Customer Support

We are dedicated to making our customers happy. If you have any questions or concerns, you’ve come to the right place.

Chat with an agent live through our Open Channel, contact us through the form, send us an email with your questions or consult our Frequently Asked Questions base.

We offer care at destination 24 hours a day, 7 days a week.

Our office hours are:

Monday to Friday
9:00 A.M. – 7:00 P.M. (GMT-3)

Our contact details:

Contact form

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Frequent questions

On this page you will find the most frequently asked questions by our passengers, we have created a list that will help you answer your questions.

If you can’t find the answer to your question, or you prefer to talk to one of our advisors, our online chat, WhatsApp, Instagram and email [email protected] are available at all times, or if you prefer to call us by phone during office hours from Monday to Friday 9:00 a.m. to 7:00 p.m. (GMT-3).

You can make a reservation through our website or by asking one of our agents to send you the quote or confirmation of the reservation.

We do not receive face-to-face reservations or cash payments, payment is made immediately through our website only. If you do it through our agents, you must follow the instructions that will be sent to your email to make the payment, otherwise your reservation may not be confirmed.

Our payment methods are:

WebPay, for payments with credit cards issued in any country.
Redcompra, for payments with debit cards issued in Chile.
PayPal, for payments with credit cards issued in any country.
Mercado Pago, for payments with credit cards issued in any country and only for reservations made at least 72 hours in advance.
Bank transfer in CLP (Chilean pesos), only from Chilean bank accounts and for reservations made at least 48 hours in advance.
Bank deposit in CLP, only for reservations made at least 48 hours in advance. The deposit must be made at any Banco Santander branch in Chile.

You can book on our platform as far in advance as you want, even up to 48 hours before the excursion. You should bear in mind that there are some excursions that are in high demand and usually do not have places available weeks or months in advance.

In some of our programs we allow partial payments to guarantee the reservation and then pay the difference in installments, but everything must be paid before making the trip.

Once you pay in full for the reservation, you will automatically receive in your email the definitive confirmation of your reservation together with the itinerary of the contracted services. There you will find all the information regarding your reservation, addresses, telephone numbers, meeting points, etc.

This email will be sent within 48 hours after payment of transfers, excursions, tours and up to 7 days in the case of programs, depending on the availability of the contracted services, minimum number of passengers, weather conditions, etc. In the case of reservations made less than 48 hours before the service, it will be sent before 12 hours of the service.

Almost all of our reservations are confirmed, however if that happens we will offer you the available alternatives that are closest to the dates or times you have requested, along with the option of total return of the service if you do not agree.
It is not necessary to confirm your reservation, in the itinerary that we send you when you finish the purchase, all the information regarding the service, address and schedules appears. In case of any modification in the reservation, the local operator or us will inform you of the changes.
On the day of your reservation you only have to present the reservation voucher that we have sent to your email, you can present it printed or on your mobile.

If for any reason you need to reschedule or modify your reservation, you must write to us by mail at [email protected] to make the request, no other means is valid to carry out this management.

The possibility of canceling free of charge will always be subject to the cancellation policies of the service, however if you wish to reschedule it will be subject to the availability of the requested dates and the service rescheduling policies.

In case of adverse weather conditions (natural disasters, accidents on the road, demonstrations, unplanned closure of parks and/or technical failures of means of transport, among others), the local operator may suspend the activity in advance or even if the activity has already started. In the event of any event of this nature, the conditions of rescheduling or cancellation at no cost are subject exclusively to the local operator’s own policies, who will inform in due course.
Most excursions include hotel pick-up, but some do not include this service. However, in the details of each service it indicates whether it is included or not. In this case there is usually a meeting point duly indicated on the excursion or when you make the reservation it is described in the details of the reservation itinerary.
Yes, our website has an SSL (Secure Sockets Layer) certificate, which guarantees that the payment information is encrypted and protected against fraud, only the issuing entity of your card has access to your card data.
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