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Jette P
Excellent customer service, but clear animal welfare issues
Visit Alay的点评
点评：I did the 5-day Song-Kul horse trek in 07/2026. As someone experienced with horses, I noticed several issues regarding animal welfare and handling:
Horses had open wounds on their bellies from saddle belts without padding, bleeding injuries at the tail base from transport, and leg cuts from rough hobbling ropes.
Beginners received no real instruction other than using sticks, reins were kept too tight, and the horses were visibly stressed, which led to bucking during the unloading of luggage. Against my explicit request, I was also pushed to gallop to keep up with the group, despite carrying a camera in my backpack, which led to my camera getting damaged.
When I raised these concerns on day 2, Visit Alay reacted very professionally. They organized transport for me, refunded the remaining days and apologized. They assured me they would enforce better animal health standards in the future.
The office customer service was quick and fair. However, I am posting this so future travelers, particularly with a background in horse care, know what to expect. This experience made me reflect on whether travelers with Western expectations of horse welfare should book these tours at all, as the cultural understanding and treatment of working animals here is fundamentally different and impossible to change.
Regardless, I can still recommend visiting Kyrgyzstan, the country is beautiful and the people are extremely hospitable (I was a solo female traveler), but perhaps rather on foot or by bike.
Horses had open wounds on their bellies from saddle belts without padding, bleeding injuries at the tail base from transport, and leg cuts from rough hobbling ropes.
Beginners received no real instruction other than using sticks, reins were kept too tight, and the horses were visibly stressed, which led to bucking during the unloading of luggage. Against my explicit request, I was also pushed to gallop to keep up with the group, despite carrying a camera in my backpack, which led to my camera getting damaged.
When I raised these concerns on day 2, Visit Alay reacted very professionally. They organized transport for me, refunded the remaining days and apologized. They assured me they would enforce better animal health standards in the future.
The office customer service was quick and fair. However, I am posting this so future travelers, particularly with a background in horse care, know what to expect. This experience made me reflect on whether travelers with Western expectations of horse welfare should book these tours at all, as the cultural understanding and treatment of working animals here is fundamentally different and impossible to change.
Regardless, I can still recommend visiting Kyrgyzstan, the country is beautiful and the people are extremely hospitable (I was a solo female traveler), but perhaps rather on foot or by bike.
翻译：我在2026年7月参加了为期5天的松库尔骑马之旅。作为一名有丰富骑马经验的人，我注意到了一些与马匹福利及饲养方式相关的问题：
由于马鞍带没有衬垫，许多马的腹部出现了开放性伤口；在运输过程中，一些马的尾根部也出现了出血现象；另外，粗糙的捆绑绳索还导致马腿出现割伤。
对于初学者，除了教他们如何使用马鞭外，几乎没有任何其他指导。马缰绳常被拉得过紧，马匹因此显得十分紧张，这就导致了卸行李时它们出现踢腾行为。尽管我明确表示过不愿意，但还是被催促着疾驰以跟上队伍的节奏，而当时我的背包里还背着相机，结果导致相机损坏。
第二天我提出这些顾虑后，Visit Alay的反应非常专业。他们为我安排了交通方式，退还了剩余行程的费用，并向我道歉。他们还保证今后会严格执行更严格的动物健康标准。
该机构的客服响应迅速且公正。不过……我发这个帖子，是希望今后的旅行者，尤其是那些有马匹护理经验的人，能提前了解实际情况。这次经历让我思考：那些抱有西方式马匹福利观念的旅行者是否应该报名参加这类旅行呢？因为这里对于役用动物的文化认知与对待方式截然不同，而且根本无法改变。
尽管如此，我仍然推荐大家去吉尔吉斯斯坦旅行。这个国家很美，人们也极其热情好客（我是一名独自旅行的女性），不过或许更适合步行或骑自行车游览。
由于马鞍带没有衬垫，许多马的腹部出现了开放性伤口；在运输过程中，一些马的尾根部也出现了出血现象；另外，粗糙的捆绑绳索还导致马腿出现割伤。
对于初学者，除了教他们如何使用马鞭外，几乎没有任何其他指导。马缰绳常被拉得过紧，马匹因此显得十分紧张，这就导致了卸行李时它们出现踢腾行为。尽管我明确表示过不愿意，但还是被催促着疾驰以跟上队伍的节奏，而当时我的背包里还背着相机，结果导致相机损坏。
第二天我提出这些顾虑后，Visit Alay的反应非常专业。他们为我安排了交通方式，退还了剩余行程的费用，并向我道歉。他们还保证今后会严格执行更严格的动物健康标准。
该机构的客服响应迅速且公正。不过……我发这个帖子，是希望今后的旅行者，尤其是那些有马匹护理经验的人，能提前了解实际情况。这次经历让我思考：那些抱有西方式马匹福利观念的旅行者是否应该报名参加这类旅行呢？因为这里对于役用动物的文化认知与对待方式截然不同，而且根本无法改变。
尽管如此，我仍然推荐大家去吉尔吉斯斯坦旅行。这个国家很美，人们也极其热情好客（我是一名独自旅行的女性），不过或许更适合步行或骑自行车游览。
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