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Complaints

RESOLUTION OF COMPLAINTS: The traveler has the right to submit a complaint due to unfulfilled agreed upon service.

The traveller is obligated to issue a written complaint to Zantium Travel within 8 days after the finalisation of the trip. Complaints issued after the deadline of 8 days will not be taken into consideration. We emphasise that it is in the best interest of the traveller to perform in good will and to show good will in solving the complaint during the trip and to submit the written complaint to the service provider on the spot (front desk, transport operator, caterer or travel agency in the destination) and to seek a written confirmation from the service provider that they received the complaint. Every traveller – contract carrier, issues a complaint individually. Zantium Travel will not take group complaints into consideration. Zantium Travel is obligated to issue a written solution for the complaint within 15 days after receiving the complaint and this is to be done in the way the complaint was received (e-mail, mail or personal delivery where it will be responded to through a written package with a return receipt).
Zantium Travel will solve only those complaints where the traveller submits evidence that the complaint has been submitted to the service provider on the spot and that the cause could not be removed on the spot. If through fault of Zantium Travel the program or a part of the service is unfulfilled, the traveller has a right to compensation to the height of the real value of the unused service but this cannot include services already used or the full cost of the arrangement.

REFUNDS FOR UNUSED SERVICES: No refunds will be made for unused services once travel arrangements have started.