360 Expeditions Bewertungen 

Antwort von 360 Expeditions

28. Okt. 2022

We are so sad to read your review and have had to take time to digest your words that we felt was more about damaging then helping with constructive ideas. We also wanted time to reach out to the others on the team. You were a small team of trekkers and climbers, many having been with 360 before including yourself, and this was a very disappointing report that we feel is an unbalanced reflection of what happened in situ.

Although the office could respond, I felt using the reviews from others that were on the trip would be more applicable as I was of course not there:

Quote: “I have just read the review and it is very inaccurate and after all the help you and Helen gave us it’s a really low blow”.

The below is an overview from a few of the additional reports-

• “Rolfe breaking his leg wasn’t ideal, but Devi’s English was fine! It’s not like we couldn’t understand them at all. That’s very misleading.”
• “Davi had medical training but not to the level that as westerns we are perhaps accustomed to and not as confident to diagnose as Rolfe would have been”
• “Tenzi, the replacement head guide/Sherpa arrived within 48 hours. A remarkable turn around and he had excellent English. He arrived with the backup sat phone and clearly is an accomplished mountaineer”
• “At no point did we feel left in limbo as this damming review indicates - The 360 office was immediately in contact with us as a group and a new WhatsApp group was made with Rolfe. Rolfe began to oversee the full expedition from his bed in hospital while the office was on WhatsApp 24/7.”
• “There were challenges with the local guides wanting more money. This was awkward, but I know you have heard this and will be looking at ways to give clear guidelines.”

If we are not mistaken on who has given this review, we appreciate you didn’t attempt Island peak or Lobuche peak and chose to leave the expedition after Basecamp due to feeling unwell, but we are sad to have such an inaccurate report.

However, that said we will always listen, digest, review and look at what we can do in the future so that none of the above is experienced by another climber again. We are sorry you felt so strongly but I also believe we could not have done more in the situation that was presented and I feel slightly incredibly upset about the following comment: “Our efforts at reaching out to 360 Expeditions were also in vain. We were basically left in the dark”.

This simply isn’t echoed by the other members of the team or by us here in the office as we always go above and beyond in being in contact night and day and did exactly this as we can demonstrate with all the messages and communications on the phones.

We feel incredibly disappointed that you felt it wasn’t enough chatting to us and Rolfe about your experience and that you felt the need to give this review.

We are sorry this is how you felt as that must not be overruled - but I wonder if a debrief is needed with some clarify offered and we ask that you give us or Rolfe a call so we can listen.

Thank you. Best wishes, 360

Antwort von 360 Expeditions

28. Okt. 2022

Thank you for this overview although very hard and sad to read. I am so sorry that you felt you must leave this comment and not come to us as we are here always and very much having the policy to listen and chat through all feedback so we can make sure we can apply a new direction when needed.
I have taken a breather before replying as we naturally wanted to reach out to others on the expedition so to gather a balanced overview.
I am sorry you felt convinced to stay put - covid was a struggle for many but we did give all our trekkers options. Unfortunately, as this is anonymous, I cannot view our history of communication with you.

I have reached out to our other members regarding the team’s kit and smoking and from the team of 16 I haven’t yet had a matching report. However, this doesn’t make your overview wrong. We have listened and will be re-highlighting the importance of wearing the appropriate clothing and the strict guidelines 360 has on smoking. Our 360 leaders weren’t asked or aware of this in situ or he would have addressed this immediately.

360 has a very good reputation with Kilimanjaro Porters Assistance Project (KPAP). We personally and voluntarily pay for their English lessons and mountain training and cover medical bills when needed. We are proud of how we support our teams in Kilimanjaro and they are simply not permitted on the hill unless adequately dressed for the conditions for their welfare and safety. I will be looking into your report and will be supporting them more if this is needed.

I also hear you on the importance to manage expectation when it comes to times and distances. This is often group and weather dependent and can often be hard to predict accurately. A smaller team can cover more ground in one hour than a larger team of 16. The information given clearly wasn’t helpful to you and we will certainly be looking at ways the distances and timings can be managed better as I do very much recognise the importance of having this information for your mental preparation.

Kilimanjaro summit night can often feel like organised chaos and recollections can vary greatly. I am simply so sorry, after 15 years of operating on Kilimanjaro this is our first damning review which is bitterly disappointing, and I will be personally overseeing all the changes necessary, so no one has the same experience as you have expressed. If you wish to call the office, please do feel welcome as I am here to listen and help.

For now, very best wishes and thank you kindly.