Complaint Procedure

Here at The Luxury Lounge Group we hope your travel arrangements run as smoothly as possible and you enjoy your time abroad. In the event you have a complaint on your journey or whilst you are abroad it is highly recommended that you immediately inform your representative from your airline or travel supplier. In the event you do not have a representative then we suggest you follow the procedure on your holiday vouchers as these have twenty-four hour emergency contact details and email addresses with clear instructions of what to do in the event of an emergency.

If you do not have access to these then you must report this to the hotel representative who can put this in writing that you have registered a complaint. If your complaint is during office hours Monday – Saturday then you can contact your local Luxury Lounge Group branch who will then take the complaint up with your supplier on your behalf and liaise with you directly. If you do not follow this procedure and you fail to report your problem, you will have less opportunity to investigate and rectify your complaint upon return. If you have no written report or evidence to back up your complaint you may find your level of compensation is reduced or you may not receive any at all therefore we recommend all complaints are reported whilst abroad. We also recommend any expenditure you have occured due to a failed service you keep all your receipts. It is unlikely you will be able to make a claim on return for compensation of expenditure if you have not followed this process.

If your complaint was not resolved whilst abroad and you would like to take this further, all complaints must be received in writing to your local branch of Luxury Lounge or Spalding Travel immediately upon return or no later than 28 days after your return date. Your complaint may be accepted as a form of email with your evidence attached and can be emailed to the store in which you’re booking was made.

Please be aware that most suppliers require at least 28 days to acknowledge your complaint and further 28 days to gain a full response as they will need to run a full investigation with any third party suppliers involved and we need to allow time to gain a full response from these suppliers.

If you have a complaint against the service you have received from Luxury Lounge Group then this can be emailed to Customer Relations and will be looked at by our company director Christina Purcell.

The Luxury Lounge Group take all complaints very seriously and appreciate any feedback to help improve our service for the future. The email address to send these complaint to: customerrelations@holidaywithus.co.uk or you can send via post to the attention of: Christina Purcell, Luxury Lounge Group, 33 Market Place, Wisbech, Cambs, PE13 1DP. All complaints will be responded to within 28 days of receiving the letter and you will receive an acknowledgement to advise your letter of complaint has been received.

If we are unable to settle your complaint our membership of ABTA means you have access to ABTA’s dispute resolution process, which has been approved by the Chartered Trading Standards Institute. This is designed to try to resolve your complaint go to www.abta.com for information and to register your complaint.

Price Match promise

Luxury Lounge has a price match policy where they will endeavour to match any like for like online price however this price needs to have the following:

The holiday found needs to be a live price and available on a live systems as many online companies do not show live pricing and the price in only confirmed once an email confirmation has been received from the company.
All price match quotes need to be seen in writing so we can offer like for like against the quote you have received.
Once we have received your quote we will check what company your price is with and check if this company is showing live prices. We will inform you of our findings.
Luxury Lounge Group search live prices on all airline and hotel systems therefore all prices given are available at that time however due to the inflation and deflation of low cost carrier flights prices can change at any time therefore prices are only valid at the time they are given.

Luxury Lounge may not be able to match all quotes as on a very rare occasion our competitors may have a contract price that we are unable to obtain,however we will do our upmost to get as close to the price as possible.

Luxury Lounge Group pride ourselves on service and we always do our upmost to ensure your holiday runs as smooth as possible as client satisfaction is the most important part of our service.