Six commitments
The promise, in full
An itinerary that can actually be done
We plan against real road distances and driving hours, real train and flight timings, and the actual opening or darshan hours of each site. If a day is tight, we say so in writing before you book rather than letting you discover it on the road.
Pricing with nothing hidden
Your quote lists what is included and, just as clearly, what is not. Monument tickets, camera fees, guide charges, toll and parking, and meals are each stated. We do not add a surcharge after confirmation unless a government levy or tax changes, and then we show you the notification.
Stays we would send our own family to
Hotels, homestays and houseboats come from properties our team knows. You are told the honest character of a stay, including where it is basic, which on pilgrimage and hill routes it sometimes has to be. If a confirmed property becomes unavailable, we move you to an equal or better one at our cost.
Transport that is legal, insured and fit
Every vehicle is a commercial vehicle with a valid permit for the states on your route, comprehensively insured and cleaned before handover. Drivers hold a valid commercial licence, know the route and follow agreed pickup times. No private vehicles are used on our operations.
A named person, not a call queue
You are given one coordinator who knows your itinerary, plus direct numbers for the ground team in each city. During your journey you always have someone to reach who already has your file open.
When something goes wrong, we re-plan
Trains run late, roads close, weather shuts a pass and temples change their timings. Our job on those days is to rebuild the plan for you, arrange the alternative and tell you what it changes. That work is included, not billed as an extra.
Vehicle standards
What we check on every vehicle
Road transport is where most Indian tours succeed or fail, so we hold it to a written standard. Before a vehicle is put on one of our itineraries we confirm:
- A valid commercial permit for every state on your route
- Comprehensive insurance in force for the travel dates
- A fitness certificate and roadworthy condition
- A driver holding a valid commercial driving licence
- Working air conditioning, checked before handover
- Interior cleaned and free of smoke or strong odour
- Seat belts available and functioning for all passengers
- Agreed pickup times honoured, with the driver briefed on your route
Drivers on our tours are chosen for road knowledge and conduct, not only for language. Where your group needs a driver or guide comfortable in a particular language, tell us at the time of booking and we will confirm in writing whether we can arrange it for your route.
If we fall short
How to raise a problem, and what happens next
1.While you are travelling
Call your coordinator first. Anything that affects the day you are living, a vehicle that has not arrived, a room that is not as described, a site closure, is meant to be fixed the same day. That is what the coordinator is there for.
2.Put it in writing
Email info@waytoindia.com with your booking reference and what went wrong. Written complaints are logged against your booking file so they cannot quietly disappear.
3.Our response times
We acknowledge every written complaint within 2 working days. We give you a substantive response, including what we found and what we are doing about it, within 10 working days. If a third party such as a hotel or airline has to be involved and that takes longer, we tell you where it stands rather than going quiet.
4.Where we accept liability
Where a shortfall was ours, a service we promised and did not deliver, we correct it or refund the value of that service under the terms set out in our Terms and Conditions. We do not accept liability for events outside our control, and we do not pretend otherwise in our marketing.