Two Swedish tourists have raised concerns about consumer protection and regulatory oversight within Kenya’s tourism industry after a safari accident they claim left them injured and without compensation several months after the incident.
Ulrika Persson and Iris Hassan told Business Today that they booked a six-day safari in Kenya in late 2025 after comparing various tour operators online. According to the tourists, they selected Chenggong Tours based on favourable customer reviews and the accommodation options included in the package.
The pair stated that although they had initially agreed on a price and itinerary with the company, they were later asked to pay additional fees. Despite their reservations, they proceeded with the booking after considering the time and effort already invested in planning the trip.
According to Persson and Hassan, part of the safari package cost was paid through the online payment platform Pesapal, while the remaining balance was settled in cash with the driver at the commencement of the tour on December 28, 2025.
The tourists alleged that the safari vehicle provided did not meet their expectations. During the journey to the Maasai Mara region, they reported several concerns, including water leaking through the vehicle’s roof during heavy rainfall and malfunctioning seatbelts.
They further alleged that the driver was briefly stopped by police officers near Narok Town before continuing the journey. The tourists said they were not informed of the reason for the stop.
According to their account, the driver later appeared distracted and drove erratically before losing control of the vehicle. They alleged that after the vehicle veered toward pedestrians walking along the roadside, the driver made a sudden manoeuvre, causing the safari van to overturn.
Persson and Hassan said they sustained injuries during the accident and were assisted by fellow travellers and members of the public at the scene. They claimed that emergency responders did not arrive immediately following the incident.
The two tourists were subsequently taken to Narok County Referral Hospital for treatment before being evacuated to Nairobi through arrangements facilitated by SOS International and AMREF Flying Doctors.
Business Today reviewed supporting documentation provided by the tourists, including medical bills and treatment records from Aga Khan University Hospital in Nairobi, AMREF Flying Doctors, and Narok County Referral Hospital, as well as an invoice issued by Chenggong Tours for the safari package. The documents substantiate the tourists’ claims that they incurred medical and related expenses following the accident. However, the question of liability and any compensation due remains subject to the tour operator’s response, applicable insurance provisions, and any relevant legal or regulatory processes.
The pair further alleged that they received limited support from the tour operator after the accident. They claimed the company did not assist them in securing alternative accommodation after the safari was cancelled, forcing them to incur additional expenses themselves.
According to Persson and Hassan, representatives of the company later indicated that any compensation would depend on the outcome of an insurance claim. The tourists said they remained in communication with company representatives for several months and were repeatedly assured that reimbursement would be processed.
However, they alleged that as of June 15, 2026, they had not received compensation for the cancelled safari or reimbursement for expenses incurred as a result of the incident.
The tourists further claimed that repeated attempts to contact the company’s management through telephone calls, emails and text messages had gone unanswered.
The incident has renewed concerns about regulatory oversight within Kenya’s tourism sector, particularly regarding the licensing and monitoring of tour operators, enforcement of vehicle safety standards, and the effectiveness of dispute resolution mechanisms available to international visitors.
Tourism remains a key pillar of Kenya’s economy, with the country widely recognised as one of Africa’s premier safari destinations. Industry stakeholders note that maintaining high safety standards and robust consumer protection frameworks are essential to preserving visitor confidence and safeguarding Kenya’s international reputation.
At the time of publication, Business Today had sought comment from Chenggong Tours regarding the allegations but had not received a response. Efforts to obtain clarification from relevant regulatory authorities concerning existing safeguards for tourists and available complaint resolution mechanisms were ongoing.
The case highlights the importance of effective regulatory enforcement and accountability measures within the tourism sector as Kenya continues to position itself as a leading global travel destination.
Editor’s Note: The allegations presented in this article reflect the accounts of the individuals involved. Business Today reviewed documentation relating to the tourists’ medical treatment and safari booking; however, Chenggong Tours had not responded to requests for comment at the time of publication. Any response received subsequently will be incorporated to ensure balanced reporting.
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