Many weeks ago now, we realised that if we could not drive
through Tibet as had been originally planned, we would have to go straight
through China to Kazakhstan. As a result our original intentions of obtaining
visas for all the Stans in New Delhi or Tehran had to be thrown out the window
and re-thought. We should be able to get visas for all the other Stans once we
get to Kazakhstan, but in the mean time where would we get our Kazakh visas
from? At this point we were in Laos and we tried to sort it out there (Blog
Day 87 - Kazakhstan or Tibet?), but we couldn’t. So we used what we assumed at this point to be our
best resource: the services of NAVO (Nature Adventure Voyage Off-road). When I
emailed our NAVO correspondent of the past year, Tracy, to ask if there was
anything she could do, I wasn’t sure whether this would be within the realms of
her expertise or not. But perhaps she could offer some sort of advice or
information, and I was very happy when I received a positive response. Of
course she, on behalf of NAVO, would be able to assist us. I was aware of the
fact that there is a Visa Office in Urumqi, the city close to the border
between China and Kazakhstan that we’d be crossing. I wasn’t sure though how
varied their services would be, and sure enough Tracy informed me that she had
done some research and found that usually they only deal with Chinese and
Kazakh Nationals, mainly for the purpose of issuing Business visas. Fortunately
NAVO had a contact at the Visa Office though and Tracy was able to make
arrangements for them to issue us Tourist visas in one working day (which would
be Friday – Monday). We would be paying an extortionate amount for this
privilege, but considering we were asking for services they don’t usually
perform, and were guaranteed a speedy service in advance, it seemed somewhat
acceptable. It was going to cost us $100 each for the visa, even though we knew
the visa itself is not usually that much, and $140 for a Letter of Invitation.
This part we weren’t convinced about considering we knew that Australians don’t
need LOI’s for Kazakhstan, but when Tracy told me this it was only a day or two
before we entered China and I only had one day to confirm in order for it to be
issued on time. I tried to get in touch with some people myself to find out
about this, but with very limited resources at the time I unfortunately didn’t
manage. The way Tracy explained it to me was that she herself doesn’t know much
about the process and is just going by what her friend at the Office says, which
is that because of the exceptional situation of us being issued with Tourist
visas at this place, it is best that we have all possible supporting documents with
us to ensure our applications. This seemed reasonable, and having no reason to
mistrust NAVO at this point, we agreed to the extortionate amount of money,
relieved at least that we had a plan for obtaining our Kazakh visas.
Our whole trip in China has been ruined by NAVO (Nature
Adventure Voyage Off-road) since Day 1. At first it was just little bits and
pieces like the fact that our guide can’t read maps and won’t/can’t translate
parking restriction signs for us. Then we discovered that NAVO had failed to
give our incompetent guide our itinerary and it was left in our own hands to
contact Tracy and get our itinerary. For several days we followed my hand
written scribble of directions while we waited for NAVO to get their act
together. And then we realised they weren’t getting their act together and we
have continued the entire way through China with our own notes. We spoke to
Tracy on the phone several times to try and resolve these issues, but each time
we became increasingly frustrated with her lack of interest, her insistence
that these things were our own fault, and her refusal to find solutions to
anything. But all of these things - the fact that our guide doesn’t know when
the Great Wall of China was built, or how much the toll roads cost really pale in
insignificance when we discovered what the real situation is with the
“assistance” NAVO offered us in being issued Kazakh visas in Urumqi.
On Thursday (Day 109,
12/7) we were in the car driving through the Gobi Desert with the intention of
spending the night in Shan Shan before arriving in Urumqi on Friday to go to
our appointment that was supposedly set up for us at the Visa Office in the
afternoon. Apparently the Office wasn’t even open on Fridays so we really were
getting looked after, thanks to NAVO. With a remaining 800 or so kilometres still
between us and Urumqi, our guide Lui received a phone call to tell us that we
must get there at 9am in order to get our visas by Monday now. This wasn’t
exactly brilliant, and we weren’t sure what had suddenly changed, but the thing
that caught our attention was that Lui had inadvertently used the word “agent”
to describe who he had been on the phone to. Our ears pricked up at this and we
realised that Tracy had not actually contacted the Visa Office as she had told
me she had, but had simply employed an agent on our behalf. Suddenly all the
extra money made sense and we were infuriated that she’d just taken the easy
route and lied to us about it. I tried to think back to my email correspondence
with her about the matter, but I was fairly certain (and have since checked to
make sure) that she had never thrown in the word agent. What she’d told me was
that she had spoken to her “friend at the Visa Office in Urumqi”. And the fact
that we needed a Letter of Invitation even though we didn’t, now made a bit
more sense too. So we did some quick research on the internet and by phoning
the Office in Urumqi and found that they actually issue visas to foreigners
just like any other Consulate would, and offer 1-2 day turn around, and sure
enough Australians don’t need LOI’s and lo and behold, they’re even open on
Fridays.
So we got straight on the phone to Tracy at NAVO.
Unfortunately we were of course treated with the same disdain, ignorance and
disbelief that every other conversation with her ensued, but after an hour and a
half of knocking our heads against a brick wall, we did at least discover that
she had never bothered to contact the Consulate, that she hadn’t asked her
“friend” about the Letter of Invitation even though I had pleaded with her to query
this on our behalf, and that actually she knew nothing of the process at all
and had lied about everything she had told us. We decided at this point that it
was best if we relieve her and her “friend” from the task and continue with our
visa applications ourselves. Much to our shock though, this statement was met
by a threat. Tracy told me over the phone that if we refused to pay these fees
and were to continue with the process ourselves, that there is no guarantee
that we will be issued with visas at all. In fact it is likely that we will be
rejected, and any extra costs caused by a delay in leaving China will be
charged by NAVO at full price. Basically what Tracy was saying is that NAVO
works hand in hand with this “agent” and if we weren’t to willingly line all of
their pockets, they would see to it that our visa applications were rejected.
We realised at this point that essentially we were being
held to ransom by NAVO, the internationally renowned tourist service that we
paid a total of $8,000 to for the privilege of having an incompetent guide
taking up space in our car. There are plenty of companies that we could have
gone with that offer the same services as NAVO says they provide, for a much
lower price. We’ve even discovered from Lui that the same guides freelance
between several of the companies, and NAVO offers no training to them at all. All
of these things we could deal with though, but now we were trapped by NAVO, our
hands tied tightly behind our backs.
As such we decided that much to our displeasure, and against
everything that any of have ever stood for, we had no choice but to give into
the bad guy. We couldn’t risk the chance that NAVO and their “friends” would
follow through on their threats and stand in the way of us obtaining our Kazakh
visas at all, charging us more and more for “guide fees”, “road permits” and
whatever else they might come up with. And who knows what power or connections
they really do have? Is it even possible that they could make things difficult
for us at the border, or with the police, or anything else, if we didn’t play
to their corruption? And unfortunately until we leave China, NAVO has us
bugged, followed and essentially cornered.
We always knew things like this would happen and we’d be
required to pay unofficial fees. We just didn’t expect that it would be NAVO
causing the problems and holding us hostage for money.
We did plead with Tracy to find out from her “friend” if we
could do it without paying for the Letter of Invitation that we know we don’t
need (and had just had confirmed by the Consulate itself), but apparently this
“friend” wasn’t willing to budge as this is how she feeds her children. We also
discovered that the “friend” wasn’t even the “agent” that we were actually
using, she was just another middle man, and Tracy had never even spoken to the
“agent” before. It just kept getting more and more distressing.
After being told that any time in the afternoon was fine to
rock up at the Consulate, Lui then kept getting phone calls all morning nagging
for us to hurry up. We were sort of in the middle of driving through the Gobi
though, and there wasn’t much we could do to hurry. So we just kept going until
we got to the outskirts of the city, where Lui got us lost. Just for something
a bit different. So we took over navigation ourselves, the problems being that
1.) that damage was already done and it ended up taking us an hour and a half
to do what should have been a 20-30 minutes drive, and 2.) all the street signs
are only in Chinese and Arabic, and it’s a bit tricky to try and match up the
Chinese characters with those on the map as we’re driving past. And of course
Lui wouldn’t just answer our questions of “is this road on the map the one
we’re driving past now?”, so we just had to guess. It was still more reliable
than allowing Lui to navigate, and sure enough we managed to find it thanks to
ourselves.
So off we rushed with our carefully filled in application
forms, passports, and copies of our passports. The arrangement had been that we
would go to the bank, find out the exchange rate for US$/CNY and get out the
appropriate amount of CNY before meeting the “agent”, but because of the
unexpected hurry they’d told us just to go straight to the Consulate and
arrange payment afterwards. As we approached the Consulate building we
recognised what it was from the jostling crowd at the front. The main doors of
the building are up a few steps, and around them is a 3m high railing fence. As
we arrived at the gate, a man who had presumably pushed his way through the
gates, was now being pushed back down the steps by the guards. So we waited for
this kafuffle to resolve and then the guards ushered us inside. Two people – a
man in a suit and a woman with so much make up on that I couldn’t tell where
her cheeks ended and her ears started – were waiting outside for us when we
arrived. Presumably these were our “agent” and Tracy’s “friend” or something,
as they handed us a bunch of paperwork to take in with us. A quick flick
through this paperwork had us pretty annoyed, as all it was, was an application
form for each of us, crudely filled in with an illegible scrawl, using a biro
nearing the end of its life, and a very unclear photocopy of each of our
passports. In we went to the Consulate, Lui and these two new characters
waiting outside for us as they weren’t allowed inside.
The two windows that were open were already in use so we
used the time to try and hastily decide what to do. Do we hand in the documents
that the powerful and all-knowing “agent” has filled in for us? Or do we hand
in the forms and documents that we have carefully prepared and double and
triple checked? Well if this guy knows everyone at the Consulate, and does this
for a living, surely it’s best that we hand in their forms. So against our
instincts, this is what we decided to do. When it was our turn to approach the
window we were asked to go one by one. One by one he dismissed us, and as we
stood there confused and concerned, he came around to our side and explained
that we had the wrong forms and none of the correct supporting documents. We
were told to bring photocopies of our passports, Chinese visas and entry
stamps, write a letter of introduction and attach an itinerary. On the way out
the guard handed us a business card of something we couldn’t decipher and told
us to come back at 3pm.
We were pretty upset at this point. In our language an agent
is employed to do all the work for their client so that things run smoothly and
hassles are minimised. We would have preferred not to pay someone else to do
the work for us, but as things were, we had. But now we had not only been
embarrassed in front of the Consulate Officials by having the wrong forms, we also
had to go and organise our paperwork ourselves anyway.
We hastily left the Office, asking Lui to help us find a
photocopy shop and decipher what the business card was for. The suited man and
made up lady ran after us, harassing Lui in Chinese, and when I turned around
to explain to them that we had to go and organise a bunch of documents, the
suited man cut me off and very aggressively told me “don’t speak to me, this is
none of your business”. Right. This is none of my business. Ok. So we continued
on our way and stopped at the first photocopy shop that we passed. The suited
man stood outside for a bit while we made the necessary photocopies (at our own
expense needless to say) and used the computer there to type up and print a
letter of intention. And then he disappeared.
Lui looked at the business card and told us it was for some
business that we were probably sent to for photocopying, and unfortunately we
took his word for it and returned to the Consulate even though it was still
well before 3pm. As it turns out we were told to return at 3pm because that’s
the end of their lunch break, so we just sat it out with the other bunch of sad
sods waiting to be granted entry by the officials.
3pm came, the doors were opened, and they started allowing
people in the queue to enter the building. We decided it was best for us not to
queue up with everyone else, but to stand right in front of the doors where the
guards could easily see us, and would hopefully remember that we’d already been
in and had been told to come back at 3pm. We had noticed one white guy in the
queue, and while we were waiting there he approached us wondering if we knew
what the system was. We explained what our situation was, and as he hadn’t made
any contact yet, he decided it best for him to wait it out in the queue.
We weren’t quite sure why we weren’t being allowed inside,
especially as we supposedly had an “agent” making phone calls and arrangements
on our behalf. The guards told us to wait another 30 minutes as the Officials
were in a meeting. Then an hour later we were told it wouldn’t be long now.
Where was our “agent”? Lui kept trying to make phone calls to find out, but he
was nowhere to be seen, and we wondered whether he was actually now making
phone calls to hinder our progress. At about 5pm we found out that they stay
open until 7pm (unexpected, but certainly a relief), and then the guard came
out and said that the computer system is down, they won’t be processing any
more today and we should come back Monday morning. We asked if he would at
least check our forms to ensure we had everything, which he agreed to.
Apparently we didn’t have everything right though (lucky we checked) and he
gave us the same business card as we’d been given earlier. Where was this
stupid “agent” of ours? Tracy from NAVO refused to offer any help and wouldn’t
contact her “friend” for us at all. Finally Lui managed to get the “agent” on
the phone and we were told that if we went and got the money to pay him ($240
each, $960 total), went to the office on the business card and then our
accommodation, he would collect our forms and passports from us that evening
and we should still get our visas on Monday, possibly Tuesday now.
Whilst waiting at the locked gates of the Consulate, Grady
wasn’t the only person that we’d started speaking to. Tunkles had actually
struck up quite a friendship with a man of Kazakh ethnicity, who lives in China
very close to the borders with Mongolia and Russia. Whatever his business at
the Consulate was mustn’t have been urgent, as he was willing to give up for
the day and insisted on helping us out if he could. There wasn’t much he could
do, but his car was parked a lot closer than ours and a lift to the bank
wouldn’t go amiss.
We got the money, gave it to Lui, and thought that maybe now
that we’d paid him our “agent” would do his job. Even though it was their fault
they hadn’t been paid first up anyway. We said goodbye and thankyou to Norman,
the Kazakh man, and exchanged details with Grady, the English man, and hurried
off to whatever the place was on the business card we kept being given.
As it turns out, this place was a sort of agency itself, but
one that cost 20 Yuan each and actually completed the job. There were four
ladies seated behind desks with computers on them, and one at a time we were
asked to sit down and answer questions about ourselves. At the end of it we
were given an application form – exactly the same one as we’d originally filled
in ourselves – completed in print by these ladies, and a cover letter with
their stamp on it. Apparently this is the real way they charge a “service fee”,
and this is all the Consulate Officials had been looking for. If our “agent”
had known anything he would have already done this, or at the very least would
have known to send us there first thing. This is when we really realised that
not only was this whole system a con and a rip-off, but the “agent” and
“friend” that NAVO had so forcefully set us up with didn’t even know the first
thing about applying for Kazakh visas.
It was about 6.30pm at this point and we wanted to just go
straight back to the Consulate with our new forms. But apparently we had to
find our accommodation and the “agent” would collect all of our paperwork and
passports that evening.
We decided it was best for us not to say a word, or even see
this con man when he rocked up, so poor Lui was left to play middle man yet again.
For some reason Tracy and her “friends” never want to speak to us themselves,
they always want to text message or speak to Lui and have him pass on their
messages.
After speaking to the “agent” and handing over all our
documents, Lui greeted us with a few bits of information. Apparently cake face
lady had been so upset by our antics in the afternoon (!!!) that she’d gone and
got herself into a car accident so she couldn’t do the work for us anymore.
NAVO, the compassionate angels that they are, had begged and pleaded on our
behalf for the suited man to take over our case and help us with our visas, and
very kindly he had agreed. Oh these people and their good hearts. But because
we’d caused so many problems in the afternoon (!!!), and now the computer
system was down, it would be very difficult for them to get our visas by
Monday, but they should be ready by Tuesday. Apparently we were also very lucky
to have such a good and kind agent on our side as well, because the Officials
inside the Consulate had been very offended by us and didn’t want to issue us
with visas at all now because of the ruckus we had supposedly caused. Well this
was the most blatant and childish scare tactic we’d come across yet. The only
“ruckus” anyone had caused was when we’d pointed out that the forms the “agent”
handed to us when we arrived were wrong. The Officials didn’t even see this
interaction, and nothing was said inside the Consulate other than to answer
their questions.
We were told to attend an appointment at the Consulate on
Monday morning at 10am.
We used our opportunity over the weekend to sleep, relax,
and wander around a city calmly and in our own time - a very welcome change
from the rest of our time in China. It was also a welcome break from 24/7 with
Lui, and we solidified our new friendship with Grady.
Not wanting to risk anything we left plenty of time to get ourselves
to the Consulate on Monday morning, and ended up arriving before 9am. Grady
stood up pretty close to the fence, but we sat down a couple of metres away
knowing that we had to wait for our “agent” anyway. A few minutes before 9am we
watched all the Officials and Guards arrive in their plain clothes, pushing
their way past the hordes and slipping through the gates that they unlocked for
themselves. Then the same guards as we knew from Friday came out and started
letting people in. One of them waved to us and Grady immediately, grinning at
us as if he’d been waiting all weekend just to see us again. A little while
later – maybe around 9.30am – Grady was ushered in, and the guard waved at us
to follow. But we had none of our own paperwork! So we had to just stand out
there like idiots – again – and wait for the guy we were paying all the money
to. He pulled up in his black Lexus, tinted windows and all, a while later and
parked 100m away without getting out of his car. Lui ran over to him and took
ages to come back with our forms and passports, exactly how we had given them
to him on Friday evening. So he hadn’t done anything with them, he just
collected them from us to sit on them all weekend and prevent us from doing
anything (we can’t drive without our passports and we need them to check into
any accommodation).
Thankfully the guard hadn’t changed his mind after all this
palaver and we were still allowed to cross the threshold and enter the
building. We were asked to sit down and approach the window one at a time where
we were questioned about our applications – verifying name, address, place of
work, purpose of visit etc.
When the Officer was satisfied with our application he gave
us each an appointment slip and told us to return on 18/6 at 3pm. We kept our
cool, thanked the men at the windows and left the building. That’s Wednesday! We
met Grady outside and this was exactly the same time as he’d been given after
paying his 140 Yuan ($23) straight to the Consulate and not involving NAVO or
their “friends” in anything.
Outside Lui was waiting for us and we told him the two
problems. He got on the phone to Tracy or the “agent” or the “friend” or
whoever it was, spent ages on the phone during which time we kept asking us to
please tell us what’s going on. He’s very bad at that. Eventually he got off
the phone and bearing in mind this was a 20 or so minute conversation, informed
us that the “agent” was “working on it”. Well actually this wasn’t really good
enough and if everyone was going to refuse so profusely to speak directly to
the people paying them all the money, then Lui was going to have to do a better
job at playing middle man. Eventually we got to the solution of we’d be
refunded the extra 280 Yuan we’d paid for the double entry, as if this was a
great and kind thing they were doing for us! We still weren’t getting the
double entry visas which obviously we wanted more than that money anyway. And
the “agent” would continue “to do his best” to at least get them by Tuesday
(the following day) for us, or at the latest Wednesday (the day the Consulate
was giving them to us anyway). Not satisfied at all we had no choice but to
return to our hostel and try and continue with our day.
This really just wasn’t sitting well though. We actually
weren’t getting anything quicker, easier or more definitely than all those
other people rocking up and dealing directly with the Consulate. We’d gone from
being honestly frightened and intimidated by Tracy from NAVO threatening both
our passage to Kazakhstan and our finances, to anger, irritation, dismay and
what can only be described as amused bafflement. Everyone involved in this was
so unbelievably corrupt and unfortunately we had put our trust in NAVO and
allowed them to play us for fools.
When we spoke to Tracy on Thursday, the day before we
arrived in Urumqi when we started to realise the situation she’d got us into,
she had agreed that if the “agent” didn’t deliver our visas on the Monday as
promised, NAVO would pay all the “agent” fees. Well it was now Monday afternoon
and it didn’t look like we were getting our visas that day, and by now we were
also pretty sure we wouldn’t get them by Tuesday either. By now we highly
doubted that the any of these people – Tracy, her “friend” or the “agent” –
knew anything about or anyone involved in anything to do with this system. Why
didn’t Tracy just tell me in the first place that she couldn’t help?
So I got on the phone to Tracy to remind her of the
agreement. Of course she wanted to tell me how I don’t understand the system,
and she was only trying to help out of the goodness of her heart in the first
place, and make excuse after excuse for everything, including all the previous
problems we’d had with NAVO which I really wasn’t interested in talking about
at this point. The main thing that she kept going on about though was how it
was our fault because of “what happened on Friday” and her “friend” had told
her this and that about how we’d refused to pay and had been exceptionally rude
etc etc. Apparently we’d agreed at some point that it would be ok if we got our
visas on Tuesday, although I’m not sure when this would have happened seeing we
hadn’t spoken to her since before we arrived in Urumqi. It’s very hard to rebut
blatant childish lies with reasonable and structured arguments, but I continued
to knock my head against the brick wall that I have come to know as NAVO.
We were sure by this point that we wouldn’t get be getting
our visas any time before our allocated appointment of 3pm on Wednesday, and
sure enough Lui came to us on Tuesday afternoon and told us that the “agent”
was unable to get us our visas before Wednesday and after a whole lot of
pushing, it seemed that NAVO saw no choice but to refund the “agent fees”,
obviously deducting the 140 Yuan actual visa cost. But of course they wouldn’t
give us the money until we had the visas physically in our hands.
We’d been enjoying the fact that not having to drive 800km
every day meant that we could actually sleep until whenever we wanted in the
morning, and then even once we’d woken up, we were free to lie in bed for as
long as we liked. Well on Wednesday morning we were awoken at 10:30am by Lui
whispering to Tunkles that the “agent” could help us get our visas that morning
if we wanted. What?! This was possibly the most ridiculous thing out of
everything! Obviously he’d just rung up the Consulate and asked whether they
were ready yet. It’s not like he was even going to collect them for us (not
being any sort of accredited agent he wasn’t even allowed inside the Consulate building),
so he was really just scraping of the bottom of the barrel here, hoping that
we’d for some reason be happy to pay him probably his full original price, to
go and collect our visas ourselves maybe 3 hours earlier than we were already
planning to. Obviously we dismissed this immediately. Our feelings were now
turning into pity for these people.
We left plenty of time to get to the Consulate, and arrived
45 minutes early. So we joined the eager, anxious, frustrated and impatient
throng outside the front gates, waiting for what hopefully would be a
relatively painless collection of newly visa-ed passports. We met a Japanese
guy there this time. He’d also applied on Monday and had been given 3pm
Wednesday collection time. No third, fourth or fifth parties involved.
The doors opened and the guards came out to start letting
people inside. At first he ignored us – the same guy as all the other times – and
then he looked at our appointment slips that I was reaching as far through the
fence as I could manage, and shook his head.
“What?” I tried to ask him. Of course Lui was nowhere to be
found, so we did our best to communicate with him anyway. I reckon he spoke
more English than he could be bothered letting on, but he eventually came up
with,
“Tomorrow,”
“What? Why?”
Another shake of the head and what I think was a smug grin,
but I’m willing to pretend was an apologetic smile, and “Tomorrow”.
In the mean time we were all running around looking for Lui
– we actually needed a translator now. If you’re going to manage your job once,
please make it now. By the time we found him wandering across the road to buy
himself a drink though, we’d already managed to somehow manage to get ourselves
waved in. We pushed through the crowd, most of whom tried to sneak in with us,
pushing us out the way as they did, and found ourselves inside the building.
I had honestly expected it to take a couple of hours to get
the visas in our hands. I really thought that we’d rock up at the gates, be
told to “wait a minute” for an hour or so, be asked to go inside where we’d
have to sit down for a while, to be told to come back tomorrow or pay more
money, before eventually being given our passports. As it happened though, we
walked in the main door where we were met by a man in a black t-shirt who told
us to wait there as he picked up our passports from the desk right in front of
where we were standing. He checked the pictures as he handed them back and out
we waltzed, armed with Kazakh visas.
It was a battle to get our money back, even after NAVO had
agreed to it, but we did manage. They have offered us no apology, no
acknowledgement of the trouble they put us though not only with this fiasco,
but throughout the entire trip, and no compensation monetary wise or other. It
has been extremely disappointing to be treated like this by what we thought to
be the most reputable, experienced and reliable company offering tours of this
sort. We opted for the more expensive, yet safer option by choosing NAVO over
any of their competitors. We would have really struggled to believe that there
would be this much corruption and incompetence in a company of NAVO’s supposed
standard.