FAQs Archive - Sumatra Ecotravel

Q: From Medan to Bukit Lawang? What’s the latest we should arrive in the jungle on the day before our trek will start? What is your Sumatra travel advice?

We really recommend arriving in Bukit Lawang no later than 18:00 pm! Between 16:00 pm and 19:00 pm there will be a meeting with your guide team in our EcoTravel Cottages where you will receive important information and an introduction to your trek starting the following morning. During our special "Meet & Relax Happy Hour" you will meet other EcoTravel guests and our team will answer all your questions. This social gathering, a nice warm up for the next day, is not to be missed! If direct airport transfer is required please note that your flight should arrive at Medan airport before 15:00 pm. Just remember that the transfer from Medan Airport to Bukit Lawang takes about 4 hours, so the later you arrive, the later you will arrive in Bukit Lawang. On arrival you will need to walk from the taxi stop to the EcoTravel Cottages for about 20 minutes - and if your jungle trek starts the next day you will need to get up early. If you arrive late you may also have problems with dinner, as most restaurants in Bukit Lawang close at 21:00 pm. However, if there is no other option than arriving late at Kuala Namu Airport in Medan, we would actually advise you to simply arrive a day earlier - and why not stay in an airport hotel before you start your jungle adventure? Our transfer service could arrange a relaxed pick up service from your hotel in Medan the next morning - and you could profit from another half day the jungle of Sumatra. Relax, swim, join an additional half day tour or simply discover this beautiful jungle village on your own. This is our very own Sumatra travel guide for EcoTravel guests - to help you all having an unforgettable time in the Sumatran jungle!

Q: Your website lists fixed starting dates for your packages. We arrive in Medan one day earlier, could we shift the start of our tour?

To keep up our good service we run all our tours and jungle treks in Bukit Lawang on fixed days suiting our well selected Sumatra touring packages . Arrival/departure in Bukit Lawang is usually on Fridays/Saturdays/Mondays. Some Sumatra tours also start on Tuesdays or Thursdays . However, we can tailor each package to match your specific requirements! It is possible to add some nights before or after a package. You are also welcome to skip, change or add some tours in Bukit Lawang and/or extend your stay with our partners on Lake Toba, in Medan or on Pulau Weh. We will do our best to suit your needs - subject to availability! And if all this still doesn’t match your travel plans, why not join our jungle trekking tours only and book accommodation and transport individually somewhere else? Unfortunately, for organisational reasons, our jungle treks cannot be booked separately in advance, as we only offer our trekking packages. We apologize for this inconvenience. Nevertheless, “walk-in” guests are always welcome at our EcoTravel Cottages/The Hangout in Bukit Lawang to check on last-minute availability! Just come to our office 1 to 2 days in advance, especially in the low season we usually have places available on our tours.

Q: Could you also book our flights?

No, we’re sorry but we don’t book flights but on our website we recommend airlines and flight search engines (cheap tickets, skyscanner). Actually Lion Air cannot be booked online. But there is a website a few EcoTravel guests recommend this to book flights (nusatrip.com), just try it! However, we are happy to provide Sumatra travel advice and organize sustainable tours, jungle treks and accommodation in Northern Sumatra.

Q: Which deposit do we have to pay? And what is your cancellation policy regarding COVID-19 and future travel warnings?

The deposit to secure your booking depends on the total amount, the type of tour and the rooms required but starts at a minimum of 20% of the total price. If you cancel your Sumatra tour within 90 days prior to arrival there will be a cancellation fee of 20% of the total price. If you cancel later we will keep the total deposit ranging from 20 - 50%, depending on your individual booking. However, if you have problems getting to Sumatra on your scheduled date because of COVID-19, our standard terms and conditions do not apply. Being a small family business, a refund is difficult for us as we are still sustaining a lot of locals by employing them and by using their services as suppliers. However, none of your money will be lost: we would ask you to use your deposit for postponed bookings up to two years later. This is how we will act in any future pandemic including official travel warnings.

Q: Is it possible to pay the total in advance?

To secure your booking we usually require a 20% - 50% deposit depending on your chosen package. Please pay the deposit stated in your booking confirmation because the payment methods through Paypal, via Wise or by bank transfer will restrict your and our costs to a minimum. Unfortunately it is not possible to make an advance payment for the full package price in Euros through Paypal. Your total package price would also have to be increased because of additional fees and exchange rates. But if required we can offer you to pay the total package price in IDR via Wise to our Indonesian bank account. Package prices are exchanged from Euro to IDR on the day of the booking. Any changes to the rate between booking and arrival are not taken into consideration.

Q: What about the final payment? How will it have to be made?

The remaining payment is due after your arrival in Bukit Lawang. Your driver will pick you up at the airport in Medan. He will wait outside the exit bearing a sign with your name on it and bring you to Bukit Lawang. One of our team members will meet you at your guest house. After check in there will be an informal meeting to discuss details of your tour and to do the final payment. Please pay in Indonesian Rupiah and please be kindly informed that it is not possible to start your tours without advance payment in cash. As an exclusive service to our guests we also change Euros and offer credit card payment (3% charge) in our EcoTravel office in Bukit Lawang, if required. Your remaining payment is based on the exchange rate of your day of booking. Any changes to the rate between booking and arrival are not taken into consideration.