Complaints

We take customer concerns seriously. This page explains how to raise a complaint and what to expect during our review process.

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Complaint Handling Process

We aim to resolve concerns fairly and promptly, with clear communication at each stage.

Share your booking reference, contact details, and a clear summary of the issue.
Include relevant dates, locations, and supporting documents where possible.
You can submit complaints through our contact form or by contacting our support team directly.

Our team logs your complaint and reviews the details against booking records.
If third-party suppliers are involved, we may need to gather additional information from them.
We aim to provide a clear response and practical resolution as quickly as possible.

Initial acknowledgement is typically provided within standard business timeframes.
Complex complaints may require additional investigation and supplier coordination.
If there is any delay, we will keep you informed with progress updates.

Where appropriate, we may offer guidance, corrective action, or escalation support.
Outcomes depend on ticket terms, supplier policies, and facts of each case.
We are committed to fair handling and transparent communication throughout the process.

If you are not satisfied with the initial response, request a further review with additional details.
Please include any new evidence or information that can support reassessment.
Our team will re-evaluate the case and share the next steps in writing.