Complaints Handling Policy
Effective Date: November 13, 2026
1. Objective of the Policy
At IDMS Tours, we are committed to providing high-quality travel products and services while ensuring a positive and satisfying experience for our customers. We value customer feedback and complaints as they help us identify areas for improvement and enhance our services, travel experiences, and customer support.
We are committed to addressing customer concerns promptly, fairly, and professionally and resolving complaints as efficiently as possible.
The purpose of this policy is to ensure that:
Customers understand how to submit and manage a complaint.
Customers and staff are aware of our complaint-handling process.
Every complaint is reviewed objectively and impartially.
Customer personal information is handled securely and confidentially.
Each complaint is assessed based on its individual circumstances and available information.
2. What is a Complaint?
A complaint is an expression of dissatisfaction made by a customer regarding any travel service, product, booking, reservation, tour package, or travel experience provided or arranged by IDMS Tours.
3. How to Make a Complaint
If you are dissatisfied with any service provided or arranged by us, we encourage you to first contact the team member who assisted you with your booking or travel arrangements.
If your concern cannot be resolved or you wish to make a formal complaint, you may contact us through the following channels:
Email: info@idmstours.co.in
Phone: +91 99585 97854
Office: Lado Sarai, New Delhi, India
You may also submit your complaint through our website or speak directly with a member of our customer support team.
Our complaints-handling process is free of charge.
4. Information Required to Process Your Complaint
To help us investigate and resolve your complaint efficiently, we may request the following information:
Your name and contact details.
Booking or reservation reference details.
Details of the person or team you have been communicating with.
A clear description of your complaint.
Details of any steps already taken to resolve the issue.
Copies of relevant correspondence or communications.
Supporting documents, receipts, booking confirmations, or other relevant evidence.
We may contact you if additional information or clarification is required.
5. Assistance When Making a Complaint
Our team will provide reasonable assistance if you need help submitting or explaining your complaint. Please let us know if you require any additional support when lodging your complaint.
6. Recording and Managing Complaints
We may record relevant information relating to your complaint, including the nature of the complaint, supporting documents, communications, investigation findings, and actions taken.
Complaint information may also be reviewed by our management team to identify recurring issues and improve our travel services, customer support, and business practices.
Personal information collected in connection with a complaint will be handled in accordance with our Privacy Policy and applicable privacy laws.
Where a third-party travel supplier, such as an airline, hotel, tour operator, cruise company, transportation provider, or travel insurance provider, is involved, we may need to share relevant information with that supplier to investigate and resolve your complaint.
7. Acknowledgement and Response
We aim to acknowledge your complaint promptly and resolve it within 21 days. However, some complaints may take longer depending on their complexity or the involvement of third-party travel suppliers.
If additional time is required, we will provide an update and, where possible, advise you of the expected timeframe for resolution.
Once the investigation is complete, we will communicate our findings and any action taken or proposed to address the matter.
Customers may contact us at any time to request an update regarding the status of their complaint.
We will handle all complaints fairly, objectively, and without discrimination. Lodging a complaint will not adversely affect the services we provide to you.
8. Our Complaint Resolution Process
Our complaints-handling process generally follows these steps:
Acknowledge – We acknowledge receipt of your complaint.
Review – We review the complaint and determine whether additional information is required.
Investigate – We assess the relevant information, documents, communications, and circumstances objectively.
Respond – We communicate our findings and explain any action taken or proposed.
Take Action – Where appropriate, we take corrective action or improve our business practices and procedures.
Record & Improve – We record relevant complaint information to support ongoing service improvement and monitoring.
9. Complaints About Our Employees
If your complaint concerns a member of our staff, we will handle the matter fairly, confidentially, and impartially.
We may investigate the relevant circumstances, speak with the people involved, and provide the staff member with an appropriate opportunity to respond.
We will take reasonable steps to ensure that complaints are handled objectively and professionally.
10. Complaints Involving Third Parties
Some travel services arranged by IDMS Tours are provided by independent third-party suppliers, including airlines, hotels, tour operators, cruise companies, transportation providers, and travel insurance companies.
Where your complaint relates to a third-party supplier, we may need to refer the matter to that supplier or work with them to investigate and resolve your concern.
While we will make reasonable efforts to assist in resolving such complaints, the final resolution may depend on the policies, terms, conditions, and decisions of the relevant third-party supplier.
11. Escalation of Complaints
We will make reasonable efforts to resolve your complaint directly with you.
If you are not satisfied with the outcome, you may contact us again to request further review by our management team.
Where applicable, we will provide information about relevant external dispute resolution services or consumer protection authorities.
12. Privacy and Confidentiality
We respect your privacy and take reasonable steps to protect personal information provided during the complaints process.
Your information will only be used or disclosed where reasonably necessary to investigate and resolve your complaint, provide requested services, comply with legal obligations, or as otherwise permitted by applicable law.
For more information, please refer to our Privacy Policy.
13. Your Consumer Rights
Nothing in this Complaints Handling Policy limits or excludes any rights or remedies available to you under applicable consumer protection laws.
Customers may also contact the relevant consumer protection or regulatory authority in their jurisdiction where appropriate.
14. Contact Us
If you have any questions, concerns, or complaints, please contact us using the details below:
IDMS Tours
Office Address:
Lado Sarai, New Delhi, India
Phone:
+91 99585 97854
Email:
info@idmstours.co.in
Website:
https://idmstours.com/
IDMS Tours may update this Complaints Handling Policy from time to time to reflect changes in our services, business practices, or legal obligations. The latest version will be published on our website and will become effective from the date of publication.
