 |
Find comprehensive answers to frequently asked questions about Isango!, registration, products and destinations, bookings and cancellations, payment options and many other queries. Click on the link below to view relevant FAQs. Please write to us at support@isango.com or chat with us for any unanswered queries.
Click on the links below for answers to frequently asked questions (FAQs)
|
| |
|
| |
Registration
1. How do I register with Isango!?
It's easy to register with Isango! Just click the link and enter your email address. Although one does need to register in order to book.
2. Why should I register with Isango!?
We don't force you to register. However, if you register with Isango! we save you the trouble of repeatedly typing your details when you make a booking. Additionally, it also opens the option to receive great travel deals from us via email.
3. How do I change my password?
Sign in to your account and change your password by editing your profile and going to 'change password' tab.
4. How do I sign into my account if I forget my password?
If you've forgotten your password, click on the 'forgot Password' tab and we would mail you a new password on your email address.
5. How do I edit my account information?
Sign in to your Isango! Thereafter go through each tab and update the necessary account information. Click on the save button and your account information will be updated.
6. Can I change my Username?
The username is a unique identity and cannot be changed. For a new username, you will need to register on the website as a new member.
7. How do I log off of the site when I am finished?
Click on < Sign out> on the main menu and you will be logged off.
8. Can I speak to someone in Customer Support?
Isango! offers 24x7 customer support. You can talk to our travel specialists by clicking on the live chat icon. You can also email our customer support team at support@isango.com and someone will get back to you within few hours of your inquiry.
TOP
Isango! & it's services
1. What does Isango! mean?
Isango! Is a Zulu word and means the "Gateway". Some of us like to think of Isango! as the gateway to the world.
2. How is Isango! different from other travel sites?
Isango! aims to bring you the richest collection of experience-led products from around the world. Our dedicated focus on activities, tours and excursions, makes not only our product offering unique, but also provides a consultative experience in helping you plan your holiday activities and choose from a vast range of such activities.
3. What's the benefit of booking destination activities and excursions prior to departure?
There are several very good reasons why you should book these trips and activities in advance. If there's one, it is - so that you can make the most of your trips. For the more curious ones in you, our favorite picks are:
|
| |
 |
Don't miss out: You would, perhaps, not visit your destination very soon in near future. Make sure you don't miss out on anything worthwhile.
Avoid disappointment: Popular tours are popular for a reason and they sell out well in advance. |
|
Have a holiday while on one: Don't turn it into a stressful planning and negotiation exercise |
|
Because sign language does not always work! : Getting the best advice and organizing your tours and activities at the destination is not always easy...especially when your language skills are limited to the 'quick tips' section of the guide books! |
|
Though it is for you to decide, but we feel it is perhaps more convenient for you - just send us an email and we do the rest. No frustrating moments trying to navigate a call centre. |
| |
|
|
| |
Sometimes, people prefer booking tours and activities directly at the destinations because they want to:
|
| |
|
Maintain flexibility: Well, if this is one reason keeping you from hitting the 'buy now' button, fear not - we have taken care of it. Please see our Cancellation Policy. |
|
Get the best prices: Another one of the top reasons for you not to book? We provide you the Isango Price Guarantee on all products that you buy from us. |
|
Get adequate protection for your booking: We are adequately bonded for the relevant business providing you the financial protection otherwise not available to you - your money is safe with us should anything go wrong and your booking is not fulfilled With Isango!, you have the best of both (or all) the worlds. Do your research, pre-book your tours and activities and enjoy your vacation |
| |
|
|
| |
4. Do we pay a lower price while booking online through Isango!?
Isango! sources products directly from local suppliers in a destination, and does not have several intermediaries unlike traditional tour operators and agents. This makes us much cheaper than other travel agents and tour operators and allows us to provide you with a 'low price guarantee' that ensures that you always end up paying the lowest price on the web for a particular travel product. If you are able to find the same product at a lower price on another website, we will refund twice the difference to you.
5. What is the contact address for Isango!?
Isango's registered office is at 57-61 Mortimer Street, London, UK - W1W 8H.
6. Who are the key partners / affiliates for Isango!?
We source our products through destination management companies (DMCs) for the countries that we cover. These DMCs are our main partners on the supply side. On the demand side, we partner with a variety of online and offline players in the travel industry where our products are complementary to the services they provide.
7. How can we partner with Isango!?
We would be pleased to hear from you and explore partnership opportunities. Please write in to affiliates@isango.com and someone from our Alliances team will get in touch with you shortly.
8. Can travel agents book activities and excursions through Isango!?
Yes, travel agents can book on behalf of customers. Our trade solution for agents will be launched in the near future.
9. How will my personal information be protected? What's Isango!'s privacy policy?
Isango! understands and respects the importance of your privacy and visitors to our website can be assured that the protection of privacy is given the highest possible priority. All personal information that we collect is used and held to comply in every way possible with the Data Protection Act 1998. Isango! only obtains personal information from you if we ask for it and you provide it to us. For details of this privacy policy please click here.
10. What are the terms of use of the Isango! website?
Please refer our 'Terms of Use'
11. What are the terms of booking with Isango!?
Please refer our 'Booking Terms & Conditions'.
TOP
Products & Destinations
1. Which destinations does Isango! cover?
Currently, we cover Australia, New Zealand, Latin America and the South Pacific Islands. Soon we will be adding other destinations. Africa, Caribbean, Far East and Indian Sub-Continent will be rolled out this year, Europe and North America, in 2007.
2. What kind of products does Isango! offer?
Isango! is all about exciting experiences. Our products will include activities, tours, excursions, and some resort experiences, from all over the world. These range from half a day activities such as a helicopter ride over a glacier, to extended tours of 5-7 days covering a region or country.
3. Why can't I book flight tickets on Isango!?
We believe there are a number of websites out there offering great deals and great service on flight bookings. At the same time there is a lot we find missing when it comes to activities and excursions at the destination. Providing a good online service in this area requires a dedicated focus which we did not want to compromise.
4. How do I find out about special offers?
Please subscribe to our newsletter and stay tuned for special offers
5. How do I access Customer Service at Isango!?
Isango! Provides 24/7 live chat support where you can chat with our travel specialists in order to plan/book/consult for your vacation. Isango! Also offers comprehensive email based support. You can mail in your queries / complaints to us at support@isango.com. Our customer care team will revert to you within 1 working day.
6. Why doesn't Isango! provide over the phone help (toll free #) ?
Let's face it - setting up call centre is expensive! Besides, it is not necessarily effective. We can set it up, have it thinly staffed to justify costs and have you frustrated by holding on forever...either to be asked to call later due to 'high demand' or end up with someone not able to help you to your satisfaction. We all have been there!
Having a web chat / email support means that we can:
|
| |
|
Reach the destination expert in the team or in our suppliers who are spread around the world, and come back to you with researched, effective answers. This might not be possible at all times on phone. |
|
We don't add up our costs and pass on to you, the customer. No service fee or funny surcharges at Isango! We'd rather keep our costs low and provide you with the best prices. |
|
Many answers do contain information like reference numbers, addresses, pick-up details etc. where written communication provides you with easy future reference. |
|
Though it is for you to decide, but we feel it is perhaps more convenient for you – just send us an email and we do the rest. No frustrating moments trying to navigate a call centre. |
| |
|
|
| |
7. Can I get dropped off after my tour to my hotel or in the city?
This depends on the travel service provider and will need to be asked directly to them on the day of the tour. Most travel service providers can drop you to a major hotel or city location, depending on their schedule on the day. You will need to check directly with them at the destination, prior to or on the day of travel.
8. What languages are available for this tour?
The majority of the tours and services provided by Isango! are available in English only. If another language is available, this will be mentioned in the inclusions section on the brochure page.
9. Can you send me a brochure?
Our activity pages are electronic and are only displayed on the web. You should find all the information you need about your desired travel product on these brochure pages. If there are other details you would like to know that are not specified anywhere on these pages, please contact the Isango! Customer Service team via email.
10. Can you tell me what hotels are close to the departure point?
If you require information about services outside of what is provided for by Isango! (such as hotel accommodation near the departure point for a tour), we advise that you contact your local licensed travel agent, or the local tourist bureau for that destination. Tourist bureaus more often than not have a website and this can be found by entering keywords into your computer browser and searching.
11. I'd like a customized tour for myself and/or my group?
Isango! offers a wide range of individual tours, events and attractions, however cannot arrange customized tours. If you require something a little different to what's available online in our product range, please see your local licensed travel agent, or contact the travel bureau in the destination you are going to.
12. Does this tour pick up from the airport?
Most day tours and sightseeing tours do not offer airport pick ups. If a tour does offer airport pick ups, this information will be listed on the activity page under the heading Inclusions.
13. Can you give me directions or maps from one place to another?
Isango! is able to assist you with any questions specifically relating to our products. We cannot answer your general travel questions. We do recommend you contact the local tourist or convention bureau, or an online provider of map information such as map quest.
14. Do I require any sort of photo identification?
Yes, the tour operator who is providing the service requires valid photo ID such as a passport, driver's license or any other form of identification displaying a current photo of the lead traveler in the booking. This is required to protect your purchase.
TOP
Payment Options
1. What payment options does Isango! have?
Currently we accept payments using Master and VISA credit cards only.
2. How do I know that my credit card information is safe on your site?
Isango! is a Veri Sign Secure Site. Any information you enter when transacting over Isango! is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional information disclosure to third parties. You will notice that when you move from the passenger information page to the payment page, the URL changes from http:// to https://. This shows that you are now on a secure channel.
3. What Is the Card Verification Number (CVV) on my credit card?
The Security Code is an important new security feature established by credit card companies in an attempt to further reduce the risk of Internet fraud. This number never appears on sales receipts or billing statements and it is only found on the card itself. The cardholder is required to enter the code number at the time of the transaction to verify that the card is in their possession.
4. Where is the Card Verification Number (CVV) located on my credit card?
Visa/MasterCard: Three-digit code after the last four digits of your credit card number on the back of the card within the signature field
5. Under what name will my purchase be charged on the credit card statement?
Your purchase will be charged under Isango!
6. What currencies can I buy in?
Currently, you can buy in Pound Sterling (GBP), US Dollars (USD), or Euros (EUR). We will support additional currencies going forward.
7. I keep getting a credit card error whilst trying to book, what do I do?
If you are receiving an error, here are some potential reasons why:
|
| |
|
Address entered does not match the billing address stored on record by the issuing credit card company |
|
Information may be missing such as zip code, state, telephone number, etc. |
|
Insufficient funds to cover the transaction being booked |
| |
|
|
| |
Please check the entered details on the booking form and try again. If still unsuccessful, please contact Isango's Customer Service.
8. Is there another way to book than online?
Isango! is a complete online travel company and uses a completely secure and automated booking system, therefore we can only accept bookings made online, using an authorized and valid credit card. Fax, telephone or other booking methods are not accepted.
TOP
Bookings & cancellations
1. How do I know my activity was booked?
You will receive an email on confirmation of your booking with Isango!
2. Do I need to confirm my bookings with the tour operator?
There is no need to confirm your reservation. If you need any information, you can call the operator/supplier whose complete information would be mentioned on your e- Voucher.
3. What is an e-Voucher?
An e-Voucher (electronic Voucher) is a paperless electronic document with a unique confirmation number given to passengers in place of a paper voucher.
4. How will I get my e-Voucher details?
Your e-Voucher details will be sent to the email address you have provided during the booking process.
5. How do I copy and paste my voucher link?
If you are unsure how to copy and paste a website link, here are 5 easy steps to help you
|
| |
|
With your mouse, highlight the ENTIRE web address to be copied |
|
Select the EDIT menu and choose COPY |
|
Go to your web browser and click inside the window where you normally type the Web address you are going to visit |
|
Select the EDIT menu and choose PASTE |
|
Now hit ENTER on your keyboard to take you to the web address |
| |
|
|
| |
6. Can I book this when I get there?
Isango! products can only be booked online. It is recommended you pre book your travel service to avoid disappointment as many of the Isango tours and products are popular, and can be sold out early. If you wish to wait and book at the destination, you will need to contact a local travel service provider once at that destination.
7. When will I get confirmation of my booking?
Many of our products can be booked and confirmed instantly on the website. For these, you get a confirmation voucher, which are effectively a proof of booking as well as a useful reminder of all key facts that you need to know about the booked product(s). The confirmation voucher is shown on the last page of the booking process. You can print this to carry it with you. For your records, this voucher is also sent to you as a link within an email, on completion of the booking. For some of our products, we need to check back with our suppliers before confirming availability. In these cases we will email you the confirmation as soon as it is confirmed, or inform you of non-availability if the product could not be confirmed.
8. Can I cancel booked products? What is Isango's cancellation policy?
|
| |
9. Can I amend an existing booking?
If you have a booking with us that has two or more than two products, then we allow you to cancel specific products within your booking. Unfortunately, we are unable to offer modifications of time / date or of passengers within a product that you've booked. If you must change a booking, we request you to cancel your booking and make a fresh one.
10. Can I transfer my booking to someone else?
Sorry - we do not have the transfer facility of bookings at this point of time.
11. What happens if there is a rate revision between my time of booking and the start date of the tour?
Managing such revisions would be Isango's responsibility. You would not be required to pay any extra.
12. What is my proof of purchase?
We use e-vouchers as proof of purchase. For every confirmed booking you will be required to print a voucher for presentation at the destination. You will also receive a link to your voucher via email once your booking is confirmed.
13. How soon will I get my "On-request" booking confirmed?
For all your bookings that are "On request", you will be receiving a confirmation (or non-availability) within 2 business days. A confirmation mail would be sent to your email account with a link to the confirmation voucher page.
14. What does the price guarantee mean and how is Isango! able to guarantee the lowest prices?
At Isango!, we are committed to you with the best value at all times and never knowingly charge you more for anything you buy from us. We work very hard to achieve this - our eagles keep a constant eye on the competition for prices, and guarantee you that we will always provide you the best prices.
We are not infallible though, and in cases where you find the same product cheaper anywhere else within 3 days of booking with us, we will refund you twice the difference.
This is how the process works:
• All you need to do is - send us the proof of the lower price by email to pricewatch@isango.com or post it to Isango! Limited, Price Watch Dept, 57-61 Mortimer Street, London, UK - W1W 8H
• We may call upon the supplier who did beat our price to verify the details of their lower prices. We reserve the right to do so.
• The refund, of course, would be made on the same credit/debit card which was used at the time of original booking
|
| |
|
All you need to do is - send us the proof of the lower price by email to pricewatch@isango.com or post it to Isango! Limited, Price Watch Dept, 57-61 Mortimer Street, London, UK - W1W 8H |
|
We may call upon the supplier who did beat our price to verify the details of their lower prices. We reserve the right to do so. |
|
The refund, of course, would be made on the same credit/debit card which was used at the time of original booking |
| |
|
|
| |
Basically, this is a long way to tell you that when it comes to getting the best prices, you are in safe hands. Relax, and enjoy your shopping.
15. Can I book over the telephone?
Isango! is a complete online booking service therefore does not offer a reservation service via the telephone.
However, we offer 24 hour, 7 days a week customer service via web chat and email to support your booking queries. Isango! Customer Service guarantees turnaround within 24 hours, and most requests are answered within 4-8 hours.
16. Can I book Air / hotels / car rental through you?
Isango! does not offer bookings for air, cars or hotels. We specialize in tours, excursions, attractions and events. For other travel information, or for help in planning an all-inclusive vacation, we recommend you contact an online travel site directly or your local licensed travel agent.
17. Where can I get Travel Insurance?
Isango! does not offer Travel Insurance. You should seek the advice your local licensed Travel Agent or Insurance Company for a quotation. Isango! strongly recommends the purchase of Travel Insurance.
18. I don't have a printer to print the voucher, what do I do?
You can forward the email containing your voucher link to another email address, where that computer has access to a printer (e.g. work email address). If you do not have this alternative available to you, please contact Isango! Customer Service. It is essential that you travel with a printout of your voucher, which is unique to your booking and is your proof of purchase. The voucher must be presented together with valid photo ID upon commencement of your selected tour, and you may not be permitted to join the tour without the voucher. There may also be separate instructions on your voucher, under the Important Notes field, which you will need to read in advance of your tour.
19. Is there any parking near the departure point?
If you are driving to your departure point, Isango! cannot guarantee there is available free parking. When you have a confirmed booking, there are direct numbers listed for the travel service provider on your e- voucher. You can call these numbers and they will be happy to help you with your specific questions about parking in the area.
TOP
Trouble Shooting
1. Do my browser's privacy settings affect my Isango.com experience?
Isango! works with most levels of your browser's privacy settings, so your experience will not change.
2. Can I book on Isango! if I'm using Mac OS X?
We love Apple and we love the Mac, so someone would get shot if Isango! didn't support the Mac OS.
3. Some of the stuff I'm seeing looks a little bit old?
We do our best to serve you hot, fresh content. If you still see things that seem dated, try clearing your browser cache.
4. The Speed Of The Website Is Slow?
Please check your connection with your Internet Service Provider.
5. What do I do if my booking is not completed?
We are sorry for this unlikely inconvenience. Please try again. If your booking process fails during a payment process, we will notify you if any erroneous charges have been incurred.
6. Does this site use cookies?
To make us more responsive to the needs and interests of our visitors, we use cookies. These cookies help us tailor our site to your needs, and deliver a more personalized service.
7. I have not received a reply to my emails?
Some email internet providers can mark general booking emails such as those sent from Isango! as "spam" - please check your spam folder for previous email replies. If you have your spam filter set on the highest ranking, only emails from senders in your address box will go into your inbox. Any other emails (such as replies from internet sites you have booked on) will go into a "spam" folder. These emails can sit in this folder for up to 7 days and then your email system will automatically delete them.
8. How to Copy and Paste the voucher link?
Use 5 easy steps to do this
|
| |
|
With your mouse, highlight the ENTIRE web address as required |
|
Select the EDIT menu and choose COPY |
|
Go to your web browser and click inside the window where you normally type the Web address you are going to visit |
|
Select the EDIT menu and choose PASTE |
|
Now hit ENTER on your keyboard to take you to the web address |
| |
|
|
| |
9. I'm getting errors / blank pages when I am trying to book, what is the problem?
Errors can often occur as pages can be "cached". We recommend you "refresh" or "reload" your pages and try again. If you are still experiencing difficulty, please contact Isango! Customer Service via email with the details, including the site you are in, the exact error message you are receiving as well as the page you are on.
10. I am receiving an error message?
There could be many reasons for this. Please contact the 24/7 Isango! Customer Service via email, with details of the site you are on, the page you were on and the error message you received.
11. It has been 24 hours since I booked and I have not received confirmation?
The confirmation voucher for activities is automatically mailed to you as soon as the credit card transaction is made. Please note that your credit card will not be charged until your booking is confirmed.
For all your bookings that are "On request", you will be receiving a confirmation (or non-availability) within 2 business days. A confirmation mail would be sent to your email account with a link to the confirmation voucher page. The credit card would only be charged in case of confirmed booking.
12. I need to make a correction to the names, titles, ages in the booking and get a new voucher
Unless the correction is of a different lead traveler in a booking, there is no need to reissue vouchers for other corrections. If you have mis spelt a name, not entered a title correctly or mismatched the ages with the travelers, you can send the Isango! Customer Service an email and we will make a note in the booking. Vouchers will not be reissued for these changes.
TOP |
|
