Customer Grievance & Complaint Policy

Customers, travellers, authorised booking representatives and, where appropriate, persons directly affected by a KD Holidayz service may submit a complaint.

Complaints may relate to bookings, payments, quotations, flights, hotels, tour packages, visa assistance, insurance assistance, communication, documentation, supplier services or other travel-related services provided or arranged by KD Holidayz.

Customers are encouraged to contact KD Holidayz as soon as an issue arises. For problems during travel, customers should also notify the relevant hotel, airline, DMC, transport provider or activity operator immediately where that supplier is best placed to resolve the issue.

Complaints should preferably be submitted in writing by email to info@kdholidayz.in. Customers may also contact KD Holidayz by phone or WhatsApp using the official contact details. The complaint should include the booking/reference number, traveller name, date of service, description of the issue and supporting documents where available.

To help us investigate efficiently, customers should provide relevant invoices, booking confirmations, photographs, receipts, correspondence, supplier reports, payment references and any other evidence supporting the complaint.

For urgent issues affecting an ongoing trip, customers should contact KD Holidayz and the relevant supplier immediately. Delaying notification until after the trip may reduce the ability of KD Holidayz or the supplier to investigate or correct the issue.

KD Holidayz will endeavour to acknowledge receipt of a written complaint within a reasonable period. The time required to investigate may depend on the complexity of the matter and whether information must be obtained from an airline, hotel, DMC, insurer, visa provider or other supplier.

Complaints will be reviewed based on the booking records, communications, supplier information, applicable terms and conditions, supporting evidence and relevant law. KD Holidayz may request additional information from the customer.

Where the complaint concerns an independent supplier, KD Holidayz may communicate with that supplier and assist the customer. The supplier may have its own complaint, refund or compensation process and its decision may determine the available remedy, subject to applicable law.

If a customer is dissatisfied with the response, the matter may be escalated internally by requesting a review from the management of KD Holidayz. The customer should provide the previous complaint reference and explain the specific unresolved issue.

A complaint does not automatically create an entitlement to a refund or compensation. Any refund, credit, replacement or compensation will depend on the applicable booking terms, supplier rules, insurance policy, applicable law and facts of the case.

Visa decisions are made by the relevant embassy, consulate or immigration authority. KD Holidayz can review complaints regarding its own assistance or communication but cannot overturn or guarantee a government visa decision.

Insurance claim decisions are made by the relevant insurer. KD Holidayz may assist with communication where appropriate, but insurance disputes should also be raised directly with the insurer under its claims or grievance procedure.

Privacy-related complaints concerning personal information may be submitted to info@kdholidayz.in with the subject line Privacy Complaint – KD Holidayz. Such matters will be handled in accordance with the KD Holidayz Privacy Policy and applicable data protection requirements.

Where a matter is regulated or controlled by an airline, insurer, hotel, visa authority, payment provider or other third party, customers may also use the grievance or complaint mechanism provided by that organisation.

KD Holidayz may request evidence where a complaint involves disputed transactions, suspected fraud or conflicting information. Threatening, abusive or unlawful communications will not be treated as a substitute for the formal complaint process.

KD Holidayz will handle complaint information appropriately and may share relevant information with suppliers, insurers, payment providers, authorities or other parties where necessary to investigate or resolve the complaint and where permitted by applicable law.

KD Holidayz may retain complaint records and related communications for reasonable business, legal, accounting, dispute-resolution or compliance purposes in accordance with applicable law and its Privacy Policy.

Nothing in this policy limits any rights or remedies available to a customer under applicable law.

KD Holidayz, Registered Proprietorship. Privacy/Complaint Email: info@kdholidayz.in

KD Holidayz may update this policy from time to time to reflect changes in services, law or internal processes. The current version will be published on the website.

Customers are encouraged to raise issues promptly and provide complete information so that KD Holidayz and relevant suppliers have a reasonable opportunity to investigate and resolve the matter.