complaints

ELK Travel Complaints Handling Policy: Clear, Fair & Fun!

We’re here to ensure your travel experiences are as smooth as possible. But if something doesn’t go as planned, we’re all ears and ready to make things right! Here's our step-by-step guide to managing complaints with care and clarity.

Our Mission: Better Every Day!
We’re passionate about delivering top-notch travel services. Your feedback (yes, even complaints!) is invaluable to us as it helps us grow and improve.

Our goals?
Make sure you know how to lodge a complaint.
Be consistent, fair, and transparent in resolving issues.
Investigate every complaint thoroughly.
Protect your personal information at all times.
Address each issue with your unique needs in mind.

What’s a Complaint?
A complaint is simply you telling us you’re not happy with something related to our travel services. It’s your opportunity to let us know how we can do better.

How to Lodge a Complaint
‍Got a concern? Reach out to us in whatever way suits you best:
‍
Online: Use our website feedback form.
Call: Speak to us directly over the phone. 1300 355 885 (1300 ELK TVL)
Email: Drop us a line anytime. hello@elk.travel
Write: Send us your thoughts by mail.  PO Box 571, Coolum Beach, QLD, 4573
In Person: Chat with one of our friendly travel experts.

If you’d prefer, we may ask you to put your feedback in writing to make sure we capture every detail. Oh, and it’s free to complain, no hidden fees!

What We Need From You
‍To resolve your complaint quickly, we’ll need:
‍
Your name and contact details.
The name of the team member you dealt with.
Details about the issue and steps you’ve already taken.
Notes about any past conversations about the matter.
Any supporting documents to help us understand.

Need Help?
‍We’ve Got You! If you’re finding it tricky to explain your complaint, just let us know. Our team is happy to assist.

How We Handle Complaints
‍We carefully document every complaint, including:
- Key details (dates, times, actions taken).
- The outcome and what we’re doing to resolve it.
We use this info to improve our services and ensure your personal details are kept safe and confidential. If other parties (like airlines or hotels) are involved, we’ll work with them to get to the bottom of things.

Keeping You in the Loop
‍We aim to resolve most complaints within 21 days, but if it takes longer, we’ll keep you updated every step of the way.

Here’s how it works:

Acknowledge: We’ll confirm we’ve received your complaint within 5 days.
Investigate: We’ll review your issue thoroughly and fairly.
Respond: Once we’ve wrapped up, we’ll share our findings and any actions we’ve taken.
Act: If needed, we’ll tweak our policies to ensure it doesn’t happen again.

You can check in on your complaint’s status anytime, just give us a call!

Complaints About Our Team
If your complaint is about one of our travel experts, we’ll investigate fairly by:
- Sharing your concerns with them.
- Giving them the chance to explain.
- Offering support where needed.

When Regulators Step In
‍If your complaint involves an external investigation by a consumer protection agency or law enforcement, we’ll step aside and assist them as needed.

Escalating Your Complaint
If you’re not happy with our resolution, you can escalate it to the Australian Travel Industry Association (ATIA) under the ATAS Code of Conduct.

Contact ATAS:
Visit their website
Call: 9287 9900
Write: Level 31, 31 Market Street, Sydney NSW 2000
Email: compliance@atas.com.au

Your Rights Under Australian Consumer Law
‍You’re free to contact your local consumer protection agency at any time for assistance. We’re here to make travel experiences wonderful, and resolving your concerns is just another way we ensure that every journey starts and ends with a smile.