COMPLAINTS HANDLING POLICY AND PROCEDURES

This policy applies to Alkhalil Hajj Travels

We strive to deliver the highest standards for our customers: and proud ourselves with a team of experienced drivers. However, we recognise that on occasion things can go wrong. We have processes and procedures to handle these situations and we will listen to you and try and make things right.

Objective of the policy

Alkhalil Hajj Travels seeks to maintain and enhance our reputation of providing you with high quality services. We value complaints as they assist us to improve our services and customer service.

Alkhalil Hajj Travels is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.

This policy has been designed to provide guidance to both our customers and staff on the manner in which Alkhalil Hajj Travels receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure:
  • You are aware of our complaint lodgement and handling processes,
  • Both you and ourstaff understand our complaints handling process,
  • Your complaint is investigated impartially with a balanced view of all information or evidence,
  • We take reasonable steps to actively protect your personal information,
  • Your complaint is considered on its merits taking into account individual circumstances and needs.
Definition of a complaint

In this policy a complaint means an expression of dissatisfaction by a customer relating to travel service provided by us.

How a complaint can be made

If you are dissatisfied with a travel service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns, you can lodge a complaint with us in one of the following ways:

    • By telephoning us on Tel:   0044 161 740 9920
    • By writing to us Unit 2, 453-455 Cheetham Hill Road, Manchester, M8 9PA
    • By emailing us Email: info@alkhalil.co.uk
    • In person by speaking to any of our customer service staff.

If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
If you are not satisfied with how your complaint has been handled or unresolved, you can refer your complaint to ATOL.

Address:
ATOL Civil Aviation Authority,
45-59 Kingsway, London WC2B 6TE

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Contact Us

Phone Us: +44 161 740 9920
Email Us: info@alkhalil.co.uk
Visit Us:
453-455 Cheetham Hill Road,
Manchester, M8 9PA

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Your Financial Protection

ATOL-logo

The air holiday packages (Hajj or Umrah Packages) shown is ATOL protected by the Civil Aviation Authority. Alkhalil Hajj Travels Ltd is ATOL holder, ATOL number (10925). ATOL Protection: “All the flight-inclusive holidays (Hajj or Umrah Packages) in this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate

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