It goes without saying that customer satisfaction is at the heart of what we do. But rather than assume what customers enjoyed or found useful, we ask them. Over the past ten years we've been collating customer feedback from every trip we've planned to find out the actual reasons our customers choose us. The list below is our top six. Actually, their top six.
We're well-travelled and well-versed in every destination we offer, every property we recommend and every activity we suggest. We never recommend anything we haven't experienced first-hand. We've been continually been recognised as the best in our industry through multi-award wins. Mahlatini has been voted the Best Safari, Wildlife and Holiday Company at the British Travel Awards for three consecutive years (2016-2018) and nominated as 2020's Leading Safari Tour Operator at the distinguished World Travel Awards.
In the same way that customers trust the advice we give them about their trip, they put equal confidence in how we handle their payments and the protection we offer through membership of ATOL, ATTA, TTA and TMT. We're most proud of the positive endorsement from our clients. Feedback on our service is independently verified by Feefo and we have been awarded the Platinum Trusted Service Award in both 2020 and 2021, having previously been awarded Gold standard in 2017, 2018 and 2019.
The trips we plan and sell are luxurious and exclusive, but the advice we give is down-to-earth and from the heart. The travel expert you first speak to will be with you every step of the way - from initial ideas and itineraries to support throughout your trip and even when you return home. Our personal service and attention to detail is legendary.
Our genuine commitment to protecting the African ecosystem is present in every tailor-made journey we create. From our longstanding relationships with suppliers who are conservation led and pioneers of responsible tourism; our carbon-setting initiative; to our ardent support for several wildlife and community-based charities.
We are able to compete on price with just about everyone, including you! What we mean is that if you booked the same flights, accommodation and activities yourself, our price would be similar, usually lower. But of course, booking through us means you get our invaluable advice and guidance, 24/7 support and 100% financial protection.
Because we've been around since 2002 we know many of the suppliers and property owners personally. It means our customers get preferential upgrades, exclusive activities and levels of care that are just that bit better than everyone else.
Often, people have a big picture vision of where they want to go and what they want to see. But more times than not, we can suggest better alternatives that might be off the beaten track or under the radar of the bigger, more generalist travel companies. The most popular places are not always the best available and depending on what your expectations are we can always offer alternative suggestions that will make your trip unique and truly special.