Complaints
If something goes wrong during your trip, we want to put it right as quickly as possible. This is the route that works best.
Step 1: report it on the spot
Always report a problem straight away on the spot, to the tour leader or the hotel. Only then can it still be solved during your trip.
If that does not solve it, contact us via the emergency number in your travel documents. Also record what is going on: take photos, note times and names and keep any evidence.
Step 2: submit a complaint to Sultan Travel
Problem still not solved? After you return, submit a written complaint within a reasonable period to service@sultantravel.nl. Please include:
- your reference number
- what went wrong, and where and when
- what you reported on the spot and to whom
- your evidence, such as photos and receipts
- what you expect from us
Do not wait too long. The sooner you respond, the better we can investigate what happened.
What you can expect from us
We read your complaint carefully, look into what happened, including with the partners on site, and respond on the substance. If a complaint is justified, we look together with you for a suitable solution.
If we cannot agree
If we cannot reach a solution together, you can take the matter to court.
For independent advice on your rights, you can contact ConsuWijzer of the Dutch Authority for Consumers and Markets (Autoriteit Consument & Markt).