Tallinn man denied travel: Bergerreisid refuses to book Uganda trip

Arvo Joamets, a Tallinn resident, wanted to book a trip to Uganda and Rwanda but was refused service by travel agency Bergerreisid. The agency's manager explains that past experience shows Joamets does not read the information letters sent to him. Joamets finds the response insulting and cannot understand why his travel booking was rejected.

Arvo Joamets, a Tallinn resident, is an experienced traveller who goes abroad about ten times a year, a routine he has maintained for two decades. Recently, he wanted to book a trip to Uganda and Rwanda, but received a surprising response from the travel agency: "Unfortunately, we cannot offer you this trip!"

Joamets says the refusal came as a complete shock. "For me, this is quite insulting and I don't understand why I was denied the trip," he said. According to him, he has never received negative feedback from a travel agency before.

Agency's explanation

The manager of Bergerreisid explains that the refusal is based on a specific previous experience with Joamets. "We have experience with him that he does not read the information letters we send him," the manager said. For an agency organising complex trips, this is a significant problem, since destinations like Uganda and Rwanda require clients to make thorough preparations and maintain precise information exchange.

Travel agencies have the right to refuse to serve clients, but such a decision is rare in Estonia and raises questions about client relations and good practice. Joamets believes his conduct should not be sufficient grounds for refusing the trip and is considering challenging the decision.