Complaints and Dispute Resolution

We aim to provide careful, responsive and professional travel-planning support. If something does not meet your expectations, please tell us as soon as possible so we can try to help.

1. If an issue happens while travelling

If a problem arises during travel, please contact the local supplier and our team as soon as reasonably possible. Many travel issues can be resolved more effectively while you are still at the destination.

Keep relevant records, such as receipts, photos, names, dates, messages and supplier responses.

2. How to make a complaint

Please email us at [email protected] with:

• lead traveller name;
• booking reference, if available;
• travel dates;
• clear description of the issue;
• what you have already done to resolve it;
• supporting documents or evidence;
• the outcome you are seeking.

3. What we will do

We will acknowledge your complaint within a reasonable time and investigate the issue. This may require contacting hotels, airlines, guides, local operators, payment providers or other suppliers.

Some supplier responses can take time, especially where the matter involves overseas operators, airlines, refunds, insurance, weather disruption or multiple parties.

4. Supplier complaints

Where the complaint relates to a supplier’s service, we may need to raise the issue with that supplier. Any remedy may depend on supplier terms, applicable law and the circumstances.

5. Escalation

If we cannot resolve the matter directly, you may have options such as:

• your travel insurer;
• your payment provider or bank;
• the Disputes Tribunal or other applicable dispute body;
• Consumer Protection NZ or the Commerce Commission for misleading-trading concerns;
• an Australian consumer authority if Australian law applies.

6. Contact

Luxury Thailand Tour / Travel Asia Limited

Email: [email protected]

Phone: +64 26 600 0017