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Tourism Licensing and Cross-Border Compliance Policy

Policy Status: Public
Version: 2.0
Effective Date: Upon Publication
Policy Administrator: Bintan Voyage Compliance and Operations
Official Contact: office@bintanvoyage.com

1. Purpose

This Tourism Licensing and Cross-Border Compliance Policy explains how Bintan Voyage manages travel arrangements involving Bintan, Singapore, and international travellers.

It describes:

  • The legal operator behind Bintan Voyage;
  • The company’s cross-border booking model;
  • The role of licensed and authorised travel partners;
  • The responsibilities accepted by Bintan Voyage for direct bookings;
  • The management of payments and customer-facing travel documents;
  • The allocation of accommodation, transport, ferry, flight, tour, and activity services;
  • The standards used to maintain clear and professionally coordinated international travel arrangements.

This Policy applies to services quoted and confirmed through Bintan Voyage’s official booking channels.

2. Official Operator

Bintan Voyage is operated by:

PT Bintan Voyage International
Business Identification Number: 2306260219563
Registered Business Activity: Travel Agency Activities
Registered Office: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
Official Website: bintanvoyage.com

PT Bintan Voyage International is the registered business operator behind the Bintan Voyage brand and is authorised under its Indonesian business registration to conduct travel-agency activities.

For the purposes of this Policy, “Bintan Voyage,” “we,” “us,” and “our” refer to PT Bintan Voyage International and persons authorised to act on its behalf.

3. Cross-Border Travel Services

Bintan Voyage specialises in coordinating journeys between Singapore and Bintan.

Depending on the confirmed itinerary, the service may include:

  • Changi Airport arrival coordination;
  • Singapore airport and hotel transfers;
  • Singapore accommodation;
  • Transfers to and from Singapore ferry terminals;
  • Ferry-ticket arrangements;
  • Arrival assistance at Bintan ferry terminals;
  • Private transport in Bintan;
  • Bintan hotel, resort, or villa arrangements;
  • Private tours and activities;
  • Dining, event, and corporate arrangements;
  • Multilingual guest support;
  • Return travel coordination to Singapore;
  • International flight-booking assistance;
  • Custom arrangements beginning in the traveller’s country of origin.

Each package is prepared according to the traveller’s route, travel dates, group profile, accommodation preferences, service requirements, and confirmed supplier availability.

4. Integrated Booking Model

Bintan Voyage provides one primary booking and coordination channel for multi-component travel arrangements.

A confirmed itinerary may combine services delivered by:

  • The Bintan Voyage operations team;
  • Licensed travel partners;
  • Accommodation providers;
  • Transport operators;
  • Ferry and airline operators;
  • Ticketing providers;
  • Tour guides;
  • Activity operators;
  • Event and dining providers;
  • Other authorised travel-service suppliers.

This integrated model allows the traveller to receive a coordinated itinerary and central point of contact, while each specialist service is fulfilled through the appropriate operating or booking channel.

5. Singapore Partner Framework

Bintan Voyage works with appropriately licensed travel partners and authorised service providers for Singapore-based arrangements where local operating or licensing requirements apply.

These arrangements may support:

  • Airport transfers;
  • Hotel reservations;
  • Ferry-terminal transfers;
  • Ferry bookings;
  • Air-ticketing services;
  • Attraction bookings;
  • Corporate and group travel;
  • Other Singapore travel components.

Before relevant Singapore services are assigned, Bintan Voyage maintains internal records relating to the provider’s identity, service scope, operating status, booking procedure, and applicable authorisation.

Partner names, commercial terms, negotiated rates, operational arrangements, and confidential supporting records are not required to be published publicly. Verification may be provided where reasonably required for a confirmed booking, contractual review, financial verification, or lawful regulatory request.

6. Contracting Responsibility

For packages quoted, invoiced, and confirmed directly by Bintan Voyage, PT Bintan Voyage International acts as the contracting seller identified in the customer-facing booking documents.

Bintan Voyage is responsible for:

  • Preparing the quotation;
  • Describing the agreed package;
  • Confirming the principal inclusions;
  • Issuing the applicable customer invoice;
  • Recording payments made through approved channels;
  • Providing the booking confirmation;
  • Coordinating the confirmed travel components;
  • Providing the customer with one primary support channel;
  • Communicating material changes received from the relevant provider;
  • Coordinating service enquiries relating to the confirmed package.

Where a particular carrier, licensed travel partner, hotel, ticketing provider, or other supplier must be identified as the issuing or operating party, that role may be shown in the applicable voucher, ticket, confirmation, or supporting document.

7. Booking Confirmation

A quotation, package page, example itinerary, or general enquiry does not by itself confirm a reservation.

A booking is confirmed only after the applicable booking requirements have been completed and written confirmation has been issued by Bintan Voyage.

The confirmation may identify:

  • The passenger or booking party;
  • Travel dates;
  • Confirmed accommodation;
  • Transfer arrangements;
  • Ferry or flight details;
  • Tour and activity arrangements;
  • Package inclusions;
  • Payment status;
  • Important supplier conditions;
  • Meeting instructions;
  • Official support contacts.

The final written booking documents determine the services agreed for the individual reservation.

8. Customer-Facing Travel Documents

Depending on the package, Bintan Voyage may provide:

  • An invoice;
  • Payment confirmation;
  • Booking confirmation;
  • Travel voucher;
  • Confirmed itinerary;
  • Accommodation confirmation;
  • Transport schedule;
  • Ferry documentation;
  • Flight documentation;
  • Activity voucher;
  • Meeting-point instructions;
  • Active-trip contact information.

Bintan Voyage provides or coordinates delivery of these documents through its official booking channels.

Ferry and flight documents may be issued through the applicable carrier, reservation system, licensed partner, or authorised ticketing channel and delivered to the traveller as part of the Bintan Voyage travel-document package.

Customers should review names, dates, passport details, routes, schedules, accommodation, and baggage conditions promptly after receiving the documents.

9. Payment Channels and Currencies

Bintan Voyage may accept payments through approved channels in Indonesia and Singapore.

The applicable invoice or written payment instruction will identify:

  • The booking reference;
  • The service or package;
  • The payment amount;
  • The payment currency;
  • The approved payment recipient;
  • The required deposit or balance;
  • The payment deadline.

Customers must only use payment details received through an official Bintan Voyage channel.

Any unexpected change involving a bank account, payment recipient, payment link, or payment instruction must be verified directly through:

office@bintanvoyage.com
or
+62 812 6182 0197

Payment is considered confirmed after it has been received, verified, and matched to the relevant reservation.

10. Service Providers and Operating Responsibility

Hotels, resorts, airlines, ferry companies, transport providers, activity operators, restaurants, venues, ticketing providers, and licensed travel partners may operate as independent service providers.

Each provider remains responsible for the personnel, premises, vehicles, equipment, schedules, operating decisions, service conditions, licences, and activities under its control.

Bintan Voyage remains responsible for:

  • Accurately communicating the confirmed package;
  • Coordinating the included services;
  • Maintaining customer-facing booking records;
  • Passing material operational information to the traveller;
  • Assisting with supplier communication;
  • Coordinating reasonable service support where required.

The use of an independent supplier does not remove Bintan Voyage’s role as the primary booking coordinator for the confirmed package.

11. Ferry, Flight, and Transport Coordination

Bintan Voyage coordinates ferry, flight, and transport arrangements through recognised operating, reservation, or ticketing channels.

The coordination may include:

  • Route and schedule selection;
  • Passenger information;
  • Transfer timing;
  • Ferry-terminal instructions;
  • Airport and hotel pickup arrangements;
  • Connection planning;
  • Ticket and voucher delivery;
  • Assistance when schedules change.

Carrier schedules, baggage rules, fare conditions, name-change rules, cancellation terms, and rebooking conditions remain governed by the applicable carrier or ticketing arrangement.

Bintan Voyage will assist with coordination but cannot independently override a carrier’s operating decision or fare rule.

12. Accommodation, Tour, and Activity Coordination

Accommodation, tours, guides, attractions, and activities are assigned according to the confirmed itinerary and current availability.

Selection may consider:

  • Travel dates;
  • Group size;
  • Room or vehicle requirements;
  • Guest preferences;
  • Language requirements;
  • Participant age;
  • Activity suitability;
  • Weather and operating conditions;
  • Supplier capacity.

A property, guide, vehicle, or activity is confirmed only when it is identified in the final booking documents.

Bintan Voyage may coordinate a suitable alternative where a confirmed service becomes unavailable because of operational conditions outside its reasonable control.

13. Guest Information

Cross-border bookings may require passenger information for accommodation, transport, ferry, flight, activity, safety, and service-fulfilment purposes.

Only information reasonably required for the confirmed arrangement should be collected and shared with the relevant service provider.

The handling of customer information is governed in greater detail by the Bintan Voyage Privacy Policy.

14. Customer Responsibilities

Customers are responsible for providing complete and accurate booking information, including:

  • Legal passenger names;
  • Passport details;
  • Nationality;
  • Contact information;
  • Travel dates;
  • Flight and ferry information;
  • Relevant mobility, dietary, or participation requirements.

Customers are also responsible for:

  • Holding valid travel documents;
  • Obtaining required visas or entry approvals;
  • Meeting immigration and customs requirements;
  • Reviewing booking documents promptly;
  • Arriving at the designated meeting point on time;
  • Following carrier, supplier, and safety instructions;
  • Reporting document errors without delay.

Bintan Voyage is not responsible for consequences caused by inaccurate customer information, invalid travel documents, refusal of entry, late arrival, or failure to meet applicable travel requirements.

15. Operational and Regulatory Changes

International travel arrangements may be affected by:

  • Carrier schedule changes;
  • Ferry or flight disruptions;
  • Weather and marine conditions;
  • Immigration processing;
  • Government directions;
  • Supplier operating decisions;
  • Temporary closures;
  • Safety restrictions;
  • Other events outside Bintan Voyage’s reasonable control.

When a material change occurs, Bintan Voyage will use reasonable efforts to coordinate an available alternative.

This may involve:

  • A revised schedule;
  • Alternative transport;
  • Alternative accommodation;
  • A replacement activity;
  • Rebooking;
  • Itinerary adjustment;
  • Supplier escalation;
  • Other practical travel support.

Any resulting refund, cancellation, credit, or additional charge is determined under the applicable booking terms, supplier conditions, and Bintan Voyage Cancellation and Refund Policy.

16. Complaints and Service Support

Bintan Voyage maintains a dedicated function for customer support, complaints, refund coordination, and service recovery.

Urgent matters during an active trip should be reported through:

WhatsApp and telephone: +62 812 6182 0197

Formal matters may be submitted to:

office@bintanvoyage.com

A complaint should include the booking reference, travel date, description of the issue, and relevant supporting information.

Complaint handling and refund assessment are governed in greater detail by the applicable Bintan Voyage complaint, cancellation, and refund procedures.

17. Records and Verification

Bintan Voyage maintains appropriate records relating to:

  • Quotations;
  • Invoices;
  • Payments;
  • Booking confirmations;
  • Travel documents;
  • Customer communications;
  • Supplier confirmations;
  • Partner verification;
  • Material service changes;
  • Complaints and resolutions.

These records support booking administration, financial reconciliation, customer assistance, compliance review, and legitimate verification requests.

Confidential contracts, internal supplier records, negotiated rates, account credentials, commercial information, and personal customer information are not publicly disclosed.

18. No Implied Ownership or Exclusivity

The coordination or sale of a service does not mean that Bintan Voyage owns the relevant hotel, airline, ferry, vehicle, attraction, venue, restaurant, or activity provider.

The use of a supplier or partner does not, by itself, establish:

  • Common ownership;
  • A joint venture;
  • A franchise;
  • An employment relationship;
  • Exclusive representation;
  • Permanent availability;
  • Authority for one party to bind another beyond the confirmed arrangement.

The actual relationship is determined by the applicable agreement, booking procedure, transaction record, or service confirmation.

19. Related Policies

This Policy should be read together with the applicable:

  • Corporate Identity and Legal Disclosure Policy;
  • Supplier Partnership Verification Policy;
  • Contracted Rate Confidentiality Policy;
  • Privacy Policy;
  • Cancellation and Refund Policy;
  • Terms and Conditions;
  • Advertising and Claim Substantiation Policy;
  • Partner Name and Logo Usage Policy.

Each policy has a separate purpose and should be applied according to the issue being reviewed.

20. Policy Precedence

This Policy provides the general framework for Bintan Voyage’s cross-border travel coordination.

For a specific booking, the following documents take precedence regarding the confirmed services:

  1. A signed service agreement;
  2. The final invoice;
  3. The written booking confirmation;
  4. The confirmed itinerary or voucher;
  5. Carrier- or supplier-specific conditions disclosed for the booking;
  6. Applicable cancellation and refund terms.

This Policy does not create a guarantee beyond the services expressly confirmed in writing.

21. Policy Review

This Policy may be updated when there is a material change to:

  • Cross-border booking procedures;
  • Licensing or partner arrangements;
  • Payment channels;
  • Ticketing procedures;
  • Service-delivery processes;
  • Official company information;
  • Applicable operating requirements.

The version published on the official Bintan Voyage website is the current public version.

22. Cross-Border Service Statement

Bintan Voyage provides travellers with one coordinated booking channel for journeys between Singapore and Bintan. Through direct local operations, licensed travel partners, approved payment channels, recognised carriers, selected service providers, and clear booking documents, Bintan Voyage coordinates each confirmed itinerary from the initial enquiry through completion of the journey.

23. Official Contact

Bintan Voyage
Operated by PT Bintan Voyage International
Business Identification Number: 2306260219563
Office: Jl. Hang Tuah, Kota Baru, Teluk Sebong, Bintan Regency, Riau Islands 29155, Indonesia
Website: bintanvoyage.com
WhatsApp and telephone: +62 812 6182 0197
Bookings: sales@bintanvoyage.com
Compliance, complaints, and formal matters: office@bintanvoyage.com
Operating hours: Daily, 8:00 AM to 11:00 PM Singapore Time