Here at Kreative Cruises we hope your travel arrangements run as smoothly as possible and you enjoy your time abroad. In the event you have a complaint about your holiday whilst you are abroad it is highly recommended that you immediately contact us or a representative of the local supplier (local supplier's contact number is always given on the vouchers given to you). In an event where there is no representative then we suggest you follow the procedure on your holiday vouchers as these have twenty-four hour emergency contact details like a phone number or an email address with clear instructions of what to do in the event of an emergency.
You must also report this to the hotel reception / hotel representative who can try and resolve the problem. If your complaint is during 8:00am & 8:00pm Monday to Friday - UK time, then you can contact our office on 0203 789 2400 (option 2) and speak to the customer services or the agent who booked your holiday who will then take the complaint up with your supplier on your behalf and liaise with you directly. If you do not follow this procedure and you fail to report your problem either to Us or the Supplier / Tour Operator whilst you are on your holiday, you will have less opportunity to investigate and rectify your complaint upon return. If you have no written report or evidence to back up your complaint you may find your level of compensation from the Supplier / Tour Operator is reduced or you may not receive any at all therefore we recommend all complaints are reported whilst abroad. Any medical claims if you wish to include in your complaint should be accompanied by relevant documents for proof and a letter from your GP for the Supplier / Tour Operator to be considered.
We also strongly recommend any expenditure you have incurred due to a failed service which is a part of your holiday as booked, you keep all your receipts. It is highly unlikely that you will be able to make a claim on return for compensation of expenditure if you have not followed this process.
If your complaint was not resolved whilst abroad and you would like to take this further, we must receive all complaints in writing immediately upon return or no later than 28 days after your return date. Your complaint may only be accepted as a form of an email with your evidence attached and should be emailed to [email protected]
including your full name and our booking reference number.
We as your travel agents would then forward your complaints to the relevant Suppliers / Tour Operators and would represent you and handle your complaint on your behalf with them. We would keep you updated via email with all our communications with the relevant suppliers promptly and would do our best to resolve your complaints and help you get an appropriate solution.
Please be aware that most suppliers require at least 7 to 10 working days to acknowledge your complaint and further 28 working days to gain a full response as they will need to run a full investigation with any third party suppliers / local suppliers involved and we need to allow time to gain a full response from these suppliers.
We are very proud that we take utmost care about our Clients' needs & look after them very well. However, in an unlikely event if you have a complaint against the service you have received from Us then this can be emailed to [email protected]
and we would do our best to resolve your queries / complaints. We take all complaints very seriously and appreciate any feedback to help improve our service for the future.
All complaints will be acknowledged within 7 working days and would be responded to with a suitable solution within 28 days of receiving the email.