Undiscovered Destinations Traveller Reviews

We are very disappointed with this feedback and believe that some context is required. This was a pioneering tour with a lot of off road travel through the desert..
Having been operating tours in Sudan for more than 10 years this is the first occasion when we have received a negative report about the standard of drivers, or the ability of the driving staff. The drivers were all highly experienced and trained in off road desert driving. Vehicles are fitted with functioning seat belts and the guides carry satellite phones and GPS.

On one day of the tour it is necessary to cross an area of dunes, and it is not unusual for the vehicles to become temporarily stuck in the sand and this is quite normal and very often is an aspect of the trip that most true adventure travellers will enjoy. By getting off the beaten in this way, our clients are rewarded with the opportunity to visit remote villages and to encounter the nomadic people.

With the above in mind you were asked to wear your seat belt, but refused. It is reported that in fact you refused to wear your seat belt from the start of the trip, and again refused when requested by your driver on approach to the dunes. To assist the drivers, and to gain a real sense of participation in the adventure, clients may be asked to get out of the vehicle, and if they wish, help dig or push, in order to free the cars from the sand. It has been reported that you refused to leave the vehicle
There was not a ‘race’ over sand dunes .One of the most important aspects of driving in this type of terrain is to keep momentum and to keep travelling in a straight line. This is not ‘racing’. When vehicles have to travel over a dune, they have to go straight up and down and never make any turns. This coupled with the reduced tyre pressures means that jolts and bumps are common. This was explained before the journey and at the time.

At one point the vehicle in which you were travelling crossed a dune and unfortunately landed on some uneven ground, after which you stated to the driver you had hurt your back. Your guide showed immediate concern and later spoke to his office in Khartoum. He was told that you should be taken to see a doctor at the first opportunity, either upon arrival in Karima or when passing through Shendi on the way back to Khartoum. We were kept informed of the incident, and agreed strongly that you should be given the opportunity to seek medical treatment. You were also advised by the guide to contact your travel insurance company.

It has been reported that despite the concern shown you refused to see a doctor whilst in Sudan and did not use the phones available to contact your insurance company.
Despite the fact that you refused to see a doctor, you asked your guide Khalid to provide an ‘accident report’. Together with our local supplier we refute your suggestion that this incident was an ‘accident.’ Any discomfort or inconvenience experienced was no more than one must expect when travelling off road, through the desert. We instructed our local supplier that a report cannot be provided given that you chose not to see a doctor. And of course you must understand that Khalid is not medically qualified to examine you or to make any sort of diagnosis. We are very sorry if you continued the tour suffering any discomfort or pain but to be very clear, you were given the opportunity to see a doctor, but you refused.

We welcome all feedback and are always trying to learn and improve our services both here in the UK and overseas. As can be seen by all our previous clients’ feedback , Undiscovered Destinations has an excellent reputation for quality, safety and service. In this case, your expectations may not have been in line with the physical requirements of the tour. We will be reviewing the way that our tour dossier describes this journey and the fitness ratings given to see if these could be improved.

Undiscovered Destinations take all feedback and complaints very seriously. We cannot accept liability for any unsubstantiated injury and therefore declined your request for £1000 compensation.

Thank you and we are delighted that you enjoyed your trip.

Thank you.

Thank you for your feedback. We are delighted that you enjoyed Oman.

Thank you for your kind feedback.

Thank you for the feedback.

Thank you.

Thank you for your feedback. We are delighted that you enjoyed Sudan and we will pass on your compliments to the team in Sudan.

Thank you for the kind feedback.

I am sorry that you felt that the tour can only be summarised as expensive desert driving. In addition to driving in the desert the tour also includes many wonderful and unique archaeological sites all which can be accessed from Karima and Meroe which is why in addition to Khartoum,the overnight stays are situated in these places. Back in August you asked to change your tour from Eritrea to Sudan. The Eritrea tour you were originally booked on did not have any camping involved in it so we have assumed you would want to change to a similar style of tour with a similar duration which is why you were offered the Black Pharaohs tour which you subsequently booked. We apologise that an apparent incorrect assumption has been made.

I'm afraid Sudan is an expensive country to travel in. Vehicle and fuel costs in particular are very high.

It is a truly amazing trip and we are delighted that you enjoyed it.

We are delighted you enjoyed Burma and that it exceeded your expectations

Thanks for your comments