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Policy

Complaints Handling Policy

Tell us what went wrong in writing. We acknowledge it, look into it, and reply with our findings and what we will do.

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Draft for legal review. This document has not yet been reviewed by a qualified legal professional.

1. What you can complain about

Anything about our own service: quotes, approvals, booking accuracy, communication, fees, payments and refunds we have handled. Complaints about an airline's service, such as delays, cancellations or baggage, are for the airline; we can help you identify the right route for bookings made through us.

2. How to raise it

Write to contact@rizwizenterprises.online with the subject "Complaint", your booking reference, what happened, and what outcome you are looking for. Attach any relevant messages. You can also address it to our Grievance Officer, who can be reached at the same address.

3. Our process

  1. Acknowledge: we confirm receipt promptly.
  2. Investigate: we check our records and, where needed, the airline's or payment provider's.
  3. Respond: we send a written reply with our findings and any remedy within the time allowed by applicable law.
  4. Close: we record the outcome and any change we make to prevent a repeat.

4. Grievance officer

Our Grievance Officer can be reached at contact@rizwizenterprises.online. The Consumer Protection (E-Commerce) Rules 2020 are a relevant framework for grievance handling.

5. If you are not satisfied

If our reply does not settle the matter, you may take it further. The Consumer Protection Act 2019 provides consumer dispute bodies and the National Consumer Helpline.

6. Fair treatment

Raising a complaint does not affect how we handle your current or future bookings.

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