– Complaints Process is dedicated to delivering a professional and high-quality refund service to all customers. Nevertheless, there might be instances when the service you receive falls below your expectations. Informing us of your concerns provides an opportunity for us to review and, if necessary, enhance our internal systems and processes.

A complaint, as we define it, encompasses any expression of dissatisfaction, whether oral or written, justified or not, from an eligible complainant about the company’s professional and fair service provision or failure to provide such service.

Should you find any aspect of our service unsatisfactory, please promptly notify us via email, outlining your concerns. Ideally, this initial contact will allow us to address and resolve any issues you may have.

Information Needed:

  • Include comprehensive details about your complaint, along with your name, contact details, and booking reference number (if applicable).
  • This information helps us fully understand your complaint and ensures it is directed to the appropriate person. Your data will be treated confidentially in accordance with our data protection procedure.

Upon Receipt of Your Complaint:

  • Upon receiving your complaint, we will promptly acknowledge receipt within one working day via email.
  • The person handling your complaint will contact you directly to introduce themselves and gather any additional necessary information.
  • We will conduct a thorough investigation, considering all relevant documents and emails submitted with your refund application.
  • A response outlining our review details, decision, and any proposed resolution (if applicable) will be sent via email within five working days from receiving your complaint.

Further Steps:

  • If you remain unsatisfied with our response, you have the right to appeal and can request a review of your complaint by a senior member of our complaints team. To initiate the appeal process, please contact us via  and provide any additional information or documentation you wish to be considered.
  • Our Senior Complaints Manager will review all information and will respond to your email within 14 days.
  • You have the right to withdraw your complaint at any point, preferably in writing, and we will confirm the withdrawal in writing.
  • Once your complaint has been resolved to your satisfaction, we will consider the matter closed. We will also review our processes and procedures to identify any areas for improvement based on your feedback.

Multiple Complaints:

  • Individuals have the right to complain more than once. However, repeated complaints may be considered unreasonable if they hinder impartial investigation or decision-making. is committed to fair and thorough complaint resolution, and we appreciate your cooperation in this process.