Frequently Asked Questions


Can you help me book flights?

If we are booking your flights on your behalf, payment is required upfront to secure the flight price. We will require a copy of all passengers passports. Airlines require the full names of passengers as printed in their passports and will not accept changes once tickets are issued for security. It is your responsibility to check that all information is correct. Any additional charges for changes to flight tickets will be for your account.

What happens if my flight is cancelled?

In the instance where an airline if grounded for whatever reason, while we will facilitate the booking of new or additional flights, the settlement of such requirements will be for your account. Should the you qualify for any flight refunds, we will facilitate the refund process. Please note that in the event of a booking cancellation all flights are 100% non-refundable. In the event of a refund being granted for other reasons, please note that airline refunds take between six to eight weeks in normal circumstances.

What options do I have for travel insurance?

You must take out comprehensive travel insurance covering you for personal effects, personal accident, medical and emergency travel expenses, cancellation and curtailment. In the case of you not having such insurance please contact your Travel Consultant to request further details. Once again – it is strongly recommended that you do not, under any circumstances, travel without comprehensive travel insurance.

What is your cancellation policy?

You must send your cancellation request to us in writing – verbal cancellations will not be accepted. Our policy is as follows: Cancellation prior to eight (8) weeks of travel: Full 30% deposit is forfeited Cancellation four (4) to eight (8) weeks prior to travel: 50% of total cost is forfeited Cancellation less than four (4) weeks prior to travel: 100% of total cost is forfeited

What happens if a member of my travel party can’t make it?

If one member of your travel party cancels, this may mean that the price for the remaining member’s services will increase as they will be shared with fewer people. We will recalculate your holiday cost based on the new number of people travelling with any increases in costs being for the remaining part members’ account.

Do I need a visa if I’m visiting Kenya, Rwanda or Uganda?

A valid passport, not expiring for at least six months, is required for entry into Kenya, Tanzania and Uganda. A valid entry visa is also required and may be obtained in advance from the Kenyan Embassy or High Commission in your country of origin, or upon arrival in Kenya. Three-month single-entry tourist visas are available from all Tanzanian and Ugandan embassies (price subject to nationality).

Do I need any vaccinations before visiting east Africa?

It’s advisable to visit your doctor who will advise on whether you need any vaccinations or booster shots. You will need a yellow-fever vaccination when entering Tanzania and Zanzibar. Make sure you schedule it for at least 10 days before you travel.

Should I be concerned about malaria?

Malaria is endemic in tropical Africa and protection against it is absolutely necessary. It poses an all-year risk in areas below 2,600m above sea level. It is strongly recommended that you check with your doctor about whether or not you need to take anti-malaria medication. If you are visiting a high-risk area, you’ll need to take a reliable prophylactic for two weeks before arrival, the full duration of your visit, and for four to six weeks after returning home. In mosquito-ridden areas, make sure you sleep under a mosquito net, cover your arms and legs in the evening, and use an insect repellent containing DEET to further protect yourself from getting malaria.

I’m worried about snake bites. Are there any precautions I can take?

Prevention is always better than cure when it comes to snake bites and walking in the bush. It’s important that you follow your guide’s instructions, wear boots, socks and trouser, avoid walking in long grass and look where you step. If you are bitten, it’s important to remain calm – immobilise the bitten area with a rough splint and apply a bandage to the bite. Get medical help as soon as possible.

Is there anything I should know about going on safari?

Absolutely – you simply need to follow the Safari Code:  Respect the privacy of the wildlife, this is their habitat.  Beware of the animals - they are wild and can be unpredictable.  Don’t crowd the animals or make sudden noises or movements.  Don’t feed the animals – it upsets their diet and leads to human dependence.  Keep quiet – noise disturbs the wildlife and may antagonize your fellow visitors.  Stay in your vehicle at all times, except at designated picnic or walking areas.  Keep below the maximum speed limit (40 kph/25mph).  Never drive off-road – this severely damages the habitat.  When viewing wildlife keep to a minimum distance of 20m and pull to the side of the road so as to allow others to pass.  Leave no litter and never light fires or discard burning objects.  Respect the cultural heritage of Kenya - never take pictures of the local people or their habitat without asking their permission, respect the cultural traditions of Kenya and always dress with decorum.  An informed safari is an enhanced safari; carry guidebooks (about the park, wildlife, birds and flora) and binoculars.  Always travel with plenty of water, wear sensible shoes in case you have to walk, carry a hat, sunscreen and sunglasses.  The best time for wildlife viewing is 6.30am to 9.30am and 3.30pm-6.30pm; this is due to the fact that most of the animals retire to the shade to rest during the middle (hottest) part of the day.  For best viewing, the trick is not to look AT the bush but through it. Focus your eyes at mid-range distance; look under bushes and into the shadows, and watch out for those subtle changes in colour and continuity that may indicate the presence of wildlife.

I’d really like to go gorilla trekking. Is there anything I should know?

It can take four to five hours to reach the gorillas. Bwindi ranges in altitude between 1,160 and 2,607m and the terrain is tough, rough and steep. Some form of fitness training before your trip is advisable, it also makes sense to take a medical check. You will need: good hiking boots; layered clothing that allows for both heat, cold, rain and mud; trousers that either tie at the ankle or tuck into your socks; a rucksack; sun screen, lip balm; sunglasses; hat; gloves (not imperative but useful for grasping nettles); a minimum of 2 litres of water; a packed lunch and some energy-rich snacks. The best time to for gorilla trekking is during the dry season from June to September.

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