At viaflights.uk, we strive to provide our customers with a seamless and enjoyable flight booking experience. However, we understand that there may be instances where our customers may encounter issues or have concerns. In such cases, we have established a transparent and efficient complaints resolution process to address and resolve any complaints promptly.
Customers can lodge a complaint through the following channels:
Online Complaint Form: Visit our website and navigate to the "Contact Us" section, where you will find an online complaint form. Provide detailed information about your concern, and our customer support team will review it.
Email: Send an email to complaints@viaflights.uk with the subject line "Complaint - [Booking Reference Number]." Please include your booking reference number and detailed information about the issue.
Phone: Call our customer support hotline at [your customer support number] and inform the agent that you would like to file a complaint. Provide your booking reference number and a detailed description of your concern.
Upon receiving a complaint, our customer support team will follow these steps:
Acknowledgment: We will acknowledge receipt of your complaint within 24 hours and provide you with a unique reference number for tracking purposes.
Investigation: Our team will thoroughly investigate the issue, consulting relevant departments and records to understand the nature of the problem.
Resolution: We will work diligently to resolve the complaint as quickly as possible. The resolution process may involve communication with airlines, third-party service providers, or other relevant parties.
Communication: We will keep you informed of the progress throughout the resolution process. If additional information is needed, we will contact you promptly.
If you are not satisfied with the initial resolution, you may escalate your complaint by contacting our Customer Relations Department at customer.relations@viaflights.uk Please include your reference number and any additional relevant details.
We value your feedback and use it to improve our services. After your complaint is resolved, you will receive a satisfaction survey. Your input is essential to our continuous efforts to enhance customer experience.
We regularly review and update our complaints policy to ensure it remains effective and aligned with best practices. Any updates will be communicated on our website.
Thank you for choosing VIAFlights Ltd We appreciate your trust, and we are committed to providing you with excellent service.