Effective Date: July 29, 2026
1. Objective of the Policy
At FlySailStay Travels, we are committed to providing high-quality travel products and services and maintaining a positive experience for our customers. We value customer feedback and complaints as they help us identify areas for improvement and enhance our products, services, and customer support.
We are committed to responding to customer concerns promptly, fairly, and professionally and to resolving complaints as efficiently as possible.
The purpose of this policy is to ensure that:
- Customers are aware of how to lodge and manage a complaint.
- Customers and staff understand our complaints handling process.
- Every complaint is reviewed objectively and impartially.
- Customer personal information is handled securely and confidentially.
- Each complaint is considered based on its individual circumstances and available information.
2. What is a Complaint?
A complaint is an expression of dissatisfaction made by a customer regarding a travel service, product, booking, or experience provided or arranged by FlySailStay Travels.
3. How to Make a Complaint
If you are dissatisfied with any service provided or arranged by us, we encourage you to first contact the staff member who assisted you with your booking or travel arrangements.
If your concern cannot be resolved or you prefer to make a formal complaint, you may contact us through:
Email: info@flysailstaytravels.com
India: +91 836 833 4408 | +91 728 989 9658
Australia: +61 1800 965 864
Office: 017, Tower-A, Logix Technova, Sector 132, Noida – 201304, India
You may also submit a complaint through our website or speak directly with a member of our customer service team.
Our complaints handling process is free of charge.
4. Information Required to Process Your Complaint
To help us investigate and resolve your complaint efficiently, we may request:
- Your name and contact details.
- Booking or reservation details.
- Details of the person or team you have been dealing with.
- A clear description of your complaint.
- Details of any steps already taken to resolve the issue.
- Copies of relevant correspondence or communications.
- Copies of supporting documents, receipts, booking confirmations, or other relevant evidence.
We may contact you if additional information or clarification is required.
5. Assistance When Making a Complaint
Our team will provide reasonable assistance if you require help in submitting or explaining your complaint. Please let us know if you need any additional support when lodging your complaint.
6. Recording and Managing Complaints
We may record relevant information relating to your complaint, including the nature of the complaint, supporting information, communications, investigation outcomes, and actions taken.
Complaint information may also be reviewed by management to identify recurring issues and improve our products, services, and business practices.
Personal information collected in connection with a complaint will be handled in accordance with our Privacy Policy and applicable privacy laws.
Where a third-party travel supplier, such as an airline, hotel, tour operator, cruise company, car rental provider, or insurance provider, is involved, we may need to share relevant information with that supplier to investigate and resolve the complaint.
7. Acknowledgement and Response
We aim to acknowledge your complaint promptly and resolve it within 21 days. Some complaints may take longer due to their complexity or the involvement of third-party travel suppliers.
If additional time is required, we will provide an update and, where possible, advise you of the expected timeframe for resolution.
Once the investigation is complete, we will communicate our findings and any action taken or proposed to address the matter.
Customers may contact us at any time to request an update regarding the status of their complaint.
We will handle all complaints fairly, objectively, and without discrimination. Lodging a complaint will not adversely affect the services we provide to you.
8. Our Complaint Resolution Process
Our complaints process generally follows these steps:
- Acknowledge – We acknowledge receipt of your complaint.
- Review – We review the complaint and determine whether additional information is required.
- Investigate – We assess the relevant information, documents, communications, and circumstances objectively.
- Respond – We communicate our findings and explain any action taken or proposed.
- Take Action – Where appropriate, we take corrective action or improve our business practices and procedures.
- Record & Improve – We record relevant complaint information to support ongoing service improvement and monitoring.
9. Complaints About Our Employees
If your complaint concerns a member of our staff, we will handle the matter fairly, confidentially, and impartially.
We may investigate the relevant circumstances, speak with the people involved, and provide the staff member with an appropriate opportunity to respond.
We will take reasonable steps to ensure that complaints are handled objectively and professionally.
10. Complaints Involving Third Parties
Some travel services arranged by FlySailStay Travels are provided by independent third-party suppliers, including airlines, hotels, tour operators, cruise companies, transportation providers, and insurance companies.
Where your complaint relates to a third-party supplier, we may need to refer the matter to that supplier or work with them to investigate and resolve your concern.
While we will make reasonable efforts to assist in resolving such complaints, the final resolution may depend on the policies and decisions of the relevant third-party supplier.
11. Escalation of Complaints
We will make reasonable efforts to resolve your complaint directly with you.
If you are not satisfied with the outcome, you may contact us again to request further review. Where applicable, we will provide information about relevant external dispute resolution or consumer protection authorities.
12. Privacy and Confidentiality
We respect your privacy and take reasonable steps to protect personal information provided during the complaints process.
Your information will only be used or disclosed where reasonably necessary to investigate and resolve your complaint, provide requested services, comply with legal obligations, or as otherwise permitted by applicable law.
For more information, please refer to our Privacy Policy.
13. Your Consumer Rights
Nothing in this Complaints Handling Policy limits or excludes any rights or remedies available to you under applicable consumer protection laws.
Customers may also contact the relevant consumer protection or regulatory authority in their jurisdiction where appropriate.
14. Contact Us
If you have a question, concern, or complaint, please contact FlySailStay Travels:
FlySailStay Travels
Australia Office
Levels 4 & 5, 15 Moore Street, Canberra ACT 2601, Australia
+61 1800 965 864
India Office
Office: 017, Tower-A, Logix Technova, Sector 132, Noida – 201304, India
+91 836 833 4408 | +91 728 989 9658
Email: info@flysailstaytravels.com
Website: https://flysailstaytravels.com
FlySailStay Travels may update this Complaints Handling Policy from time to time to reflect changes in our services, business practices, or legal obligations. The latest version will be published on our website and will become effective from the date of publication.
