Last Updated: September 16, 2026
At Haraya Group LLC, we are committed to maintaining and enhancing our reputation for providing you with high-quality products and services. We value complaints as they assist us in improving our products, services, and customer experience.
We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly and fairly as possible. This policy has been designed to provide guidance to both our customers and staff on the manner in which we receive and manage your complaint. We are committed to being consistent, fair, and impartial when handling your complaint.
The objective of this policy is to ensure:
In this policy, a complaint means an expression of dissatisfaction by a customer relating to a travel service facilitated or provided by us.
If you are dissatisfied with a travel service facilitated or provided by us, you should consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns, you can lodge a complaint with us in one of the following ways:
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing to ensure accuracy and a clear record.
When investigating your complaint, we will rely on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary.
To help us investigate your complaint quickly and efficiently, we will ask you for the following information:
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance, please inform us of this at the time you are lodging your complaint.
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome, and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our ongoing improvement plan, complaints will be monitored by management for any identifying trends, and rectification/remedial action will be taken to mitigate any identified issues.
If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint. Your personal details will be actively protected from disclosure, unless you expressly consent to its disclosure or it is required by law.
Where a third-party Travel Product Provider (such as a tour operator or hotel) was involved in your travel services, we may be required to speak with them to fully investigate your complaint.
We are committed to resolving your issues at the first point of contact; however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.
We will acknowledge receipt of your complaint within three (3) business days and keep you informed of the progress of your complaint throughout our complaint resolution process.
We are committed to resolving your complaint within 10 business days of you lodging your complaint; however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalize your complaint.
During the investigation of your complaint, we may need to seek further clarification or documentation from you to assist us in resolving your complaint. If we have sought clarification or documentation from you and we are waiting on you to provide this information, we may not be able to meet our 10 business day finalization commitment. In such circumstances, upon receipt of your clarification or documentation, we will indicate to you when we expect to finalize your complaint.
Once we have finalized your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.
You have the right to make inquiries about the current status of your complaint at any time by contacting us.
If you complain about a member of our staff, we will treat your complaint confidentially, impartially, and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people, and verifying explanations where possible.
We will also treat our staff member objectively by:
If your complaint is currently being investigated by a relevant consumer protection regulator or law enforcement agency in United States or the EU, we may cease to take further action in relation to your complaint pending finalization of their investigation. We will assist any agency with their investigations.
Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program.
However, if you are not satisfied with our proposed decision or actions, we will record this and provide you with information on how to escalate your complaint to relevant external dispute resolution bodies or consumer protection authorities in United States or within the EU, if applicable to your situation.
You reserve the right to refer your complaint to your relevant national or regional consumer protection agency or dispute resolution body at any time. For customers within the European Union, you can find information about relevant consumer rights and dispute resolution platforms (such as the Online Dispute Resolution platform) through your national consumer protection authority.
