Dispute Resolution

We are committed to resolving any issues you may have with our services fairly and efficiently. Our comprehensive dispute resolution process ensures your concerns are addressed promptly and professionally.

Overview

⚖️ Fair Resolution Process

Our dispute resolution process is designed to be fair, transparent, and efficient. We follow international best practices and regulatory guidelines to ensure every dispute is handled appropriately.

🕐 Timely Response

We are committed to responding to all disputes within 48 hours of receipt and aim to resolve most issues within 14 business days, depending on the complexity of the matter.

Types of Disputes We Handle

Flight-Related Disputes

  • • Flight cancellations and delays
  • • Booking errors and modifications
  • • Refund requests
  • • Overbooking issues
  • • Baggage problems

Hotel-Related Disputes

  • • Room availability issues
  • • Service quality complaints
  • • Cancellation policies
  • • Pricing discrepancies
  • • Amenity-related issues

Payment Disputes

  • • Billing errors
  • • Unauthorized charges
  • • Payment processing issues
  • • Refund delays
  • • Currency conversion disputes

Our Resolution Process

1

Submit Your Dispute

Contact our customer service team via email, phone, or through our online form. Provide detailed information about your issue, including booking reference numbers, dates, and any supporting documentation.

2

Initial Review

Our team will acknowledge receipt of your dispute within 48 hours and begin an initial review. We may request additional information or documentation to better understand your concern.

3

Investigation

We conduct a thorough investigation, reviewing all relevant records, policies, and circumstances. This may involve coordination with our partners, airlines, or hotel providers.

4

Resolution

We provide a detailed response with our findings and proposed resolution. If compensation or corrective action is warranted, we will outline the next steps clearly.

5

Follow-up

We follow up to ensure the resolution has been implemented satisfactorily and address any remaining concerns. Your feedback helps us improve our services.

How to Contact Us

Email

disputes@vertiportluanda.com

Response within 48 hours

Phone

+244 222 123 456

Mon-Fri: 8:00 AM - 6:00 PM (WAT)

Address

VertiPort Luanda Customer Service
Rua Amílcar Cabral, 123
Luanda, Angola

Alternative Dispute Resolution

If you are not satisfied with our internal resolution process, you may escalate your dispute to:

  • • Angola Civil Aviation Authority - For flight-related disputes
  • • Consumer Protection Agency - For general consumer complaints
  • • Travel Industry Mediation Service - For independent mediation

Important Information

Time Limits

  • • Flight disputes: 7 days from travel date
  • • Hotel disputes: 14 days from check-out
  • • Payment disputes: 60 days from charge date

Required Documentation

  • • Booking confirmation
  • • Receipt or invoice
  • • Photos (if applicable)
  • • Communication records

Your Rights and Responsibilities

Your Rights

  • • Fair and timely resolution of disputes
  • • Clear communication throughout the process
  • • Access to all relevant information
  • • Right to escalate to external bodies
  • • Protection of personal data

Your Responsibilities

  • • Provide accurate and complete information
  • • Submit disputes within specified time limits
  • • Cooperate with the investigation process
  • • Maintain respectful communication
  • • Follow up on resolution outcomes

Frequently Asked Questions

How long does the dispute resolution process take?

Most disputes are resolved within 14 business days. Complex cases may take up to 30 days. We will keep you informed of progress throughout the process.

What if I'm not satisfied with the resolution?

If you're not satisfied with our resolution, you have the right to escalate your dispute to relevant regulatory authorities or independent mediation services.

Is there a cost for dispute resolution?

Our internal dispute resolution process is free of charge. External mediation or legal proceedings may involve costs that you would be responsible for.

Can I track the status of my dispute?

Yes, we provide regular updates via email and phone. You can also contact our customer service team for status updates using your dispute reference number.