Feedback & Complaints Policy

Varanasi Excursion believes that every traveler’s opinion is valuable. Your feedback, suggestions, compliments, and complaints help us improve our services and ensure that each journey reflects our commitment to quality and trust. This policy explains how we receive, review, and respond to feedback and complaints from our guests.

We value transparency and fairness in every interaction, and we treat all communication with confidentiality and respect.

1. Our Commitment to You

Varanasi Excursion is guided by hospitality, accountability, and honesty.
Our goal is to make every travel experience smooth and enjoyable. When something does not meet expectations, we take it seriously and work toward a fair solution.

This policy ensures that:

• Every traveler can easily share feedback or raise a complaint.
• Each message is acknowledged, reviewed, and resolved promptly.
• All feedback contributes to service improvement and customer satisfaction.

2. What Counts as Feedback or a Complaint

We welcome both feedback and complaints from travelers.

• Feedback: Any compliment, opinion, or suggestion about your trip, guide, accommodation, or booking process.
• Complaint: A formal message expressing dissatisfaction with a service, staff member, or process.

Both are equally important and handled by our Customer Relations Department with full attention.

3. How to Share Feedback

You can share your feedback using any of these methods:

• Email: Send your message to info@varanasiexcursion.com
• Website Form: Use the “Contact Us” or “Feedback” section on our website
• Phone or WhatsApp: Contact the number mentioned on your booking confirmation
• In-person: Speak with your tour manager or visit our local office

We encourage travelers to submit feedback within seven days of completing their tour so that we can make timely improvements.

4. How to File a Complaint

If you wish to file a complaint, please follow these steps:

1. Write an email to info@varanasiexcursion.com mentioning your booking ID, travel dates, and a clear description of the issue.
2. Attach any supporting details such as receipts, screenshots, or photographs.
3. Our support team will acknowledge your complaint within 48 hours.
4. You will receive a case reference number for tracking.
5. Investigation and resolution will usually be completed within 7 to 10 business days.

Complaints that lack essential details may take longer to process, so please provide complete information whenever possible.

5. Handling Procedure

Once we receive your feedback or complaint, we follow these steps:

• Acknowledgment: You receive confirmation that your message has been logged.
• Review: The related department, such as booking, hotel coordination, or operations, is notified.
• Investigation: Our team reviews records, verifies facts, and contacts service providers if required.
• Resolution: You receive a written reply outlining the outcome or corrective action.
• Follow-up: We ensure you are satisfied with the resolution provided.

6. Expected Timelines

We value quick and fair responses. The following table outlines our general response times:

Type of Feedback or Complaint	Response Time	Resolution Time
General Feedback	48 hours	Ongoing review
Minor Service Issues	48 hours	3 to 5 business days
Major Complaints	72 hours	7 to 10 business days
Refund or Payment Issues	72 hours	10 to 15 business days

In special cases that require third-party coordination, additional time may be needed, and we will keep you informed.

7. Principles in Complaint Handling

Our approach to handling complaints is based on these principles:

• Respect: Every traveler’s voice matters.
• Fairness: All cases are reviewed objectively.
• Confidentiality: Personal and payment information remains private.
• Accountability: We take full responsibility when mistakes occur.
• Improvement: Every case helps us strengthen our internal systems.

8. Complaints During the Trip

If an issue arises during your journey, please report it immediately to your Tour Manager or Local Representative.
Most problems can be fixed quickly when addressed on the spot.
If the matter cannot be resolved locally, it will be escalated to our operations team in Varanasi for faster action.

9. After-Trip Complaints

We understand that some issues come to notice only after the trip ends.
In such cases, please send a written complaint within seven days of returning from your tour.
Complaints received later may be difficult to investigate due to time-sensitive records, but we will still review and respond whenever possible.

10. Feedback for Improvement

Feedback helps us identify areas that need attention. Suggestions related to guides, accommodation, communication, or overall comfort are discussed during our internal meetings.
We use this information to enhance the quality and reliability of our future tours.

11. Unresolved or Escalated Complaints

If you are not satisfied with our initial resolution, you can request an escalation.
Your case will be reviewed by our Senior Management Team within five business days.
A final written decision will then be shared with you.

12. Anonymous Feedback

We accept anonymous feedback if you prefer not to disclose your name.
However, including your contact details helps us investigate specific cases more accurately.

13. Third-Party Services

Some parts of your travel may involve independent vendors such as hotels, transport companies, or activity providers.
While we coordinate closely with these partners, their policies and actions are not fully under our control.
We will assist you in resolving third-party issues as much as possible, but final decisions may depend on the vendor’s terms.

14. Staff Conduct Feedback

Varanasi Excursion maintains strict professional conduct guidelines for its staff and tour representatives.
Any complaint regarding staff behavior is handled seriously and investigated confidentially.
Appropriate action is taken if the concern is verified.

15. Language of Communication

Feedback and complaints can be submitted in English or Hindi.
If you are an international traveler, you may request translation help through your tour contact person.

16. Online and Social Media Reviews

We value honest reviews on online platforms such as Google, TripAdvisor, and social media.
Genuine reviews are always appreciated. However, reviews containing false or offensive information may be reported to the respective platforms for moderation.

17. Data Privacy and Record Keeping

All feedback and complaint records are stored securely in our internal database.
Your personal data is used only for resolving the case and service evaluation.
We never share or sell this information to unauthorized third parties.

18. Monitoring and Improvement

Every quarter, our management reviews all received feedback to identify service patterns and opportunities for improvement.
Corrective actions, employee training, or vendor coordination are planned accordingly.
This review helps us ensure consistent quality in all our tours.

19. False or Misleading Complaints

We encourage open and genuine communication.
However, intentionally false or misleading complaints made to harm our reputation may lead to legal action.
We believe in resolving issues through direct and respectful dialogue.

20. Contact Information

If you have feedback, suggestions, or complaints, please reach us at:

📧 info@varanasiexcursion.com
🌐 www.varanasiexcursion.com
📍 Varanasi, Uttar Pradesh, India

Our Customer Relations Department operates Monday to Saturday, 10:00 AM to 6:00 PM (IST).
We promise timely responses, fair action, and respectful communication.

21. Policy Updates

Varanasi Excursion may update this policy occasionally to match new service standards or legal requirements.
The latest version will always be available on our official website.

Final Note

At Varanasi Excursion, we believe feedback builds strong connections between us and our travelers.
Every suggestion or complaint helps us improve, adapt, and deliver better journeys in the future.
Your opinions truly shape how we continue to grow as a travel company built on trust and care.