Skip to main content
Complaints Procedure

Complaints Procedure

What To Do If You Have a Complaint – advice for Members

Our Members' satisfaction is of the utmost priority at all times. We pride ourselves on providing exceptional customer service, however, we understand we sometimes get things wrong. 

As a Member of The Travel Network Group, if you have reason to complain, you should follow the Members’ Complaints Procedure outlined below:

When a complaint is received via the Members’ only complaints formemailcall or face-to-face meeting, the complaint will be escalated to the relevant Head of Department. 

The timescale, from the moment we receive your complaint, is outlined below:

- The Head of Department will acknowledge your complaint within 24 hours
- The Head of Department and relevant team will source answers to the query or resolve the complaint, and respond to you within 7 days.

Should you be dissatisfied with the outcome, we will escalate your grievance to the relevant Director.

What To Do If You Have a Complaint – advice for Customers

If you have booked a holiday through one of our Members and you have reason to be dissatisfied or to complain about the service received from your travel agent, please email our Operations department on operations@thetravelnetworkgroup.co.uk or follow the Customers only Complaint form and give us the details of your complaint.

Our timeframe to respond to Customers’ complaint is outlined below:

-        The relevant team will acknowledge your complaint within 24 hours

-        The relevant team will source answers to the query and contact you directly with next steps and time frames on your complaint