Draft — not yet complete. Fields shown in [BRACKETS] are placeholders. A real, monitored Grievance Officer contact must be in place before this page goes live.
We aim to resolve every concern quickly and fairly. If something goes wrong with your booking, here is exactly how to escalate it.
Step 1 — Contact Customer Support
- Email: [SUPPORT EMAIL ADDRESS]
- Phone: [BUSINESS PHONE NUMBER]
Response turnaround time (TAT): we acknowledge every query within 48 hours and aim to resolve routine requests within 7 business days.
Step 2 — Escalate to the Grievance Officer
If your concern is not resolved within 7 business days, you may escalate directly to our Grievance Officer:
- Name: [GRIEVANCE OFFICER NAME]
- Email: [GRIEVANCE OFFICER EMAIL]
- Phone: [GRIEVANCE OFFICER PHONE]
Response turnaround time (TAT): acknowledgment within 48 hours of escalation, with a target resolution within 14 business days.
Step 3 — External Resolution
If a dispute remains unresolved after escalation, it will be handled in accordance with the governing law and dispute jurisdiction set out in our Terms & Conditions.