Prince A.

Hello,

We take our customers' holidays very seriously and your valuable feedback means everything to us. Thank you for taking the time to share your concerns about TripFactory. The issues you have raised are truly a matter of concern since your holiday experience is of utmost importance to TripFactory. We request that you please write to us with your trip details (Trip Reference Number) at care@tripfactory.com, so we can verify your trip ID and resolve this immediately. I am also available at aditi@tripfactory.com.

With regards to the points mentioned by you, please note that we shall be able to arrive at a resolution only after we have received and verified your TFN and can investigate the details.

1. Once we have your trip reference number, we will know the name of your assigned travel expert. We follow a strict code in all our communications with clients. Since we also record all calls and messages for quality purposes, we can quickly verify whether your expert was rude and not professional. In case this has happened, we will certainly take necessary action and preventative measures.

2. As I have mentioned before, we maintain records of all communications made by our travel agents. If any promises have been made in writing that have not been fulfilled, please communicate the same to us.

3. After the initial payment of 25 percent of your trip fare and flight charges up front, you are required to complete the rest of your payment up to 21 days (or 3 weeks) before day of travel. Our team must follow up after the initial stage of payment to ensure a seamless, hassle-free experience – as there are impending payments to be made for services provided. And in the case of international travel, we are also required to regularly follow up for various documentations, visa details, flight tickets etc. If you have experienced differently, please let us know.

4. We would like to firmly contest this point. If you submit your correct documents, we make sure to provide you your LTA – we do that for 5 percent of our customers on a weekly basis. Once you have shared your travel details and the requisite documentation is complete, we will share with you your documents for LTA.

5. We pride ourselves on being a passionately customer-centric company, and if you have had an experience where you feel that we have not honoured our word, do let me know and we shall resolve this straight away.

6. We have an honest and steadfast approach to our job as a holiday store and we continue to improve ourselves – this has been attested to by a large base of happy and loyal customers. Please accept our sincere apologies if our efforts have not lived up to your expectations.

TripFactory is committed to personalized holidays for all our customers. We strive towards giving our guests a 5 star experience, and ensure that with the necessary rectifications, you choose us for all your travel requirements.
Do get in touch with me.

Note: Please do not enter sensitive information like your email id or phone number here, as it is publicly visible.

Warm Regards,
Aditi