Dear Mrs. Jayarajan,
I understand your frustration at not having been able to visit Kibale. Unfortunately the number of permits available for Kibale is limited and we were, sadly, unable to secure permits for your trip. We did, however, organise alternative visits in the area on the day as well as an extra opportunity to look for chimpanzees in a separate forest (where, I am told, you did manage to see chimps) therefore offering two opportunities to track chimps as in the original programme.
The limited number of permits is regulated by the Ugandan Wildlife Authorities. We initially contacted all clients affected in August, 7 weeks before departure, to let you know at this time that there was a possibility we would not be able to obtain the permits and were waitlisted for them. Over the following weeks we did all we could to try and secure the permits. When we eventually received final confirmation that we, indeed, would not be able to secure the Kibale permits we contacted you again a second time and gave you the £100 refund you mention.
We have secured all of the Kibale Forest permits for all departures in 2012.