Complaints Policy
Last Updated: May 17, 2026 | Version 2.0
Global Lions is an independent holiday-planning consultancy. We help you plan, you book directly with our trusted suppliers.
Our Commitment to Resolution
At Global Lions, we are committed to providing excellent holiday planning services. If you're not satisfied with any aspect of our service, we want to hear about it. This policy outlines how we handle complaints fairly and promptly, ensuring your concerns are addressed with the attention they deserve.
Important: Our Role as a Planning Consultancy
Global Lions is a holiday-planning consultancy, not a booking agency. This means:
- We provide expert advice, destination recommendations, and custom itineraries
- You book directly with airlines, hotels, and tour operators
- We do not handle bookings or take payments for travel services
- Your contract for travel services is directly with the suppliers you choose
If your complaint relates to a specific booking (flight delays, hotel issues, tour problems), you must contact the supplier directly. We can assist with complaints about our planning service only.
What is a Complaint?
A complaint is any expression of dissatisfaction about our planning service, our staff, or any perceived failure to meet our commitments. This includes issues related to:
- Quality of destination advice or recommendations
- Accuracy of information provided during consultations
- Communication or customer service from our team
- Itinerary quality or accuracy
- Staff conduct or professionalism
- Delays in response or service delivery
- Billing or payment issues for our planning service
How to Submit a Complaint
You can submit a complaint through any of the following channels:
Our Complaints Process
Acknowledgment
We acknowledge receipt of your complaint within 24 hours during business days.
Investigation
We thoroughly investigate your complaint, reviewing all relevant information and speaking with staff involved.
Resolution Proposal
We propose a resolution within 5 business days. Complex cases may take longer, but we'll keep you updated.
Implementation
Once agreed, we implement the resolution and confirm completion with you.
Response Timeline
Escalation Process
If you're not satisfied with the initial response, you can escalate your complaint:
Consultant Manager
If your complaint isn't resolved by our frontline team, it will be escalated to a Consultant Manager for review.
Operations Manager
For unresolved issues, the Operations Manager will conduct a comprehensive review of your case.
Senior Management
Final internal escalation to Senior Management for complex cases requiring executive review.
Important: For complaints about airline services, hotels, or tour operators (flight delays, cancellations, baggage issues, accommodation problems), please contact the supplier directly as they are responsible for operational matters. We can assist with providing your planning documentation if needed.
Before Submitting a Complaint
Please have your consultation reference and relevant details ready. This helps us investigate and resolve your complaint more efficiently. If your issue is urgent, please call us immediately rather than submitting a written complaint.
Frequently Asked Questions
Please include your consultation reference, full name, contact details, a clear description of the issue, and any relevant documentation (emails, itineraries, screenshots). This helps us investigate quickly.
Most complaints are resolved within 5 business days. Complex cases may take up to 10 business days. We'll keep you updated throughout the process.
We can only assist with complaints related to our planning service. For issues with airlines, hotels, or tour operators, please contact them directly as your booking contract is with them. We're happy to provide any planning documentation to support your complaint to the supplier.
If you're not satisfied with our proposed resolution, you can request escalation through our formal process. We'll explain your options for further review.
No, handling complaints is part of our commitment to service excellence. There is no charge for submitting or processing a complaint.
Need to Make a Complaint?
Our team is ready to help resolve any issues you've experienced with our holiday planning service.
We aim to acknowledge all complaints within 24 hours | Mon – Sat: 9 AM – 8 PM
Global Lions is an independent holiday-planning consultancy. We help you plan, you book directly with our trusted suppliers. Complaints about bookings must be directed to the respective supplier.