Tuesday of last week, I called Steve to try to book one of two trips. Steve was apparently on the phone so Fred, who answered the phone, said he could handle it. He asked if I was a prior customer and I said yes, and he found my name, email, etc.

I described in detail what I needed and that depending on costs and routing, I was going to book one of the trips, either to South Africa or Argentina.

I've waited a week and not a word. I'm sure the lack of the few hundred dollars we would have paid his agency won't sink him, but he won't have that or any future income from me or my family. Ever.

I'm done with Travel with Guns.

I used Steve last September for my RSA trip and everything was perfect.

I've used him again for our trip to NZ in a few weeks and everything is going the same.

I will say that I was coordinating the NZ details out with him in January and he was a little slow on some of the response, but it was also the middle of the safari shows, so he's expectedly busy and we still had plenty of time to do the booking.

It sounds like Fred needs a kick in the arse and Steve needs to know about it. Why didn't you call him again, when you didn't get a call back?

quote:

Why didn't you call him again, when you didn't get a call back?

Because I don't think I should have to chase down someone in a service industry to take my money.

I used TWG (Steve) on a previous trip and his service was excellent.

Similar experience to yours Gato. I talked with them at DSC this past January about getting to Namibia. Didn't hear from them for a month, and when I called their office, they had not a clue who I was or what I wanted. Gracy handled it smoothly and easily shortly thereafter.

I've used Steve for the past year and have had ZERO problems

Same here. I now use Kathi at Wild Travel.

I had the same experience as you Gato. I'll not try them again.

I always heard glowing reports of good service from clients of TWG here so I thought I'd give them a try.
I tried TWG for my travel to Zim May 2013. I put up with an incompetent woman for two weeks before bagging it.
She was slow to respond.
Had the wrong itinerary and wrong name when she did call and e-mail.
Had me in an itinerary that would take me three days to get to my destination due to overly long layovers.
The flights she wanted me to take would have cost me 50% more than what I ended up paying.
I got sick of it so booked elsewhere.
I was very disappointed but never said anything until now thinking it was just the agent I happened to draw.

shawn at gracy

Have used Steve for six or seven trips without an issue. There are six of us that used Steve for a trip this coming June. Zero issues. In fact, by having us wait a week or so to book he ended up saving us several hundred dollars a piece. I have used others mentioned on this thread and Steve and his team provide far superior service.

I have had good dealings w Steve and his team. Have another trip coming up this fall they have handled. Only 1 prior trip but it was flawless. 163bc

So at best mixed reviews...there are many other companies.

quote:

Originally posted by txlonghorn:
So at best mixed reviews...there are many other companies.

Same with the others. Do a search.

I have been very pleased with Steve and his service. He worked his A off when I had three separate flights on Delta out of ATL to Burkina canceled this past Feb snow storms. He got me on a next day out of Houston thru Istanbul on Turkish--cheaper and better seats than Delta and arranged a stay over in Istanbul with a private tour guide and a great boutique hotel in the old town--all on extremely short notice. Saved my bacon for sure.
Spent too much on Turkish rugs but that is another story. LOL

My partner and I have used TWG and Steve for a half dozen trips in the last 4 years to RSA, Namibia, and Bots. No problems at all. I will always give him first try.

Call Steve. Make sure you talk to Steve. It will be solved.

quote:

Originally posted by Gatogordo:
Tuesday of last week, I called Steve to try to book one of two trips. Steve was apparently on the phone so Fred, who answered the phone, said he could handle it. He asked if I was a prior customer and I said yes, and he found my name, email, etc.

I described in detail what I needed and that depending on costs and routing, I was going to book one of the trips, either to South Africa or Argentina.

I've waited a week and not a word. I'm sure the lack of the few hundred dollars we would have paid his agency won't sink him, but he won't have that or any future income from me or my family. Ever.

I'm done with Travel with Guns.

If I call a business and they promise to call back, they better do, or they will not see me there again.

But, as we have heard nothing but good about Steve, Fred might be the wrong person to work for him, and he needs to know about it.

Fred sounds like someone who should not be working in any reputable business.

I use Steve's service probably 10+ times a year, as do a number of folks in our company. We have had nothing but first class service, and when I have had a problem in Africa(and have had a few), getting on the phone (or email with him if possible) has been the route to solve all problems. I do deal directly with Steve though...

quote:

Originally posted by Tim Herald:
I use Steve's service probably 10+ times a year, as do a number of folks in our company. We have had nothing but first class service, and when I have had a problem in Africa(and have had a few), getting on the phone (or email with him if possible) has been the route to solve all problems. I do deal directly with Steve though...

No offence intended toward anyone... but it is worth mentioning that it is very common for groups and businesses to get better service from an outfitter/PH/travel agent than those of us who are making a solo trip.

Having said that, Shawn at Gracy always gave me over the top outstanding service. Same with Elaine from African Odyssey.

There is one agent who posts here on AR who totally flaked on me, so I can understand Gato's frustration. I hear that she is much more reliable now. I am sure that is true. You won't make it long if you flake on your customers.

These days I book online.

Been using Steve since he was with Gracy. No issues but I found that you must deal with Steve.

I have used Steve, TWG, for many trips in the past and touted his service to all who asked. Don't know what has changed there??? Called a month or so ago, told Steve exactly the route and approximate dates for my trip to Moz in September and never heard a word back. Finally made the decision to go with another Agency. Have used this other one a few times in the past, with very good service I might add, so will most likely stay with them from now on.

Larry Sellers
SCI(International)Life Member
Sabatti 'trash' Double Shooter
R8 Blaser
DRSS

I didn't have very good experience with TWG either. I started trying to work with them last year for this upcoming trip. Steve NEVER had the time to talk to me and his office personnel were not so inclined to return calls or answer many questions.
I didn't have that problem with Gracy so they will get my business.

Thanks to all who have posted and to Gatogordo for starting the thread.

He is absolutely correct in noting he should not have to call again when dealing in the service industry and there are a number of good agents out there who can assist.

I am fully aware of the fact we have not been able to get back to clients in a timely manner over the last two weeks, and we are doing our best to catch up as fast as we can. Unfortunately one of our co-workers had a death in the family and has had to take time off during this very busy high season and we are short staffed.

I can only apologize to all who have had to wait for a reply and hope that you were able to find alternative assistance if we did not get back to you in a timely manner.

I'll throw my $0.02 in here.

I had a business trip added to the beginning of my safari, so called Steve and had my flights changed to leave early. About a week later, business trip was cancelled. So, another call to change back to the original dates, which Fred took my call. I called back later that afternoon and Fred said he would touch bases with Steve to see where everything stood. About an hour later, a call from Fred saying everything was changed back. Not sure what could have been done differently.

No matter the business it's very possible notes
get mislaid, even worse with this electronic stuff.
I've always given folks a second chance.
If they fail that too, they're sol.
Just my opinion though and never used a travel
agency. Though I've done a bunch of business
with other folks.
Gato; I only have one question for you:
"have you ever screwed something up?"
George

Here's the deal, in my simple mind, anyway:

Most of us, perhaps as evidenced that we have the discretionary funds to travel, have been in positions of responsibility, might even own our own businesses, maybe had commands in the military... you get the drift... and therefore we expect (and even demand) those who work for us or provide services for our dollars, to live up to the expectations we set for ourselves or our employees.

We've spent our lives working hard and setting standards (and sometimes even culling employees who won't live up to the mark and, at least making sure that the miscreant learns from the mistake). We have been successful in what we do because we work hard, demand quality of our people and it's dang difficult sometimes to expect less from those to whom we want to pay a buck for a service.

All that said, I've found that a concise and accurate (but polite) complaint to the owner of a service company most usually gets a very good response and, more times that not, some personal attention that fixes the problem with a few extra benefits tossed in.

In other words, constructive criticism is what we want about our performance (or that of our employees' product), isn't it? We can't be everywhere, I reckon. We need input to improve, me thinks.

And what do we do when we get a valid complaint? We fix it and, hopefully, become better. I would expect Steve will learn from this and make a better plan for next time someone is unavoidably absent. And, from his post above, it looks like he's on the right track.

You get more flies with syrup than vinegar, in my humble experience. And, it ain't all about my being forgiving and understanding, 'cause, in a selfish way, I find that the sweeter syrup returned from the folks to whom you gave a second chance, usually is better than what you pay for.

The world is full of demanding people.

Like I stated above......no complaints here

My one trip using him went fine.

I do understand the frustration of not being called back and agree, that in a similar situation, I would not use such a company again.

Good luck to Steve getting his business difficulties straightened out. Being a small business myself, when a key person is out, there is often no one available to pick up the slack. But the flip side is when things are running smoothly, small businesses generally deliver personalized service the big guys can't hope to match.

My hunting partner and I are using TWGs services for our trip to Zim this June. We have been working with Susan who has done a tremendous job answering our questions and keeping us informed as to the processes and procedures necessary to make certain our trip flows smoothly. We certainly will use them again.

Susan and Steve took great care of me 2 years ago. And I'd worked with Susan in the past as well. Great experience

I went through TWG two years ago for a trip to Namibia. Both Steve and Susan helped a great deal. I will definitely go through TWG for my 2015 trip to Argentina. I was truly impressed with the level of service they provided but I'm just an average guy who understands the hardships of trying to provide good service to my customers.

quote:

Because I don't think I should have to chase down someone in a service industry to take my money.

Did you ever stop to think it may just have been a communication problem.

Steve and Susan have always provided me with great service as has Gracy. I believe that Steve's explanation and apology are all that could be forthcoming. I'll continue to use him.

Dutch

I have had great success with Steve's service over the years. I'll continue to use him and to refer my friends to him.

I agree 100% with Judge G and try to hold myself in check by remembering we all make mistakes. What defines you is how you fix the mistake and prevent it from happening again.

In this case I have to agree with Gatogordo as well, since as I recently had a similar experience. I called three different weeks and was promised a call back each time that never came. I was finally emailed an itinerary (that I would never fly) and responded with questions that have yet to be answered after several weeks. As per the postings, I hope Steve get's his problems fixed and I am happy for everyone that has had a good experience. I will be finding another provider.

I've known Steve from when he was with another agency and have used TWG's several times. They've always gone above and beyond and done well. If I have an issue, I prefer to deal with the owner, but Fred handled my last trip without incident. I think it's a good outfit, based on past experience.

Another thumbs up for Steve Turner and Travel With Guns.

It is funny, I have had great service from most agencies and sub-par service from a few. Some of those agents who didn't perform for me have gotten glowing reviews on these threads, other haven't.

Book enough trips and someone just might let you down. I usually try and find out why. If there is a good reason, I shrug it off... having been in a service business I know no matter how hard you try, with certain clients you always have some type of snafu. Sometimes it is your fault and you try and fix it, sometimes it is another party, like the airlines and you have to accept blame when it is not your fault and take the heat or lose the clients. That is free market capitalism and why there are multiple agencies... but when I find one I like I stick with them and Steve and Susan have always been great to me.

I second the for Steve. He got me out of a bind in Amsterdam on my way to Tanzania one year when I missed my connecting flight and wasn't my travel agent at that time. Needless to say Steve has booked all my trips across the pond for me since. Like my old football coach used to say, anyone can look like a stud when things are going good... Steve turner is the guy that will step up and shine when things are going bad.

I have had nothing but prompt professional service from Steve. They have 5 of us all set from our upcoming trip to Zim. 2 are traveling on Emirates And the other 3 on Delta. All the gun permits and lodging are in hand. I couldn't ask for any better service.

The only criticism I have is the free luggage tags he gives out. Cool as they are, I am NOT putting a yellow TRAVEL WITH GUNS tag on my bags!!

I dont want to invite any un-necessay attention my way.