The time is now for all-inclusive, transparent safari pricing!

Have you read the travel editorials lately? From Travel Weekly to Conde Nast Traveler to Budget Travel the message is the same- travelers are relooking the value-proposition when booking travel.

People want more for their money, they are tired of getting nickel-and-dimed, they want price transparency, personalization, and one-of-a-kind experiences.  All-inclusive vacations are increasingly popular while meaningful travel and “learncations” are generating lots of buzz.

For more information, please read one of the recent articles here.

Just think about it for a second. How much personalization and one-of-a-kind experiences do you get on a group safari with 25 participants? Not much, if any.

Then think about this. At Hampton Inn a $100 room includes very respectable free Wi-Fi whereas many 5-star properties charge you from $10-$30 a day for wireless access in addition to your $800 room! Is this extra charge really necessary or are you being nickel-and-dimed?

If you want to book a safari things get really murky because standard safari quotes are generally not itemized so you won’t even know if you are being nickel-and-dimed!

Transparent pricing is the way to go and in my opinion consumers should demand it when booking safaris.  I have personally tried transparent pricing successfully in the past with select clients and have recently revamped our internal processes to provide it to all new clients! Please visit my website to see an example of a transparent quote.

Let’s look at the benefits of transparent pricing and all-inclusive quotes:

It will certainly expose the price gouging by international tour companies. Exorbitant safari prices are hurting safari tourism. I hear every day from people who want to go on safari but think they cannot afford it. When a family of 5 downloads a brochure and sees a safari price tag of $46,250 plus $10,000 in international airfare, the immediate reaction is to place a safari on the back burner as an unnecessary luxury.  In reality, with a bit of research and transparent pricing they can possibly have a better experience for around $25,000 (or less) plus airfare when they consider outfitters with lower profit margins!

It will help manage indiscriminate discounting or rebating.  In the safari industry NETT rates are offered to outfitters by their suppliers as compensation for marketing/selling their camps, lodges, internal air, travel insurance, vehicles for hire, etc. The actual NETT rate is often negotiable and may range from 10% to 30% off the RACK rates depending on supplier-outfitter relationships. When an outfitter turns around and gives up this compensation in a desperate attempt to gain a customer it sets of a chain of events that often create problems down the road when something goes wrong such as costly vehicle break-downs. For the consumer, transparent pricing should set off the alarm bells when prices from one outfitter are consistently and remarkably lower than others for the same line item (for example, the daily rate of the vehicle and guide). Transparent pricing also offers some protection against fly-by-night outfitters who disregard the terms of their supplier contracts by offering confidential NETT rates to clients in order to make short-term sales. The travel industry as a whole frowns upon this conduct because discounting/rebating has the potential to destroy the very fragile income model that all sellers of travel rely upon to stay in business. Even the suppliers do not like it and many do not allow reselling at rates lower than those listed on their official websites.  Imagine yourself as a lodge owner with a nice website who manages to sell out most of your rooms at fair prices with comfortable profit margins.  Then you are approached by a tour company who negotiates a 20% discount. Soon afterwards you experience a slowdown in direct bookings only to discover the tour operator is selling your rooms for 15% less than you! The end-result is lower overall monthly profits even though your occupancy numbers may have increased!

It will make it much easier to optimize your safari budget and it will save time. When you see the actual itemized costs of your safari it becomes much easier to make informed decisions about managing your money. If your private guide and vehicle cost $350 per day, how much money can you save by sharing a camp vehicle for a few nights during your safari? What if you drive from point A to point B instead of fly? Or how much will it cost to splurge with an extra night at a very exclusive tented camp instead of staying at a cheaper lodge? Without the convenience of itemized pricing these changes will take a considerable amount of back-and-forth interaction with your safari consultant and when you stare at only a single gross total you will never reap the benefits of a la carte itinerary building!

It will allow for true apples to apples comparison shopping. When you have to choose between 2 or more comparative itineraries from different companies, or just different options from the same outfitter, it will be impossible to make an informed decision without seeing the itemized details. The devil is often in the details and the details are difficult to figure out without looking at a price breakdown of each itinerary.

It will minimize sticker shock. Imagine stretching your budget to the limit to afford $21,000 for a 2-week safari and then learning at the last moment you have to budget an additional $700 for tips, $200 for drinks and $900 for trip cancellation insurance (a must in today’s turbulent world)! That’s almost $2000 more than you planned to spend! By including “compulsory” extra costs on quotes safari companies can successfully mimic all-inclusive vacations and help consumers be better prepared for the true costs of their safaris. Trip cancellation insurance is a tough one to quote but safari companies can assist by sending their clients to established underwriters who can often provide online quotes in minutes! Travel Guard and Travelex are examples of companies who provide online quotes and consumers should contact them during (and not after) the safari planning process.

Are there any drawbacks to transparent pricing?

I cannot think of any for the consumer! If you disagree please let me know!

Ground operators who sell safaris directly to the public will discover only minor adjustments are needed to change to a transparent pricing model.

At first, travel agents, safari consultants and international tour companies will most probably not like the transparent sales model because they have to justify their overhead costs in ways that do not alienate their client prospects. They will have to depend on their suppliers for itemized costs breakdowns and this may be easier said than done because of the many layers of “middlemen” involved. If their current suppliers are reluctant to provide transparent pricing then they should find new partners!

At the end of the day, I believe transparent, all-inclusive pricing presents new opportunities for travel agents and safari consultants because it makes their jobs easier too! Any travel agent who is serious about his/her value-proposition will welcome transparent safari quotes from different suppliers in order to help the client choose the best possible safari!

And like any other profession, the truly professional travel agent and/or safari consultant should adopt a fee-based business model if they bring their expertise to the decision-making table and help the client choose between different safari options.  

But when they merely act as “order-takers” for brochure safaris then price transparency is not an option and they may find themselves treading water in an “old-school” sales model with a rapidly shrinking market.

The Changing Face of Luxury Travel

In recent months several reports crossed my desk about luxury travel and what high-end travelers want in 2011.

The Virtuoso Luxe Report is an annual survey of Virtuoso’s 6,000 member travel advisors in the United States and Canada. According to the website this predictive report forecasts luxury travel trends for 2011, based on current and anticipated reservations.

There are several interesting results in this survey. Let’s look at a few:

1. Why are clients traveling? To seek authentic experiences in new destinations according to 75% of the travel advisors and to rest and relax (68%).
2. What is biggest travel trend? Family and multi-generational travel (63%)
3. What factors do clients consider when choosing a trip? The destination (93%) and value for money paid (79%).
4. What is the most influential source of information when making decisions?  Travel Advisors (84.5%) and friends or family (79%). Internet is 28% and Social media is only 7.7%!
5. What is the most surprising thing clients ask for? Hands-on experiences that inspire a personal connection and will build lasting memories such as staying in African villages to become part of the culture and community and visiting local schools.
6. What is the most unconventional destination request for family travel? African safari is one of the top responses!

In terms of safaris, I summarize the 2011 findings as follows:

A growing number of high-end travelers are looking for unconventional vacations (such as safaris) for their multi-generational families where they can enjoy relaxing (not rushed) authentic experiences that offer good value for money while relying on their travel advisors and word-of-mouth for guidance.

Let’s discuss this a bit more.

My readers may disagree with the low ratings of the internet and social media in terms of information but the question was about the “most influential” source. Affluent clients may use the internet for research but they clearly do not trust it!

I have said for years that travel advisors will become more relevant in the future as the internet explodes with information overload and it becomes harder to distinguish before truth and marketing fiction. Companies are infiltrating TripAdvisor, Twitter and Facebook and it is really difficult to make a decision when a review is completely split between very positive and very negative.

The question is, are the travel advisors experienced enough to provide clients with accurate and relevant information about their safaris? I recently wrote a piece about the Virtuoso Life Magazine and the very inaccurate safari information that was provided by participating Virtuoso travel advisors. There is clearly a lack of knowledge about safaris in East Africa and I am working hard to provide more in-depth education to travel advisors who sell safaris. For more information please visit my agent site.

The other important statistic is the quest for authentic experiences and clients need to be very aware of what they may get. Currently travel advisors sell many group safaris and there is no way a busload full of tourists will have an authentic experience on safari! The tour companies will disagree but dancers and musicians who perform in the lobby of a tourist hotel while clients wait for dinner are not delivering an authentic experience! Neither is a group of Maasai men who jump on que for tourists while their Maasai women try to sell bracelets and armbands.

Clients also need to be aware of being overcharged for participating in community or charity projects. Some tour companies charge clients hundreds of dollars to pick them up and drive them in a minibus to a local school or community! It just does not make sense does it?

For me, the most important result from the survey is the fact that 79% of high-end travelers are concerned about value for money.

I read this very often. In fact, just about every travel forecast article in recent months declares that people are looking for value.

David Wilkening wrote in Travel Mole on January 26, 2011 “The tendency these days even for luxury travelers is to brag about how much they are saving, not spending.”

The Wall Street Journal wrote in an article called, “Rediscovering a Sense of Adventure” dated January 28, 2011 that travelers are not “flaunting their wealth; it is all about having out-of-the-world experiences.”

Why then do travel advisors still sell mediocre $21,000 safaris from international travel companies when they can offer upgraded experiences (that exceed my summary) to clients for around $15,000? I urge every travel advisor and travel agent to read the Luxe Report and focus on what clients are asking for. Travelers do not want to be overcharged and they do not want to overspend. If you sell brochure safaris from overseas tour companies (preferred suppliers of many consortia and host agencies) please read my safari reviews to get a better understanding of what you are selling to your clients!

Then form your own opinion. Are you really in step with the changing face of luxury travel? 

A growing number of high-end travelers are looking for unconventional vacations (such as safaris) for their multi-generational families where they can enjoy relaxing (not rushed) authentic experiences that offer good value for money while relying on their travel advisors and word-of-mouth for guidance.

New flights from Masai Mara to Serengeti and back!

Until recently the fastest way (via air) from the Masai Mara (Kenya) to the Serengeti (Tanzania) was as follows:

Masai Mara (10:15am) to Nairobi Wilson. Nairobi Wilson to Kilimanjaro. Kilimanjaro to the West/Central Serengeti (5:05pm). With this flight arrangement one could not practically reach the Southern (Ndutu) or Northern Serengeti on the same day.

But now there is a new option for a minimum of 2 passengers in high season:

Masai Mara (11:30am) to Migori (12 noon) in Kenya with SafariLink. Migori (12:15pm) to Tarime (1:15pm) via road across the border in an airline shuttle bus. Tarime (1:50pm) to Northern, Western and Central Serengeti (3:40pm) with Coastal Air. This makes it possible to do a road transfer to the  Southern Serengeti as well.

Here is a map of the new route!

Costs range from $384 to $464 per person one way plus taxes for the end-to-end route including the road transfer.

The return flights from the Serengeti starts around 9:05am at Seronera and ends in the Mara at 12:45pm.

Love, Like, Need your Travel Agent

This is part one of a series about travel agents. This topic is very important to me because I work with very good travel advisors on a regular basis and occasionally with a few very bad ones.  I really want the bad agents to leave our industry, I want the mediocre agents to become good and I want the really good agents to be very successful. Hopefully this series will contribute to the rise of the Travel Advisor.

When I watch certain programs on TV, such as Paula Abdul’s Live to Dance or Redskins football, I inadvertently grab my iPad and browse the internet for something exciting to read. From time to time I end up participating in travel forums!

I recently read in a Travel Agent forum that most travel agents working from home do it on a part-time basis because they don’t earn enough money from selling travel alone. I am not sure if this is true because I have not seen a formal study in this regard, but it made me think about the future of travel agents.  This has been a hot topic since 1995 when the internet entered our lives and made it possible to order pizza online.

As I watch another bad dancer tumbles to the floor it occurs to me that, much like Paula, travel agents are still with us despite the naysayers and conspiracy theorists. But to understand the past and to predict the future of the travel agent one first has to learn more about the needs of American families.

• There are service-oriented people we need in our lives. People like electricians, doctors, teachers, baristas, pizza delivery drivers and Oprah.
• Then there are people we do not really need but our lives will be poorer without them like plastic surgeons, accountants, drive-thru cashiers, politicians and Regis Philbin.
• Finally there are those we only need in a crisis like lawyers, midwives, car mechanics, psychiatrists and Rudi Giuliani.

We all love to have travel agents in emergencies. When you sit in JFK Airport during a snow emergency and your connecting flight in Amsterdam to Addis Ababa is departing in 3 hours, it is nice to call a travel agent and let him or her take care of the problem. Or when your private, ocean-view cabin on your luxury cruise has a life-boat in front and two small kids are staring at you through the window from the busy deck outside.

We also like travel agents when our travel planning runs into snags after weeks of internet research. Such as when the hotel we want gets mixed reviews on Tripadvisor. “Home away from home”, “Bates Motel”, “Perfect. Loved it!”, “Saw bigger rats than in the New York subway”. Or when Expedia, Orbitz, Vayama & Kayak all return the same message (in red no less), “No flights were found between Roanoke, VA (ROA-Roanoke Regional) and Kilimanjaro, Tanzania (JRO-Kilimanjaro Intl.) that matched your request.” These are the times when we like the opinions and assistance of travel agents.   

Finally, a few of us believe it is essential to outsource everything in our lives because our time is much more important. We have pool boys, money managers, personal chefs, chauffeurs, nannies, life-coaches, private fitness trainers and personal assistants. Why not have travel managers?

So for now, let’s agree that:

1. We love travel agents in emergencies,
2. We like travel travels in times of uncertainty,
3. We need travel agents to simplify our lives.

Based on the needs of American families it seems to me travel agents are here to stay! But travel agents have to evolve to meet the changing travel needs of their clients and this is a topic for another post!

The bigger question still demands an answer. What will happen to Paula after Live to Dance?

7 New Luxury Lodges You Should Get To Know In 2011

I hate the word luxury because it is an over-used term. But I use it in my subject line because it draws attention – apparently I am not the only one who thinks this way!

Luxury accommodation choices are exploding in Tanzania, Uganda, Kenya and Rwanda! At least according to the many emails I receive every week from owners of hotels, camps, lodges and resorts who want me to support and market their properties worldwide.

The emails share one thing in common – almost every property is described as luxurious in some way! Up-market, luxury rooms, 5-star service, internationally-trained chefs, designed to be eco-friendly, intimate lounge and dining room, “home-away-from-home” 5-star ratings on TripAdvisor, etc.  

As can be expected the reality is very different and I am often disappointed when I visit these “luxury” properties. Very slow check-in procedures with staff who is not trained in customer service or reservations technology, limited menus, small rooms that are sparsely decorated, loose wires are hanging from ceilings, missing light fixtures everywhere and low water pressure – to name a few.

In East Africa large chunks of money are often made available to individuals (via donations and other means) who have no concept of proper design principles, business planning and occupancy forecasting. Many still believe “if we build it tourists will come”. In the end, they build bunker-looking tourist hotels and resorts that are cheap to operate but very difficult to market and they load their brochures with buzz-words from the world of luxury!

Then they expect me to sell it to my clients, which I don’t!

Instead, I compiled a list of 7 new properties that are interesting to me and hopefully to you. Please click on the lodge names to access my photo album and location map for each. These lodges and many others are discussed in detail in my new book, “Planning your Safari – The Northern Serengeti”.

The most anticipated new lodge in 2011 in East Africa must be the Nomad’s Lamai Serengeti slated for early July. As I mentioned in a previous blog, it will be the 3^rd permanent lodge in the Northern Serengeti. Its location is marked on my Northern Serengeti map. It is too early to discuss the lodge but in my opinion it has the best location of the three permanent lodges with easy access to the most interesting areas of Northern Serengeti.

Serengeti Bushtops has been open for several months but is still unknown to the North American market. You will love the large open tents, the friendly butler service, the well-stocked bar and fireplaces in the lounge.  It looks luxurious and it is. It is a near-perfect place for a honeymoon or to rekindle the romance in your relationship. The hot-tubs are controversial because water is precious in the Serengeti but the choice is yours – I prefer not to take bubble-baths in the Serengeti!  The camp is more than hour away from the Mara River which is a disadvantage for sure but you can use it as an excuse to skip game drives and enjoy your luxury tent!

Amara Selous is a newcomer located in the western part of the mighty Selous Game Reserve. It is truly an escape because there is only one other lodge in the area and during your stay it feels like you have the Selous to yourself.  I love the tented rooms and plunge pools right on the edge of the fast-flowing Ruaha River. Selous can get very hot and pools are almost a necessity – not a luxury. Game drives are an adventure because you have no idea what you may see! This is wild territory and you guide will use his tracking skills to find lion, wild dog, leopard, hyena and many different species. Do not expect as much wildlife here as elsewhere in Selous – generally the lakes have more variety and you may want to split your stay.

Chobe Safari Lodge is not new but rather a renovation of a historic lodge from the 50’s on the eastern edge of Murchison Falls National Park. They did a great job and the lodge looks stunning on the banks of the Nile River. I recommend you splurge and get a tent instead of a standard room. The Super-Deluxe and Deluxe tents are very close to the river where hippos graze at night! The standard tents have great views.  It is a big place and will probably get lots of convention/meeting business but I like it nonetheless! Service is very efficient and friendly and the staff enjoys engaging with clients. Game-drives in this area need to be developed and for now I do not recommend it for wildlife enthusiasts. But the jungle-like forest is very beautiful to drive.

Kyaninga Lodge is less than an hour’s drive from the chimpanzee trekking office in Kibale National Park. It is by far one of the most unique lodges in East Africa! Think Aspen log-home on the edge of a volcanic lake! The lodge is not for those with fear of heights or difficulties climbing stairs. It is certainly a good base for chimpanzee treks. Kyaninga is new and it needs to develop its own character as well as its position in the tourist market. At this time I do not classify it as a luxury lodge because the rooms are basic and the service is not anywhere near that of a top international hotel. But it is a very interesting place with an engaging owner who dreams big and has the means to make things happen so the lodge has tremendous potential and is well-worth a visit.

Nyungwe Forest Lodge is currently the top lodge in all of Rwanda. Or at least, it has the potential to be. Located on a tea-plantation on the western edge of Nyungwe Forest in south-west Rwanda, it is an interesting mixture of modern design and bush lodge. There is much to like about the lodge. The rooms are super comfortable with large windows overlooking the jungle where one can hear chimpanzees and other primates go about their business – loudly at times! The lounge areas are attractive and inviting with fire places and smart-lighting. However, the service is several levels below the standards one expects from a 5-star property with international clientele. The parent-company suffered financial setbacks in recent years and perhaps they are not investing in training as much as they should. Nevertheless, if you want to visit Nyungwe Forest I strongly recommend you splurge and stay at this lodge!

Soroi Serengeti Lodge took my breath away when I first arrived. It is located high on a hill in an area of the western Serengeti that was inaccessible until now and as such its approach road is a game drive in itself! The 360 degree views from the top are simply magnificent. The suite rooms are especially attractive with outside showers high above the Serengeti plains and I strongly recommend you request a suite instead of a standard room. The western Serengeti can be a temperamental in terms of wildlife and you must be willing to drive for several hours each day while staying at Soroi but if you are on honeymoon or in love you may never want to leave your splendid suite! They use golf carts to assist guests which makes Soroi is good place to visit if you do not walk well.

 And there you have it! 7 interesting new places to stay in East Africa in 2011! Contact me if you need help with your safari travel arrangements!

Still in Love with the Northern Serengeti

Every year I get to visit about a dozen or more of the greatest wildlife parks in the world. My regular stops include familiar names – the Masai Mara, Selous, Tarangire, Ruaha, Ngorongoro , Parc des Volcans, Lake Manyara, Samburu, Amboseli and not-so-well-known territories such as West Kilimanjaro, Laikipia, Nyungwe Forest, Kibale and Murchison Falls.

But no visit would be complete without a few nights in the mighty Serengeti National Park. It is not my overall favorite park – that honor belongs to the Greater Masai Mara – but the Serengeti is magical because it is so diverse. When you stop in the middle of its Great Plains you can almost see the curvature of the earth. It is about the size of Northern Ireland or somewhere between Connecticut and Massachusetts depending on whether or not you include the surrounding areas (there are no fences).

It is an amazing place to visit, but even better to write about. And that is what I am doing right now!

My new book, “Planning Your Safari – The Serengeti” is due to be released this spring and as I am putting the finishing touches on several of the chapters my excitement is building as the Serengeti is coming to life on my computer screen here in my busy little office.

I am watching a zebra baby being born near Ndutu, a cheetah chasing a gazelle at Gol Kopjes, a balloon rise above Seronera, a mother rhinoceros nursing her calf at Moru, and a huge crocodile slowly patrolling his territory in the Grumeti River. In the Northern Serengeti I filmed a herd of wildebeests gathering on the bank of the Mara River and after three long hours of enduring one tsetse-fly bite after another, my patience was rewarded when a fearless zebra jumped into the dangerous waters and another heart-stopping crossing began…

As I am watching the video I am reminded that my beloved Northern Serengeti is still an unknown destination to many and I am torn between keeping it this way and telling the whole world about it.

Fortunately (or unfortunately depending on how one looks at it) marketing forces with deep pockets have already started to spin the Northern Serengeti as the “ultimate wildlife destination directly on the path of the main migration route with the finest in seductive luxury accommodations giving you an extraordinary panoramic view of nature’s living masterpiece”. 2011 may well be the beginning of the end of the Northern Serengeti as I once knew it. But I will forever love this place!

Its transformation from a remote and exclusive mobile outpost to a year-round permanent destination was pioneered by Asilia’s Sayari Camp with 15 tents and followed in 2010 by Serengeti Bushtops with 12 tents. Soon the trifecta of permanent camps will be completed when Nomad opens its flagship 24-bed Lamai Serengeti in July.

One of my favorite areas in East Africa is not obscure anymore and I will reveal more of its secrets in my upcoming book.

In the meantime, to help you plan your safaris to the Northern Serengeti please click on the links below to take a look at my interactive Google Map and Images! Then watch this space in the coming weeks for several HD videos!

Northern Serengeti Map (click on the icons in the map for more information)

Northern Serengeti Images (GPS-tagged so you can see the location of each photo)

 

Virtuoso Life Magazine – When fine Travel Advisors get it plain wrong

The opening line of Virtuoso’s website reads, “Virtuoso® is a network of the world’s finest travel agencies with knowledgeable advisors who draw upon first-hand experience to craft perfect vacations.”

Virtuoso is known as a luxury travel consortium made up of more than 6,000 travel advisors associated with over 300 agencies in 22 countries within North and South America, the Caribbean, Australia and New Zealand.

I consult with several Virtuoso travel advisors and I truly respect their dedication and professionalism in the often turbulent world of tourism where anyone with a business card can be a travel agent and sell travel.  This is not to say I am 100% happy with Virtuoso – in fact I am very critical of one aspect of their business model; their travel advisors are enticed to sell safaris from a handful of preferred suppliers only. Needless to say these suppliers are some of the most expensive tour companies in the world, with safari prices often listed at near double the fair value!

I believe the exorbitant prices of Virtuoso safaris are hurting the safari industry because many potential safari clients who contact Virtuoso and other consortium agencies are scared away by the high costs. How many families in your neighborhood can afford to pay $60,000 to $90,000 for two weeks on safari with a Virtuoso supplier? Please read my safari reviews for specific pricing information.

Nevertheless, I am always excited when a new edition of Virtuoso Life Magazine arrives in my inbox. According to the website, “VIRTUOSO LIFE is published six times a year exclusively for the top clients of Virtuoso travel consultants and for World Elite MasterCard card holders. It is mailed to the homes of 200,000 of these readers whose desire for highly personalized travel experiences and affluence to achieve them sets them distinctively apart.”

The November/December 2010 edition was of special interest to me – the cover read “Enchanting East Africa”!

While the article itself was nicely written, it contained a section called “East Africa Essentials” where top Virtuoso travel advisors who recently returned from safaris shared their recollections and recommendations for a trip of a lifetime.

Some of the comments from fine Virtuoso Travel Advisors truly astounded me and I wonder about the quality of safari advice they offer their unsuspecting clients! What’s worse, about 200,000 readers (potential safari clients) received several bits of wrong information! 

Here are a few dandies from the article and my comments in italic:

“The predominance of huge herds of grazing animals – wildebeest, zebra, springbok, gazelle, impala – distinguishes this part of Africa from southern Africa.” – Springbok in East Africa?  I think not.

“The migration is a special draw; thousands of buffalo and wildebeests cross between Kenya and Tanzania in the summer months.”  – Migrating zebra (not buffalo) and wildebeest are the big attractions. And they total in the millions, not thousands! Because Tanzania lies below the equator, the coolest months occur during the northern hemisphere’s summer. I assume the author meant USA summer months? The herds generally move between the two countries from July to October.

“I prefer the dry season from December to February, when the grass is lower. It’s easier to see the animals than in the rainy season, when the grass can be five feet high.”– Actually, November to March is the wet short rains period! At times the rain can be quite heavy and the roads very muddy and slippery. The grass grow fast during these months but the tallest grasses generally appear from mid-May to early July! The grass will stay tall for months unless grazed and/or trampled, or burnt by park rangers to spur new growth. So it is possible to experience tall grasses even as late as October or November in some parks!

“There are two rainy seasons in East Africa: April to early June and again in November to December. I’d avoid those times.” – The short rains last from November to March and while drier periods are common, some rain can be expected at any time during these months. The rainy months can be quite productive in terms of wildlife viewing. In April and May the crowds are gone and prices are a lot cheaper.

“Pack multiple toothbrushes; you never want to rinse in tap water.” – All lodges and camps, except perhaps for the cheapest and most basic ones, provide bottled or filtered water for brushing teeth! There is no need to pack multiple toothbrushes.

“The routine on safari is different from other vacations you’ve taken. You rise very early for a morning game drive and then have breakfast on return from the drive. You then have free time during the sunniest part of the day (when the animals are least active). This is a great time to nap, journal, or visit with the guides about what you’ve seen.” – While somewhat true if you are on an escorted tour or share safari vehicles at lodges, most clients prefer a private safari with complete flexibility in terms of game drive times and activities. Early morning or late afternoon game drives are best for photography or scenery but may not be the most productive in terms of animal viewing. Each wildlife area has its own characteristics and game drive times should be adjusted accordingly.

If you are a travel advisor who specializes in, or are interested in selling safaris to East Africa, please visit my safari education website for more information about me and how I can help you provide accurate and timely information to your safari clients.  As a travel advisor, you need to add value to your client’s safari experience and I will help you with this even if you have little or no experience with safaris.

If you are not in the safari business but are interested in a safari to East Africa, my advice is:

1. Always ask about your travel advisor’s experience in East Africa
2. Always ask about the ground operator who will guide you while in Africa. Most travel advisors and their suppliers do not operate their own safaris so you have a right to know who will take care of you on the ground in each country; just remember, the Virtuoso safari supplier based in New York or Sydney is most probably not the ground operator! If you feel your travel advisor does not add value to your safari booking experience, please do not hesitate to contact the tour company direct. And if the tour company does not want to reveal who they use on the ground, walk away and book elsewhere.
3. Always get a quote for a similar itinerary from a local ground operator based in East Africa. This will give you a sense of the actual cost of your safari and help you decide whether or not you are getting true value for your money.

$1 Million Dollar Security Bonds – A big deal or not?

In the USA, several international tour companies participate in the $1Million Travelers Assistance Program from The United States Tour Operators Association (USTOA). Basically, USTOA’s $1 Million Travelers Assistance Program requires each USTOA Active Member company to post $1 million in security in the form of a bond or letter of credit. The security, to be held by USTOA Tour Depositors Trust, is solely for use in reimbursing consumers for tour payments or deposits lost in the event of:

• A USTOA Active Member bankruptcy
• A USTOA Active Member insolvency
• A USTOA Active Member cessation of business

Sounds good? The traditional travel industry certainly thinks it is the best thing since sliced bread. In terms of safaris, it’s good marketing because it helps to sell very expensive safaris from USTOA members who in return pay big commissions to travel agents. Consumer protection is one of the top ten reasons for booking safaris with USTOA members.

But how much protection do you, the consumer, get for your $20,000 safari booked with an USTOA member especially when the “street value” of the particular safari is perhaps only $12,000 or less ?  

On September 18 2010, long-time USTOA member Cruise West went belly-up and ceased operations. A week earlier, on September 11, Cruise Wests’ active membership in USTOA was terminated due to expiration and nonrenewal of the company’s $1,000,000 security bond. An advisory went out to affected travelers and travel agents to file claims before December 9, 2010. 

Then on December 12, 2010 USTOA reported that it has received 205 claims totalling $2.9 million due to the failure of Cruise West! It seems the  Travelers Assistance Program is going to be about $2 Million short and a lot of people will lose a lot of money! This looks like a spectacular failure of  the much-hyped $1 Million Dollar Security Bond. 

But wait, there is hope. A closer look at the Travelers Assistance Program reveals:

1) If payment was made by credit card, a claim must be placed immediately with the card issuer.
2) If third party travel insurance was obtained, a claim must be placed immediately with the insurer.
3) If the passenger embarked from a U.S. port a claim must be filed against the member’s Federal Maritime Commission Bond (FMC) for the water transportation portion of the trip.
4) Travelers who paid by cash or check, and who have no travel insurance should email the troubled member.

If none of the above steps result in reimbursement, travelers or their travel agent can file a claim form for reimbursement through USTOA’s $1 Million Travelers Assistance Program.

Huh?

What do you think the chances are for a refund or even a response from the troubled vendor in point number 4 above? Answering emails is surely not high priority when most of the administrative staff are gone! And contacting your credit card or travel insurance company really defeats the purpose of booking an expensive safari with promises of consumer protection!  

Why not book with a cheaper outfitter and save thousands of dollars while using your credit card and travel insurance for the same protection against default?

Based on the recent Cruise West experience, the $1 Million Dollar Security Bond does not live up to the hype.  I suggest safari clients who are concerned about consumer protection should do the following:

1. Always use a credit card when paying for expensive safaris. You get lots of frequent flyer miles and your credit card company will protect you against supplier default and other events,

2. Buy trip cancellation insurance (many, if not most, policies cover supplier default),

3. Do your homework and think twice about overpaying for safaris offered by international tour companies who use their $1 Million Dollar Security Bonds as a carrots.

Consortiums, Host Agencies & Travel Agents versus the luxury Consumer

In late 2009 I received a call from a prospect (let’s call him Jim) who stumbled upon one of my safaris reviews. He received a quote for $21200 (per person) from his Virtuoso travel agent for a 12-day Grand Safari offered by Micato Safaris – a group tour with 12 participants.

Jim asked me to price a similar itinerary and was quite dumbfounded when I refused! I explained that I do not like to quote based on itineraries from competitors, I disliked that particular itinerary and I would never offer it to my clients. After some discussion he agreed to have me create a 12-day private luxury itinerary with several lodging upgrades and better routing to optimize the time in the parks. My price was $16200 per person in peak season – $10,000 cheaper for a private safari for two and a better itinerary in better safari vehicles!

Much to my surprise, Jim did not immediately accept my offer and it was my turn to be dumbfounded. My itinerary was clearly superior in every way but I had to work extremely hard to convince Jim! We talked and emailed daily for about two weeks before he finally committed with a deposit!

The defining moment came when Jim concluded that his travel agent was representing and selling Micato and Virtuoso instead of the itinerary and the safari experience.  For example, when he asked for more details about his safari he received copies of Virtuoso Life magazine instead of pictures of the lodges & camps and other details (the things I sent him).  Jim also shared with me a few other tidbits which I found very interesting:

1. The $10,000 difference in price made his wife nervous. They did not want to spend unnecessary money but they were very reluctant to opt for a cheaper safari. Their concerns were unfounded but they were afraid I may be cutting corners to reach such difference in price! It took me two weeks to convince them that they are actually getting MORE for LESS because my company has lower overhead and there are no middlemen involved! The old saying “you get what you pay for” is not always true.
2. While they loved their travel agent, the agent could not match my intimate knowledge of the parks in Kenya and Tanzania and the lodges and camps. I could share and explain every moment of my itinerary because I have done it myself many times. The agent could not counter my arguments against the Grand Safari and tried to substitute safari talk with sales talk about the importance of traveling with a Virtuoso preferred supplier. The agent was representing the supplier and ignoring the on-the-ground safari experience.
3. The incredible attraction of good marketing! For Jim, the importance of working with a Virtuoso member agency was nearly a deal-killer for me! He was convinced he was getting a luxury safari from a luxury consortium at a competitive price due to their collective bargaining powers. He also believed the Virtuoso marketing engine’s slogan, “…each one of our 6000 travel advisors ensure that your personal preferences are reflected in every aspect of the itinerary, delivering the best value for your time and money… “ That is a strong statement but in terms of East African safaris and their very expensive preferred suppliers I can proof them wrong every time! Please read my safari reviews!

Since then I have spent many hours researching consortiums such as Virtuoso & Ensemble, host agencies such as Nexion & Travelsavers and their agency networks.

The conclusion: There is a serious conflict of interests between travel agents, host agencies, consortiums, their preferred suppliers and their clients.  

Travel agents have to draw a line in the sand and decide if they want to be “agents of their suppliers” or “agents for their clients”.  

The travel agent – client relationship:

When consumers contact travel agencies to book luxury safaris, they are looking for someone to relieve them of the burden of choosing between so many options and choices. Many of these clients have long-standing relationships with their travel agents; these agents understand their needs, budgets and interests. It boils down to loyalty and trust – a client trusts the travel agent to recommend and book the best possible safari experience. In return the rich is known for their loyalty and if an agent delivers a memorable vacation he or she may have a client for life!

For the wealthy costs has always been a secondary concern, playing second fiddle to the possibilities and excitement of the experience itself. Returning home to friends and colleagues with tales of extraordinary events, private encounters and exclusive occasions are worth every penny spent!

But recent trends are turning this happy union between travel agent and rich client upside down:

• The economy forced even the wealthy to take a hard look at where the money goes and travel is an obvious area of concern.  The rich can still afford $1000-plus-per-day safaris but they need assurance that they are getting their money’s-worth. They do not want to hear someone else paid $500 per day for the same experience. If necessary, the rich would rather spend $2000 a day if it affords them a more exclusive and private safari experience.  The challenge is – can the traditional travel agent deliver such top-end safari experiences?   
• A new breed of luxury traveler may have arrived – the modern rich. We know about “old-money rich”, “baby boomer inheritance rich” and “aspirational rich” (those who aspire to be wealthy and spend lots of money when they can afford it).  But the modern rich are different. They are self-made and believe in functional luxury rather than traditional brand products. They want authenticity, they do their own research and they develop their own style.  They are very aware of the influence of the social web and feedback cycle and are not afraid to participate – have you heard of “Twitter?”
• Technology has evolved to a point where anyone can snap pictures and videos and publish a trip report or review on the internet within seconds after arriving at a hotel or destination.  Even the rich have jumped on the “tweet” bandwagon and it is not uncommon to see candid pictures and reviews on the web of the world’s most exclusive resorts and destinations. It has become very challenging for travel agents to stay a step ahead of their clients in terms of destination knowledge.  A whirlwind “fam” trip or webcast product training session about a destination is hardly enough to certify a travel agent as an “expert”.
• Traditional media publications are starting to take note of travel forums and bloggers such as myself. Reporters from USA Today, CNN, New York Times, The Daily Mail and many others are following online discussions for inspiration. Just recently the Daily Mail picked up on heated threads in Travelhub and TravelRants about travel agents who charge consulting fees. Daily Mail then published an article about travel agent fees and the discussion reached a worldwide audience! The traveling public is no longer at the sole mercy of advertisers and one-sided articles in glossy magazines such as Conde Naste who only credits the most expensive safari companies at the end of every article about Africa.

Are high net-worth clients starting to question their relationships with their travel agents? Are they turning to the internet for travel planning?

The conflict:

Most luxury travel agents work for brick & mortar agencies or host agencies that are affiliated with consortiums such as the Ensemble Group and Virtuoso. Every consortium and host agency has a list of preferred safari suppliers who were selected based on private (not public) criteria. One has to assume a proven track record of excellent service is considered more important than paying high commissions but who knows! Is it just a coincidence that many of the world’s most expensive safari companies are also the preferred suppliers of most host agencies and consortiums?

Travel agents receive special perks when booking safaris with one of their host agency’s preferred suppliers.  They receive rewards and recognition as top producers and there is a healthy competition between travel agents and their agencies to achieve such honors. For example, Abercrombie & Kent’s Top 100 Club is a prestigious circle of 100 agencies recognized for their outstanding sales performance with them. Tauck Tours Top Producer is another.

In my opinion, the business of steering clients to preferred suppliers is not a healthy one. Travel agents are clearly crossing a boundary between loyalty to their suppliers, and providing independent travel advice to their clients. When faced with choosing between a wonderful private safari with a top local outfitter in East Africa and an overly expensive group safari with a preferred international supplier who pays top commissions and earnings towards top producer status, who will a travel agent pick for his/her client?

The general response to my concern about consortiums and host agencies and preferred suppliers is that volume buying results in savings for clients. The consortium or agency can negotiate better rates with the safari supplier and the savings are passed down to the client.

Well, show me!

I have yet to see an East African safari itinerary from any consortium or host agency that offers real value for money and time.

The Travel Agent:

You have to decide who to work for – your suppliers or your clients? Unfortunately, you cannot serve two masters. It is perfectly fine to use your host agency’s preferred suppliers in some situations but for East African safaris you should research and find your own suppliers.

Specialize. Specialize. Specialize! With the help of your suppliers, transform yourself into a Safari Specialist. Learn as much as you can about safari destinations and visit Africa during low season when rates are more affordable and complimentary rooms are easier to negotiate.

Decide if you want to be in the luxury safari market or consumer safari market. There is a huge difference. Please do not think of luxury in terms of price or blindly associate luxury with your current safari suppliers.  Some of the most expensive safaris on your brochure rack are not luxurious at all! Please look for future blog entries about luxury safaris and what luxury really means!

Selling safaris can be a very profitable business but it needs your focus and attention. It also needs a very close relationship between you and your safari supplier. You need to trust your supplier to provide excellent service and safari advice during and after the sales cycle. There is a very bright future for luxury Safari Specialists. Do not miss this opportunity!

Please visit go-safari for more information about selling safaris and some real facts about using popular preferred suppliers.

The Consumer:

What can you, the consumer, do to ensure a true luxury safari experience at reasonable costs?

1. Find a Safari Specialist. Designing a safari is not a job for the inexperienced and generalist travel agent. But be wary of “Africa Specialists” – Africa is a very, very big continent. There is no way one person can be an expert or specialist in all of Africa!  If you are traveling to Southern Africa, find a Southern Africa Specialist. If you are going to East Africa, find an East African Specialist.
2. Ask your Safari Specialist for a list of his or her preferred safari suppliers for your safari. Is your Safari Specialist the actual operator of the safari or not? If not, then you have a right to know who will look after you while in Africa.  Avoid middlemen – many Safari Specialists use international companies instead of local ground operators and this is both unnecessary and costly.
3. Avoid brochure safaris, go custom. Despite the pretty pictures and colorful itineraries there are very few brochure safaris that are worth their exorbitant costs.  You can do a private custom safari with a better itinerary and less money than the cost of a group tour with 16 – 32 participants!  
4. Educate yourself! Do not overpay. Visit the right parks at the right time. Stay in the best lodges or camps. Get an experienced guide and good safari vehicle. Go private. 

Look for the early spring release of my long-awaited e-book “Planning Your Safari – East Africa!”

About Eben

Please visit my safari web site – www.ebensafaris.com

To prevent spam robots from grabbing my email and phone number, I have to use a funky image for my contact info!

Our sales office is in the EST time zone (Virginia, USA). For many months each year, I work from the bush. I carry a satellite phone, two cell phones, solar battery chargers and several small notebooks with cell modems!