Complaints Procedure

At SkyTerminal Limited, we strive to provide exceptional travel booking services and customer support. We understand that sometimes things don't go as planned, and we are committed to resolving any issues you may experience.

This complaints procedure outlines how you can raise concerns about our services and what you can expect from us in terms of response and resolution. We take all complaints seriously and use them as opportunities to improve our services.

Our complaints handling process is designed to be fair, transparent, and efficient. We aim to resolve most complaints quickly and to your satisfaction, while ensuring we learn from any issues to prevent them from happening again.

Please note that complaints about airline services (flight delays, cancellations, baggage issues, etc.) should be directed to the operating airline first, as they are responsible for the actual provision of flight services.

You can submit a complaint to us through any of the following methods:

Email (Preferred Method): • Email Address: complaints@skyterminal.co.uk • Subject Line: Include "COMPLAINT" and your booking reference • Response Time: Within 48 hours

Phone: • Phone Number: +44 74 66 33 5677 • Hours: Monday to Friday, 9:00 AM - 6:00 PM GMT • Ask for: Customer Service Manager

Written Letter: • Address: SkyTerminal Limited, Complaints Department, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ • Mark Envelope: "COMPLAINT - URGENT"

Information to Include: • Your full name and contact details • Booking reference number (if applicable) • Date of travel or booking • Clear description of the issue • What resolution you are seeking • Any supporting documentation (receipts, emails, etc.) • Previous correspondence reference numbers

Initial Acknowledgement: • Email Complaints: Acknowledged within 48 hours • Phone Complaints: Immediate acknowledgement during call • Written Complaints: Acknowledged within 5 business days • Acknowledgement Includes: Complaint reference number and assigned handler

Investigation and Response: • Simple Complaints: Resolved within 5 business days • Complex Complaints: Resolved within 15 business days • Complaints Requiring Third-Party Input: Up to 30 business days • Progress Updates: Provided every 7 days for ongoing investigations

Final Response Will Include: • Summary of your complaint • Our investigation findings • Our decision and reasoning • Any compensation or remedial action offered • Information about escalation options if you remain unsatisfied

Many travel-related issues involve services provided directly by airlines or other third-party suppliers. Here's how we handle these situations:

Airline-Related Issues: • Flight Delays/Cancellations: We will assist you in contacting the airline and understanding your rights • Baggage Issues: Direct you to airline's baggage services and help with claim procedures • Onboard Service: Forward complaints to the airline and follow up on your behalf • EU261 Compensation: Provide guidance on claiming compensation directly from airlines

Our Role and Responsibilities: • Investigate any service failures on our part (booking errors, communication issues) • Liaise with airlines and suppliers on your behalf where appropriate • Provide clear information about where responsibility lies • Offer assistance and guidance throughout the process • Escalate to suppliers when we have contractual relationships

When We Take Direct Responsibility: • Booking errors or incorrect information provided by our staff • Failure to pass on special requests or requirements • Poor customer service or communication from our team • Delays in ticket issuance or documentation • Incorrect pricing or fare information

Consolidator and Supplier Issues: • We work with IATA-accredited consolidators and suppliers • We will investigate any issues with ticket validity or supplier performance • We maintain professional relationships to resolve issues quickly • We will provide alternative arrangements where possible if suppliers fail to deliver

If you are not satisfied with our initial response to your complaint, you have several escalation options:

Internal Escalation: • Step 1: Request review by Customer Service Manager • Step 2: Escalation to Operations Director • Step 3: Final review by Company Director • Timeframe: Each escalation level has 10 business days to respond • How to Escalate: Email complaints@skyterminal.co.uk with "ESCALATION REQUEST"

External Escalation Options: • ABTA (Association of British Travel Agents): If we are ABTA members • ATOL (Air Travel Organiser's Licence): For package travel complaints • Citizens Advice Consumer Service: For general consumer advice • Trading Standards: For serious breaches of consumer law • Small Claims Court: For financial disputes under £10,000

Alternative Dispute Resolution (ADR): • We participate in approved ADR schemes where applicable • ADR provides independent mediation for unresolved disputes • Usually free or low-cost for consumers • Decisions may be binding depending on the scheme • We will provide ADR information in our final response letters

When to Consider External Options: • You have completed our internal complaints process • You remain unsatisfied with our final response • You believe we have breached consumer protection laws • You are seeking compensation beyond our offer

Our Record Keeping Practices: • Complaint Registration: All complaints are logged within 24 hours of receipt • Unique Reference Numbers: Each complaint receives a tracking reference • Documentation: All correspondence and evidence is securely stored • Progress Tracking: Regular updates are recorded in our system • Resolution Records: Final outcomes and any compensation are documented

Data Retention: • Complaint Records: Retained for 6 years from resolution date • Supporting Documentation: Kept for the same period as complaint records • Legal Disputes: Records retained until all legal proceedings are concluded • Data Protection: All records handled in accordance with UK GDPR

Your Rights Regarding Records: • Access: You can request copies of your complaint records • Correction: You can request corrections to inaccurate information • Privacy: Your complaint information is kept confidential • Sharing: Records only shared with relevant parties for resolution purposes

Quality Monitoring: • Regular review of complaint trends and patterns • Monthly reporting to senior management • Annual analysis for service improvement initiatives • Staff training updates based on complaint learnings • Process improvements implemented based on feedback

We are here to help resolve any issues you may have. Please don't hesitate to contact us using any of the methods below:

Complaints Department: • Email: complaints@skyterminal.co.uk • Phone: +44 74 66 33 5677 • Address: SkyTerminal Limited, Complaints Department, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

General Customer Service: • Phone: +44 74 66 33 5677 • Hours: Mon-Fri, 9:00 AM - 6:00 PM GMT

Quick Tips for Faster Resolution: • Have your booking reference number ready • Provide clear, specific details about the issue • Include any relevant documentation or evidence • Specify what resolution you are seeking • Keep records of all communications