Policy Status: Public
Version: 1.0
Effective Date: Upon Publication
Last Reviewed: July 2026
Policy Administrator: Bintan Voyage Day Trip Operations
1. Purpose
This Policy explains how Bintan Voyage accepts, confirms, coordinates, and delivers Bintan day trip services.
It applies to day trips arranged for:
- Travellers arriving from Singapore;
- Guests already staying in Bintan;
- Couples;
- Families;
- Private groups;
- School groups;
- Company and corporate groups;
- Travellers booking sightseeing, nature, marine, recreational, or fishing experiences.
This Policy focuses specifically on day trip booking and service delivery. General company information, consumer rights, refunds, privacy, price guarantees, and supplier verification are addressed in separate Bintan Voyage policies.
2. Day Trip Service Scope
A Bintan day trip is a travel arrangement completed within one operating day, without requiring an overnight stay as part of the confirmed package.
Depending on the selected service, a day trip may include:
- Ferry-terminal pickup;
- Hotel, resort, villa, or agreed-location pickup;
- Private tourist transportation;
- Sightseeing;
- Nature activities;
- Cultural visits;
- Marine activities;
- Water-based recreation;
- Meals;
- Guides;
- Fishing charters;
- Return transportation;
- Other services stated in the final booking documents.
Only services listed in the confirmed itinerary, voucher, invoice, or booking confirmation form part of the booking.
3. Booking Methods
Bintan Voyage provides two day trip booking methods.
3.1 Instant Online Booking
Eligible day trip packages may be selected and purchased directly through the official Bintan Voyage website.
Depending on the package, customers may be able to:
- Select a travel date;
- Choose the number of travellers;
- Review the published price;
- Review the main inclusions and exclusions;
- Enter traveller information;
- Complete online checkout;
- Pay through an approved payment channel;
- Receive booking documentation.
A package marked as available for instant booking does not require the customer to request a manual quotation before placing the order.
Certain supplier-controlled components may remain subject to operational confirmation where this is clearly stated on the package page.
3.2 Assisted Booking
Customers may contact the Bintan Voyage travel team when they require:
- A custom itinerary;
- Ferry coordination;
- Hotel or resort pickup;
- Budget-based recommendations;
- Family or senior-friendly planning;
- Several vehicles;
- School or corporate arrangements;
- Fishing-charter coordination;
- Special meals;
- Language assistance;
- Other non-standard services.
Assisted booking provides personal support in addition to the online booking system. It does not replace or limit the availability of instant booking for eligible packages.
4. Travellers Arriving from Singapore
Bintan Voyage arranges day trips for travellers arriving in Bintan from Singapore.
The confirmed itinerary may be planned around:
- Ferry arrival time;
- Immigration and terminal procedures;
- Bintan local time;
- Pickup terminal;
- Road-travel duration;
- Activity duration;
- Meal arrangements;
- Return-ferry check-in time;
- Reasonable operational buffers.
Customers are responsible for booking or confirming a suitable ferry schedule unless ferry tickets are expressly included or coordinated by Bintan Voyage.
Bintan Voyage will not deliberately design an itinerary that creates an unreasonable risk of missing the confirmed return ferry.
Where a requested itinerary is not realistically achievable within the available time, Bintan Voyage may recommend fewer destinations, shorter activities, or an alternative route.
5. Guests Already Staying in Bintan
Guests already staying in Bintan may book a day trip without purchasing a Singapore–Bintan travel package.
Pickup may be arranged from a confirmed:
- Hotel;
- Resort;
- Villa;
- Ferry terminal;
- Private accommodation;
- Meeting point;
- Other agreed location.
Pickup availability and any related surcharge depend on the selected package, distance, vehicle requirement, and confirmed service area.
The pickup and return locations stated in the booking confirmation determine the transportation included.
6. Budget-Matched Day Trip Planning
Bintan Voyage may design a day trip around a customer’s available budget.
The customer may provide:
- Travel date;
- Available time;
- Number and age of travellers;
- Pickup and return location;
- Preferred activities;
- Total budget;
- Meal requirements;
- Private or shared preference;
- Special assistance requirements.
Bintan Voyage may adjust the proposal by reviewing:
- Number of activities;
- Travel route;
- Vehicle size;
- Activity duration;
- Meal options;
- Guide requirements;
- Group pricing;
- Optional upgrades;
- Supplier availability.
Budget-based planning does not guarantee that every requested service can be included within the stated budget.
Where the full request exceeds the available budget, Bintan Voyage may recommend a more efficient combination that preserves the most important parts of the trip.
7. Private Day Trip Standard
Where a day trip is confirmed as private, the land-tour vehicle and itinerary are allocated to one booking party and are not combined with unrelated tour groups.
A private day trip may provide:
- A vehicle for the confirmed party;
- Pickup according to the confirmed arrangement;
- More practical pacing;
- Easier coordination for children or senior travellers;
- Better luggage management;
- Direct communication with the assigned operations team;
- Reasonable itinerary flexibility.
Public ferries, attractions, restaurants, beaches, terminals, activity venues, and marine facilities may still be shared with other visitors.
A service is private only where this is stated in the package description or booking confirmation.
8. Family, Couple, Group, School, and Corporate Arrangements
Day trip planning may be adapted according to the traveller profile.
Families
Family arrangements may consider:
- Children’s ages;
- Senior relatives;
- Strollers and luggage;
- Rest periods;
- Child-suitable activities;
- Meal timing;
- Comfortable transportation.
Couples
Couple arrangements may include:
- Private sightseeing;
- Scenic locations;
- Nature experiences;
- Dining;
- Photography;
- Romantic or celebration arrangements.
Private Groups
Group arrangements may include:
- One or more vehicles;
- Coordinated activities;
- Meals;
- Guides;
- Group arrival and departure management.
Schools
School arrangements may include:
- Structured itineraries;
- Student transportation;
- Educational activities;
- Meals;
- Guides;
- Group timing and attendance coordination.
Corporate Groups
Corporate arrangements may include:
- Team-building;
- Meetings;
- Meals;
- Event activities;
- Private transport;
- Programme coordination;
- Return-transfer management.
Additional planning, staffing, venue, or operational charges may apply to larger or more complex groups.
9. Fishing Charter and Marine Day Trips
Bintan Voyage may coordinate fishing charter and marine day trips through appropriate boat operators, crews, and service providers.
Depending on the confirmed package, the arrangement may include:
- Boat use;
- Crew;
- Fishing support;
- Fishing equipment;
- Bait;
- Safety equipment;
- Transfers;
- Meals or refreshments;
- Icebox or storage facilities;
- Other confirmed marine services.
Marine services remain subject to:
- Boat availability;
- Weather;
- Wind;
- Waves;
- Tides;
- Sea conditions;
- Safety requirements;
- Local operating restrictions;
- Guest fitness and health considerations.
Fishing results cannot be guaranteed. Fish species, catch quantity, and fishing success depend on natural conditions and other factors outside the reasonable control of Bintan Voyage.
Bintan Voyage may delay, change, or cancel a marine activity where operating conditions are considered unsafe.
10. Service Confirmation
A day trip is confirmed when the applicable booking requirements have been completed and Bintan Voyage has issued written confirmation.
Requirements may include:
- Completed traveller information;
- Customer approval;
- Deposit or full payment;
- Supplier confirmation;
- Ferry information;
- Pickup details;
- Group information;
- Other package-specific requirements.
Customers may receive:
- Order confirmation;
- Invoice;
- Payment confirmation;
- Booking confirmation;
- Itinerary;
- Voucher;
- Pickup instructions;
- Meeting-point information;
- Operational contact details.
Customers must review the documents and report any material error without delay.
11. Pre-Trip Coordination
Before the confirmed travel date, Bintan Voyage may verify:
- Traveller name;
- Number of guests;
- Pickup location;
- Pickup time;
- Ferry details;
- Selected activities;
- Meal requirements;
- Special requests;
- Relevant weather or operational information.
Customers must provide accurate and reachable contact details.
Failure to respond to essential operational requests may affect pickup, supplier confirmation, or service delivery.
12. Pickup and Waiting Time
Customers must be ready at the confirmed pickup point at the stated time.
Where a customer is delayed, Bintan Voyage may:
- Wait for a reasonable period;
- Adjust the itinerary;
- Reduce the time available for an activity;
- Remove an activity that can no longer be completed;
- Apply additional waiting or operational charges where stated in the booking terms.
Bintan Voyage is not responsible for itinerary reductions caused by customer lateness, immigration delay, missed ferry travel, incorrect pickup information, or failure to follow the confirmed instructions.
13. Itinerary Management
The confirmed itinerary will be followed where reasonably possible.
The sequence or timing may be adjusted because of:
- Traffic;
- Ferry delay;
- Immigration congestion;
- Weather;
- Attraction operating hours;
- Supplier availability;
- Marine conditions;
- Road conditions;
- Safety requirements;
- Other operational circumstances.
A minor change in sequence does not automatically constitute a reduction in the confirmed service.
Where a material component cannot be provided, Bintan Voyage will use reasonable efforts to arrange an appropriate alternative or remedy under the applicable booking terms.
14. Price and Inclusion Standard
The customer-facing price applies only to the services identified in the confirmed booking documents.
Customers should review whether the package includes:
- Private or shared transportation;
- Pickup and return transfer;
- Driver;
- Guide;
- Entrance tickets;
- Activities;
- Meals;
- Ferry tickets;
- Marine equipment;
- Taxes;
- Surcharges;
- Other services.
A low advertised price from another provider may not represent the same service if it excludes transportation, tickets, private arrangements, guide support, meals, or other material components.
Detailed price-comparison eligibility is governed by the Bintan Voyage Best Price Guarantee Policy.
15. Safety and Operational Authority
Bintan Voyage, the assigned driver, guide, boat operator, activity provider, or other responsible service provider may modify, suspend, or refuse an activity where reasonably necessary for:
- Guest safety;
- Marine safety;
- Vehicle safety;
- Weather conditions;
- Equipment limitations;
- Legal requirements;
- Supplier operating rules;
- Other legitimate operational concerns.
Customers must comply with safety instructions provided by the relevant service provider.
No customer instruction requires a provider to operate in an unsafe or unlawful manner.
16. Customer Responsibilities
Customers are responsible for:
- Providing accurate traveller information;
- Providing correct ferry details;
- Arriving on time;
- Following pickup and meeting instructions;
- Reviewing booking documents;
- Holding valid travel documents;
- Informing Bintan Voyage of relevant mobility, dietary, medical, or participation needs;
- Following safety instructions;
- Supervising children in their care;
- Protecting personal belongings;
- Paying confirmed charges by the stated deadline.
Customers should report active-trip problems immediately so that corrective action can be considered while the service is still operating.
17. Changes, Cancellations, and Disruptions
Customer-requested changes remain subject to:
- Availability;
- Supplier approval;
- Price differences;
- Additional transport requirements;
- Administration charges;
- Cancellation terms.
Ferry cancellation, severe weather, supplier closure, marine restrictions, government instructions, and other events outside Bintan Voyage’s reasonable control may affect the trip.
Available responses may include:
- Revised timing;
- Alternative route;
- Substitute activity;
- Rebooking;
- Credit;
- Refund of an eligible unprovided component;
- Another reasonable solution.
Cancellation and refund procedures are governed by the Bintan Voyage Cancellation and Refund Policy and the confirmed booking terms.
18. Complaints and Service Issues
Urgent issues during an active day trip should be reported immediately through the official Bintan Voyage operational contact.
Formal complaints should include:
- Customer name;
- Booking reference;
- Travel date;
- Description of the issue;
- Supporting evidence;
- Requested resolution.
Bintan Voyage will review the confirmed booking documents, customer communications, supplier information, and relevant service records before determining an appropriate response.
19. Relationship With Other Policies
This Policy should be read together with:
- Terms and Conditions;
- Cancellation and Refund Policy;
- Consumer Fair Trading Policy;
- Best Price Guarantee Policy;
- Private Tour Policy;
- Tourism Licensing and Cross-Border Compliance Policy;
- Privacy Policy.
This Policy governs day trip booking and service delivery. The other policies govern their respective subjects and are not reproduced here.
20. Policy Precedence
For a specific day trip booking, the following documents take precedence over general website content:
- Signed service agreement, where applicable;
- Final invoice;
- Written booking confirmation;
- Confirmed itinerary;
- Voucher;
- Package-specific conditions;
- Applicable supplier or carrier conditions.
Sample itineraries, general destination information, photographs, and promotional descriptions do not replace the final booking documents.
21. Official Contact
Bintan Voyage
Operated by PT Bintan Voyage International
Business Identification Number: 2306260219563
Official website: bintanvoyage.com
Tour enquiries and bookings: sales@bintanvoyage.com
Policy and formal matters: office@bintanvoyage.com
WhatsApp and telephone: +62 812 6182 0197
Operating hours: Daily, 8:00 AM to 11:00 PM Singapore Time