Customer Communication and Protection

Our company highly appreciates providing all information to customers trustworthily and transparently, and any adjustment is required to update timely to them. We also send the message of sustainability values and provide the customers accurate information about sustainable inclusions during tours, such as transport, accommodations, destinations, and activities. In addition, we emphasize the confidentiality and security of customers’ provided information and also the protection of customers’ welfare.

Our company’s actions on customer communication and protection are taken based on the following principles:

Prior to booking

Comply with relevant standards and voluntary codes of conduct in marketing and advertising messages.
Make our sustainable policy accessible to customers through the company’s website.
Provide clear, complete and accurate information about product and price, including sustainability claims.
Inform the customer about sustainable alternatives concerning accommodations, excursions, package holidays and transport options, if available.
Provide available guidelines for client consultation.
Ensure that customer confidentiality is not compromised.

During the tour

Alert travelers to risks and how to prevent them regarding health and safety.
Provide information to consumers about the natural surroundings, local culture and cultural heritage in the destinations.
Guide appropriate behavior during sensitive activities.
Encourage purchasing local products and participating in charitable activities.
Encourage clients to join hands in local community support, such as donations or local charity.

After the tour

Evaluate customer satisfaction and take into account the results for improvements. Include sustainability as an integral part of the research into client satisfaction.
Have clear procedures in case of complaints from clients.