Customer Grievance & Escalation Matrix
At Galaxy Heritage World, we believe in 100% transparency. Our structured 3-tier grievance redressal system ensures your feedback and service concerns are resolved with documented turnaround times.
Customer Care & Frontline Support
For general booking queries, itinerary changes, voucher redemption status, and initial concerns.
Operations Manager & Escalation Desk
If your concern is not addressed within 48 hours or you are not satisfied with the resolution from Level 1.
Grievance Redressal Officer & Corporate Management
Highest authority for escalated disputes, formal policy reviews, and final management decisions.
Register a Grievance or Support Ticket
Submit your query directly to our central compliance desk. Every submission receives an official reference code.
Customer Complaint Resolution FAQs
Common questions addressed by our Grievance Redressal Board.
How do I lodge a formal complaint regarding my holiday booking?
You can submit the online complaint form below or email us directly at info@galaxyheritageworld.com with your booking ID, booking voucher code, and description. A unique reference code will be generated immediately.
What is the required advance notice for voucher holiday reservations?
As stipulated in our vacation agreement, voucher redemptions require an advance booking request of 15 to 21 business days to ensure confirmed reservations at associated star properties.
Can I transfer or reschedule my booked vacation dates?
Yes, date rescheduling is permitted subject to hotel availability and advance notification (minimum 7 days before check-in). Certain peak season policies may apply.
What happens if my preferred associated resort is fully booked?
In cases of peak dates or sold-out partner properties, our travel desk will offer 2 to 3 equivalent 4-star alternative accommodations in the same destination or alternative dates.