Our Commitment to Resolution
At VoyageLux Travel & Hospitality, client satisfaction is our highest priority. While we strive to deliver flawless experiences, we understand that discrepancies may occasionally arise. This policy outlines our structured, transparent, and customer-focused approach to resolving complaints and disputes efficiently and equitably.
VoyageLux is committed to resolving disputes amicably and without unnecessary delay. We encourage clients to utilize our internal resolution process before pursuing external legal action.
Step-by-Step Resolution Process
Direct Contact & Initial Inquiry
Please contact our Customer Care team immediately upon experiencing an issue. Provide your booking reference, a clear description of the problem, and any supporting documentation.
Response Time: 24–48 HoursFormal Written Complaint
If the initial inquiry does not resolve the matter, submit a formal written complaint via our designated dispute email or portal. Include all relevant invoices, communication records, and evidence.
Acknowledgment: 3 Business DaysInternal Review & Resolution
Our Dispute Resolution Committee will conduct a thorough investigation, consult with relevant partners (hotels, airlines, tour operators), and provide a written resolution proposal.
Review Period: Up to 30 Business DaysMediation & Alternative Dispute Resolution (ADR)
If internal efforts are unsuccessful, VoyageLux agrees to engage in good-faith mediation through a mutually agreed-upon independent third party before pursuing litigation.
Voluntary & Confidential ProcessDocumentation & Time Limits
To ensure a fair and efficient review process, please adhere to the following guidelines:
- Submission Deadline: All disputes must be reported within 90 days of the conclusion of the travel service or incident.
- Required Evidence: Booking confirmations, receipts, correspondence, photos, and witness statements (if applicable).
- Communication: All dispute-related communications should be directed to our dedicated resolution team to maintain a complete record.
Applicable Law & Jurisdiction
This Dispute Resolution Policy and any agreements between VoyageLux Travel & Hospitality and its clients shall be governed by the laws of the State of New York, United States. Except as otherwise required by mandatory consumer protection laws, any disputes not resolved through mediation shall be subject to the exclusive jurisdiction of the state and federal courts located in New York.
Dispute Resolution Team
Our dedicated team is available to assist you through every step of the process. Please reach out directly: