COMPLAINTS PROCEDURE

1. Our Commitment

Alight Travel Ltd ("Alight Travel", "we", "us", "our") is committed to delivering a discreet, considered, and accurate service to every client. Where the service we deliver, or the service delivered by an operator or supplier we have engaged, falls short of expectation, we want to know. This procedure sets out how to raise a concern, how we will respond, and the timescales you should expect.

We treat every complaint as a serious matter and as an opportunity to improve. Complaints will be handled in confidence and without prejudice to any other right or remedy available to the client.

2. Scope

This procedure applies to complaints relating to:

• Services provided by Alight Travel directly, including bookings made on a client's behalf.
• Services delivered by third-party operators or suppliers engaged by Alight Travel.
• Communications, billing, or administration relating to a booking.
• Conduct of any individual representing Alight Travel.

Where a complaint relates to a service delivered by a third-party operator, for example an aircraft operator or hotel, Alight Travel will act as the client's advocate in pursuing the matter, but the underlying contractual relationship for that service may rest directly between the client and the operator. This is set out in our Terms and Conditions.

3. How to Raise a Concern

Concerns can be raised informally in the first instance through your normal point of contact at Alight Travel, most commonly the Managing Director. Where the matter is straightforward, we will aim to resolve it directly and immediately.

Where a formal complaint is preferred, please put it in writing to:

The Managing Director

Alight Travel Ltd

11 Old Bond Street, Mayfair, London, W1S 4PN

Email: info@alighttravel.com

To allow us to investigate effectively, please include:

• Your name and preferred contact details.
• The booking reference, dates, and services concerned.
• A clear description of what went wrong and the outcome you are seeking.
• Any supporting correspondence, receipts, or photographs.

4. Timescales

We will acknowledge every formal complaint within three working days of receipt. We will then investigate the matter and provide a substantive written response within fourteen working days. Where the matter is complex or requires a response from a third-party operator, we may require additional time; we will advise you of this and provide a revised timeline.

Throughout the process, you will have a single named point of contact at Alight Travel.

5. How We Investigate

Our investigation will be proportionate to the matter raised. It may include reviewing the booking file, speaking with the operator or supplier concerned, and reviewing any relevant correspondence. Where the complaint relates to the conduct of an individual, we will take appropriate steps to investigate fairly while protecting the confidentiality of the parties involved.

Our written response will set out our findings, any action being taken, and any remedy being offered. Where we have made an error, we will say so clearly and explain how we propose to put it right.

6. Resolution and Remedies

Where a complaint is upheld, the remedy offered will depend on the nature of the issue and the contractual position. Possible remedies include a refund, partial credit, complimentary service on a future booking, or pursuit of compensation from the relevant operator on the client's behalf. Alight Travel does not accept liability for losses for which a third-party operator is contractually responsible, but we will pursue such matters actively and in good faith on the client's behalf.

7. Escalation

If you are not satisfied with our final written response, you may escalate the matter as follows:

• For complaints relating to data protection or privacy, you may contact the Information Commissioner's Office at ico.org.uk.
• For complaints relating to a regulated activity by a third-party operator, you may have the right to refer the matter to the relevant regulator, for example, the Civil Aviation Authority for aviation matters, or the Security Industry Authority for security matters.
• Disputes that cannot be resolved informally remain subject to the governing law and jurisdiction provisions in our Terms and Conditions.

8. Confidentiality

All complaints are handled in confidence. Information will only be shared with operators, suppliers, or third parties to the extent necessary to investigate and resolve the matter. Records of complaints are retained in accordance with our Privacy and Cookies Policy.

9. Continuous Improvement

Every complaint is reviewed at management level. Where a complaint identifies a process, supplier, or communication issue, we take action to prevent recurrence. This is central to how Alight Travel maintains the standard of service expected by our clients.