At Bintan Voyage, we treat feedback as an important part of service quality, traveler safety, and customer trust. This policy explains how we collect, review, respond to, and act on feedback from travelers, customers, partners, and the public.
Bintan Voyage is operated by PT. Bintan Voyage International, a licensed travel service provider and Bintan tour operator based in Bintan, Riau Islands, Indonesia.
License No.: 2306260219563
Our goal is simple. We want every traveler to receive clear information, fair support, and better service before, during, and after their Bintan trip.
1. Purpose of This Policy
This policy helps us handle feedback in a clear and consistent way.
We use customer feedback to improve service quality, review complaints fairly, identify repeated service issues, and update our travel guidance when needed. Feedback also helps us improve booking clarity, pickup instructions, itinerary details, partner coordination, refund handling, and customer communication.
This policy applies to feedback related to Bintan tours, private transfers, hotel packages, day trips, family activities, corporate trips, customized travel arrangements, and customer support handled by Bintan Voyage.
2. What Actionable Feedback Means
Actionable feedback is feedback that gives us enough detail to review the issue and take practical action.
Helpful details may include your travel date, package name, booking confirmation details, pickup point, activity location, hotel or resort name, and the time the issue happened. It also helps if you explain what happened, what you expected, and what outcome you are requesting.
You may also include screenshots, photos, receipts, payment proof, or message records when relevant. Please do not send unnecessary personal or sensitive information.
We also welcome general suggestions. However, detailed feedback allows us to investigate faster and provide a more accurate response.
3. How to Send Feedback
You can send feedback through our official contact channels.
For tour inquiries, package quotations, and bookings, please contact:
Email: sales@bintanvoyage.com
For office administration, legal matters, policy matters, complaints, refund questions, and formal feedback, please contact:
Email: office@bintanvoyage.com
For urgent on trip support, please contact:
WhatsApp: +62 812 6182 0197
You may also contact us through our official website contact form, Instagram, KakaoTalk, or WeChat QR code available in the website footer.
KakaoTalk: BintanVoyage
We may also review feedback from public review platforms and social media comments to identify recurring service issues and improve our operations.
4. Response Time and Service Standard
We aim to acknowledge actionable feedback within 48 hours.
For cases that require checking booking records, transport logs, hotel coordination, activity provider confirmation, or payment records, we aim to provide an initial investigation update within 3 to 7 business days.
For urgent issues during an active trip, such as pickup confusion, timing problems, or operational changes, we prioritize WhatsApp support whenever possible.
Some cases may take longer if they involve third party suppliers, ferry schedules, hotels, resorts, activity operators, weather disruption, or incomplete supporting information. When this happens, we will try to keep you informed about the progress.
5. How We Review Feedback
We review feedback through a structured process.
First, we classify the feedback. This may relate to booking clarity, payment, pickup and transfer, itinerary flow, activity experience, hotel coordination, customer communication, refund request, or policy concern.
Second, we review the available records. This may include booking details, itinerary notes, WhatsApp communication, payment confirmation, supplier confirmation, and any supporting evidence provided by the customer.
Third, we contact the relevant internal team or travel partner when needed. This helps us confirm the facts before giving a response.
Fourth, we provide a practical response. The outcome may include clarification, corrected information, updated guidance, rescheduling support, service adjustment, escalation to a supplier, or refund review based on the applicable policy.
Fifth, we record the issue for internal improvement. Repeated issues may lead to updates in our FAQs, booking instructions, pickup guides, staff checklist, or partner coordination process.
6. Complaints, Refunds, and Rescheduling Requests
If your feedback includes a complaint, refund request, rescheduling request, or compensation request, we will review it fairly based on the confirmed booking details and applicable policy.
Our review may consider the confirmed itinerary, inclusions, exclusions, cancellation timing, customer communication, supplier rules, weather conditions, operational records, and supporting evidence.
Possible outcomes may include clarification, corrected information, rescheduling assistance, partial refund, service credit, supplier escalation, or no refund when the request does not meet the applicable policy.
All booking, cancellation, and refund matters are handled by Bintan Voyage, operated by PT. Bintan Voyage International.
For refund requests and policy related inquiries, please contact office@bintanvoyage.com.
7. How Feedback Improves Our Service
We use feedback to improve the parts of the travel experience that matter most to customers.
This includes clearer package descriptions, more accurate inclusions and exclusions, better pickup instructions, improved timing guidance, stronger on ground coordination, better WhatsApp communication, updated FAQs, clearer refund guidance, and better partner coordination.
When feedback leads to a public update, we may update the relevant website page and revise its last updated date.
8. Public Reviews and Social Media Feedback
We respect honest public reviews. Reviews help future travelers understand real customer experiences and help us identify areas that need improvement.
When we respond to public reviews, we aim to respond respectfully, factually, and without sharing private booking information. If a review requires detailed investigation, we may ask the customer to contact us through WhatsApp or email.
We do not ask customers to remove honest feedback. We may request a correction only when a review contains inaccurate information, mistaken identity, spam, or content unrelated to Bintan Voyage.
9. Privacy and Data Handling
We use feedback data only for verification, investigation, service improvement, and follow up communication.
We avoid requesting unnecessary sensitive information. If you send documents, payment proof, screenshots, or identification details, please redact unrelated sensitive information where possible.
Feedback records may be shared internally with relevant Bintan Voyage team members or with relevant travel partners only when needed to investigate and resolve the issue.
10. Abuse, Spam, and Bad Faith Submissions
We welcome honest feedback, including critical feedback. However, we do not tolerate harassment, threats, hate speech, abusive language, spam, fraudulent claims, fabricated evidence, or repeated bad faith submissions.
We may refuse to respond to abusive or fraudulent reports. We may still keep relevant records when needed for safety, legal, operational, or dispute resolution purposes.
11. Policy Owner and Contact
This policy is managed by the Bintan Voyage Customer Experience Team.
Brand: Bintan Voyage
Legal operator: PT. Bintan Voyage International
License No.: 2306260219563
Office address: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
WhatsApp: +62 812 6182 0197
Tour inquiries, package quotations, and bookings: sales@bintanvoyage.com
Office administration, legal matters, policy matters, complaints, and refund questions: office@bintanvoyage.com
Operating hours: Open daily, 8:00 AM to 11:00 PM Singapore Time
KakaoTalk: BintanVoyage
Website: bintanvoyage.com
12. Updates to This Policy
We may update this policy when our service process, legal requirements, operating procedures, or customer support standards change.
When we update this page, we will revise the last updated date at the top of the policy.