Stranded pre-security at Johannesburg airport
The "on-the-ground" support touted by Yellow Zebra / Wilderness could be a call center anywhere in the world. Our parting memory of South Africa is sitting for several hours at "bytes cafe" at Johannesburg airport's pre-security area with 2 young kids and my mother (celebrating her 70th birthday) trying to avoid the gum stuck under the table. Here's what happened: Our last day involved complex travel (remote safari lodge > van > bush plane > JNB international flight check in) yet no one proactively reached out to confirm the plans or ask our preferences. We relied on a pdf print out from weeks prior. We had even specifically asked (weeks earlier) what would happen while we waited for our international flight (given our unfamiliarity with Johannesburg's airport). We were assured we would remain at various lounges until our flight time. Instead, the charter plane company eagerly dumped us at the main terminal hours early and we waited for several hours pre-security in Johannesburg airport because the British Airways check-in counter wasn't open yet. This is when we got to experience bytes cafe. No one from the "on the ground" team called us and certainly no one recommended a restaurant or offer any realistic solution. The team is unable to support the most basic service recovery. It was a chaotic end to the trip and not at all what one would expect when you book at 10-day trip that costs the equivalent of a higher-end car for your parent's milestone birthday...
By Dom N.