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Originally Posted by jimworcs
That is an absolute horror story. The insistence on cash rather than credit card is often problematic. It is often the case that the transactions did go through electronically and that the cash payment went directly into someones pocket. I was stranded in Senegal and found it very difficult to get out in similar circumstances.
Your travel agent let you down badly. You should consider legal action if they don't come through.
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I was thinking the exact same thing. In several parts of the world, mostly developing nations, the only way to get any level of "customer service" is with a gratuity or bribe. It's just the way it is. In the very first paragraph of your account there were a few things that stuck out. First was that your travel agent never advised you that you might encounter problems. A good travel agent who has traveled in the same part of the world to which they are sending you will advise you of the "ins and outs" of what is a customary "bribe" to pay to get things done. For instance the hotel employee who told you the airline was on strike. While I haven't been to Rwanda I have been to Kenya and I interpreted that to mean "I might have some inside information/contact with the airline and would be willing to help...for a price." Perhaps if you had chatted him up a bit and given him the equivalent of $5-$10 USD he probably would have given you a name at the airport who, for about $10-$20 USD, would get you on the next flight to Nairobi. Fast forward to the airport when they kept handing you back your paperwork without any ticket confirmation. Had you slipped it back to them with some cash they probably would have taken care of you as well. I know it's outrageous to have to "pay" for a service which in Europe or the US we would just expect but in some cultures that's still how it's handled.
I know you had the trip from hell (at least trying to return to the US) and as a result spent a lot more money than you expected to. Your travel agent and/or the tour company through which you purchased this package shouldn't have left you in the lurch and I believe your best shot at getting any sort of compensation would be through them. As Jim said a clear, concise account of the events with an understandable timeline would be the best approach and make it clear that if you don't get satisfaction from them voluntarily that you are ready and willing to pursue the matter legally. Might I also suggest a possible alternative in the form of an ombudsman. When you finalize your "second draft" of this mess send it, along with any supporting documentation and receipts, to Conde Nast Traveler magazine. Every month I read of people like yourself with travel disasters where their ombudsman was able to secure a satisfactory settlement.
Finally I would also look into your travel package to see if you were sold any type of insurance policy. Some of the expenses you list, for example the ticket on Rwanda Air and the additional hotel costs at the same property for which you had pre-paid reservations, are probably covered under trip interruption insurance and could be easily recouped from the insurance company. Other expenses like meals, ground transportation, and phone calls probably aren't covered and that is what you'll need to go after the tour company for.
Good luck and please let us know the final outcome.