TIRA TRAVEL COMPLAINTS POLICY & PROCEDURE

If you want to know how our service works, you can check out Terms & Conditions here.(Add T&C link)

1. The policy’s objective

A complaints policy is a tool that can help to ensure that complaints are handled efficiently.
It allows the company to respond quickly to customers’ needs and identify areas in which products, services, processes and complaint handling could be improved. This document gives you guidance about how to make a formal complaint.

2. How to make a complaint in a professional and effective way.

All complaints need to be made through the Feedback Form(add link) – a step-by-step process where the details are tracked.

By completing the form, Tira Travels can evaluate the circumstances and find a way to resolve it.

If the traveler / passenger has any complaints they must be submitted within 30 days of returning home. If you submit your complaint outside of this time frame, it will not be accepted.

If you complain through any other channel, we will not be accepted it.

3. What do you need to do to complete the online Feedback Form?

• Comprehensive information: Please explain in detailed.
• Please attach any supporting documentation that will help resolve the issue.
• Please provide specific details regarding the solution you are seeking.

By completing this form you agree that all of the information you provide is true and accurate. You must submit any documentation or information relevant to the issue when you make your complaint.

4. Our response time periods and resolution If you file a complaint with us, we’ll provide a response to you within 21 business days. This is to allow time for us and other external parties to consult to respond to an issue. If further information is required, we will contact you within 21 days.

Tira Travels will investigate and resolve the matter internally.

Due to the sensitive nature of this matter, all details must remain confidential.

Any complaint you make, Tira Travels will comply with its Privacy Policy.(Add link)