Help CenterPlease take the time to calibrate your expectations of LTTS while you are on the trail. It is important that you understand the limitations of what we can do and what we can't and what to expect if you do request additional support while on the trail.
Sadly some customers expect to use our services beyond what was booked and paid for, believing that a single booking with LTTS is an open pass to request any additional services for free while on the trail at any time. Unfortunately, it is not. Avoid a lot of disappointment by considering the key points below.
Please remember that we are recovering from two brutal years of crushing business conditions. We are not trail angels ( as much as we would love to be at times), we are a business and we are only humans just like you. Please be courteous and understanding. We will always do our best to help.
Please calibrate your expectations with the following points:
- Expect that our services will be delivered as promised.
- Expect that we will go above and beyond whenever we can feasibly do so within our means.
- If you need extra support beyond what you booked, it will often cost extra, no matter how small or big the request will be. It may take time to organise, so don't expect immediate responses.
- If you (or one of your group) need additional transfers on top of what you have already booked, including any additional early or later pickups on the trail ( because of injuries, quitting or other reasons), it will be the cost of a new transfer. If you don't use the transfer you originally booked and paid for, you void that transfer and its cost. We can't recover the costs of any transfers you don't use in such a short space of time, so all fees paid won't be refunded as per the T&Cs you agreed to when you booked.
- If you booked a transfer for a specific date and time, that is exactly when we will be there. We’re like an airline, not a town bus.
- If you (or one of your group) quit your trek, and had gear retrievals, they won't be collected straight away, even if you are flying out the next day. When you quit, you basically walk away from all your trek commitments. If you finished early and you leave town before we retrieve the gear, we can post it to you at an additional cost.
- Unless a service you booked is specifically confirmed and approved by LTTS in writing (or SMS), including any changes you requested while on the trail, do not assume otherwise. We will strictly stick to what you booked and we confirmed in writing.
- We are not on call 24/7 while you are on trek. If you need extra assistance outside normal business hours, it will be at an extra and, more expensive cost billed and paid upfront - if you can get in touch.
- Please do not expect an immediate response when you message us. We often can’t provide immediate responses by phone, email or SMS. Expect delays in replies.
- If you need a medivac or need to pulled off the trail for medical reasons, you should expect to pay for all associated fees, which may include a helicopter, paramedic costs or extra fees associated with emergency call-outs which could starting at $1,500 an hour, and much more if it involves a helicopter. Consider taking out insurance before your trek.
And finally, expect that we will deliver our services to our very best ability. We will treat you as a valued customer, because you genuinely are, and we are sincerely looking forward to being part of your Larapinta Trail experience.
We love the work we do and really enjoy spending time with you during the transfers or whenever we see you out here.