It Started in Africa

The good, the bad and the very ugly parts of It Started In Africa

I experienced a the good, the bad and the ugly parts of this company, It Started in Africa.
I was a solo female traveller and safety was a priority. I knew I could have paid less with other companies, but the BBC Travel logo really did stand out to me. A company with BBC Travel as a partner would surely have set standards and uphold a duty of care to it's travellers.
Let me start off with the good. I was partnered with Martin who was an experienced safari guide and he was such a kind and caring guide. We chatted and he would educate me on all aspects of the country, the landscape, the trees/plants and all the details of the animals. He also helped me learn all the names of the animals in Swahili and I was very grateful to have him as a guide.
The company who mans the emails responded promptly to emails and the trip was arranged and paid for within a week of my initial email query.
The BAD:
The night before departure from home to Tanzania, I received an email to inform me of a mis-booking at Ngorongoro Crater. My option was to go to another campsite (not their first line recommended) or upgrade to their recommended. It was quite stressful to think that I had to pay another further amount and my tour hadn’t even started. I paid it but really thought the company should have covered the full cost as it was booked 1 month in advanced and the night before flying out I had to respond and ensure it was booked. The company advised that it was the accomodation’s fault, but really, it should have been picked up on confirmation not reconcilliation, days prior to my tour.
My other bad part was on my 2nd last day in Arusha where I was no longer on safari with Martin and planned and paid $125USD for a coffee plantation tour. The company sent me off with a Driver and a guide named James. James kept questioning why I want to go on the coffee plantation tour and tried to persuade me to go to a Tanzanite tour (it was obvious he wanted to commission for tanzanite purchase). He was quite persistent & I had to be firm and say it was a coffee tour he was to take me to. He kept pushing me so I agreed with enough time after the coffee plantation tour I would go.
Instead of taking me to the half day plantation tour (included lunch at the plantation) that was 1+ hr away from Arusha (Moshi - tripadvisor has it rated well) he tried to do a dodgy self tour by the side of a road of a coffee farm. Understanding the tour (from other people I met along the way) and that a 30minute drive in traffic was not Moshi, I spoke up. James then proceeded to say I had to pay for that tour. I told him I have! They then drove me to this town at the foots of Mt Meru to a plantation, stopping and asking for directions along the road (this was not the one I was to visit) and I was asked to pay $51USD. After saying (again) I had paid, and knowing this is not the right place, I thought I was stuck in the middle of nowhere, feeling a unsafe and on my own with 2 men the company sent me off with who clearly have not taken me to the correct place, I will be quiet and go along with it. But after it clearly was not what I paid for, I asked to speak to Mathias (Manager of Arusha office). James kept ignoring my many pleas. After another 15 minutes, I got really mad and demanded it and refused to walk any further and pretty much had to raise my voice and have a meltdown-like tantrum until he eventually did. I spoke to Mathias and said I was not taken where I was suppose to be, it was 3pm, I have lost a day and would like to return to the office for a refund then back to my hotel. I told him I do not feel safe here - during this tour, a group of school children followed behind me stealing my water bottle which I happily said was fine, but they went to unzip my backpack and grabbed my hand and asked me for my watch as well. My guide James was walking 5-10m ahead intently listening and learning from the other tour guide. James continued to avoid taking me back to the office for a refund and insisted I continue the tour. I was stuck and just agreed to get it over and go back to the safety of my hotel. During the tour, James took photos of me on his phone. I was not happy about the whole unsafe situation I was in. I was walking with 2 men into farming land away from other people on a tour I did not feel was real. Luckily, the tour finished off, and they asked me to tip the guide. I refused as it was not the tour I paid for. On the drive back, James thought it was amusing to take more photos of me in the car - I was furious! I asked him to delete all photos of me and he tried to just delete 1. I was stern and said all. Whether he did or not, I do not know.
Eventually they returned me to my hotel (refused to take me to the office for a refund) & told me Mathias the manager, would meet me at the hotel. Mathias avoided me. My hotel manager overheard my terrible experience that evening (3 hours after my return) and contacted the company to ensure someone came down to chat to me. Without the hotel manager's persistence, I doubt anyone would have met me to apologise. A large, unfriendly, and unkept man arrived to the hotel and after explaining the events, he did not offer an apology. In fact I felt he was sent to intimidate me into submission. I stood my ground and he eventually got on the phone and let me speak to Bernard the Tanzania Manager for It Started In Africa. I had to explain the days events again, and I was quite fed up at this point so I told him that he needed to do the right thing and refund the money. I said I know he can refuse, but if his company was truly apologetic in sending me off with 2 men who cheated me of a tour I paid for, he would organise a refund. Eventually, Bernard assured me that they would refund me and that the following day Mathias would have the money in cash for me at the hotel for my airport transfer.
The ugly...
the following day, they made my guide Martin return to Arusha (from his home town 1 hr south of Arusha) to smooth it over. When I still wanted my refund they handed me 1/3 of the value. Another man was there also (to intimidate me?). They arrived 20mins late for my airport transfer and had to remind them the amount owed. Martin wrote it down and got on the phone to Mathias. After a drive to the office, Mathias finally met me. He handed another 1/3 of the value. I was still short! He made excuses that he wasn't told the amount. I knew my guide Martin called him up and said in Swahili the exact number (i learnt the swahili numbers). I confronted Mathias who did not expect me to know the Swahili numbers. Mathias returned with the rest of the money and then made an excuse that the person who organised the refund did it wrong - Mathias is the office manager! Who else would organise it? Another terrible lie!! 1 hour behind schedule we headed to the airport. Along the way, the other man in the car spoke in Swahili to Martin and laughed about me - I referred to the the guide and driver that day as cowboys, and this man repeated it and laughed. I did not find this professional sitting next to him while he made fun of me and gave me intimidating stares. My guide Martin did not respond, being the professional he was and knowing that I understand a few words of Swahili.
Later, I found my itinerary with the full amount breakdown and circled the value to be refunded in the car! They knew the amount to be refunded and hoped to get away with less. It was very upsetting that I had to deal with 5 different men who attempted to intimidate me and waste time to avoid a refund!
I was left in tears from the emotional experience.
It was truly a corrupt Arusha Office!
I arrived at the airport late and just made my flight - my luggage was not able to make the flight.
On return I wrote an email to the Europe base and they were not even informed of this incident and mishandling afterwards. Joao in customer relations did well in responding with an apology & a promise of a full investigation. I asked to see the report and was told this can take long to prepare. I really hope they investigate and learn from this incident and mishandling but I am not to know if they will actually follow this up. I acknowledge that a full refund was given for the extra night accomodation and day tour that I was cheated out of, and they refunded the extra amount I had to pay for the last minute change in accomodation.
Tanzania was a beautiful country and I would definitely love to return. But would I chose to go on tour with It Started In Africa? Definitely not!
I have written this review so that anyone who does go on tour with It Started In Africa - be careful!! Make sure you are aware of what you paid for and if you are cheated of any experience or tours you paid for, you get the refund!
If you are thinking twice about this company - do some further research! While on tour I came across the most popular Leopard tours, trek2kili, Abercrombie & kent etc
But if you chose to try It Started In Africa - do your research & be self aware!!