Customer Charter

With experience delivering unforgettable open water swimming holidays around the world since 2003, SwimTrek are the experts and pioneers. Our HQ staff and SwimTrek Guides are committed to making your SwimTrek experience enjoyable, from making the initial plans and booking a trip with us, to during the trip and even after you return home. We are all proud to work for SwimTrek and you will get a sense of the passion we have for swimming and travel from whoever you speak with.

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Our ‘Customer Charter’ below sets out what you can expect from SwimTrek and what we ask of you in return:

Before your trip, we promise...

To offer Flexible Booking Options so you can book with confidence.
To provide a friendly and knowledgeable service from the team.
To answer any questions that you have about your trip within one business day.
That your money is protected More details on ABTOT travel bonding.

During your trip, we promise...

To provide you with the best swimming experience that can be delivered. Working in an open-water environment with the weather and conditions that present themselves, requires a level of flexibility and adaptability.
That we will never compromise on safety. Your SwimTrek Guides, who all have beach lifeguarding qualifications, will ensure you feel safe, whilst optimizing your adventure.
That your guides will share their extensive open water knowledge and experience with you throughout the trip.

At SwimTrek, we are fortunate enough to travel to some of the most beautiful environments on our planet. We are conscious of the fact that the onus is on us to ensure our trips, and our business, run in an environmentally responsible manner, limiting our impact on the ecosystems we visit.

During your trip, we ask you...

To respect the environment and work with us to protect and conserve the ecosystems we visit as Responsible Travellers.
Follow and adhere to the safety procedures that will be highlighted to you by your guides at the start of your trip.
Raise any problems to your SwimTrek guides in the unlikely event that something does go wrong during your trip, to give them a chance to fix the situation while you are still away.