Effective Date: 18 July 2026
Version: 1.0
Last Reviewed: 18 July 2026
Travellin is committed to providing a professional, transparent and reliable travel discovery experience. We value feedback and take complaints seriously as an opportunity to improve our Platform and customer experience.
As an independent affiliate travel platform, Travellin does not provide, operate or fulfil the travel services listed on the Platform. Bookings are completed directly with third-party travel providers. Accordingly, complaints relating to the performance of travel services, such as flights, accommodation, transport or package holidays, should normally be addressed directly to the relevant provider.
This Complaints Procedure explains how complaints relating to the Travellin Platform are handled, when complaints should be directed to a travel provider and what users can expect during the complaints process.
Travellin aims to provide accurate travel information and a user-friendly platform for discovering and comparing travel services.
If users are dissatisfied with any aspect of the Platform that is within Travellin’s control, they are encouraged to submit a complaint so it can be reviewed fairly and efficiently.
This procedure applies to complaints concerning:
This procedure does not apply to complaints about travel services supplied by third parties.
Users may submit complaints regarding matters including:
Each complaint will be assessed individually.
Travellin acts as an affiliate travel platform and is not:
Complaints concerning any booked travel service should normally be directed to the relevant provider, including issues relating to:
Travellin cannot investigate or resolve disputes relating to services delivered by independent travel providers.
When submitting a complaint relating to Travellin, users should provide:
Providing complete information helps facilitate a timely review.
To assist the investigation, users should explain:
Supporting documentation may help clarify the circumstances.
Upon receipt of a complaint relating to the Platform, Travellin will:
Where a complaint concerns a third-party travel provider, Travellin may advise the user to contact the relevant provider directly.
Response times may vary depending on:
Travellin aims to respond within a reasonable timeframe but cannot guarantee a specific resolution period for every complaint.
As an affiliate travel platform, Travellin does not accept or process bookings on behalf of travel providers.
If your complaint concerns a booking, you should contact the travel provider with whom your booking was completed.
Examples include:
The provider responsible for delivering the travel service is responsible for investigating and resolving such complaints.
Travellin does not process payments for bookings made through third-party travel providers unless expressly stated otherwise.
Payment-related complaints should normally be directed to the organisation that accepted your payment.
Examples include:
Users should retain payment receipts and booking confirmations when contacting the relevant provider.
Travellin aims to ensure that information published on the Platform is accurate and regularly reviewed.
Users may report concerns relating to:
Where appropriate, Travellin will investigate and update the relevant content.
Users may contact Travellin regarding issues affecting their Platform account, including:
For security reasons, additional verification may be required before account-related requests can be processed.
Travellin is committed to improving accessibility for all users.
Accessibility complaints may include:
Constructive feedback helps improve the accessibility of the Platform over time.
Users who believe their personal information has been handled incorrectly may submit a privacy-related complaint.
Privacy complaints may concern:
Privacy complaints will be handled in accordance with Travellin’s Privacy Policy and applicable data protection legislation.
Users are encouraged to report suspected:
Reports should include sufficient information to enable an appropriate review.
When submitting a complaint, users should:
Providing clear and complete information assists in the efficient handling of complaints.
Travellin aims to handle complaints in a manner that is:
Each complaint is considered on its own facts and circumstances.
Where a complaint concerns matters within Travellin’s control, the investigation may include:
Travellin will only investigate issues relating to services or activities under its control.
Following an investigation, Travellin may, where appropriate:
The appropriate outcome will depend on the circumstances of each complaint.
Travellin cannot determine disputes involving:
These matters remain the responsibility of the relevant travel provider or competent authority.
If a user believes their concern has not been addressed appropriately, they may request that the complaint be reviewed internally where applicable.
Depending on the nature of the complaint, users may also have the option to seek advice or assistance from:
Nothing in this procedure limits any legal rights available under applicable law.
Travellin analyses complaints to help identify opportunities to:
Constructive feedback contributes to the ongoing development of the Platform.
Travellin may retain complaint records for a reasonable period in accordance with applicable legal obligations, internal retention policies and the Privacy Policy.
Records may include:
Personal information will be handled in accordance with applicable data protection legislation.
Before submitting a complaint, please ensure you have:
Providing complete and accurate information will help facilitate a timely review.
Users should avoid:
No. If your complaint concerns an airline or another travel provider, it should be submitted directly to that provider. Travellin cannot investigate or determine disputes relating to services supplied by independent third parties.
No. As an affiliate travel platform, Travellin is not the merchant of record and does not process refunds for bookings made with third-party travel providers. Refund requests must be directed to the provider that accepted your booking and payment.
Travellin can investigate matters within its control, including:
Resolution times vary depending on the complexity of the issue, the information provided and whether additional enquiries are required. Travellin aims to respond within a reasonable timeframe but cannot guarantee a fixed resolution period.
Complaint information will be handled in accordance with Travellin’s Privacy Policy and applicable data protection legislation. Information will only be used as necessary to investigate and respond to the complaint.
Yes. Nothing in this Complaints Procedure limits your statutory rights or any legal remedies available under applicable consumer protection or data protection laws.
Complaint
A formal expression of dissatisfaction regarding the Travellin Platform or services within Travellin’s control.
Complainant
The individual or organisation submitting a complaint.
Affiliate Platform
A website that introduces users to third-party travel providers. The affiliate platform does not supply, operate or fulfil the travel services offered by those providers.
Travel Provider
An airline, hotel, tour operator, car hire company, cruise line or other organisation responsible for providing the travel service booked by the customer.
Merchant of Record
The organisation responsible for accepting payment, processing transactions and managing financial obligations for a booking.
Resolution
The outcome reached after reviewing and investigating a complaint.
| Version | Date | Description |
|---|---|---|
| 1.0 | 18 July 2026 | Initial publication |
This Complaints Procedure should be reviewed:
This Complaints Procedure applies only to matters within the control of Travellin.
Travellin is an independent travel discovery and affiliate platform. We do not organise, sell, operate or fulfil the travel services offered by third-party providers, and we are not the merchant of record for bookings completed with those providers.
Complaints relating to flights, accommodation, package holidays, transport services, refunds, cancellations, service quality or other travel arrangements supplied by third parties must be directed to the relevant travel provider in accordance with their complaints procedure and applicable terms and conditions.
Nothing in this Complaints Procedure limits any statutory rights available under applicable law.
Travellin recommends that users:
Travellin is committed to handling Platform-related complaints fairly, transparently and professionally while continually improving the quality, accessibility and reliability of the services within our control.
