Complaints & Dispute Resolution Procedure
Download PDF1. Our approach
A complaint is treated as service and risk evidence. It should receive a reference, responsible owner, investigation and reasoned response.
2. What to provide
Include the trip/booking reference, relevant dates, the issue, supporting evidence and the outcome you are seeking. Do not send unredacted passports or identity documents through an unapproved channel.
3. Internal process
Log the complaint; acknowledge receipt; preserve evidence; review internal and supplier records; communicate material progress; issue the outcome; record any remedy; and identify corrective action.
4. Privacy/security complaints
Privacy complaints and personal-information compromises follow the POPIA governance and incident-response process.
5. External escalation
Depending on the issue, a matter may be escalated to the relevant supplier, consumer body, tourism complaints channel, Information Regulator or other competent authority.