Customer Complaints and Escalation Policy

Travel Saga Tourism

Travel Saga Tourism (“Company”, “we”, “our”, or “us”) is committed to maintaining high service standards across all travel, visa, and tourism operations. This policy defines the formal process for registering, handling, escalating, and resolving customer complaints in a structured and time-bound manner.

1. Purpose of This Policy

The purpose of this policy is to ensure that all customer complaints are:

• Properly recorded and acknowledged
• Investigated in a fair and timely manner
• Resolved through appropriate internal action
• Escalated where necessary for senior management review

This policy ensures accountability, transparency, and service improvement across all business units.

2. Scope

This policy applies to all services offered by the Company, including but not limited to:

• Visa processing services
• Tour and excursion bookings
• Hotel travel desk operations
• Transportation and ground services
• Customer support and communication services

It applies to all complaints received via:

• Email
• WhatsApp or phone
• Website enquiries
• Travel desk locations
• Social media channels

3. Definition of a Complaint

A “complaint” is defined as any expression of dissatisfaction relating to:

• Service delays or failures
• Incorrect or incomplete service delivery
• Staff conduct or communication issues
• Booking or operational errors
• Refund or payment disputes
• Miscommunication or unmet expectations

4. Complaint Registration Process

All complaints must include sufficient details to enable investigation, such as:

• Customer name and contact details
• Booking or reference number (if applicable)
• Description of the issue
• Date and location of the incident

Upon receipt, complaints are logged into the internal complaint tracking system and assigned a reference number for follow-up.

5. Acknowledgement of Complaints

The Company will acknowledge receipt of a complaint within a reasonable timeframe.

Acknowledgement does not imply acceptance of fault or liability but confirms that the matter is under review.

6. Investigation Process

All complaints are subject to internal investigation, which may include:

• Review of booking and transaction records
• Communication with relevant departments or partners
• Assessment of operational logs and service reports
• Staff statements, where applicable

The Company reserves the right to determine the scope and depth of any investigation.

7. Resolution Timelines

The Company aims to resolve complaints within a reasonable operational timeframe depending on complexity.

Typical resolution timelines may vary based on:

• Nature of the complaint
• Third-party involvement (hotels, suppliers, airlines, etc.)
• Documentation requirements
• Regulatory or operational constraints

Complex cases may require additional time for proper investigation.

8. Escalation Levels

Where a complaint cannot be resolved at the initial level, the following escalation structure applies:

Level 1 – Customer Support Team

Initial handling, clarification, and basic resolution attempts.

Level 2 – Operations / Department Head

Escalation for operational review and corrective action.

Level 3 – Senior Management

Final escalation level for complex, sensitive, or unresolved matters.

Level 4 – Director Level Review (if required)

Reserved for high-impact or exceptional cases requiring executive decision-making.

9. Resolution Outcomes

Based on the findings of the investigation, outcomes may include:

• Service correction or re-performance
• Partial or full refund (subject to case validity and terms)
• Operational adjustments
• Supplier or partner coordination
• Formal closure with explanation

All decisions are made in accordance with Company policies and contractual terms.

10. Customer Cooperation

Customers are expected to:

• Provide accurate and complete information
• Cooperate during the investigation process
• Respond to requests for additional documentation where necessary

Failure to provide required information may delay or limit resolution.

11. Limitations of Liability

The Company shall not be liable for delays or failures caused by:

• Third-party service providers
• Government processing times (e.g., visa authorities)
• Force majeure events
• Incomplete or incorrect customer information

12. Confidentiality

All complaints are handled with confidentiality and are used solely for service improvement and resolution purposes, unless disclosure is required by law.

13. Policy Amendments

The Company reserves the right to amend or update this policy at any time without prior notice to reflect operational, legal, or regulatory changes.

Contact for Complaints

Travel Saga Tourism
Dubai, United Arab Emirates
Website: https://travelsaga.com
Email: info@travelsaga.com
Phone: +97142684645