This policy explains how you can raise a complaint or get support for your bookings with Flyger Holidays. We aim to respond within 24 hours, review refund-related complaints within 3 working days, and resolve issues within 7–10 working days where possible. If your matter is not resolved in time, you can escalate to our Operations team and then to Management. Your information is kept confidential and used only for resolving your case.

You can reach us through any of the following channels:

• Email: Send a detailed message to our Support team at the address given at the end of this policy. Please use the subject line “Complaint – [Booking ID]” or “Support – [Brief description]” so we can prioritise your request.
• Phone / WhatsApp: Call or message our hotline during support hours. For complex issues, we may ask you to follow up by email so we have a written record.
• Support form: Use the contact form on our website (Contact Us page) and select “Complaint” or “Support” as the subject. Include your Booking ID and a short description of the issue.

We recommend using email or the support form for complaints that may require refunds or escalation, so that there is a clear record of your request and our responses.

To help us assist you quickly, please provide the following where possible:

• Booking ID or reference number
• Full name of the passenger(s) as per the booking
• Contact number and email address
• Clear description of the issue (what went wrong, when, and what you expect)
• Screenshots or documents (e.g. confirmation email, payment receipt, error message) if relevant

Missing information may delay our response. We may contact you to ask for additional details before we can proceed.

Support hours: Our customer support team is available Saturday–Thursday, 9:00 AM–6:00 PM (Bangladesh time). We are closed on Fridays and on public holidays. Messages received outside these hours will be treated as received on the next business day.

Service level commitments:

• Initial response: We aim to send an initial response within 24 hours of receiving your complaint, or by the next business day if it was received after support hours.
• Refund and cancellation complaints: We will review your case and respond with an update within 3 working days of receiving all required information.
• Final resolution: We aim to resolve complaints within 7–10 working days where the resolution depends on us. Where the outcome depends on airlines, hotels, or other third-party suppliers, the timeline may extend based on their processing time.

Level 1 – Support: Your complaint is first handled by our Customer Support team. They will acknowledge your case, gather information, and work with our operations and suppliers to resolve it.

Level 2 – Operations: If your complaint is not resolved within 5 working days of your first contact, you may escalate by writing to our Operations team at the Operations email address provided at the end of this policy. Please quote your original complaint reference and Booking ID.

Level 3 – Management: If the matter is still unresolved 10 working days after your first contact, you may escalate to Management by writing to the Management email address provided at the end of this policy. Again, please include your complaint reference and Booking ID.

We will confirm receipt of your escalation and assign a senior point of contact to work towards a resolution.

For complaints related to refunds or cancellations:

• Initial response: We will acknowledge your refund/cancellation request and confirm receipt within 24 hours (or next business day if received after hours).
• Review: We will review your case and the applicable terms (ours and the supplier’s) within 3 working days and inform you whether a refund is applicable and, if so, the expected amount and steps.
• Final timeline: Once approved, we will process the refund according to our payment partner’s and your bank/MFS provider’s timelines. You will receive a final confirmation when the refund has been initiated. Total time from approval to money in your account may vary (e.g. 5–15 business days depending on payment method and third-party processing).

If your refund depends on a supplier (airline, hotel, etc.) approving or processing the refund, the above timelines may be extended until we receive confirmation from them.

Many travel services are provided by third parties such as airlines, hotels, tour operators, and visa authorities. Delays in resolution, refunds, or changes can occur due to:

• Supplier processing times and policies
• Airline or hotel approval and refund procedures
• Payment gateway or bank processing times
• Force majeure or external factors beyond our control

Flyger Holidays will follow up with suppliers on your behalf and keep you updated, but we cannot guarantee timelines that are solely controlled by third parties. Our SLA commitments above refer to our own response and review times; final resolution may extend where it depends on supplier or payment processing.

Information you provide when filing a complaint or requesting support (including name, contact details, Booking ID, and issue description) is used only to:

• Process and respond to your complaint or support request
• Communicate with you and with relevant internal teams or suppliers strictly to resolve your case
• Comply with applicable laws or regulations where required

We do not share your personal information with unauthorized third parties. Your data is handled in line with our Privacy Policy and applicable data protection practices in Bangladesh.

If you have an urgent travel issue today (e.g. flight today, visa or booking error affecting immediate travel):

• Call our hotline as a first step so we can try to assist in real time.
• Have your Booking ID and travel details ready.
• If your call is not answered (e.g. outside support hours), leave a message or send an email with “URGENT – Travel today” in the subject line and your contact number. We will prioritise and respond as soon as we are open.

We cannot guarantee same-day resolution when the issue depends on airlines or other suppliers, but we will do our best to escalate and assist within our support hours.

Use the following contact details for complaints and support. For escalation, use the relevant level as set out in Section 4.

• Support (general complaints and support): support@flygerholidays.com
• Phone / WhatsApp: +880 1847-451111
• Operations (escalation after 5 working days): operations@flygerholidays.com
• Management (escalation after 10 working days): management@flygerholidays.com

We recommend keeping a copy of your complaint and our replies for your records.