Viago Booking Promises Full Refunds After Namibian Travellers Stranded in Angola
The recent ordeal involving Viago Booking has sent ripples through Namibia’s tourism sector, raising important questions about accountability and consumer protection in cross-border travel. More than 70 Namibians found themselves stranded in Luanda, Angola, after a highly anticipated 14-day group trip organized by the company failed to deliver on its promises. The trip, which ran from 22 December to 4 January, was marketed as an all-inclusive adventure covering transport, food, accommodation, and daily activities for a fee of N\$5,000 per person. Instead, participants were left to cover all expenses out of pocket, sparking frustration and concern among clients and industry observers alike.
In response to mounting criticism, Viago Booking’s founder, Walter Mucungui, issued a public apology, acknowledging significant shortcomings in the company’s organisation, communication, and service delivery. Mucungui assured affected clients that all outstanding payments are being processed and that each individual will be contacted directly regarding their refund status. He emphasized that the company is taking full responsibility for the situation and is committed to restoring trust through transparent and lawful processes.
Addressing the confusion and distress caused by conflicting reports online, Mucungui urged the public to rely solely on official Viago communication channels for updates. He expressed concern over what he described as inaccurate and misleading information circulating on social media, which he believes has only added to the anxiety of those affected. To ensure the process is handled correctly, Viago Booking has sought legal advice and is acting in accordance with guidance from its lawyers, prioritizing transparency, legality, and the protection of clients’ interests throughout the refund process.
This incident has brought to the fore the critical importance of robust consumer protection mechanisms in Africa’s fast-evolving travel landscape. As more travellers from the continent seek cross-border experiences, the need for reliable operators and clear recourse in the event of service failures becomes ever more pressing. For industry professionals, the Viago Booking episode serves as a stark reminder of the reputational risks associated with poor service delivery and the necessity of maintaining high standards of communication and accountability.
Viago Booking’s public commitment to refunding all affected clients is a positive step, but it also highlights the broader challenges facing Africa’s travel sector as it grows in complexity and scale. The company’s willingness to accept responsibility and engage legal counsel demonstrates an understanding of the need for industry best practices and transparent dispute resolution. For other operators, this case underscores the value of proactive crisis management and the importance of keeping clients informed through official, verified channels.
As the Namibian travel community reflects on this incident, there is a renewed focus on the role of trust and transparency in building sustainable tourism businesses. Operators are reminded that their reputation hinges not only on the quality of their offerings but also on their ability to respond effectively when things go wrong. For clients, the experience serves as a cautionary tale about the importance of due diligence and the need to verify the credibility of travel providers before committing to international trips.
Looking ahead, the Viago Booking situation is likely to influence how African travel companies approach risk management, customer service, and legal compliance. As the sector continues to expand, those who prioritize clear communication, swift resolution of disputes, and a genuine commitment to client welfare will be best positioned to thrive in an increasingly competitive market. For now, all eyes are on Viago Booking as it works to fulfill its promise of full refunds and restore confidence among Namibia’s travelling public.
