Complaints Policy _ Tier Travels

At Tier Travels, we are committed to delivering exceptional service and ensuring the satisfaction of our customers. However, we recognize that issues may occasionally arise. This Complaints Policy outlines the steps customers can take to address concerns and the process we follow to resolve complaints efficiently and fairly.

  1. Scope of the Policy

This policy applies to all complaints regarding:

  • Booking issues.
  • Payment concerns.
  • Customer service experiences.
  • Third-party supplier services (e.g., airlines, hotels, car rentals).

Complaints outside the scope of our operations may be referred to the relevant third-party provider or governing authority.

  1. Principles

We handle complaints with:

  • Respect and professionalism: All customers will be treated courteously.
  • Timeliness: We aim to resolve complaints promptly.
  • Transparency: Clear communication throughout the process.
  • Confidentiality: All complaint details will be handled securely and discreetly.
  1. How to Submit a Complaint
  2. Online Submission

Customers can submit complaints via our dedicated online complaints form, available on our website under the “Contact Us” section.

  1. Email Submission

Alternatively, complaints can be emailed to tiertravels@gmail.com

 with the following information:

  • Full name.
  • Contact details (phone number and email).
  • Booking reference number (if applicable).
  • Detailed description of the complaint.
  • Any supporting documents or evidence (e.g., screenshots, receipts).
  1. Phone Support

For urgent issues, customers may contact our support team directly at [Your phone number].

  1. Complaint Resolution Process

Once a complaint is received, the process involves the following steps:

  1. Acknowledgment:
  • Complaints will be acknowledged within 2 business days of receipt.
  • A reference number will be provided for tracking purposes.
  1. Investigation:
  • Our team will investigate the issue by reviewing the complaint details and consulting relevant parties, including third-party suppliers if necessary.
  • Additional information may be requested from the customer to facilitate the investigation.
  1. Resolution:
  • A resolution will be provided within 7–14 business days, depending on the complexity of the issue.
  • If additional time is required, customers will be informed of the delay and the expected timeline.
  1. Outcome Communication:
  • Customers will receive a detailed response explaining the findings and any actions taken.
  • If applicable, remedies such as refunds, credits, or alternative services will be offered.
  1. Escalation of Complaints

If a customer is not satisfied with the initial resolution:

  1. Internal Escalation:
  • The complaint may be escalated to a senior manager for further review.
  1. External Escalation:
  • If the issue remains unresolved, customers may contact an independent dispute resolution body or relevant regulatory authority, as appropriate.

Note: We will provide guidance on how to escalate complaints to external bodies if required.

  1. Complaints Involving Third-Party Suppliers

If the complaint concerns a service provided by a third-party supplier (e.g., airlines, hotels), Tier Travels will:

  • Assist in facilitating communication with the supplier.
  • Provide relevant documentation to support the customer’s case.
  • Advocate on behalf of the customer where feasible.

However, the final resolution may depend on the supplier’s policies.

  1. Anonymous Complaints

Anonymous complaints are discouraged, as they limit our ability to investigate and resolve issues effectively. Customers are encouraged to provide contact information to ensure proper follow-up.

  1. Tracking Complaints

Customers can track the status of their complaints by:

  • Using the reference number provided.
  • Contacting our support team via email or phone for updates.
  1. Continuous Improvement

We value customer feedback and use complaint data to:

  • Identify areas for improvement.
  • Enhance our services, processes, and policies.
  1. Customer Responsibilities

To ensure a fair and efficient resolution, customers are expected to:

  • Provide accurate and complete information about the issue.
  • Respond promptly to requests for additional information.
  • Communicate respectfully with our team.
  1. Updates to the Policy

This Complaints Policy may be revised periodically to reflect changes in our operations or regulatory requirements. Updates will be published on our website, and continued use of our services indicates acceptance of the updated policy.

  1. Contact Us

For complaints or inquiries, please reach out to us via:

  • Email: tiertravels@gmail.com