Complaint Review: Touch of Africa - Sarasota Select State/Province

REVIEW UPDATE: May 16, 2018: Go Touch Down Travel Tours remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. Go Touch Down Travel Tours is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.

To date, Go Touch Down Travel Tours has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.

Over time and since becoming a member, Go Touch Down Travel Tours has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever Go Touch Down Travel Tours remains committed to improving customer satisfaction.

Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.

Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!

*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at [email protected].

Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to Go Touch Down Travel & Tours, Touch of Africa and Touch Corporation for their commitment to excellence in customer service.

Ripoff Report’s discussions with Go Touch Down Travel & Tours, Touch of Africa and Touch Corporation have revealed an ongoing commitment by these companies to total client satisfaction. Go Touch Down Travel & Tours, Touch of Africa and parent company,Touch Corporation are extremely sensitive and responsive to client concerns and view them as an opportunity to continually develop their systems, procedures and products in order to maintain excellent customer service, employee and client relations and exceptional product delivery.

Chief Operating Officer and Director of North American Operations Deon Barnard stated, "Communication is essential. We remain transparent regarding who we are, what we do and how we do it. The Rip-off Report Corporate Advocacy Program is a wonderful way to demonstrate the depth of our commitment.”



Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

The information provided in this report below is based on comments made by Dion Barnard during an on-site inspection held by a third-party verification company with no biases toward Go Touch Down Travel and Tours.

Go Touch Down Travel and Tours is a registered travel agency specializing in tours to South Africa, as well as offering cruise-planning services. In addition to their sales and services offered, Go Touch Down also markets their business through a store called A Touch of Africa, where clients can learn about unique aspects of South Africa. Leads are acquired through a number of sources, including networking events, travel shows, and other promotional and marketing events. At each of these events, they have a registration table available for clients to gather additional information or subscribe to an e-mail list to receive information on promotions and specials. These marketing and promotional events serve as the first point of contact in the sales process.

At times, customers are not satisfied with the services they received. “We are a new company. When you develop a new process, develop a new business, something in some way will go wrong,” states Deon Barnard, a representative of Go Touch Down. Mr. Barnard states that the few complaints they have received have been regarding the administrative and pre-travel portion of the process, rather than the product and vacation itself. “Maybe we did not do something on an account, or it might be that our staff did not return a call as required and a client feels that the feedback is not there. So that has been the most challenging thing about setting up a new business,” states Mr. Barnard. However, in the 3-4 years that they have been in business, Mr. Barnard believes they have only had three or four serious complaints. “We take it very seriously to correct anything which has come to light,” he states. “We immediately address the problem, contact the client, and ensure that our relationship with the client is restored.” Mr. Barnard states that through their complaint resolution process, he believes each client who brought an issue to the attention of Go Touch Down feels that the issue is resolved and feels satisfied. “We work with the client until we believe an amicable, reasonable resolution has been reached. Any contract a client signs can be canceled. We can accommodate changes in dates or cancellation,” he states.

After a complaint is resolved, Go Touch Down Travel and Tours has a follow-up procedure in place to ensure the continued satisfaction of their clients. “Unless a client unsubscribes from our newsletters and follow-ups, they will continually be serviced through our service department,” states Mr. Barnard They do not remove any clients from their database, unless that client specifically tells them that he or she is no longer interested in their services. To keep complaints to a minimum, the team at Go Touch Down reviews feedback from their clients via an online survey. The feedback is analyzed in weekly operational meetings with the staff in South Africa. Any feedback offered by a client is recorded in that client’s file. The representatives also strive to communicate the sales contract and cancellation policy in full detail to clients in the beginning of the planning process, to make sure there are no misunderstandings. In the event that a client does need to cancel, Go Touch Down does their best to work with the third-party suppliers such as the cruise lines, etc, to satisfy the client.



In response to complaints lodged against Go Touch Down Travel and Tours on Ripoff Report, Mr. Barnard states that the complaint came from a disgruntled ex-employee. “She was extremely good at what she did [in the marketing department]. She was good for the company. But at the end of the day, the relationship came to a point when it was a mutual decision that we part ways… The very next day she lashed out on Ripoff Report,” states Mr. Barnard. Go Touch Down went to court with this person, and states they have since moved on from the matter and are focusing on continuing to ensure that their clients are happy and satisfied.

Mr. Barnard and the team at Go Touch Down recognize the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. “Being a part of this program [and] turning a negative into a positive will benefit us. We understand that Ripoff Report is a voice for the consumer. At the same time, we are grateful for the opportunity that that company can now have a rebuttal. This is the positive and this is what we stand for,” states Mr. Barnard.

GO TOUCH DOWN TRAVEL & TOURS, TOUCH OF AFRICA AND TOUCH CORPORATION / Statements from the COO.

" Because we provide such personalized service, superior accommodations and extraordinary itineraries, our travelers return home with memories of a lifetime and the desire to share them with friends, family and colleagues.

Touch Rewards

"UNLIMITED CASH BACK – Rewards with us NEVER expire!

Everyone loves cash back. With our Touch Rewards loyalty program, you will enjoy 1.5% cash back on every dollar you spend in any of our companies. Whether it is for South African tours, Cruises, our Condominium and Resorts membership, for Art and decor at our Touch of Africa boutique or beverages and lite bites at our Afro Cafe. The more you spend, the more you earn.”

Going Solo with Go Touch Down

"No Single Supplements – Ever.”

What is a Single Supplement?

A single supplement is not a vitamin, though it might be much more palatable if it were! The single supplement is a premium surcharge imposed upon solo travelers when they reserve a room. The amount of the supplement ranges from 10 to 100 percent of the standard accommodation rate and applies only to single travelers, not to couples traveling together.

The Great Single Supplement Debate

"Single supplements are fairly standard in the hospitality industry; accommodation vendors justify the charge as an appropriate business practice. The commonly-held notion is that single travelers should pay for the luxury and convenience of having a room to themselves, and secondly, the burden of cost for preparing and cleaning the room must fall upon the single guest. They argue that although single supplements appear unfair, one must realize that travel providers calculate costs of lodging and transportation based on two travelers, the most common way to travel.

Single travelers, however, see the charge as price gouging at their expense. They may prefer to travel alone, or have little choice but to do so. Many travelers enjoy traveling solo as the best way to tailor their own experiences. Some enjoy traveling with a friend but prefer the privacy of their own room. As part of a family or group, a person may be the third or fifth traveler requiring a single room.

Among the many comments online, and particularly on Trip Advisor, we found this one to be most poignant and succinct:

“Single supplements when traveling are nothing more than blatant discrimination against single travelers. Just because it’s an industry norm it by no means makes it right! Singles consume half the water, electricity, amenities and toilet paper but are penalized for having the sheer audacity to travel alone…”

We couldn’t agree more.

Go Touch Down Travel & Tours does not charge a single supplement; never has, never will.

Our Cruise and Land Specialist, Judy Weppler offers her thoughts on the matter, “Some tour companies charge hundreds of dollars. Some offer a share rate, if you’re willing to share a room with another single traveler, but that’s hit and miss. We don’t charge a single supplement for our Cape Town or Safari tours – ever.”



STATED IMPROVEMENTS FROM YOUR COMPANY NAME.

Ripoff Report was pleased to learn that Go Touch Down Travel & Tours, Touch of Africa and its parent company,Touch Corporation, are committed to 100% customer satisfaction and have made every possible effort to ensure that all customers have a positive experience when dealing with any of their companies. One of the ways they know exactly what their customers think is through their surveys. The results from these client surveys, debriefing and feedback has proven invaluable in maintaining and improving their service levels.

Touch Corporation and its subsidiaries, Go Touch Down Travel & Tours and Touch of Africa recognize that complaints that might be posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. The group continuously make organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our investigation, which included discussions with Mr Barnard and many of his colleagues, clients, staff, and other past and current associates, Rip-off Report is convinced that Go Touch Down Travel & Tours, Touch of Africa and Touch Corporation are committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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Touch of Africa***unethical, liars, gypsies*** Sarasota Florida

This company is the worst for employees.....I worked here in their Marketing Dept.....I collected leads at different events....I was promised to be paid per lead......they never paid as promised. They cheated and stole and made up one lie after another....

I did not stay long. My manager was the absolute worse....Tammy, she did not have any expertise in the field. She actually was fired after I quit....I understand they still owe her to the tune of 4,000. I consider myself lucky to have left the first time I was cheated. The CEO Deon Barnard ....is totally full of himself...He is the best LIAR I have ever seen....especially when he is in front of a crowd...He will twist and turn and put on a show  for the crowd... I must admit he is quite funny for a little guy....

Do business with this company at your own risk....from the inside I would not do business with them. I doubt if they will be in the USA long as there whole plan is to get people to give up their banking information and travel years later. They claim to have sold many trips....or so the LIAR Deon claims but can produce no pictures of tours ever leaving. Just a few isolated folks that are his personal friends who he then hires as staff to give testimonies.

If someone refuses their payment plan...and insist on traveling in the next couple of months they are given one excuse after another. I am not sure why. If you ever attend one of their "Events" take the gifts and run...I hear there is another travel agency on the St. Armands Circle run by a lovely couple that can do what Go Touch Down Travel & Tours can't and that is DELIVER....Word is...Tammy the fired manager is there and they are teaching her to deliver as well.. Good for you Tammy...Hope you collect your $4,000.