Trust Earned Travel’s (TET’s) goal is to facilitate the successful resolution of complaints involving the traveling public and businesses in the travel service industry. This includes complaints involving advertising and/or sale of travel related goods or services. Information concerning the nature and resolution of complaints filed with TET, when entered into TET’s database, can be viewed by the traveling public so that it may use this database as one criteria as to the reliability of a given travel service provider. TET accepts complaints whether or not the business is a TET seal holder.
TET generally does not handle complaints which are more effectively handled by other government or private agencies or the legal system, such as complaints involving employment practices, discrimination, or matters in litigation.
TET strongly encourages the traveler to first attempt to come to a satisfactory resolution of the complaint directly with the travel service provider from which the goods or services were purchased. Complaints, when possible, in addition to being forwarded to the travel service provider, are put into its database. When TET has been notified by both the party filing the complaint and the travel service provider that the complaint has been resolved, this is also so recorded.
Your complaint will be forwarded to the travel service provider within seven days when valid e-mail contact information is provided. The travel service provider will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the travel service provider’s response when we receive it (or notified that we received no response). Complaints are usually closed within one month of receipt.
TET reserves the right not to process complaints containing abusive or foul language. Further TET makes no representation that the submission of a complaint will end in a resolution satisfactory to the party entering the complaint.
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