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ANNEX E

CUSTOMER COMPLAINT & DISPUTE RESOLUTION PROCEDURE

Version 1.0


1. OUR COMMITMENT

At One Pelican®, we are committed to delivering exceptional travel experiences.

If something does not meet your expectations, we want to know as quickly as possible so we can investigate and, where appropriate, resolve the matter fairly, efficiently and professionally.

Our objective is to resolve concerns promptly while maintaining transparency, respect and compliance with applicable consumer protection laws.


2. WHO MAY SUBMIT A COMPLAINT

A complaint may be submitted by:

  • the Lead Traveller;

  • an individual Traveller included in the booking;

  • an authorised representative acting on behalf of the Traveller;

  • a legal representative where applicable.


3. WHAT IS A COMPLAINT

A complaint is any written communication alleging that a travel service was not provided as contractually agreed.

Examples include:

  • accommodation issues;

  • transport issues;

  • itinerary changes;

  • guide performance;

  • supplier conduct;

  • health and safety concerns;

  • billing disputes;

  • booking errors;

  • customer service concerns.

General comments, suggestions or compliments are not treated as formal complaints.


4. REPORTING DURING THE TRIP

Travellers should report problems immediately during the trip whenever reasonably possible.

Complaints should first be addressed to:

  1. the Tour Leader;

  2. the Local Representative;

  3. Customer Support.

Immediate reporting allows the Company to investigate and resolve many issues before they affect the overall travel experience.


5. EMERGENCY ISSUES

Issues involving immediate risks to health or safety should be reported without delay.

Examples include:

  • serious accidents;

  • unsafe accommodation;

  • criminal incidents;

  • medical emergencies;

  • missing travellers;

  • safeguarding concerns;

  • natural disasters.

Where appropriate, local emergency services should be contacted immediately before notifying the Company.


6. WRITTEN COMPLAINT AFTER TRAVEL

If a matter cannot be resolved during the trip, the Traveller may submit a formal written complaint.

The complaint should include:

  • Booking Reference;

  • Traveller Name;

  • Travel Dates;

  • Product Name;

  • Description of the Issue;

  • Date and Time of the Incident;

  • Names of Persons Involved (if known);

  • Photographs (where available);

  • Receipts;

  • Supporting Documents;

  • Desired Resolution.

Incomplete complaints may require additional information before investigation can begin.


7. HOW TO SUBMIT A COMPLAINT

Complaints may be submitted through:

Telephone complaints should always be confirmed in writing.


8. RESPONSE TIMES

The Company aims to meet the following service standards:

Stage

Target Time

Acknowledgement

Within 2 Business Days

Initial Assessment

Within 5 Business Days

Investigation

Normally within 30 Calendar Days

Complex Cases

As soon as reasonably practicable

Where additional time is required, the Traveller will be informed of the reason for the delay.


9. INVESTIGATION PROCESS

Each complaint will be reviewed individually.

The investigation may include:

  • reviewing booking records;

  • consulting suppliers;

  • interviewing guides or representatives;

  • reviewing photographs;

  • reviewing GPS records where available;

  • reviewing communication history;

  • obtaining statements from relevant parties.

The Company may request additional information from the Traveller.


10. FAIR ASSESSMENT

Every complaint will be assessed fairly and objectively.

The Company will consider:

  • contractual obligations;

  • supplier information;

  • evidence provided;

  • applicable legislation;

  • operational circumstances;

  • reasonable expectations.

Compensation, where appropriate, shall reflect the actual impact of any proven service failure and applicable legal requirements.


11. POSSIBLE OUTCOMES

Depending on the circumstances, the Company may:

  • provide an explanation;

  • apologise;

  • offer corrective measures;

  • provide a partial refund;

  • issue Travel Credit;

  • offer goodwill compensation;

  • reject the complaint where no contractual failure is established.

Each decision shall be explained in writing.


12. GOODWILL GESTURES

From time to time, the Company may offer goodwill gestures.

Such gestures:

  • do not constitute admission of liability;

  • do not establish precedent;

  • are offered solely to maintain customer satisfaction.


13. FRAUDULENT CLAIMS

The Company reserves the right to reject claims that are:

  • knowingly false;

  • materially misleading;

  • fraudulent;

  • supported by fabricated evidence.

Where fraud is suspected, the Company may:

  • suspend the investigation;

  • request further documentation;

  • notify relevant insurers;

  • pursue legal remedies where appropriate.


14. ALTERNATIVE DISPUTE RESOLUTION

Where a complaint cannot be resolved directly, the Traveller may have access to Alternative Dispute Resolution (ADR) or Online Dispute Resolution (ODR) procedures where available under applicable law.

Participation in ADR shall not prejudice any statutory right to bring proceedings before the competent courts.


15. RECORD RETENTION

Complaint files shall be retained for the period required by applicable law and the Company's document retention policy.

Personal data shall be processed in accordance with the Privacy Policy and applicable data protection legislation.


16. CONTINUOUS IMPROVEMENT

Complaint outcomes are periodically reviewed to:

  • improve services;

  • identify recurring issues;

  • strengthen supplier performance;

  • enhance customer experience;

  • improve operational procedures.