This archive report was first published on 26 December 2019.
Bonfire Adventures Exposed for Poor Services and Arrogant Responses ¶
December 26, 2019, marked a day of reckoning for Bonfire Adventures, a travel company, as Kenyans took to social media to share their terrible experiences with the company.
At the center of the controversy was a mother and her seven-year-old son who were denied a trip to Dubai and refused a refund of Sh250,000 ($2500) despite paying for the vacation.
Instead of dealing with the complaints amicably, Bonfire Adventures poorly executed its crisis communication management, with CEO Simon Kabu overseeing the move to block all who complained on their social platforms, which only stirred more backlash.
Reviews on Google paint a dismal picture of the company's services, with the term 'Had a horrible experience' being constant. Customers have reported pathetic customer service, with staff often frustrating customers by referring them to different agents.
One reviewer wrote, 'Very very unprofessional attitude of the staff. The market lot of things in their website but very bad experience.'
Twitter users also took the opportunity to shine a light on the poor services offered by the company, with some users advising others to be wary of what Bonfire Adventures promises.
However, in a surprising turn of events, Stella Wairimu, the woman at the center of the controversy, was later refunded after pressure on the company could not be ignored.
Dr. Bosire Wairimu, Stella's sister, expressed gratitude for the refund and apology, saying, 'Kuteleza sio Kuanguka-I pray that you may learn and regain back @BonfireSafaris 's glory #KOT #Peace.'
