Consumer
Complaints
Even
the most well-prepared travelers can encounter some problems during a
trip. Here are some tips to help you get these problems
resolved.
During
Your Trip
Experience
has shown that it's better to try to resolve any problems you face on
the spot, if possible. Even if your complaint does not get resolved
right away, you will have registered your dissatisfaction should you
decide to pursue your complaint after your return.
Here
are some other steps to take:
1.
Check your documents to establish the validity of your complaint.
2.
If you have a problem, speak up! Immediately bring the matter to
the attention of those in charge.
3.
Keep notes which include the names of the people with whom you
speak and the date, time and location of your conversations.
4.
Keep all receipts should you have to spend additional money to
resolve a problem.
5.
If your baggage is lost or delayed, immediately file a claim with
the company responsible to protect your rights. Be sure to obtain and
keep a copy of the claim.
After
Your Trip
If
you still have a complaint after you return home, we suggest that you
first review the materials you were given by the travel firm to
determine the validity of your claim. Realize that some events, such
as bad weather, are beyond the control of any company. If you are
satisfied that your complaint has merit, write a letter to the firm
that you feel is responsible. Provide adequate detail to substantiate
your complaint, as well as the steps you feel should be taken to
rectify the problem. Be realistic in your request and send a copy of
this letter to your travel agent.
If
the problem is with a tour company, hotel or other supplier, you may
enlist the aid of your travel agent, who will often pursue the matter
for you. In addition, your agent will appreciate being advised of
your problem so that your experiences can be considered when other
clients inquire about this company. Remember, however, that your
travel agent acts as an "agent," selling travel services on
behalf of the airlines, cruise lines, car-rental companies, hotels,
tour operators and other travel suppliers. He or she will not, in
most cases, be the source of these services.
If
the problem is with your travel agent, provide your agent a copy of
the complaint letter and request the opportunity to discuss the
issue. We suggest you limit your initial contact to only those
parties directly involved in the matter. Ask for a response, and
allow the firm adequate time to investigate your complaint
Pursuing
Your Complaint
Sometimes
your complaint cannot be satisfied by dealing directly with the firm
involved, or perhaps you cannot get a response to your email or
letter. Before the Department will become involved in a dispute, it
first determines that the complaint meets the following criteria:
1.
Your complaint must be a travel-related dispute against a member
of TRICKET TICKET OU. We can not process a complaint against a
non-member travel firm.
2.
Your complaint must be less than six months old.
3.
You must first contact the company complained against directly in
writing, allowing the firm an opportunity to resolve the problem.
4.
Your complaint must be submitted to TRICKET TICKET OU. in writing
and must include supporting documentation.
Once
the above criteria have been met, send a summary of the complaint,
including documents which support the claim and the names, addresses
and complete contact information for all involved parties
to:
Email: tricketticket@gmail.com
Or
by regular mail to:
TRICKET
TICKET OU.
Registry
code: 14840577
Address:
Harju maakond, Tallinn, Kesklinna linnaosa, Lembitu tn 8-77, 10114,
Estonia
Please
note that TRICKET TICKET OU. Consumer Affairs Department provides
informal mediation for travel-related disputes only. The Department
cannot act as a judge, impose penalties, assess fines, or force a
company to issue refunds.