Our support desk handles everything after your first enquiry: quotations, documentation, visa status, ticket changes, hotel requests and assistance while you are travelling. Every booking is assigned to one consultant who stays with you from quotation to homecoming.
How to reach us
- Email the support desk for written records of any request — this is the fastest route for document and visa queries.
- WhatsApp for quick updates, photographs of documents and status checks.
- Telephone our offices during working hours for bookings and payment queries.
- Travelling groups receive a 24x7 emergency number and the tour leader's direct line in their final documents pack.
Response commitments
- New enquiries: replied within one working day.
- Visa document reviews: within two working days of receiving a complete set.
- Booking amendments: acknowledged the same working day, confirmed once the airline or hotel responds.
- Emergency assistance while abroad: immediate, through the emergency number in your documents pack.
What to keep ready
- Booking reference, lead passenger name and travel dates.
- Passport copies of every traveller in the booking.
- For visa queries, the checklist we issued and the documents already submitted.
Complaints and escalation
1. Write to the support desk with your booking reference and a description of the issue.
2. If unresolved within five working days, ask for the matter to be escalated to the branch manager.
3. Final escalation is to the head office at Marthandam, who will respond in writing within fifteen working days.
Complaints regarding services delivered abroad must reach us within thirty days of your return so that we can take them up with the airline, hotel or ground operator involved.