This commitment describes the service levels you can expect before, during, and after your tour.
Communication
We respond to enquiries daily and confirm all bookings in writing with a clear itinerary.
Response Targets
| Request Type | Description | First Response | Handling |
|---|---|---|---|
| Urgent (on tour) | Safety or logistics during a trip | Immediate | Same day |
| Booking | New reservations and changes | Within hours | 1 day |
| General | Questions about tours | Same day | 1–2 days |
| Feedback | Reviews and suggestions | 1–2 days | As needed |
If Something Goes Wrong
- We will reschedule activities affected by weather where possible
- We offer alternatives if a station is temporarily closed
- We resolve any issue fairly and transparently
Contact
For anything urgent, reach your guide directly or message us on WhatsApp at admin@orangutanfamilytour.com and we will help right away.