Complaint Handling Procedure
Definitions
- Complaint: Any expression of dissatisfaction made by a traveller related to our services or products.
- Complainant: The individual or group submitting the complaint.
- Resolution: Actions taken to address the complaint to the satisfaction of the complainant, were possible.
Complaint Submission
Travelers can submit complaints through the following channels:
- Email: [email protected]
- Phone: +382 69 123 076 (available Monday–Friday, 09:00–17:00 CET)
Required information:
- Traveler’s name and contact details
- Booking reference
- Date(s) of travel and issue
- Detailed description of the complaint
- Supporting documentation (if any, e.g., photos, receipts)
Complaint Acknowledgment
The company acknowledges all complaints promptly, usually within a few business days. The acknowledgment confirms receipt of the complaint, provides an expected timeline for response, and includes contact information for the responsible staff member.
Investigation & Resolution
- Assignment: The responsible staff member reviews the complaint and assigns it to the relevant person or department for follow-up.
- Investigation: Gather relevant information from internal records, staff input, or supporting documents, and assess the validity of the complaint.
- Resolution: Propose a fair and feasible solution, such as a refund, replacement service, apology, or other appropriate action.
- Response Timeline: A response is provided promptly. If additional time is needed, the complainant is informed with an estimated timeline.
Escalation Procedure
If the complainant is not satisfied with the proposed resolution, they may escalate the complaint to the Customer Relations Manager or another senior staff member. The escalation is reviewed promptly, and the final decision is communicated clearly, including any further actions that may be taken.
Record Keeping
The company keeps records of complaints, investigations, and resolutions in a secure manner. Records include the main details of the complaint, actions taken, and the outcome. Records are retained as long as reasonably necessary to ensure follow-up and continuous improvement.
Continuous Improvement
The company reviews complaints periodically to identify any recurring issues. Corrective actions are implemented when necessary, and staff are updated or trained based on lessons learned from complaints.
Traveler Rights
Travelers retain the right to escalate complaints to national consumer protection authorities if unsatisfied with the resolution. Complaints will not affect the traveler’s eligibility for future bookings.
Contact for Complaints:
Company Email: [email protected]
Phone: +38269123076