General Operations FAQ'S (Malaysia)
Q1. What are the working hours of the travel operations team?
Standard support is available from 10 AM to 7 PM {Malaysia Time, Monday to Friday}. Emergency assistance is available 24/7.
Q2. Can I change my booking after it's confirmed?
Yes, depending on policies. Change fees may apply.
Q3. What if my flight is delayed or canceled?
Contact our support team immediately. We’ll coordinate and arrange pickup time accordingly.
Q4. How do I know the pick-up time and meeting point for tours?
All details — including meeting points, pick-up times, and contact numbers — will be provided in your confirmation voucher 24–48 hours before the tour.
Q5. What if a tour is canceled due to weather or unforeseen events?
You’ll be notified immediately by on-ground team. We’ll reschedule or issue a refund, depending on policy and availability.
Q6. What if my transport doesn’t arrive on time?
Contact our 24/7 support line immediately. We will coordinate with drivers and arrange alternatives if necessary.
Q7. Can I make changes to my sightseeing plan while on the trip?
Last-minute changes are subject to availability and fees, but we will do our best to accommodate your request.
Q8. For how many passengers is a guide mandatory?
A guide is mandatory for groups of more than 7 passengers traveling in an XL van.Guide is mandatory above 7 pax in XL Van.
Q9. During what hours is airport paging unavailable?
Paging is unavailable at the airport from 10:00 PM to 7:00 AM.
Q10. Is there a surcharge for pickups during odd hours?
Yes, a 50% surcharge is applied to the transport cost for pickups between 10:00 PM and 7:00 AM.
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