Welcome to Authentic Sumatra

Authentic Sumatra is a legalized tour operator since 2010 who is providing a unique way to discover Indonesia and does not follow the trends of mass tourism.

Our aim is to help the local population achieve better economic growth through tourism while protecting their traditions and heritage.

1. How do I book a trip through your website?
   • To book a trip, simply browse our destinations and packages, choose the one that suits you, and follow the prompts to complete your booking.
2. What payment methods do you accept?
   • We accept major credit cards (Visa, Mastercard, American Express), as well as alternative payment methods such as PayPal, Apple Pay, and Google Pay.
3. Are there any additional fees beyond the listed prices?
   • We aim to be transparent with our pricing. However, certain packages may have extra fees for accommodation (pre and post stay), taxes, or optional add-ons. These will be clearly outlined during the booking process.
4. Can I make changes to my booking after it’s confirmed?
   • Changes to your booking may be possible depending on the specific terms and conditions. Some changes might incur fees or additional charges. Please contact our customer support team for assistance with any modifications.
5. Is travel insurance required?
   • Yes, travel insurance is mandatory and a condition of your contract with us. We recommend obtaining insurance that covers medical emergencies, trip cancellations, lost luggage, and other unforeseen events. You are responsible for ensuring your travel insurance covers the entire duration of your trip.
6. What documents do I need to travel to Indonesia?
   • Generally, you will need a valid passport with at least six months’ validity beyond your return date. Depending on your nationality, you may also need a visa. Some countries are eligible for visa-free entry or visa-on-arrival. Please check with the Indonesian embassy or consulate for specific visa requirements.
7. What happens if my flight is delayed or canceled?
   • If your flight is delayed or canceled, our customer support team will assist with rebooking or alternative travel options. We also recommend checking with your airline for their policies on flight disruptions.
8. Do you offer group discounts?
   • Yes, we offer discounts for group bookings. Please contact our group booking department for more details and personalized assistance.
9. Is it safe to travel to Indonesia?
   • Your safety is our priority. We monitor travel advisories closely and provide updates regarding potential risks. We also recommend purchasing travel insurance for added peace of mind during your trip.
10. How can I contact customer support?
    • You can reach our customer support team via phone, email, or live chat. We are here to assist with any questions or concerns you may have before, during, or after your trip.
11. What is your cancellation and refund policy?
    • Cancellations must be made in writing via email.
      • More than 30 days before departure: Deposit is non-refundable.
      • Less than 30 days before departure: Full payment is non-refundable.
    • Cancellations due to reasons such as illness, missed flights, or force majeure events will not be waived. However, you may be able to claim some cancellation fees through your travel insurance, depending on their terms and conditions.
12. What is included in the tour package?
    • The tour package generally includes accommodation, selected activities, transportation during the tour, and a tour guide. Additional costs for meals, optional excursions, and personal expenses are not included unless otherwise specified.
13. Can I bring children on the tour?
    • Our tours are primarily designed for adults aged 18-30. If you wish to bring children, please contact our customer support team for more information on age limits and suitability.
14. Are the tours suitable for solo travelers?
    • Absolutely! Our tours are ideal for solo travelers. You’ll meet other like-minded people and have the chance to bond with fellow adventurers.
15. What should I pack for the trip?
    • We recommend packing comfortable clothes and shoes, swimwear, sunscreen, a hat, a camera, and any personal medication you may need. Specific packing suggestions will be provided based on the tour destination.
16. What if I have dietary restrictions or allergies?
    • Please inform us of any dietary restrictions or allergies when booking your trip. We will do our best to accommodate your needs, but it’s important to check with your tour guide upon arrival to ensure your requirements are met.

The tour package generally includes accommodation, selected activities, transportation during the tour, and a tour guide. Additional costs for meals, optional excursions, and personal expenses are not included unless otherwise specified.

• Cancellations must be made in writing via email.
  • More than 30 days before departure: Deposit is non-refundable.
  • Less than 30 days before departure: Full payment is non-refundable.
• Cancellations due to reasons such as illness, missed flights, or force majeure events will not be waived. However, you may be able to claim some cancellation fees through your travel insurance, depending on their terms and conditions.

Changes to your booking may be possible depending on the specific terms and conditions. Some changes might incur fees or additional charges. Please contact our customer support team for assistance with any modifications.