The single reference for the Tours Team — how to receive, qualify, quote and convert Sikkim & Darjeeling inquiries consistently, with packages, permits, hotels, transport and escalation all in one place.
Oct–Dec bookings are heavy. Confirm North Sikkim vehicle & permit availability before quoting.
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01 · Overview
The region at a glance
Sikkim & Darjeeling is our flagship Eastern-Himalaya circuit — nearly every inquiry combines the two, flying/railing into Bagdogra (IXB) or NJP. Most trips run 6–8 nights across Gangtok, Darjeeling, Pelling and North Sikkim (Lachung/Lachen). Handle with care: permits, weather windows and hill-vehicle availability drive both feasibility and price.
Foreigners: ILP. Restricted areas: PAP via operator.
Standard markup
18–22%
On net land cost. +5% GST on package value.
Key hubs & nights
Gangtok (base for East/North Sikkim)2–3N
Darjeeling (tea, toy train, Tiger Hill)2N
Lachung / North Sikkim (Yumthang)1–2N
Pelling / West Sikkim (optional)1–2N
Arrival / departure
Airport — Bagdogra (IXB)~4 hr to Gangtok
Railhead — New Jalpaiguri (NJP)~4 hr to Gangtok
Bagdogra → Darjeeling~3 hr
Helicopter — IXB ⇄ Gangtok~30 min (subj. wx)
02 · SOP
Inquiry handling — step by step
Every inquiry follows the same seven steps regardless of channel (call, WhatsApp, website form, agent portal). Log everything in the CRM against the lead ID.
📣 Digital marketing enquiryor💬 WhatsApp enquiry→Contact the lead→Update query in CRM→Create query potential
Leads come in through our digital marketing enquiry forms or a direct WhatsApp enquiry. Contact the lead promptly, capture the requirement, update the query in the CRM, and set the query potential (hot / warm / cold) so follow-ups are prioritised correctly.
1
Acknowledge within 30 minutes
Respond on the same channel. Introduce yourself, confirm you've received the request, and set expectations for the detailed quote (within 2–4 working hours).
2
Qualify the lead
Capture the essentials before quoting — travel dates, nationality (drives permits), pax split (adults / children / infants), origin city, budget band, hotel category, and must-see spots (Nathula, Yumthang, Tsomgo, etc.).
3
Check feasibility
Confirm season/weather window, North Sikkim road status, vehicle & hotel availability for the dates, and permit eligibility for the group. Flag any blockers to the customer honestly before building the quote.
4
Build & send the quote
Use the quotation calculator (see §03). Send a clear itinerary + inclusions/exclusions + per-person price. Offer 2 hotel tiers where possible. Always state validity (7 days) and that rates are subject to availability at confirmation.
5
Follow up
Follow up at 24 h and 72 h if no response. Address objections, revise the itinerary, and note the reason in CRM if the lead goes cold.
6
Confirm & collect
On acceptance, collect advance (min 25%, or 50% in peak) + ID/permit documents. Block hotels & vehicle, initiate permits. Share a written confirmation voucher.
7
Hand off to operations
Pass the confirmed file to the ops/on-ground team with permits, rooming list and vehicle plan. Stay the customer's point of contact through travel.
✓ Do
Ask nationality first — it changes everything.
Quote per person, in ₹, taxes shown separately.
State inclusions AND exclusions explicitly.
Log every touchpoint in the CRM.
✕ Don't
Promise Nathula/North Sikkim without checking road & permit status.
Quote below the floor markup without Business Head approval.
03 · Quotation
How to build a quote
Price bottom-up from net costs, apply markup, add GST, then divide by paying pax. Never share net/supplier rates with the customer.
The formula
Hotels+Transport+Permits+Activities=Net cost
Net cost× 1.18–1.22 markup+ 5% GST÷ paying pax =Per-person price
Markup floors
B2C direct18–22%
Agent (B2B) net8–12%
Corporate / group 10+12–15%
Absolute floor (needs Business Head OK)7%
Child & extra policy
Infant (0–2, no bed)Complimentary
Child (3–5, no bed)~50%
Child (6–11, extra bed)~75%
Extra adult (triple)Per hotel
Ready-to-send reply templates
💬 WhatsApp — first acknowledgement
Namaste 🙏 This is {AgentName} from TripMaza (Shree Travels).
Thank you for your Sikkim–Darjeeling enquiry! I'll share a tailored itinerary and quote within 2–4 hours.
To personalise it, could you confirm:
• Travel dates & number of nights
• No. of travellers (adults / children with ages)
• Nationality (Indian / foreign — for permits)
• Preferred hotel category (Standard / Deluxe / Premium)
• Any must-visit spots (Nathula, Yumthang, Tsomgo Lake…)
✉️ Quote summary — closing lines
Package price: ₹{PerPerson}/- per person (min {Pax} pax) + 5% GST.
Inclusions: accommodation on twin-share, daily breakfast & dinner, all transfers & sightseeing by private vehicle, permits, driver & fuel, parking & tolls.
Exclusions: airfare/train, lunches, entry fees & activities, Nathula permit & joint-vehicle charges, anything not listed.
Rates valid 7 days, subject to availability at confirmation. Shall I block the hotels for your dates?
04 · Packages
Standard packages & itineraries
Start from these templates and tailor. Prices are indicative per-person on twin-share, Standard (3★) category, off-peak — always re-cost live before quoting.
Day 1 — Arrive Bagdogra/NJP → Gangtok, transfer & rest.
Day 2 — Tsomgo Lake & Baba Mandir (permit); evening MG Marg.
Day 3 — Gangtok local sightseeing (7 points).
Day 4 — Gangtok → Darjeeling; Rock Garden en route.
Day 5 — Tiger Hill sunrise, Batasia Loop, tea garden, monastery.
Day 6 — Darjeeling local / toy train (Joy Ride).
Day 7 — Depart to Bagdogra/NJP.
Best for: first-timers, families, value seekers.
North Sikkim Explorer7N/8D · +Lachung · Yumthang · Zero Pointfrom₹24,900
Day 1–3 — As Classic: Gangtok + Tsomgo + local.
Day 4 — Gangtok → Lachung (North Sikkim permit; long hill drive).
Day 5 — Yumthang Valley & Zero Point (seasonal) → back to Lachung → Gangtok.
Day 6 — Gangtok → Darjeeling.
Day 7 — Tiger Hill sunrise + Darjeeling sightseeing.
Day 8 — Depart.
⚠ Note: North Sikkim needs a registered operator, sturdy vehicle (Bolero/Sumo) & group permit. Zero Point subject to snow/road. Foreigners restricted — verify before quoting.
West Sikkim & Pelling5N/6D · Pelling · Ravangla · Namchifrom₹16,900
Day 1 — Arrive → Pelling.
Day 2 — Kanchenjunga views, Pemayangtse, Rimbi, Khecheopalri.
Classic routing on Deluxe/Premium (4★) hotels with a candlelight dinner, room decoration, welcome drink and a private cab throughout. Add Lachung for a snow experience.
Upsell: helicopter Bagdogra⇄Gangtok, cable car, tea-estate lunch, professional photo add-on.
Every package includes by default: accommodation on twin-share, breakfast + dinner (MAP), all transfers & sightseeing by private vehicle, driver allowance, fuel, parking & tolls, and standard area permits. Excludes airfare/train, lunch, entry & activity fees, Nathula & joint-vehicle charges, and personal expenses.
05 · Hotels
Hotel guidelines
Quote three tiers. Confirm live availability & net rates from the ops sheet before pricing — hill hotels move fast in peak. All rates MAP (breakfast + dinner), twin-share.
Location
Standard 3★
Deluxe 3★+
Premium 4★
Gangtok
₹2,800–3,500
₹4,000–5,500
₹7,000+
Darjeeling
₹3,000–3,800
₹4,500–6,000
₹8,000+
Pelling
₹2,500–3,200
₹3,800–5,000
₹6,500+
Lachung / Lachen
₹3,000–4,000
Homestay+
Limited
Indicative per-room-night, MAP. North Sikkim (Lachung/Lachen) is largely homestay/basic — set expectations accordingly.
Booking rules
Confirm room type & meal plan in writing.
Standard check-in 12:00, check-out 11:00.
Max 3 adults or 2 adults + 1 child per room (extra bed).
Get written hold before confirming to customer.
Set expectations on
Hill hotels = compact rooms, limited lifts.
North Sikkim: basic amenities, patchy hot water/heating.
Power cuts possible; carry essentials.
Star ratings are indicative, not official.
06 · Transport
Transport guidelines
Match the number of vehicles to group size, and the vehicle type to terrain. North Sikkim & Tsomgo require robust hill vehicles and, often, a mandatory separate joint-vehicle from the local pool.
Group size
Vehicles
Vehicle type
2–3 Pax
1
Dzire / WagonR / similar
4–7 Pax
1
Innova / Xylo / Scorpio / similar
8–14 Pax
3
Innova / Xylo / Scorpio / similar
14–20 Pax
4
Innova / Xylo / Scorpio / similar
20–25 Pax
4
Innova / Xylo / Scorpio / similar
25–30 Pax
5
Innova / Xylo / Scorpio / similar
Standard allocation. Sedans (Dzire/WagonR) suit low-altitude city routes; use Innova/Xylo/Scorpio and larger fleets for hill routes and bigger groups. Tempo Travellers are not permitted on North Sikkim / Tsomgo routes.
Joint / local vehicle rule
For Tsomgo, Nathula & North Sikkim, the local taxi union often mandates a fresh local vehicle from the pool — the customer's tour car cannot enter. Add this as a separate line item and set the expectation upfront.
Good practice
Assign experienced hill drivers for North Sikkim.
Buffer time for landslides & checkposts.
Confirm vehicle a day before travel.
Share driver name & number with the guest.
07 · Permits · critical
Permit details
Sikkim is a protected/restricted-area state. Get permits right — they decide whether a trip is even possible, and foreign nationals face far tighter rules. Always ask nationality at qualification.
Indian nationals
No ILP needed to enter Sikkim.
PAP/Protected-Area Permit for Tsomgo, Nathula, Baba Mandir, North Sikkim — arranged by our registered operator.
Nathula: extra permit, closed Mon & Tue, ~1 day lead, weather-dependent.
Carry original + copies of govt photo ID; 2 passport photos handy.
Foreign nationals
ILP (Inner Line Permit) mandatory to enter Sikkim — via registered operator/airport/checkpost.
Must travel in a group of 2+ through a registered agency.
Nathula & Gurudongmar: not permitted.
North Sikkim (Yumthang etc.): special permit, restricted — verify current rules case-by-case.
Passport + visa + multiple photos required.
Area
Permit
Notes
Tsomgo Lake / Baba Mandir
PAP
1-day lead via operator; ID + photos.
Nathula Pass
Special
Indians only; closed Mon & Tue; extra charge.
North Sikkim (Lachung/Yumthang)
Protected
Group permit via registered operator only.
Gurudongmar Lake
Restricted
Indians via operator; foreigners not allowed.
Darjeeling (town & sightseeing)
None
Singalila trek needs a separate permit.
Documents to collect at confirmation: govt photo ID (Aadhaar/Voter/DL) or passport+visa for foreigners, 2 passport-size photos per traveller, and full names/DOB as per ID. Send these to ops at least 48 hours before the permit-required day.
08 · FAQs
Frequently asked (by customers)
Use these standard answers verbatim or lightly adapted. If unsure, escalate rather than guess.
What's the best time to visit Sikkim & Darjeeling?
March–May (spring, rhododendrons) and October–December (clear skies, best Kanchenjunga views) are ideal. December–January adds snow up north. Avoid June–September monsoon — landslides can block roads.
Do we need any permits, and will you arrange them?
Yes — Tsomgo Lake, Nathula and North Sikkim need permits, which we arrange as a registered operator. Just share your ID and photos in advance. Foreign nationals additionally need an ILP and have some area restrictions (e.g. Nathula).
Is North Sikkim / Nathula guaranteed?
No — these are weather- and permit-dependent. Roads to Yumthang/Zero Point and Nathula can close at short notice due to snow, landslides or army orders. We plan buffer days but cannot guarantee access; refunds for closed spots follow the supplier's policy.
How do I reach — is there an airport?
Fly into Bagdogra (IXB) or take a train to New Jalpaiguri (NJP); both are ~4 hours from Gangtok and ~3 hours from Darjeeling by road. A helicopter Bagdogra⇄Gangtok also runs, weather permitting.
What's the advance & cancellation policy?
Typically 25% advance to confirm (50% in peak season), balance before/at arrival. Cancellations follow hotel & transport supplier terms — charges rise closer to travel and peak-date bookings are often non-refundable. Always share the specific policy in writing with the quote.
Is it suitable for elderly travellers or infants?
Gangtok and Darjeeling are comfortable for most. High-altitude spots (Tsomgo ~3,750 m, Nathula ~4,300 m, Gurudongmar ~5,180 m) can cause altitude discomfort — advise a doctor's clearance for elderly, heart/asthma patients and very young children, and keep those legs optional.
09 · Contacts
Escalation & resources
Escalate anything you cannot resolve within SLA, and keep the customer informed while you do. Most escalations go to the Tours Team Lead; payments & refunds go to Accounts. Extra discounts and extreme / exceptional scenarios are decided by the Business Head.
When
Escalate to
Channel
Most escalations — pricing, itinerary, operations, permits
