How we handle a booking that goes wrong

Posted by

admin

October 18, 2026

On June 2, 2026

Flights get delayed, lodges overbook and borders change their rules without warning. It happens. What matters is what we do next.

Our job does not end once your booking is confirmed. It continues for as long as you are travelling.

What Happens Next

We call the lodge or airline directly, find another option, and let you know before you even notice something went wrong.

Travel agent's desk with a plain white desk clock, passport and luggage keys, evoking a booking being sorted out

Glass hurricane lamp on a cork base on stacked travel guidebooks beside a window overlooking a misty Cape landscape

Three comfortable armchairs in a safari lodge lounge with whitewashed brick wall and polished concrete floor

Travel booking support desk scene: printed itinerary, passport and phone on a desk beside a sunlit window, representing

If a property closes for renovations or a flight is cancelled, we have a shortlist of similar options ready, often in the same area and at the same standard.

Keeping You Informed

You will hear from us by phone or message as soon as we know, not after the fact. We would rather call you ten times with updates than once with an apology.

Bright, stylish guest lounge in a South African boutique hotel with a grey sofa, coffee table, shelving and a yellow arm

Thandeka Nkosi – Travel Consultant

If your lodge closes last minute or a connecting flight falls through, I am the person who finds you a new room or a new route, usually within the hour, so your trip carries on without a gap.

Open-air safari lodge terrace bar with a curved white bar counter, shelves of bottles behind and a lush green garden bac

Pieter van Wyk – Safari Specialist

I plan the game drive timing and transfers between camps, so when something changes on the ground, I already know which lodge can take you in and how to get you there.

Travel consultant and a couple at a desk reviewing a rebooked holiday itinerary, calm and reassuring

Nomvula Dlamini – Bookings Manager

I keep track of every reservation from deposit to check out. If a supplier cancels on us, I am usually the first to know, and the first to start sorting out a replacement.

Two lounge armchairs in a boutique safari lodge sitting room with colourful African-inspired tiled wall and glass of loc

Riyaad Essop – Client Relations

Once you are travelling, I am the voice on the phone if anything needs sorting out. My job is to make sure a hiccup on your trip stays a small one.

"Our flight was cancelled the night before we were due to fly to Skukuza. Trekhaven had us rebooked on an earlier flight and the lodge transfer adjusted before we even landed. We did not lose a single day of our safari."

"A storm closed the airstrip near our lodge and we thought we would miss two nights. Trekhaven arranged a road transfer and extra activities to make up for the lost time. They sorted it out before we had even finished breakfast."

"Our honeymoon lodge double booked our room by mistake. One call to Trekhaven and we were upgraded to a better suite at a nearby property, no extra cost and no stress on our side."

Our Simple Promise

If something goes wrong on your trip, you will not be left to sort it out on your own. We stay on the phone, with the lodge, the airline or the transfer company, until it is fixed. That is the service you are paying for, not just the booking itself.