COMPLAINTS PROCEDURE

Last Updated: June 2026

1. Introduction

At ILOVEVOYAGE LTD, we are committed to providing excellent customer service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate and resolve the matter fairly and promptly.

This Complaints Procedure explains how complaints are handled and the steps customers should follow.

2. Scope

This procedure applies to complaints relating to:

• Bookings made through ILOVEVOYAGE;
• Customer service provided by ILOVEVOYAGE;
• Website functionality;
• Payment processing issues;
• Communication regarding bookings;
• Travel arrangements booked through our platform.

3. Before Making a Complaint

If your complaint relates to a travel service provided by:

• An airline;
• A hotel;
• A transfer provider;
• A tour operator;
• A car rental company;
• A visa service provider;

you should first attempt to resolve the issue directly with the supplier wherever possible.

Many issues can be resolved more quickly at the point where the service is being delivered.

4. How to Submit a Complaint

Complaints should be submitted in writing and include:

• Full name;
• Booking reference number;
• Contact details;
• Description of the complaint;
• Relevant supporting documentation;
• Details of any action already taken.

Complaints may be submitted by email to:

info@ilovevoyage.com

5. Complaint Acknowledgement

Upon receiving your complaint, we will:

• Acknowledge receipt within 5 business days;
• Provide a reference number where applicable;
• Begin reviewing the information provided.

6. Investigation Process

We will investigate the complaint by:

• Reviewing booking records;
• Contacting relevant suppliers where necessary;
• Examining supporting evidence;
• Assessing whether our obligations have been met.

Additional information may be requested during the investigation.

7. Response Time

We aim to provide a full response within:

28 calendar days

of receiving all necessary information.

Complex complaints involving third-party suppliers may require additional time.

Where delays occur, we will keep you informed of progress.

8. Resolution Options

Depending on the circumstances, possible outcomes may include:

• An explanation;
• An apology;
• Corrective action;
• Referral to the supplier;
• Refund consideration where applicable;
• Alternative arrangements where appropriate.

9. Complaints About Suppliers

ILOVEVOYAGE acts as an intermediary for many travel services.

Where the complaint concerns the performance of a supplier, we may:

• Assist in communicating with the supplier;
• Forward supporting evidence;
• Facilitate discussions where possible.

Final decisions regarding supplier services may remain the responsibility of the supplier.

10. Unacceptable Conduct

We are committed to treating customers fairly and respectfully.

We expect the same courtesy in return.

Abusive, threatening, discriminatory, or offensive behaviour towards our staff may result in communication being restricted or terminated.

11. Escalation

If you are dissatisfied with our response, you may request that your complaint be reviewed by a senior member of our team.

Any escalation request should be submitted within 14 days of receiving our response.

12. Governing Law

This Complaints Procedure shall be governed by the laws of England and Wales.

Any disputes arising from this procedure shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact Us

ILOVEVOYAGE LTD

66 Paul Street
London EC2A 4NA
United Kingdom

Email: info@ilovevoyage.com

Telephone: +44 20 3633 9415

Website: www.ilovevoyage.com