Grievance redressal

Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 requires an Indian business operating a website to publish the name and contact details of a Grievance Officer, and to resolve complaints to a published timetable.

This is that page for OMEGA TRAVEL COMPANY. It also serves as the escalation route under the Consumer Protection (E-Commerce) Rules, 2020.

Most complaints never need this page — the desk that took your booking can usually fix it the same day. Use this route when that has not worked.

Anything you have already raised with us and are not satisfied with, including:

• A journey that did not run, or ran materially differently from what you paid for.
• A refund that is late, short or has not been explained.
• A charge you do not recognise on a booking made here.
• Conduct — a guide, driver or operator who behaved unacceptably.
• A safety concern, on a journey or a property we sell.
• Misuse of your personal data, or a data request we did not answer.
• Content on this site you believe is unlawful, misleading or infringes your rights.

A complaint about something you booked elsewhere — a flight, a hotel booked direct, another agency's tour — is not something we can act on, though we will point you at whoever can.

• Acknowledgement within 24 hours of a grievance reaching the officer, with a ticket reference you can quote.
• Resolution within 15 days, which is the outer limit under the IT Rules, 2021. Most are closed in under five.
• Content takedown requests — acted on within 36 hours of a valid request, as the Rules require.
• Personal data requests — answered within 30 days under the DPDP Act, 2023, and usually far sooner.
• If we need longer because a third party has to respond, we tell you why and give you a date. We do not go quiet.

The more of this you include, the faster it moves:

• Your order reference and the email address the booking was made under.
• The date and journey concerned.
• What happened, in sequence, and what you were told at the time.
• Who you already spoke to here, and when.
• What you want — a refund, a re-run, an apology, or simply that we stop doing it. Say so; we would rather answer the actual question.
• Anything supporting it — photographs, the voucher, a bank statement line for a payment dispute.

Every grievance is logged against the operator involved. Two upheld complaints in a season take a journey off sale until it is fixed, which is the only reason our catalogue stays as short as it is.

We read anonymous reports — particularly about safety — and act on them, but we cannot report an outcome back to someone we cannot contact, and we cannot refund a booking we cannot identify.

Complaining on behalf of someone else is fine when they are on the same booking, or where you hold written authority from them. For a data request under the DPDP Act, we will ask the data principal to confirm before releasing anything.