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