Extraordinary experiences, locations, and memories
Extraordinary Journeys
- Located In:
-
United States
- Size:
- 10-20 employees (Founded in 2008)
- Member Of:
- IATA, APTA & Safari Professionals
- Tour Types:
- Custom luxury tours that can start every day
- Destinations:
- Price Range:
- $300 to $2,000 per person per day (USD, excl. int'l flights)
Reviews
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Email Linda | 20-35 years of age | Experience level: first safari
Extraordinary Promises but Ordinary Delivery
My husband and I decided to skip our wedding and use the money for a once in a lifetime trip to Tanzania. We choose EJ because we wanted to climb Kilimanjaro before going on a luxury safari and beach trip.
Our final iteneray information regarding our treking company was wrong upon our Intial booking. Once our final documents were sent to us 3 weeks before our trip, our trekking information was incorrect again. After pointing out several inconsistentcies we were provided with "correct" information. Once in Tanzania and meeting with our guide the provide and confirmed information was incorrect again. Examples are if our sleeping Bags were included as part of our climb, having space for them in our bag, if we were going to be tested for oxygen levels daily and the tipping process. Additionally our Kili guide was told a different time than we were to meet him and ended up waiting for over 2 hours because of EJs mistake while we were on a planned day excersion.
As for our Intial arrival we booked an escort through customs. The escort did not arrive until we were through customs and already received our bags.
Our one day trip to Arusha National Park was supposed to include a walking safari. However when I asked the guide about it he seemed very surprised and we had to abtain an additional permit at an additional cost once we arrived at the park.
We arrived at our final destination in Zanzibar and there was some confusion as to our included beverages. EJ said we would have cocktails on the beach, ect however once we arrived we were told no cocktails were included. Upon reaching out to EJ I was told "we are not always aware of what "premium drinks" mean." It is my expectation that if a luxury travel company makes a recommendation of a location they are aware of what is provided.
Overall we were very disappointed with the level of organization and execution. Especially when you are promised the moon when booking. It is unfortunate because we spent close to $25,000 on a 2 week trip and the amount of mistakes was truly extraordinary.
We have voiced our disappointments along the way but we often get canned responses with no real action.
With the amount of travel companies out there I highly recommend you choose someone else if you have multiple legs of your trip.
Reply from Extraordinary Journeys
Posted on Sep 13, 2018Hi Linda,
We have emailed, called and texted you numerous times and have still not heard back from you.
We take feedback very seriously and were especially surprised with your review since we had been in touch with you throughout your trip. We always made ourselves available and put an incredible amount of work into your trip from the minute you reached out to us. We always answered you promptly and in detail, even in the evening and over the week-end, outside our office hours.
We feel it is important to point out a few key details that you did not mention:
-You received over $300 of free Kilimanjaro rental equipment.
-We gave you a $100 refund for the delayed meet and greet.
-We had one of our special guides buy you wine and spend the first evening with you, as we wanted to be sure you and Chris were happy and well looked after.
-We made sure you got an early check in when your flight was changed and you arrived at 7am, since you did not want to pay for the additional room and we didn't want you to wait until 2pm.
-We bought champagne and drinks along the way to celebrate your honeymoon.
-We coordinated with everyone to make sure you got your camera back at your next lodge after you left it in the vehicle.
-You were given free Pina coladas at Xanadu despite the fact that only beer, wine and local spirits were included as noted clearly in all your documents.
We would have loved to talk to you because everyone on the ground confirmed that you and Chris were having a fantastic time. In fact, we have a full time client liaison, whose only responsibility is to check on clients while they are traveling and make sure they are getting all the best guides, rooms and care from the managers at each property.
After receiving your review we went through every interaction with you, including over 40 emails back and forth, multiple text messages and many more long conversation over the phone. We also reviewed your detailed final document and nothing was misleading. This is a document the client receives before the trip and that we review in a departure call before the trip to make sure there are no questions unanswered.
When we started planning your trip there was some confusion over the Kilimanjaro climb, so right away our team got on the phone and addressed everything in a very detailed phone call from someone on our team who used to run climbs when living in Tanzania. As a courtesy for any inconvenience, we covered all your equipment costs. Everything was stated clearly and correctly in the final booklet.
All the details pertaining to the climb, including the time the guide was to meet you, were given to us by the climbing company. You never mentioned that there was a delay, even though we were in direct communication and you were sending us photos of yourself on the climb, telling us how excited and happy you were.
We did have to check with the climbing company after the review to find out what happened. The final documents said you would be met at 7:30 for your safety briefing, and it seems the guide arrived around 8:00 am. We are still unsure where the 2 hour delay mentioned came in. Needless to say we are not happy about your guide arriving late and it is even more upsetting that you assumed we were at fault.
The second hiccup was the late VIP meet and greet on the first day, when they arrived 20 minutes after you landed. We felt awful, so we jumped onto this and sent over a great local guide to meet you at Rivertrees with a bottle of wine and she said that you were happy when she left you. We also managed to get Rivertrees to arrange for an early check-in and sent you a check in the amount $100 (credit for the meet & greet).
In regards to Arusha Park, we checked all written correspondence and there was never mention of booking the walk and our final document said "game drive”.
Finally, for Xanadu we never misled you about the drink situation and we certainly didn’t say that cocktails were included. Here’s what we wrote:
Includes: All meals, local beverages (soft drinks, local beers, ciders, house spirits, house white & red wine - excludes premium brands), laundry, water sports activities (kayaking, stand-up paddle boarding and snorkeling from Xanadu’s beach).
Everyone on our team bent over backward to ensure that you and Chris were having a great trip.
We care about everyone that travels with us and were very sad to read this and not be able to talk to you despite all our efforts.
Kind regards,
Elizabeth
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Email Don K. | 65+ years of age | Experience level: first safari
Extraordinary Excellence
I need to preface my review by saying my wife and I used the services of one company to hike to Machu Picchu. We used a different company to coordinate our trip to the Galapagos Islands. So then at the beginning stages of planning for a safari, I talked to 11 different safari companies (including the two we've previously used). I then narrowed it down to four, and then finally one. I am so glad I chose Extraordinary Journeys (EJ). There wasn't anything EJ did which was less than perfect. I worked on my safari with Lynn Newby-Fraser. She worked with me by not only listening to what my wife and I wanted to see and do on a safari, but she also made suggestions to us...all based upon her vast experience. Some of her suggestions we took her up on, some we did not, and she was ok either way with it. Do not use a company to plan a safari unless they have experience in their resume, and Lynn certainly does.
From initial takeoff from home to the landing back home a few weeks later, EJ simply took care of everything. After the initial planning was done, Lisa Newby-Fraser actually did all the logistical work and made sure every detail was perfect. We stayed in some tents which in all honesty was more "glamping" than camping. We also stayed in lodges which were absolutely phenomenal. It was much much better than we even expected in the first place. Before leaving on the safari, we were asked about our dietary requests and/or restrictions and at every location those requests were followed. The food at each place Lynn suggested we stay at, was exceptional. The service at each place was first rate as well. One place we stayed offered to bring us a drink to our lodge, long after our dinner, if we wanted. Additionally, we found out (while on safari) that Lisa was checking up on us to make sure our trip was 100% successful. That is excellent service and dedication.
There are many many safari companies out there one can use to coordinate such a trip. If I could give EJ ten stars rather than 5, I would. If you're thinking of going on a safari and do not use Extraordinary Journeys and Lynn Newby-Fraser, I think you'll be making a huge mistake. For a trip of a lifetime, Lynn and Lisa at EJ will guarantee the trip will be one you'll never forget.
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Email Jean Redding | 50-65 years of age | Experience level: over 5 safaris
Knowledge, experience and attention to detail
I am getting ready to book my seventh trip to Africa to go on safari. My last trip was in April of 2016. John Moody and Extraordinary Journeys have arranged all of my trips. The accommodations are always fabulous, and the service, both at the camps and during the planning stages in the U.S. are exceptional. I rarely use travel agents, but traveling in Southern and East Africa can involve a lot of moving parts. I want an experienced operator in the U.S and on the ground in Africa. If a hiccup occurs, they have the contacts and expertise to deal with it. One time, I inadvertently left a bag on a small private plane that delivered us to a remote camp in Tanzania. I thought I would never see the bag again. Three days later when another plane came to pick us up, they had the bag!
I highly recommend John and Extraordinary Journeys! They will customize a trip that you will cherish. I have six fabulous memories, going on seven.
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Email Mary Ellen | 65+ years of age | Experience level: 2-5 safaris
PURE MAGIC--EJ IS THE BEST!
Our trip to Tanzania and Kenya was nothing less than magical. Kim listened closely to our desires (great guides, small tented camps and The Great Migration) and tailored an itinerary for us. We saw The Great Migration (and three river crossings) due to her excellent planning. (Of course, Kim is honest and will tell you that a traveler cannot be guarantied a river crossing–that is just plain luck.) The camps were welcoming and unique (some were rustic and some were luxurious, just as we requested). The camp guides were incredibly knowledgeable. I found working with Kim to be a joy–she is responsive, well informed and fun. She has a true love of Africa, having visited nearly every country. The pre-trip documents were thorough and informative; we were totally prepared. When selecting a safari company, I had not realized that a critical component is the local partners (camps, guides, drivers, etc.). If the local partners are not great, your trip will be disappointing. EJ uses only the best–everyone on the ground was punctual, well equipped, friendly, informative, professional and helpful. I would give EJ more than 5 stars if that was possible. Perhaps, the best recommendation is that I am already working with EJ to plan our next trip.
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Email Patricia Aucello | 50-65 years of age | Experience level: 2-5 safaris
The ONLY safari tour company we will ever use.
We have used Extraordinary Journeys twice for a Safari trip to Kenya and most recently on our trip to South Africa. Our trip advisor gave us honest and dependable advice on how to maximize our time there. Our travel itineraries were perfect for our families needs. The ground travel was fantastic and dependable. Our lodging was beyond our greatest expectations with each camp offering a unique experience. We felt safe and welcomed as family at each lodge we stayed at. The trip was perfectly coordinated and we did not encounter a single glitch in our itinerary. Our travel coordinator also reached out to us several times to insure that we were happy and enjoying our vacation of a lifetime. We love Africa and will use EXtraordinary Journey for our next trip.
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Email Melynda | 20-35 years of age | Experience level: 2-5 safaris
Best vacation ever!!!
The ladies at Extraordinary journeys are amazing!!!! We had the most wonderful, amazing, awesome honeymoon and all thanks to them. We did not have to do one stitch of planning aside from booking our international flights. The in-country guides and companies that they use are fantastic and the itinerary was perfect. Thank you to Extraordinary Journeys for sending us the very handy itinerary book and travel documents holder. We had the best time ever and highly recommend them and their services! All communications were prompt and most of the time they emailed us before we could email them with questions. The entire planning process was professional, prompt and so EASY to do. We worked the same two ladies and they took care of us before our trip and were in contact with us during the trip as well. We did Devil's pool in Zambia, safari in Zimbabwe, a day in Johannesburg and 4 days in Seychelles. The team is professional, courteous and the best travel agency that I have worked with.
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Email Geoff Grenert | 65+ years of age | Experience level: first safari
John Moody and Extraordinary Journeys have proven to be the very best at what they do.
We have traveled throughout most of the world, at times by ourselves, as well as with tour groups, and I must say that traveling with you and Extraordinary Journeys is the highlight of all of our travels. Of course, being in South Africa, and being so close to those magnificent animals, brought us so wonderfully close to nature and our place in it, that it made the trip that much more special. Being able to reach out and actually touch a lion or a leopard, in the wild, was thrilling. Fortunately I was warned not to.
The accommodations were first class, the in-country travel was both smooth and interesting, and it proved to be an exceptional educational experience. The Apartheid Museum, Nelson Mandela's home, Soweto and the history of that beautiful country is etched in my memories forever. Table mountain and CapeTown alone were worth the trip. Your choices of hotels, Safari Camps, restaurants and guides was as good as it gets. The people you contract with (especially Clive and Johan) are professional, informed, interesting and they cared about fulfilling all of our needs and answering all of our questions, some before we even asked.
So, I have to give you FIVE STARS. But beyond all of the above, I have to commend you and your staff for making this a trip of a lifetime. From the initial contact with Frances, all the way to our boarding the plane home, your attention to detail, constant communication, close attention to everyone on the tour, and just being the perfect and generous host, you and EJ were as good as it gets.
And I have to admit, that in all of our travels, either personally planned by us, or through a travel agency or through a tour group such as yours, EJ was by a wide margin, the very best.
Thank you and Frances and the rest of the staff at EJ for providing the trip of a lifetime.
Best regards,
Geoff Grenert
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Email Cindy | 50-65 years of age | Experience level: 2-5 safaris
An extraordinary trip with Extraordinary Journeys!
Extraordinary Journeys made our highly anticipated trip to Zambia and Tanzania absolutely brilliant! Kim Green, Laura Cicalese and their team listened to our requests and put together a journey that exceeded my expectations. We visited Tanzania, Victoria Falls and Zambia, and saw amazing wildlife and had incredible adventures and experiences. They took the time to find out what we liked to do and what we hoped to see, then tailored the trip to the information that we provided. It was very helpful to have several telephone conversations with Kim and Laura, and they were always available to answer our MANY questions. I hope to have the chance to travel with Extraordinary Journeys again!
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Email Carol | 65+ years of age | Experience level: 2-5 safaris
A life-changing experience!
Extraordinary Journeys organized a safari i Tanzania for me along with my 14 and 17 yr-old granddaughters. The organization was perfect and I took the personalized guide EJ provided me on every excursion. It was helpful and made our trip very manageable. Our driver was excellent, spotting animals long before we did, and the animals! Well! We took a great tourist guide of Tanzania with us and checked off 19 different animals we saw and many beautiful birds. We also saw magnificent lizards and trees. The sunsets were glorious, the lodges comfortable and exotic, and service everywhere friendly and impeccable. To experience all of this splendor with my two granddaughters was truly a life-changer. We'll never forget it.
Elizabeth and Lauren were both amazing, they tailored a wonderful safari for us.
The safari totally lived up to our expectations if not exceeded them. Elizabeth and Lauren were always on hand to answer any of my questions before we went on the trip.