Complaints Procedure

Most problems are fastest to fix while you're still in touch with the person handling your booking, so tell them first. If that doesn't resolve it, make a formal complaint:

• Email info@wickettravel.comwith “Complaint” in the subject line; or
• WhatsApp +44 7417 564704 and say you want to make a formal complaint; or
• Write to Complaints, Wicket Travel Limited, Lampton Avenue, Hounslow, England, TW3 4EW.

Please include your name, booking reference (if you have one), what went wrong, what you would like us to do, and any documents or screenshots that help. If you need help making a complaint, or would like us to communicate in a different way, just tell us.

• Within 2 working days we acknowledge your complaint and tell you who is handling it.
• Within 14 days we send you a full written response, explaining what we found and what we will do. If we need longer, for example because we are waiting on an airline, we tell you why and when to expect an answer, and keep you updated at least every 14 days.
• Within 8 weeks at the latest you will have our final response.

If you are unhappy with our response, ask for it to be reviewed by a director of Wicket Travel Limited. Reply to our response saying so; a director who was not involved in the first answer will review it and reply within 14 days.

If you are still not satisfied after our final response:

• Your card provider. If you paid by card, you may be able to claim from your card provider (section 75 for credit card payments over £100, or chargeback).
• The airline.Complaints about a flight itself (delays, cancellations, baggage, denied boarding) are for the airline. If the airline doesn't resolve them, you can escalate to the airline's approved ADR scheme or the Civil Aviation Authority: caa.co.uk. We will help you prepare your claim.
• Your data.For a complaint about how we handle personal data, you can contact the Information Commissioner's Office at ico.org.uk.
• Free advice. Citizens Advice consumer helpline, citizensadvice.org.uk or 0808 223 1133.
• The courts. You can bring a claim through the small claims track: gov.uk/make-money-claim.

Wicket Travel Limited is not currently a member of an alternative dispute resolution scheme for travel agents. Using this procedure does not affect your legal rights.

A safety concern about a Parent Travel Assist member is not a normal complaint: report it straight away by WhatsApp or email with “Safety” in the subject, and we act on it the same day. If anyone is in immediate danger, call 999. See our Parent Travel Assist Terms.

We keep a record of every complaint and our response, use what we learn to improve our service, and handle your details as set out in our Privacy Policy.