FAQ

1. What is your contact number and address?

  • Contact/Helpline Number: 604-8998822/6012-4842676.
  • Address: 16, Jalan Tanjung Bungah, 11200 Penang, Malaysia.
  • Business Hours: 10.00a.m to 10.00p.m daily.

2. What is the latest possible date to make my bookings?

  • We can only accept internet booking at least 3 days before your tour departure date.

3. How do I know my booking is confirmed?

  • Your booking is confirmed only after we issue you a booking number and tour e-voucher.
  • It is only valid for travel on departure date and travelers named specifically in your booking.

4. What type of currency can I use to make my payment?

  • We only accept Ringgit Malaysia (RM) for our tour fares.

5. Can I change my departure date and make names changes?

  • You are only allowed to make changes at least 72 hours before your tour departure date otherwise cancellation charges will be imposed.
  • There is an administration charge of RM 50.00 each time for changes made.

6. Can I get a refund if I make a cancellation?

  • No refund for no-show or cancellation of internet booking less than 24 hours prior to departure.
  • A cancellation of 25% is charged for internet booking cancelled or changed less than 72 hour but more than 24 hours prior to departure.

7. Can I postpone my tour if I am sick?

  • A surcharge of 25% on tariff rate will be levied for postponement of your tour or make changes less than 72 hours prior to departure.

8. How do I get my refund if any?

  • The refund will be made in the form of a credit entry to your credit card account on Ringgit Malaysia (RM) only.
  • An administration fee of 5% on the amount to be refunded or a minimum of RM 50 whichever is higher is charged on a refund.

9. Do I have to pay for entrance fees or levy if any?

  • The entrance fees, levy, surcharges, single occupancy charge, miscellaneous or incidental chargeare excluded unless otherwise specified.

10. Can I request for a separate tour itinerary?

  • Our tour itinerary is fixed on a combined tour basis.
  • However, we reserve the right to change or cancel any portion of the itinerary without the risk of liability due to safety reasons or unforeseen circumstances.

11. Why do I need to declare my full name and passport number?

  • We are legally required to do so for passenger declaration and insurance coverage.

12. Do I need to buy my travel insurance?

  • It is strongly recommended that you must buy insurance for your travel needs.
  • Our group personal accident insurance below 75years old is only covered up to RM 20,000.00 for loss of life or permanent disability and RM 1,000.00 for medical expenses.

13. Is it safe to leave contact information with you?

  • We will not provide any personal information you provide to any third parties except when necessary to give effect to the transaction, and when we are legally required to do so.

14. Where is the pick-up point for my tour?

  • Our customer service will greet and meet you at the hotel lobby for point-to-point pick-up.
  • You have to be at the hotel lobby at least 5minutes before your pick-up time otherwise our coach or van will leave you behind for next pick-up point without the risk of liability.

15. What happened if I missed my pick-up?

  • You can arrange your own transport at your own expenses to our check-in counter.

16. Where is your check-in counter?

  • Penang check-in counter: Swettenham Pier, beside clock tower/Fort Cornwallis.
  • Langkawi check-in counter: Kuah Jetty, beside Eagle Square.

17. What is my check-in time?

  • Penang check-in time: 7.30a.m to 8.00a.m.
  • Penang ferry departure time: 8.15a.m.
  • Langkawi check-in time: 9.00.am to 9.30a.m.
  • Langkawi ferry departure time: 9.45a.m.

18. What happen if I turn up late for boarding?

  • Our ferry will leave you behind without the risk of liability.

19. What happen if it is raining on the departure day?

  • Our tour will not be cancelled on raining day unless due to severe weather or sea condition, failure of machinery and Mother Nature.

20. Do I get a refund if the tour is cancelled due to safety reasons?

  • In the event if the tour is forced to be cancelled due to severe weather or sea condition, failure of machinery and Mother Nature, we shall give a full refund on your amount paid and thereof after we shall have no further liability to you.

21. Do I need to be physically fit for snorkeling and scuba diving?

  • You need to be physically fit and free from breathing and heart illness.
  • No alcohol and medication should be consumed prior to snorkeling, and wear snorkeling vest to reduce the risk of over exposure to the sun and help to reduce dehydration.

22. Can I go for a beginner dive if I do not know how to swim?

  • You just need to be physically fit to go for a beginner dive guided by our dive master on one-to-one basis.

23. What do I need to bring for my tour?

  • You need to bring along your towel & swim wears for snorkeling and scuba diving, and cash for drinks or optional activities for your tour.
  • Do not bring along not required personal items or leave behind your personal items unattended.

24. What type of tour transport do you use?

  • We reserve the right to determine the type of ferry, coach, van or transport to be used on sharing basis.

25. How long is one way journey?

  • Marine Park: 2 hours ferry journey from Penang and 1 hour ferry journey from Langkawi.
  • National Park: 3 hours ferry journey.
  • Coach pick-up: 1 hour point-to-point.

26. Do you provide vegetarian food?

  • Our set lunch is a fixed menu unless an individual pre-request for separate vegetarian food.

27. Is diving equipment and snorkeling gears provided?

  • Snorkeling gears, diving equipment, life jackets, fresh water, changing rooms and wash rooms are provided on the reef platform.
  • We do not provide wet suit, hand gloves and booties for divers.

28. Do you sell drinks on board reef platform?

  • We sell mineral water, soft drink and beers on the reef platform but not on the ferry.

29. Do I get a refund for my activity that is not used?

  • The activity in tour services that is not been used will not be refunded.

30. Can I request for a specific seat?

  • We operate a single class and free seating policy.

31. Do you provide locker on the reef platform?

  • There is no locker provided instead you need to keep personal things in your bag.

32. What can I contribute to environment conservation?

  • Collection of coral and aquatic life from the marine park, and flora and fauna from the national park is strictly not allowed.
  • Never stand on the coral and do not use shampoo or soap in the marine park.