Last updated: January 5, 2026
At Bintan Voyage (a travel division of PT. Baroka Tour & Travel), we believe feedback is essential to improving our services and maintaining trust with travelers—especially international visitors planning trips from Singapore to Bintan. This policy explains how we collect, review, respond to, and act on feedback from customers, partners, and the public.
1) Purpose
Our feedback process exists to:
- improve service quality and on-ground coordination
- address complaints fairly and consistently
- identify repeated issues and fix root causes (e.g., pickup clarity, timing, communication)
- keep travelers informed when updates are made to policies or guidance pages
2) What “Actionable Feedback” Means
Feedback is considered actionable when it includes enough detail for us to investigate and improve, such as:
- travel date and package name (or booking confirmation details)
- where and when the issue happened (terminal/pickup point/activity/resort)
- what happened, what was expected, and what outcome you are requesting
- supporting details (screenshots/photos/receipts) when relevant
We also welcome general suggestions, but actionable feedback helps us resolve issues faster and more accurately.
3) How We Collect Feedback
We accept feedback through the following channels:
Direct contact (recommended):
- WhatsApp: +62 812-6182-0197
- Email: office@bintanvoyage.com
Website contact form (if available):
You may also send feedback through our website contact form.
Public reviews and social channels:
We monitor feedback on public review platforms and social media messages/comments to understand recurring trends and respond where appropriate.
Partner feedback:
We also gather operational feedback from local partners (transport providers, activity operators, and accommodation coordination) to improve service quality and trip flow.
4) Response Time & Service Standards
We aim to:
- Acknowledge actionable feedback within 48 hours (2 business days).
- Provide an initial investigation update typically within 3–7 business days, depending on complexity and supplier involvement.
For urgent on-trip issues (e.g., pickup confusion or timing problems), we prioritize immediate operational support through WhatsApp whenever possible.
5) How We Handle Complaints (Our Process)
Step 1 — Triage
We categorize your feedback (e.g., booking clarity, pickup/transfer, itinerary flow, activity experience, communication issues).
Step 2 — Investigation
We review booking details, operational notes, messages, and any provided evidence. If needed, we contact relevant partners to confirm what happened.
Step 3 — Resolution
We propose a practical resolution, which may include:
- clarification or corrective guidance
- operational improvement (e.g., clearer pickup instructions or updated FAQ)
- service adjustment where feasible
- escalation to suppliers if the issue relates to third-party delivery
Step 4 — Follow-up
We follow up to confirm the outcome and record the case for continuous improvement.
6) Compensation, Rescheduling, and Refund-Related Requests
If a guest requests compensation, rescheduling, or a refund, we evaluate requests fairly based on:
- the confirmed itinerary and inclusions/exclusions
- evidence and operational records
- third-party supplier rules (resorts and activity operators may have strict terms)
Possible outcomes may include:
- clarification and corrective support
- rescheduling assistance (subject to availability)
- partial refund or service credit (case-by-case, where applicable)
For full details on refund and rescheduling terms, please refer to our official policies:
- Terms & Conditions
- Cancellation & Refund Policy (if published separately)
7) Transparency and Continuous Improvement
We use feedback to improve:
- booking clarity (what’s included, timing, meeting points)
- on-ground service flow (terminal pickup, transfers, coordination)
- travel guidance content (FAQ updates, planning information)
- internal procedures (communication templates and quality checks)
When feedback leads to public-facing changes (e.g., updating FAQs or guidance pages), we update the relevant page and its “Last updated” date.
8) Privacy and Data Handling
We handle feedback data responsibly and use it only for:
- verification and investigation
- service improvement
- follow-up communication
We avoid requesting unnecessary sensitive information. If you share payment proof or documents, please redact unrelated sensitive details where possible. Data related to feedback is processed in line with our Privacy Policy.
9) Abuse, Spam, and Bad-Faith Submissions
We welcome honest feedback, but we do not tolerate:
- harassment, hate speech, threats, or abusive communication
- spam or irrelevant submissions
- fraudulent claims or fabricated evidence
We may refuse to engage with abusive or bad-faith reports while maintaining a respectful and safe environment for both travelers and staff.
10) Policy Owner & Contact
Policy Owner (Feedback & Corrections Contact): Rahman Nurhaq
WhatsApp: +62 812-6182-0197
Email: office@bintanvoyage.com
Operated by: PT. Baroka Tour & Travel
11) Updates to This Policy
We may update this policy to reflect operational or legal changes. When updates are made, we revise the “Last updated” date at the top of this page.