Bhutan Magical Mountain Travels is a licensed and registered business with the Tourism Council of Bhutan, the government agency regulating the industry.We take it as a sacred duty to ensure our guests have the best experience in Bhutan that will lead to lasting friendships and grow our business. As a small family run travel agency, we provide a very specific travel service that reflects are values and is in keeping with national policy expectations.

 

CLIENT CHARTER

We pledge to:

  • Provide information that is up-to-date, accurate and objective as possible
  • Be professional, respectful and polite at all times
  • Deal promptly with enquiries and explain if there is a delay
  • Listen and ask for your views
  • Be open and honest and explain our decisions
  • Apologise when we make a mistake and put things right
  • Accept your right to complain and consider an adequate response

We would like you to:

  • Help us to help you by providing necessary information
  • Give us your views and suggestions

CUSTOMER STANDARDS

  • Answer all queries within 24 hours.
  • Acknowledge emails sent to bhutanmagicaltravels@gmail.com within 48 hours.
  • Respond to all complaints as soon as possible.
  • Ensure accommodation only in hotels and homestays certified by the regulator.
  • Use only certified guides.
  • Use only vehicles checked for safety and chauffeurs with a professional driving license.
  • Treat you and your data with respect – your email address and other information will never be shared with a third party without your consent.

 

MONITORING POLICY

We will:

  • Make it easy to make a complaint, comment or suggestion
  • Monitor complaints
  • Monitor performance against set standards
  • Strive to improve service
  • Use customer surveys to gather customer feedback

Throughout your stay, you’ll be able to contact us either by mobile or messenger services.

Your personal tour operator

Once we’ve made contact, we will work with you to design your itinerary and make necessary arrangements, keeping you informed at all stages. From your arrival to the time you leave, we will monitor what is happening and re-check arrangements to ensure a smooth stay.

Fair prices

We apply a standard margin to all our tours over and above charges levied by the government as daily tax and visa fees. There are no hidden levies for visits to places of interest which have their own fee structure. Hotel and restaurant bookings and vehicle hire will be inclusive of all taxes and service charges. You are under no obligation to buy anything when visiting commercial outlets.

Post tour

After your tour, we’ll contact you to ask about your experience and use it on our web site with your permission. But the decision to assist us in this way is entirely yours.