Ideal of the policy
As a responsible trip agent we seek to maintain and enhance our character of furnishing you with highquality products and services. We value complaints as they help us to ameliorate our products, services and client service. We’re committed to being responsive to the requirements and enterprises of our guests or implicit guests and to resolving your complaint as snappily as possible.This policy has been designed to give guidance to both our guests and staff on the manner in which weadmit and manage your complaint. We’re committed to being harmonious, fair and unprejudiced whenhandling your complaint.
• The ideal of this policy is to insure
• You’re apprehensive of our complaint lodgement and running processes
• Both you and our staff understand our complaints handling process
• Your complaint is delved impartially with a balanced view of all information and substantiation
• We take reasonable way to laboriously cover your particular information
• Your complaint is considered on its graces taking into account individual circumstances and needs
Description of a complaint
In this policy a complaint means an expression of dissatisfaction by a client relating to a trip service handed by us.
How a complaint can be made
Still, you should in the first case consider speaking directly with the staff member/ s you have beendealing with, If you’re displeased with a trip service handed by us. If you’re uncomfortable with this or consider the applicable staff member is unfit to address your enterprises you can lodge a complaint with us in one of the following ways
• By completing a feedback form on our website
• By dialing us
• By writing to us
• By emailing us
• In person by speaking to any of our client service staff.
Still, we may ask you to put your complaint in jotting, If we admit your complaint verbally and we consider it applicable. Our complaints handling process is free of charge.
The information you’ll need to tell us
When we’re probing your complaint we will be counting on information handed by you and informationwe may formerly be holding. We may need to communicate you to clarify details or request freshinformation where necessary. To help us probe your complaint snappily and efficiently we will ask you for the following informationYour name and contact detailsThe name of the person you have been dealing with about your trip serviceThe nature of the complaintDetails of any way you have formerly taken to resolve the biddableDetails of exchanges you may have had with us that may be applicable to your complaintcopies of any attestation which supports your complaint
Help when making a complaint
The person entering or managing your complaint should give you with any backing you may need tomake your complaint. still if you consider you need farther backing please inform us of this at the time you’re lodging your complaint.
Recording complaints
When taking a complaint, we will record your name and contact details. We’ll also record all details of your complaint including the data and the cause/ s of your complaint, the outgrowth and any conduct taken following the disquisition of your complaint. We’ll also record all dates and times relating to conduct taken to resolve the complaint and dispatches between us. As part of our on- going enhancement plan, complaints will be covered for any relating trends by operation and rectification/ remedial action taken to alleviate any linked issues. If you lodge a complaint we will record your particular information solely for the purposes of addressing your complaint. Your particular details will laboriously be defended from exposure, unless you expressly assent to its exposure. Where a third party trip supplier similar as a stint driver, was involved in your tripservices, we may be needed to speak with them to completely probe your complaint.
Feedback to guests
We’re committed to resolving your issues at the first point of contact; still, this won’t be possible in all circumstances, in which case a more formal complaints process will be followed. We’ll admit damage of your complaint within three( 3) business days, and keep you informed of the progress of your complaint throughout our complaint resolution process.
We’re committed to resolving your complaint within 10 business days of you lodging your complaint, still, this may not always be possible on every occasion. Where we’ve been unfit to resolve your complaint within 10 business days, we will inform you of the reason for the detention and specify a date when we will be in a position to finalise your complaint.
During the disquisition of your complaint we may need to seek farther explanation or attestation from you to help us in resolving your complaint. Still, we may not be suitable to meet our 10 business day finalisation commitment, If we’ve sought explanation or attestation from you and we’re staying on you to give this information. In similar circumstances upon damage of your explanation or attestation we will indicate to you when we anticipate to finalise your complaint.
Once we’ve finalised your complaint, we will advise you of our findings and any action we’ve taken. We’ll do this in jotting, unless it has been mutually agreed that we can give it to you verbally. You have the right to make enquiries about the current status of your complaint at any time by reaching us.
Our Five point complaint process
We review – we take over an original review of your complaint and determine what if any freshinformation or attestation may be needed to complete an disquisition. We may need tocommunicate you to clarify details or request fresh information where necessary.
We probe – within 10 business days of entering your complaint we will probe your complaintobjectively and impartially, by considering the information you have handed us, our conduct inrelation to your dealings with us and any other information that could help us in probing yourcomplaint.
We respond – Following our disquisition we will notify you of our findings and any conduct we may have taken in respects to your complaint. We take action – where applicable we amend our business practices or programs. We record- we will record your complaint for nonstop enhancement process and monitoring through regular review, your particular information will be recorded in agreement with applicable sequestration legislation.
When you complain about one of our workers
Still, we will treat your complaint intimately, impartially and inversely( giving equal treatment to all people), If you complain about a member of our staff. We’ll probe your complaint completely by chancing out the applicable data, speaking with the applicable people and vindicating explanations where possible. We’ll also treat our staff member objectively by informing them of any complaint about their performance furnishing them with an occasion to explain the circumstances furnishing them with applicable support streamlining them on the complaint disquisition and the result
Complaints under disquisition by a controller or law enforcement agency
State or home consumer protection controller or law enforcement agency we may cease to take fartheraction in relation to your complaint pending finalisation of their disquisition, If your complaint is presently being delved by a applicable civil. We’ll help any agency with their examinations.
Our complaint escalation process
Where possible, we will essay to resolve your complaint at the first point ofcontact.However, we will take over an disquisition of your complaint and give you with our findings, If we’re unfit to resolve your complaint at the first point of contact. Still, we will close your complaint and record the findings for our nonstop enhancement program, If you’re satisfied with our proposed decision or conduct. If you aren’t satisfied with our proposed decision or conduct, we will record this, and give you with information on how to escalate your complaint,
By completing a feedback form on their WEBSITE
By dialing them on PHONE NUMBER
By writing to them at ADDRESS
By emailing them E-MAIL
