RIGHTS, COMPLAINTS AND SUPPORT
Rights, complaints and support for bookings managed through TravelOne B2B
Rights, complaints and support for bookings managed through TravelOne B2B
The portal is B2B and the Agency is a professional partner. This page establishes the route of support and complaints between the Agency and TravelOne and reminds that the imperative rights of the passenger, tourist or final guest remain applicable according to the service and the law.
The agency can submit requests regarding booking/confirmation, payment/reconciliation, flight, hotel, City Break/package, changes, cancellations, refund and incidents at the destination. For each case, the specific references of the reservation are used.
The agency shall indicate the name of the agency and the user, the booking number, PNR/RLOC/confirmation number, the dates of the trip, the clear description of the problem, the action requested and the documents available. For incidents at the destination, photos, confirmations and relevant contacts shall be included.
Ongoing issues must be reported immediately to allow for on-site remediation. The Agency must ensure prompt communication with the end customer in the event of a schedule change, flight cancellation, hotel change, delay or other critical incident.
The agent submits the cancellation request and the necessary comments. TravelOne checks the provider's rules and approves or rejects the request. Cancellation and refund are distinct processes; a refund becomes final only after the corresponding status has been processed and updated.
Requests related to air transport are handled according to the tariff rules, the conditions of the carrier and the applicable mandatory rules. TravelOne assists the Agency and directs to the carrier requests that are exclusively related to its obligations.
Hotel problems are immediately reported to the property and TravelOne/Agency. The supplier must be able to remedy the problem when possible.
For a product in which TravelOne has its own obligations as an organizer or other regulated role, these obligations are not eliminated by the fact that the reservation is distributed B2B. The agency transmits to the end customer the information and options received from TravelOne.
TravelOne acknowledges receipt and investigates the request according to the complexity and response time of the provider. The parties try to amicably resolve the dispute where reasonable. For the B2B relationship governed by the current contract, the dispute mechanism provided for in that contract applies.
The Agency must inform the end customer about the price, included/excluded services, payment terms, modification/cancellation/refund, travel documents and the complaints procedure. No B2B clause limits the mandatory rights of the end customer granted to it by law.
Official channel for complaints and B2B support: helpdesk@travelone.eu; tel. +373 78850108. For City Break/packages, this channel works as 24/7 support.
+373 76 500 112
helpdesk@travelone.eu
