Complaints

Complaints Management Procedures

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1. Complaints Received During the Trip in Jordan

1.1 Client Reporting

• Clients can report issues directly to our operations team, or through the accompanying driver or guide.

1.2 Immediate Action

• The operations team promptly addresses the issue on the spot to minimize any disruption to the client’s experience.

1.3 Documentation

• All resolved complaints are documented for internal records and future service improvement.

2. Complaints Received After the Trip

2.1 Receiving the Complaint

• Complaints received through travel agents or directly from clients are logged and acknowledged for review.

2.2 Investigation

• Feedback is gathered from relevant team members (e.g., driver, guide, operations staff) to assess the incident.

2.3 Internal Review

• A team meeting is conducted to review the case, identify the root cause, and explore viable solutions.

2.4 Resolution

• Based on findings, a resolution is decided—this may involve compensation, corrective actions, or enhancements to services.

3. Communication with the Client or Agent

3.1 Updates

• The client or agent is kept informed throughout the complaint resolution process.

3.2 Response

• A formal response is provided once the investigation and resolution are complete.

3.3 Follow-Up

• Feedback from the client is noted and integrated into service improvement strategies.​

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