Ubin Bike Trail Adventure

We are extremely alarmed by your statement regarding that a participant had broken her ribs due to a fall. We take these situations very seriously indeed. We are taking that you are providing the feedback on behalf of the said participants, namely your brother and his wife. We would appreciate it if they could contact us directly with so that we can investigate this immediately. We have not had any record of such an injury in all our 15 years running such programmes with almost deploying every other day, but as always, we can never be too careful and have stringent procedures in place to ensure that the safety of our participants remains at the highest priority. Regarding your comment on our bicycles. As you may not be aware, Pulau Ubin is away from the mainland and encompass traditional and cultural village inhabitant days. Please note that we are supporting the remaining incumbent villagers operating a business on Pulau Ubin. Not placing a basis on the faulty bicycles but to mitigate expectations that the bicycles being supplied are not competitive standards but rideable. We are aware that our supplier has retired some old bicycles, refurbished some others and replaced some brand new units. This process is still ongoing and we will expect to see better equipment progressively. Before the programme commences, our SOP dictates that our Adventure Leaders check through the bicycles via a recognised M-check method. These initial checks will qualify the rigidity and ride worthiness of the bicycles along with the brakes and air in the tyres; as basic requirements. We hope you understand that 1. the paths on Pulau Ubin are not perfectly paved and some semi off-road type of riding can be expected in many exploration areas. Although it is not regular for unexpected flat tyres along the way, it is still possible. 2. Chain breaks are highly unexpected occurrence and this episode has proven that it could still happen. We thank you for this feedback and will work with our supplier to minimise such occurrences, however, please pardon us on incidents due to circumstances that we have no control over. We are certain should you return, we would have better bicycles for you to use but we cannot fix the cycling routes. Apart from your reported bad experience with the bicycles and inconvenience, we are grateful that you have found our Adventure Leader proficient. We will extend this compliment to the team. Clients fulfilment is equally important to our team and we continuously seek to ensure we provide a positive takeaway for our clients and fulfilment is achieved. On preliminary investigations with our team, our Adventure Leader checks in with guest before and after the programme if our guests are physically ok. This procedure continues during every programme as we bounce information via interacting with the guest throughout the learning and exploring journey. We recorded that the lady guest did take a tumble and attained some light surface injuries, abrasion to elbows and knees. All our Adventure Leaders are First Aid certified. First Aid was administered on the spot. As far as can be seen and with the assurance of the guest to proceed, the programme continued without further incidents. After the programme, the guest parted cordially without raising any further issues. We appreciate that we cannot get it right all of the time but would hope that when we make a mistake, we really try to rectify it during the programme, to ensure that our guest leaves us feeling happy and fulfilled. Please do contact us directly so that we can make properly address this and make all parties feel better regarding this experience with us.