip, quoting your booking reference.

Response timelines

• Acknowledgement within 2 business days.
• Initial investigation completed within 14 business days.
• Full written response within 28 business days.

Resolution process

We will investigate the facts with our suppliers, share our findings with you and propose a fair resolution. Where appropriate this may include service recovery, partial refund or a goodwill credit.

Escalation procedure

If you remain unsatisfied, your complaint can be escalated to the Director of Operations. Disputes that cannot be resolved are subject to the governing-law and dispute-resolution clauses of our Booking Terms.

Customer satisfaction commitment

We treat every complaint as an opportunity to improve. Lessons learned are shared with our guides, drivers and partners.