Problems and Complaints
Problem or Complaints?
Footballtripsonline strives to make your experience a great one! We always put our clients first. However, due to miscommunication or a human or technical error, problems can arise. We aim to resolve any problems promptly and professionally. Footballtripsonline makes a distinction between a problem or complaint during your football trip and a problem or complaint before or after your football trip.
Do you have a complaint or problem during your football trip?
Throughout your trip, you can rely on our support. In an emergency, simply call the emergency number provided in the travel documents. This is a mobile number, so you can also send an SMS (text message), a WhatsApp message, or leave a voicemail. If your message concerns a problem that is affecting the smooth running of your football trip, we will respond immediately. It’s important that you report a problem or complaint to us as soon as possible so we can resolve it during the trip. If you have not done so – or are unable to prove afterwards that there was a problem – your complaint may not be honoured.
Do you have a problem or complaint before or after your football trip?
Please email us via firstname.lastname@example.org with ‘Problem’ or ‘Complaint’ in the subject line. Don’t forget to include your full name in the message, as well as the booking reference.
You can also write a letter to us at:
2321 BL Leiden
Describe your problem or complaint as clearly and specifically as possible. We will respond within 14 days – although we usually manage to resolve any problems or complaints faster than this. If you don’t have a complaint or problem as such but are dissatisfied with the way something went before before or after the football trip, we would also like to hear from you! We are open to constructive criticism and welcome feedback from our clients so that we can improve our services.
Please note that all flights included in the packages offered on our website are subject to SGR guarantee schema. The SGR protects you from losing money or being stranded abroad. The terms and conditions of this guarantee can be found on www.sgr.nl/guaranteescheme. SGR will be happy to send you a printed copy of the terms and conditions upon request, free of charge.