Mijn Klacht:

During our trip in February 2026, we were specifically charged a $2,000 supplement for a 2-day Kilimanjaro extension to the Horombo Hut. This service was never provided as contracted. Instead, the agency delivered a basic 1-day itinerary, simply spread over two days, without ever reaching the promised altitude or the refuge. Although the agency has formally admitted in writing to an editorial error in their program description, they have refused to provide a fair and proportional refund for the unfulfilled service. This experience has been entirely ruined by the agency’s failure to deliver what was promised and their evident bad faith in handling the situation. To date, I have been in contact with their representative, M, but we have reached a deadlock. The agency’s initial response was particularly insulting, offering a mere $100 compensation for a $2,000 loss. Their current offer of $400 is still indecent and represents only 20% of the cost for a service that simply did not take place. This situation represents a direct financial loss of $2,000 and a significant breach of trust. I am currently waiting for a new and serious proposal from the agency to resolve this dispute fairly and compensate for the ruined experience. My goal is to obtain a full refund of the $2,000 supplement paid for the Horombo extension, and I hope this matter can be settled quickly to avoid further escalation.

Gewenste Oplossing:

I am requesting a full refund of the $2,000 supplement specifically paid for the Horombo Hut extension which was never provided.

Any offer below this amount is unacceptable as the agency has already admitted in writing that the service described in the contract was not delivered due to their own editorial error. A simple gesture of goodwill of $400 is indecent and does not cover the financial loss incurred.

I expect a formal commitment to this full refund and a clear timeline for the bank transfer. Once the full $2,000 has been received, I will be willing to update the status of this complaint to Resolved and consider the matter closed.