Submit your concern to our designated grievance contact:

For an urgent issue affecting a service in progress, contact your assigned coordinator and telephone our grievance contact promptly. You may also send a written record by email.

Provide your name, contact details, booking reference if available, service date and location, a clear description of the issue and the outcome requested.

Attach relevant quotations, receipts, messages or photographs where helpful. Share only information necessary to review the concern. A missing booking reference does not prevent a complaint.

A family representative may complain on your behalf. We may request reasonable authority before disclosing another person’s booking information. Complaints may be made by email or telephone; telephone complaints will be recorded for follow-up.

We will acknowledge receipt within 48 hours and provide a complaint reference or other means of tracking the matter.

We will review booking records, speak with the relevant staff or partners and explain any additional information needed. We aim to address urgent ongoing-service issues promptly.

We will redress complaints within one month of receipt, or within a shorter period required by applicable law. Updates and requests for information do not remove statutory deadlines.

The written response will explain our findings, any corrective action or proposed remedy and the next steps. Where a refund is approved, the Payment, Cancellation & Refund Policy applies, subject to statutory requirements.

If dissatisfied, reply with your complaint reference, the points still unresolved and any additional evidence. Request a further management review through the same grievance contact; where practicable, someone not directly involved will review the matter.

Our internal process does not prevent you from approaching competent consumer authorities, regulators, dispute-resolution bodies or courts. You need not surrender statutory rights or remedies.

India consumers may use the National Consumer Helpline at consumerhelpline.gov.in. UK complaints must follow applicable UK rights and any relevant sector-specific process; any applicable external dispute-resolution route will be identified in the relevant booking terms.