Estimated Travel Time Policy

Travel times are estimates that we add buffers to depending on the distance. We do not guarantee arrival times, but we always strive for the fastest possible route when planning. If we sense there will be difficult weather forecasts, we are committed to adjusting as needed and informing passengers of such an adjustment. In the event of troublesome weather, road conditions, blockages, significant changes (like the organizer moving up the start time of the event or pre-event activities), or bottleneck traffic entering the premises of the event (which historically can cause up to an hour delay depending on the volume of vehicles entering at the same time), TwoTeenTours will exercise the authority to adjust dispatch times as needed. Return travel time cannot also be predicted. In the event of a high volume of vehicles, it’s possible to experience standstill traffic upon exiting the premises of the venue.

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Data Privacy and Confidentiality

All staff members of TwoTeenTours (TTTeam) are bound by written contracts that include a non-disclosure and data privacy agreement. These agreements ensure compliance with the Data Privacy Act of 2012, and any actions violating the guidelines for protecting private user information are punishable under Philippine law. TTTeam Members include all admin, front of house, passenger care, terminal managers/officers, on-site directors/managers/officers, fleet directors/staff, coach captains, emergency personnel, volunteer shuttle representatives, volunteer interns, and BITTTECLUB merchants/staff exposed to pre-order lists. Access to Information: All TTTeam members will have access to passenger and fleet information. They are obligated to protect all private passenger information to the best of their ability. All TTTeam members with access to passenger information are required to turn over all hard copies of information, and delete all soft copies after the event. Printed Attendance Sheets: Attendance sheets containing names, signatures, and mobile numbers must be turned over to TwoTeenTours before the return trip out of the event venue. TwoTeenTours will destroy all hard copies after each shuttle tour. These hard copies cannot be repurposed into scratch paper or for any other use. Simply marking off the information is not allowed due to the risk of information still being visible from the pressure of the pen or embossing of printed ink. The hard copies must be destroyed by burning or fine shredding only. Website Data: TwoTeenTours will retain all member information on the website for email marketing purposes to promote shuttle tours and other Tridem Collective projects unless the passenger deletes their own account. TwoTeenTours and Tridem Collective will not give access to third parties to view, download, or copy the member information that has been submitted only to TwoTeenTours. This ensures that all private information is securely handled and utilized solely for the intended purposes. Prohibited Use of Information: All TTTeam Members are strictly prohibited from using the information provided to market their own businesses or services outside of what TwoTeenTours offers. They are prohibited from contacting the passengers if it’s unrelated to the current shuttle tour. Passengers are welcome to file complaints if they feel their privacy is violated or the excessive communication is bothersome and unnecessary. TTTeam Members may only utilize the information for purposes of coordinating with passengers in relation to the shuttle tour and/or related services of TwoTeenTours. By agreeing to these terms, all parties involved commit to maintaining the highest standards of data privacy and confidentiality, ensuring the protection of all personal information entrusted to TwoTeenTours.

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Medical Emergencies

At TwoTeenTours, we prioritize the well-being of our passengers. Passengers with health or medical conditions requiring extra care must submit medical waivers. By not submitting a waiver, passengers declare they are physically fit and capable of undertaking an extended van or bus ride to the event venue. We expect all passengers to be mindful of their health needs and bring necessary maintenance and emergency items, including medication. While TwoTeenTours provides basic first aid supplies, advanced medical support and emergency marshals will be available at the event venue courtesy of the official event organizer. Please note, there is no nearby hospital, clinic, pharmacy, or convenience store. We urge all passengers to come prepared and inform TwoTeenTours immediately if additional support is needed. Although we are not liable for personal emergencies, our TTTeam is always ready to assist you in finding the necessary resources for unforeseen situations. Your safety and comfort are our priorities, and we appreciate your understanding and cooperation.

Theft or On-Site Scams 

Due to the open access of the Philippine Arena and Philippine Sports Stadium areas, TwoTeenTours urges all passengers to remain vigilant given recent reports of thefts or scams. While event organizers are supported by experienced authorities such as the Philippine National Police, Fire Marshals, and additional security personnel, the public nature of these events can still attract unwanted attention. To enhance your safety, we kindly ask that you refrain from leaving personal belongings of value inside the shuttles. The parking areas are open, unshaded, unguarded, and accessible at all times. We recommend traveling in groups and avoiding carrying high-value items during events. In the unfortunate event of a theft, please report the incident to any uniformed authorities on the premises. TwoTeenTours is more than happy to assist you in locating them if needed.

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Air-Conditioning Problems

In the event of an air-conditioning problem, the Fleet of TwoTeenTours will seek one of the following resolutions: (1) Call an on-site technician or go to a nearby service area to resolve issues, (2) Have additional freon delivered to the site to strengthen the air-conditioning, and/or (3) Send over a replacement, rescue vehicle with functioning air-conditioning. Please be advised that the weather conditions of the day may also affect the cooling capacity of the vehicle. We have to heed the professional advice of technicians as well to ensure we do not overwork the unit’s system which may later cause mechanical problems that might interfere with the safe journey on the road. We can’t just keep turning the a/c up when the weather gets hot. We require all members of our Fleet to check their vehicle’s conditions the day before the event at the risk that they will be responsible for the resolution if their vehicle fails to meet our requirements. Based on our experience, heat indexes of 32 degrees celsius or more can begin to affect even the healthiest of our vehicle models. When it comes to the heat index, the higher it is, the harder our vehicles have to work to provide the additional hour of air-conditioning at the parking lot which does not provide shade. As much as possible we will not revoke the additional one (1) hour of air-conditioning perk, but in extreme cases, our team will exercise caution and diligence in making the necessary calls that will allow us to fulfill our primary obligation of a safe round trip journey by ensuring your vehicle is in good enough condition to take you home after the concert. In rare, urgent cases, we might have to suspend the freebie of additional 1-hour air-conditioning to spare the vehicle engine from stress. The air-conditioning, although an inclusion of significance that is designed to provide you with a comfortable stay at the on-site venue, is only secondary to our highest priority–a safe trip. TwoTeenTours therefore reserves the right to make a the call to suspend use of the 1-hour without issuing refunds for the unavailability of this added benefit in the event of extreme weather conditions.

Mid-Journey Disruptions

At TwoTeenTours, we prioritize the safety and reliability of our services. Our entire fleet undergoes routine maintenance and thorough check-ups the day before each shuttle tour. We also ensure that all vehicles are updated with the necessary paperwork to operate as private shuttles. In the rare event of a mechanical issue during your trip, our fleet is ready to provide immediate assistance and support to ensure your journey is completed safely and at the soonest possible time depending on the scope or complexity of the problem at-hand. TwoTeenTours does its very best to ensure passengers arrive on-time at the venue of the event. However, the estimations for arrivals that are “safe for soundcheck or vip strapping” are based on the assumption that the trip is smooth without any accidents or out of the ordinary traffic jams that are beyond the control of TwoTeenTours. In the unlikely event of an accident, our Coach Captains are fully prepared to handle the situation with care, following standard operational procedure for whatever situation has occurred. For example, if a motorcycle hits one of our vans, it’s SOP that the van stop, document the accident, and wait for a traffic official to arrive. If the rider flees, the Coach Captain will need to track them down. Delays from these issues are beyond TwoTeenTours’ control and need to be handled with due process and the utmost care. Rest assured, the Coach Captain will use their direct line to the TwoTeenTours Fleet Directors to report the incident and come to a resolution in the interest of adhering to a time-sensitive itinerary. TwoTeenTours Coach Captains are consistently reminded to drive safely and defensively. In the event passengers feel unsafe inside their vehicle due to the manner in which the vehicle is operated and maintained by the Coach Captain, please report it to TwoTeenTours immediately. Please do not hesitate to report things within a timeframe where we still have the chance to resolve the matter. Please trust that our team will always make the safest and most effective decisions regarding any incidents. Your safety is our utmost priority.

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Refund and Cancellation

​Non-Refundable Once Booked as stated on the Main Passenger Policy at the top of this page. Reselling shuttle tickets are allowed. Please see our Anti-Scalping Policy.​ Complaint-Related Refund Requests: The primary, central service provided by TwoTeenTours is the safe, comfortable round-trip shuttle transportation to and from events. Once a passenger has safely completed their journey, the full round-trip fare is considered fully consumed. Other non-essential inclusions, such as complimentary items (e.g., wristbands, boarding passes, shuttle tarps/signages, freebies, tokens), are of nominal value and do not warrant a full or partial refund should they be unsatisfactory or unavailable. Our team strives to provide the best possible experience, but we cannot issue refunds based on the performance of additional, non-essential items.  Refunds brought about by event cancellation: Unavoidable events beyond TwoTeenTours’ control like natural disasters, wars, strikes, or other significant disruptions that prevent TwoTeenTours from fulfilling their contractual obligations as a shuttle service. Refunds requested with documented proof of force majeure events affecting the passengers’ ability to attend the concert or use the service will be required to consider refund requests. Approved refunds will be issued within sixty (60) business days after the event day. Refunds will only be sent through channels that do not incur service charge for transactions. In the event that the channel incurs service charge, the service charge will be shouldered by the passenger / ticket holder. Refunds will only be issued if the event is officially canceled by the event organizer and the cancellation is proven in the publication of announcements on the official social media account/s of the organizer. Refunds will be processed at least forty-five (45) days after the scheduled event date. The release of refunds may take longer depending on the volume of registered passengers for the shuttle tour. Refunds will only be sent through channels that do not incur service charge for transactions. In the event that the channel incurs service charge, the service charge will be shouldered by the passenger / ticket holder. How to Apply for a Refund: Please file an Incident Report through our Incident Report Form. Expiration: If communication with the person requesting a refund goes idle for more than ten (10) business days, meaning the person requesting a refund is non-responsive, the refund request will be cancelled even if it is already approved. Requests may be filed again, but refund requests exceeding five (5) days after the event will no longer be entertained. Approved Refund Process: All refund requests are subject to approval. If your refund request is approved, you can expect the amount to be returned at least thirty (30) business days from the event date. Instant or rushed refunds will not be granted. Approved refunds must be transacted through a channel that does not incur service charge on the part of TwoTeenTours. Should there be service charge, it should be shouldered by the passengers receiving the refund.

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Free or Cheaper Shuttles from the Event Organizer

Once paid, requests for refunds will no longer be honored. TwoTeenTours only waits for event ticketing to finish before selling shuttle tickets, but we cannot wait for the organizers to offer shuttles before offering ours. TwoTeenTours has an extensive process for logistics to provide the shuttles and services in the way that we do. This is why we sell our shuttle services as early as possible. Passengers are free to wait for the event organizer to provide shuttles before booking with us, but in doing so, TwoTeenTours will not hold or delay the shuttle booking timeline already set. Passengers book with TwoTeenTours out of their own free will. In the event that the organizer offers free or cheaper shuttles once passengers have already finalized their booking with TwoTeenTours, it is the passengers’ discretion whether or not to ride with TwoTeenTours, but no refunds, rebates, or compensation will be given to anyone who has already paid. We will allow resale of our shuttle seats, but the Anti-Scalping Policy applies.

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Merging of Shuttles
TwoTeenTours only merges underperforming shuttles. Underperforming shuttles are vehicles that do not hit the minimum seating capacity for a shuttle to operate. The minimum for vans is 9 and for tourist buses, it's 40. If by the end of Phase 2 for any shuttle tour, the vehicle is still underperforming, that is the only time we will consider the vehicle for merging. Merging will always involve informing the concerned passengers about their setup, which dispatch or terminal they will be merged with, and how the route will go. Merged vehicles are, simply put, shuttles with multiple stops. Please bear in mind that TwoTeenTours does its very best to find the most efficient route for the merged shuttles. But these decisions cannot be made until Phase 2 closes. It is not in TwoTeenTours' interest to dissolve a vehicle. We will do as much as we possibly can for all vehicles to push through with booking.

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Waitlist Seat Reservation
Waitlist Seat Reservation is a booking method that we use for terminals, dispatches, and shuttle tours we don't already offer. If you don't see your choice of terminal or shuttle tour, you can fill the Waitlist form. This will allow you to declare which terminals and dispatches you need and wait for others to join. If enough people sign up for the same terminal, dispatch, or shuttle tour, we will create a group chat with the passengers to coordinate details. Waitlisters don't have to pay to waitlist. You will only pay when we make the group chat and confirm that the shuttle is pushing through.