TWF Travel
1.7|100 reviews
Responds in 205 hours 25 min
NA
Najwa A
1 reviews | Active since Member
19 Jul 2025, 09:28
TWF : Not honoring client requests
this company contracted to a government organisation and at every official trip ito of accommodation, after appealing and placing it on record the dietary requirements, nothing has come of it. A specific dietary group has to choose from a menu that does not cater for halaal, even though it's specified long before the trip and is a standing portfolio. we've had to purchase our own meals via an app. the excuse made is that halaal requests are at an extra cost when we do notify them of the challenge experienced at the hotels THEY have booked. It is unfortunate that TWF have been awarded the contract for yet another year at the government department and their service is terrible.
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Replies (159)TWF Travel's replyOfficial
21 Jul 2025, 07:06Good morning Najwa Adams,
It is with regret that we have learned of your frustrations. I emailed your complaint to the Cape Town Operations Managers who will make contact with your shortly.
We sincerely apologize for the inconvenience.
Kind regards,
The Customer Care Team.
It is with regret that we have learned of your frustrations. I emailed your complaint to the Cape Town Operations Managers who will make contact with your shortly.
We sincerely apologize for the inconvenience.
Kind regards,
The Customer Care Team.
Best regards,
TWF Travel's reply21 Jul 2025, 07:06
Official
Good morning Najwa Adams,
It is with regret that we have learned of your frustrations. I emailed your complaint to the Cape Town Operations Managers who will make contact with your shortly.
We sincerely apologize for the inconvenience.
Kind regards,
The Customer Care Team.
It is with regret that we have learned of your frustrations. I emailed your complaint to the Cape Town Operations Managers who will make contact with your shortly.
We sincerely apologize for the inconvenience.
Kind regards,
The Customer Care Team.
Best regards,
TWF Travel's replyOfficial
21 Jul 2025, 14:47Good afternoon, Najwa Adams,
Further to my email this morning.
I received feedback from my Cape Town team that was responsible for the reservations. The consultant did inform the travel booker that the hotel only caters for halaal friendly meals and that strictly halaal meals would need to be ordered in at an additional cost. This fee is charged by the caterers and not by TWF or the hotel. It was advised that we could proceed on the basis of halaal friendly meals. On 16 July the consultant received an email from the travel booker informing her that the hotel did not have the proper meals for the two delegates, they are making their own arrangements for dinner. Please amend the reservations from dinner, bed and breakfast (D, B&B) to bed and breakfast (B&B) only from Tuesday, 15 to Friday 16 July 2025. Which she did and new vouchers were issued.
At TWF, we remain committed to delivering a professional and seamless travel experience.
Warm regards,
The Customer Care Team
Further to my email this morning.
I received feedback from my Cape Town team that was responsible for the reservations. The consultant did inform the travel booker that the hotel only caters for halaal friendly meals and that strictly halaal meals would need to be ordered in at an additional cost. This fee is charged by the caterers and not by TWF or the hotel. It was advised that we could proceed on the basis of halaal friendly meals. On 16 July the consultant received an email from the travel booker informing her that the hotel did not have the proper meals for the two delegates, they are making their own arrangements for dinner. Please amend the reservations from dinner, bed and breakfast (D, B&B) to bed and breakfast (B&B) only from Tuesday, 15 to Friday 16 July 2025. Which she did and new vouchers were issued.
At TWF, we remain committed to delivering a professional and seamless travel experience.
Warm regards,
The Customer Care Team
Best regards,
TWF Travel's reply21 Jul 2025, 14:47
Official
Good afternoon, Najwa Adams,
Further to my email this morning.
I received feedback from my Cape Town team that was responsible for the reservations. The consultant did inform the travel booker that the hotel only caters for halaal friendly meals and that strictly halaal meals would need to be ordered in at an additional cost. This fee is charged by the caterers and not by TWF or the hotel. It was advised that we could proceed on the basis of halaal friendly meals. On 16 July the consultant received an email from the travel booker informing her that the hotel did not have the proper meals for the two delegates, they are making their own arrangements for dinner. Please amend the reservations from dinner, bed and breakfast (D, B&B) to bed and breakfast (B&B) only from Tuesday, 15 to Friday 16 July 2025. Which she did and new vouchers were issued.
At TWF, we remain committed to delivering a professional and seamless travel experience.
Warm regards,
The Customer Care Team
Further to my email this morning.
I received feedback from my Cape Town team that was responsible for the reservations. The consultant did inform the travel booker that the hotel only caters for halaal friendly meals and that strictly halaal meals would need to be ordered in at an additional cost. This fee is charged by the caterers and not by TWF or the hotel. It was advised that we could proceed on the basis of halaal friendly meals. On 16 July the consultant received an email from the travel booker informing her that the hotel did not have the proper meals for the two delegates, they are making their own arrangements for dinner. Please amend the reservations from dinner, bed and breakfast (D, B&B) to bed and breakfast (B&B) only from Tuesday, 15 to Friday 16 July 2025. Which she did and new vouchers were issued.
At TWF, we remain committed to delivering a professional and seamless travel experience.
Warm regards,
The Customer Care Team
Best regards,
NA
Najwa A's updateReviewer Update
25 Jul 2025, 08:39 I would like to sincerely apologise for being too hasty and rash in placing a complaint on Hello Peter without first taking the time to understand and follow the proper internal processes. I now realise that I should have given your team the opportunity to address the matter directly before escalating it externally. I also understand that your agency is not responsible for the services rendered by the hotel itself, and I should have taken that into account before placing blame. I regret any inconvenience this may have caused and appreciate your understanding. Kind regards, Najwa Adams
NA
Najwa A's update25 Jul 2025, 08:39
Reviewer Update
I would like to sincerely apologise for being too hasty and rash in placing a complaint on Hello Peter without first taking the time to understand and follow the proper internal processes. I now realise that I should have given your team the opportunity to address the matter directly before escalating it externally. I also understand that your agency is not responsible for the services rendered by the hotel itself, and I should have taken that into account before placing blame. I regret any inconvenience this may have caused and appreciate your understanding. Kind regards, Najwa Adams