THE Zimbabwe Tourism Authority (ZTA) has warned tourists and operators against using unregistered travel and tour agents, following a dispute involving a Kariba-based agent.
Faith Joana Kumbula, a Harare-based tourist, booked a Christmas holiday for her family, funded by her sister in Cape Town. When her mother fell ill, the trip had to be cancelled, but the agent handling her booking, Losy Rosy Winter Mashonga, allegedly delayed refund.
ZTA regional manager for Mashonaland West, Isaac Mashetese, told NewsDay: “Kindly ensure that you do not engage with unregistered agents. Any issues arising from such dealings may negatively impact your facility. Furthermore, working with unregistered agents is unlawful and should be strictly avoided.”
Kumbula, who has been booking stays in Kariba for 10 years, said she tried to verify Mashonga’s identity before transferring US$380. “I asked for her ID and she first offered her husband’s, then eventually sent a driver’s licence. I decided to pay directly into Samanyanga Resort’s account, but she was handling the booking,” she said.
After her mother fell ill, Kumbula notified the resort and attempted to cancel. Mashonga suggested rebooking in April but repeatedly delayed the refund. Kumbula said, “She kept giving me excuses and eventually blocked me. Her husband then messaged, saying they would take 10% commission, which I declined.”
The resort later confirmed that Mashonga had received a full refund of US$380 on December 24, 2025, which she used for other bookings. Kumbula eventually received US$300, while Mashonga promised the remaining balance.
Mashonga defended her actions, stating she spent time and resources on the booking. “I sent her US$342. There is a 10% charge for all the logistics I have been doing. She should not take advantage of me as a small player,” she said.
Kumbula has reported the matter to the police. -newsda
