Customer Complaint Policy

Our Commitment

At Ceytravel, we are committed to providing an exceptional travel experience and the highest standard of service. We value your feedback as it helps us to improve. If you are not satisfied with any aspect of our service, we encourage you to let us know.

We take all complaints seriously and will handle them in a timely, fair, and confidential manner.

1. How to Make a Complaint

Step 1: During Your Trip (Immediate Resolution)

If you have a problem or complaint during your trip, it is essential that you bring it to the attention of our local representative, your tour guide, or the hotel staff immediately.

Most issues can be resolved quickly and efficiently on the spot. Failure to report an issue locally may hinder our ability to investigate it properly and may affect your rights under your booking contract. We want the opportunity to fix the problem so you can enjoy the rest of your holiday.

Step 2: Formal Complaint (After Your Trip)

If your issue was not resolved during your trip, or if you wish to make a complaint after you return home, please contact us in writing. This allows us to keep a clear record of all communication.

Please send your formal complaint via email or post to:

  • Email: feedback@ceytravel.co.uk

To help us investigate your complaint efficiently, please provide the following:

  • Your full name and the name of all passengers in your party.
  • Your booking reference number.
  • Your travel dates and tour name.
  • A clear and detailed description of your complaint (including dates, locations, and names of any staff involved).
  • Any supporting evidence you may have (e.g., photos, videos, receipts).
  • What you believe would be a fair resolution (if you have a specific outcome in mind).

We ask that you submit your formal complaint within 28 days of your return. This allows us to gather evidence and information while it is still fresh.

2. Our Complaint Handling Process

We will follow this process to manage your complaint:

1. Acknowledgement

We will acknowledge receipt of your written complaint within 3 working days.

2. Investigation

A dedicated member of our team will conduct a thorough investigation. This may involve reviewing your booking details, and contacting our local staff, suppliers (e.g., hotels, transport providers), or guides for their statements and reports.

3. Response

We aim to provide you with a full written response and resolution within 15 working days of acknowledging your complaint.

If the issue is complex and requires a longer investigation (e.g., awaiting reports from third-party suppliers), we will contact you within this timeframe to let you know, explain the delay, and provide a new timeline for our full response.

3. If You Are Not Satisfied

If you are not satisfied with our final response, you may request that your complaint be escalated for a final review by a senior manager.

4. Using Your Feedback

We log all complaints and review them regularly to identify areas for improvement in our tours, supplier partnerships, and customer service. Your feedback is a vital part of helping us maintain and enhance the quality of our travel experiences.