Customer Grievances & Escalation Policy

1. Purpose & Regulatory Framework

Journi Trail™ DMC is committed to delivering a transparent, technology-enabled, and accountable travel booking ecosystem. This Policy defines our multi-tiered grievance redressal mechanism designed to handle complaints systematically, provide prompt on-ground resolutions during transit, and ensure full compliance with the Information Technology Act 2000, Consumer Protection (E-Commerce) Rules 2020, and applicable digital intermediary regulations in India.

Every concern raised by a traveller or registered B2B partner is catalogued under an automated ticketing system, time-tracked against strict Service Level Agreements (SLAs), and monitored directly by our central operations and legal oversight teams.

2. Scope & Definitions

This policy applies to all reservation lifecycle stages—including pre-booking quotations, payment gateway verifications, flight ticketing, hotel vouchers, transfers, activities, on-trip logistical support, and post-travel financial reconciliation .

• “Grievance” means any formal expression of dissatisfaction regarding service quality, billing discrepancies, booking non-confirmation, delay in vouchers, or operational deficiencies arising out of platform transactions .
• “Customer ID / Booking ID” refers to the system-generated unique reference code mapped to each inquiry, payment schedule, and travel package in the Journi Trail™ reservation engine.
• “On-Journi Case” refers to an active grievance raised by a guest between the Date of Travel (DOT) and tour completion, requiring immediate real-time intervention while in transit.
• “Support Ticket” refers to the digital identifier generated instantly by the system to track communications, evidence submissions, and resolution outcomes.

3. Multi-Tier Escalation Architecture

To ensure transparent and structured dispute handling, Journi Trail™ operates a defined 3-tier escalation framework :

Tier 1: Frontline Operations Desk (Initial Response)

All general queries, voucher clarifications, invoice requests, and preliminary concerns are handled by our dedicated Frontline Support Desk via support@journitrail.com, live chat, or WhatsApp group channels linked to the Booking ID. Tier 1 focuses on real-time operational troubleshooting, coordination with hotels/transfers, and immediate resolution within standard operational windows.

Tier 2: Central Escalations & Incident Management (Quick Escalation)

If a matter remains unresolved at Tier 1 beyond the stipulated window, or involves pricing disputes, payment gateway clearance lag, major supplier schedule revisions, or flight disruptions, it is promoted to the Central Escalations Team via care@journitrail.com. The user receives an automated Quick Escalation Ticket with an assigned Incident Manager.

Tier 3: Executive Legal & Statutory Redressal (Grievance Officer)

Matters involving contractual interpretation, severe deficiency claims, policy appeals, or unresolved formal disputes are submitted directly to the Statutory Grievance Redressal Officer at director@journitrail.com.

4. Instant Support Ticket Generation

Every grievance reported through official channels—including our web portal, client dashboard, partner terminal, or designated support emails—triggers an automated digital ticket in our central CRM.

• Unique Incident Token: An instant ticket token (e.g., JT-ESC-XXXXX) is dispatched via registered email and SMS within under 5 minutes of complaint submission .
• Synchronized Mapping: The ticket automatically links with the registered Customer ID, active Booking ID, contracted supplier data, and recorded payment history to eliminate repetitive explanations.
• Document Attachment Facility: Travellers and agents can upload payment receipts, airline notices, photos, or on-ground verification slips directly to the ticket thread for instant evidentiary review .

5. On-Journi Priority Transit Support

Recognizing the time-sensitive nature of active vacations, Journi Trail™ DMC deploys dedicated On-Journi emergency protocols for travellers currently on their trip (between DOT and return checkout):

• Live Transit WhatsApp Desks: Guests are connected to a dedicated 24/7 on-ground coordination desk featuring destination captains, local transfer handlers, and operations managers.
• Airport & Transfer Contingencies: Real-time coordination for driver delays, baggage size issues, airport meet-and-greet guidance, and speedboat/ferry weather rescheduling.
• Resort Check-In Verification: Immediate liaison with resort front desks to resolve room category differences, meal plan validation (EP, CP, MAP, AP, AI), or honeymoon celebratory setups upon arrival.

6. 30-Minute Guaranteed Support SLA

For high-priority transit issues and critical on-trip escalations, Journi Trail™ DMC enforces a strict 30-Minute Guaranteed Response Service Level Agreement (SLA):

• First-Response SLA (Under 30 Minutes): For any active on-journi ticket tagged with high urgency (e.g., missed transfers, check-in refusal, or urgent flight rescheduling), an operations manager will initiate live contact and commence supplier intervention within 30 minutes of ticket generation.
• Operational Mitigation SLA (2 to 4 Hours): Where alternate arrangements, room reassignments, or vehicle substitutions are required, interim solutions are presented within 2 to 4 hours, subject to local destination logistics and supplier availability.
• Standard Commercial SLA (24 to 48 Hours): Commercial refund reconciliations, tariff investigations, and non-transit billing disputes are resolved within 24 to 48 business hours .

7. B2B Partner & Agent Desk Escalations

Travel agents, sub-agents, and corporate partners booking through the Journi Trail™ B2B Portal, LeadBox, or TravPay ecosystem have access to a dedicated agency escalation desk 2]:

• Priority routing for booking releases, series fare hold requests, and installment schedule alignments 2, .
• Direct channel manager access for resolving balance reconciliation issues, wallet credits, and credit note (CN++) issuance.
• Escalations regarding Travel Agent Commission (TAC) settlements or Travel Service Fee (TSC) invoicing are audited by the central accounts team via accounts@journitrail.com within 3 business days.

8. Grievance Redressal Officer (Statutory Desk)

In accordance with the Information Technology Act 2000 and rules made thereunder, as well as consumer protection guidelines for digital travel intermediaries, the designated Grievance Redressal Officer for Journi Trail™ DMC is provided below:

Name: Prakash Verma
Designation: Co-Founder & Head of Compliance
Operational Headquarters: Gr.F 119 A, FIEE Complex, Okhla, Block A, Okhla Phase II, Okhla Industrial Estate, New Delhi, Delhi 110020
Statutory Compliance Email: director@journitrail.com
Acknowledgment Time: Within 24 to 48 hours of receipt
Statutory Resolution Cycle: Within 15 business days from formal registration

9. Third-Party Supplier Dependency & Exclusions

Journi Trail™ DMC functions strictly as a technology platform and destination management intermediary facilitating reservations with independent third-party suppliers (airlines, resorts, transport operators, ferry lines, and excursions).

While the Company enforces rapid intervention and advocacy under this Policy, users acknowledge that airlines and resorts operate under autonomous contractual conditions. Delays, cancellations, or quality shortfalls caused by airline air traffic controls, resort maintenance schedules, maritime tidal alerts, or force majeure occurrences are governed primarily by supplier fare rules and liability caps 103, .

10. Dispute Resolution & Jurisdiction

All grievances and claims arising out of bookings, platform operations, or this Policy shall first be submitted to the internal escalation procedures outlined herein. Both parties agree to exhaust internal mediation in good faith prior to pursuing external consumer forums or legal actions .

This Policy is governed strictly by the laws of India. Any legal proceedings or statutory disputes shall be subject to the exclusive jurisdiction of the competent courts at Ghaziabad, Uttar Pradesh, India.