Tripindigo Help Section

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Tripindigo Help section – all your questions answered

Our help section has been designed to be as user friendly as possible. We present the information in the most obvious categories and where necessary cross-reference the different categories.

If your specific question is not covered here, please have a look at our specialist Flight / Flying Guide which addresses all things flight related or even our East Africa Travel Guide which covers many points relating to travel in the region.

Flight Help

Booking help

Our Customer Support section provides information to assist you and answers often asked questions. Should you have any additional information requirements have a look at our FAQs here and our T&C here.  Should there be anything else you need to know, please contact us here

Flights

Searching & Booking Flights : see our ‘How to book flights’ here

Is Tripindigo an airline?

No, Tripindigo is not an airline. Nor are we an accommodation provider, a car hire company or a tour operator offering experiences. We are a search engine and an authorised ticketing platform for domestic airlines in East Africa as well as an online booking site for accommodation, car hire and experiences so you can build your complete holiday itinerary right here online with us.

When can I use the resident rates and when do I have to use the international rates?

You are a resident if you hold a current resident permit or are a citizen of the country you are flying in. This is an official document (usually recorded in your passport) confirming your status as a resident. If you do not have proof of residency, you must select international traveller. Please see the Resident Information Page for more information here.

I want to travel to /from a destination, but I can’t see it in the options?

If the destination you want to travel to / from is not listed as an option, it means that the airlines do not fly there. Tripindigo only shows the destinations available. Note that some routes are seasonal. Please contact us to arrange a charter flight here .

I want to use a specific airline, but it is not coming up in the search results?

If the airline doesn’t show in the search results, it means it doesn’t fly to your destination. Go to our Airlines pages, select your chosen airline and see their routes and schedules.

Which destinations and routes do you show on the Tripindigo site?

You can find all destinations and routes on our website that our airlines fly to collectively here.

In what countries do you show flights, accommodation, car hire and experiences?

Currently we offer flights servicing over 600 routes in Tanzania and Kenya, as well as cross-border routes to capital centres only. Accommodation, car hire, transfers and experiences are offered within the key business and leisure destinations.

I need help with my booking, where can I get help?

Please check the options on the ‘Contact Us’ page here.

Where can I find a specific airline’s Terms and Conditions?

All our represented airlines’ main T&C can be found on their respective pages here. For more detail and conditions of carriage, please visit the individual airline’s website.

Review Itinerary

When you receive a booking confirmation email and itinerary from Tripindigo notifying you that your booking has been accepted and your payment has been processed, it is your responsibility to carefully check and correct any mistakes in any of the documentation received via Tripindigo from the airlines, the accommodation providers, the car hire companies, and experience providers.

Should there be anything you need to change, please contact us here.

Check-in

Every airline has its own check-in rules and it is your responsibility to make sure you comply with these check-in times, reconfirmation of flights and other matters.

Tripindigo can accept no responsibility for any issue arising from non-compliance with the rules as set out by the airline you are using.

Always make sure that your name as the booked passenger is an identical match with your photo ID provided at check-in.

For international flights this means the name must appear exactly as it does in your passport in the same order. Tripindigo cannot accept any responsibility for any variation of names entered on your booking.

On-line check-in is generally not available with the exception of flights with Fly540, a ‘city to city’ specialist low cost carrier.

Baggage

The demands of flying in East Africa means that aircaraft that can easily and safely fly into both traditional airports as well as remote, gravel topped airfields are used by the operators. 

Most regional flights in East Africa are in small planes.They have little cargo space and reach their maximum weight easily.

This means there are restrictions on the weight of your bag, but also on the dimensions.

Most airlines have a weight limit of 15kg per person, so make sure you pack light. You may be able to get away with more if there are empty seats on the plane, but once the plane is full there is no more wiggle room and your extra bag(s) will be left behind no matter how much you offer to pay for the excess baggage.

Hand baggage is restricted to personal effects and usually cannot exceed 3 kg.

For items with unusual dimensions, sports equipment, animals it is best to call us here to avoid disappointment.

Excess luggage is generally pre-bookable in advance by contacting us here or the airline directly.

It is also strongly recommended to use soft luggage as they can be squeezed into the small cargo compartment in the undercarriage of the plane. Hard cases cannot easily fit in this area and there is a risk they need to be left behind.

Amendments & Cancellations

I need to amend my flight details, where do I do this?

Please contact the Tripindigo team to amend your flight details. Whilst you are welcome to phone us, we will ask that the change/s you require is / are put in writing via email.

How do I cancel my flight(s)?

Please contact the Tripindigo team to cancel your flight and to arrange the relevant refund/s due.

Airline Schedule Changes

Changes to flight schedules happen and flights may be delayed or cancelled for a number of reasons including but not limited to bad weather, air traffic control delays, network changes, technical disruptions and late inbound aircraft.

Tripindigo can therefore not guarantee that the airlines will be able to fly you and your luggage in accordance with the date and time of the flights specified in your booking.

When booking please ensure correct passenger contact (email and mobile including country code) details are provided so any changes can be notified to you directly from the airline. For groups of 2 or more, only the lead passenger’s details will have been recorded by Tripindigo, so ensure that this person is able to communicate with the group.

Finance Help

Payment options - safe and secure

Tripindigo understands everybody has their favourite online payment method and we have partnered with many reliable payment providers to provide you with a choice. Through our chosen payment processor, Direct Pay Online we can offer you the following secure payment methods.

Credit cards:

  • Local and international Visa cards
  • Local and international Mastercards

Mobile banking payments with:

  • Airtel Money
  • M-pesa
  • Tigo Pesa

We take your privacy and payment security very seriously and partner only with the best and most reliable payment providers. Know more about our privacy policy here.

Refunds

Can I get a complete, no-quibble refund?

We guarantee our service and offer a complete, no-quibble refund.

Cancellations for and amendments to a booked and paid for service are subject to each service’s’ own Terms and Conditions. These can be found here for airlines and on each of the other service providers’ (Accommodation, Transfers and Experiences) websites.

Website Information

Site Security

Buying / Shopping online in Africa, is it safe?

  • By purchasing flights, accommodation, car hire and experiences with Tripindigo we realise you are putting your trust in us, in our website and our ability to make sure this is a safe shopping experience.
  • We take this security very seriously and have partnered with Direct Pay Online (DPO) (www.directpayonline.com) to ensure we offer you the highest possible safety standards for your payments.
  • DPO is the leading online payments processing solution in Africa and they combine their fraud prevention strategy with real time monitoring of payments, making sure your details are safe. DPO have the highest security standard in the credit card industry – level 1 PCI DSS (Payment Card Industry Data Security Standard). This partnership means you can rest assured that your payment is safe and you can start to look forward to your trip.
A Tripindigo Account - saves time

My Tripindigo account

Do I need to register to use Tripindigo?

No, never. Unless you want us to keep your details on file.

To search for and identify the services you wish to book, you do not need to register.

On check-out, we will ask you for your details to ensure that you can be contacted in the unlikely event that changes to your booking/s need to be communicated.

Of course, to make an online payment, some of your personal and private details are required. Please be assured we take privacy very seriously – see our privacy policy here – and will never pass on your details to any third party except those whose services you have booked.

Why would I have an account or register with Tripindigo?

You have the option to register an account if you wish. Should you do so, we will not have to ask you for most of your details the next time you visit if you use your user-name and password to log in.

How do I create an account on Tripindigo?

When making a reservation you will be provided with the option to register, just follow the prompts. If you are not in the process of making a reservation and want to create an account, please click on the ‘Register’ link on the bottom left of the ‘Login’ page.

How do I change my password?

Once you are logged in you can change your password. Select ‘My Account’ from the menu and click ‘Change Password’. Follow the instructions on the page to make the change in your password.

I can’t remember my password, how can I reset it?

If you can’t remember your password, go to the ‘Login’ page and click the ‘Forgotten Password’ link in the bottom right corner. Enter your email address and we will send a link to your email address to reset your password.

I want to receive / stop receiving the Tripindigo newsletter, where do I sign up / unsubscribe?

Log in and select ‘My Account’ from the menu. Click ‘My Profile’ and select / unselect the promotional email tickbox in the personal details section.

How do I delete my account?

When you are logged in, select ‘My Account’ from the menu, click ‘My Profile’ and select ‘I wish to close down my account’ in the bottom left hand corner.

Contact Details

We have a team based in Tanzania with English and Swahili speakers to answer your questions. Please contact us using the following options:

Phone

Tanzania Number : +255 (0) 766 796 685
Intl (UK) number : +44 (0) 208 1333424

Skype

Add us to your favourite contacts in Skype : tripindigolive

Email

Reservation changes: yourreservation@tripindigo.com

Tripindigo for your business

Are you a business owner or manager? Do you want to offer your customers the option to check real-time availability, to be able to book and pay safely and conveniently online? Join the Tripindigo family and make the first step today.

Tripindigo is East Africa’s fastest growing travel website.

Email us on workwithus@tripindigo.com

Opening hours

Our team is available every day of the week including Saturday and Sunday from 8am to 6pm (Tanzanian time GMT +3). If you are not in Tanzania or any of the other countries in the same time zone, please check the time difference.

Emergency hours

In case of an emergency outside our normal opening hours, please call our helpdesk numbers+255 (0) 68 359 3933. Our helpdesk number is available for emergencies from 8am (GMT+3) until 10pm (GMT+3) 7 days a week.

Address

Our call centre is located in Kijitonyama, Dar es Salaam.

Our Postal address:

P.O. Box 8394

Dar es Salaam

Tanzania

 

UK Registered Office:

EasyOTA Ltd trading as Tripindigo

Company number 10536693

Preston Park House
South Road
Brighton
East Sussex, BN1 6SB
United Kingdom

Privacy Policy

Privacy Policy

This Privacy Policy governs the manner in which Tripindigo Ltd collects, uses, maintains and discloses information collected from users (each, a ‘User’) of the Tripindigo website (‘Site’). This privacy policy applies to the Site and all products and services offered by Tripindigo Ltd.

Tripindigo (https://www.tripindigo.com) is a wholly owned subsidiary of EasyOTA Ltd (http://www.easyota.com), UK Reg. No. 10536693.

Tripindigo is committed to protecting your data and privacy. This Privacy Policy governs the manner in which we collect, use, maintain and disclose information collected from you (the ‘User’) in accordance with the General Data Protection Regulation (GDPR) 2018, and outlines our aim to maintain best-practice standards in our processing of personal and/or sensitive personal data. This Privacy Policy applies to the Tripindigo website (the ‘Site’) and all products and services offered by Tripindigo.

How we collect your data

Personal identification information

We may collect personal identification information from you in a variety of ways, including, but not limited to, when you visit our Site, register on the Site, make a booking, subscribe to the newsletter, fill out a form, send an enquiry via email, or contact us by telephone, and in connection with other activities, services, features or resources we make available on our Site. We may collect a variety of information including your name, email address, postal address, telephone number, contact preferences and credit/debit card information. We will not collect or store more data than the minimum information required for its intended purpose. We will only collect personal identification information from you if you voluntarily submit such information to us.

Special categories of personal information

We will collect your passport details (nationality, number, date of issue / expiry, country of issue) as appropriate if and when required to complete international flight bookings.

Non-personal identification information

We may collect technical data from you when you interact with our Site. This may include the browser name, the type of computer and technical information about your connection to our Site, such as the operating system, your Internet Protocol (IP) address, and the Internet Service Provider utilised, data collected through cookies and other similar information.

Web browser cookies

Our Site may use ‘cookies’ to enhance the User experience. A cookie is a small text file that is downloaded onto ‘terminal equipment’ e.g. a computer or smartphone, when you access a website. The cookie allows the website to recognise your device and store some information about your preferences or past actions. You can set your browser to notify you when you receive a cookie, this enables you to decide if you want to accept it or not. You may also choose to set your web browser to refuse cookies, however if you do so, note that some parts of the website may not function properly.

How we use your data

Tripindigo may collect and use your personal information for the following purposes:

  • To process your booking and provide you with services.

We use the information you provide when making a booking only to provide a service for that booking. We use the data to process your booking, process payments, supply you with the purchased services and to keep proper records of the transaction. We may also use this information to contact you in case there is a question or problem with your booking. We do not share this information with outside parties except to the extent necessary to provide the service.

  • To enhance or improve your user experience with us.

To improve customer service; information you provide helps us respond to your customer service requests and support needs more efficiently.

To personalise user experience; we may use information in the aggregate to understand how users of our website use the services and resources provided on our Site.

To improve our Site; we may use feedback you provide to improve our products and services.

  • To provide you with information about our services

We may use the contact details provided to send information and updates pertaining to your booking. They may also be used to respond to enquiries, and/or other requests.

To provide you with information you have requested, or we feel may be of interest to you.

We may contact you to conduct market research and surveys.

We occasionally run promotions and contests, but if we ask you for your contact details we will ensure these are not used for marketing unless you are happy to consent to that separately.

To allow you to participate in interactive features on our Site.

To send marketing emails – If you opt-in to our mailing list, you will receive emails that may include company news, updates, related product or service information, etc. We will only do this with your consent. You can change your mind and remove or add your consent at any time. Unsubscribe instructions are included at the bottom of every marketing email, or you may contact us via our Site.

Transfer of data

Some of our airline operators and payment processors are based outside the European Economic Area (EEA). Where this is the case, your personal information may be transferred and processed outside of the EEA for the purpose of completing your booking. Whenever we transfer personal information outside of the EEA, we require that one of the following safeguards is in place, in accordance with data protection laws:

  • There is a decision by the European Commission that the country to which our customers’ data is transferred provides an adequate level of data protection;
  • In the absence of such decision, when using these service providers, we use specific contractual clauses approved by the European Commission which give personal data the same protection it has in Europe.  For further details, see European Commission: Model contracts for the transfer of personal data to third countries.

The legal grounds we use for processing personal information

We are not allowed to process personal information if we do not have a valid legal ground. Therefore, we will only process your personal information for the purposes outlined above because:

  • the information is required to carry out the activities that form part of the operation of our business ie. the processing is necessary to perform our contractual obligations towards you. This includes booking flights, holidays, tours, transportation, car hire and the issuing of tickets or;
  • the processing is necessary for compliance with a legal obligation to which we are subject. This includes providing the authorities in the destinations that we fly to with the relevant passport and travel information; or 
  • the processing is necessary for the purposes of the legitimate interests pursued by us or by a third party, except where such interests are overridden by your interests or fundamental rights and freedoms which require protection of personal data. This includes dealing with your enquiries, sending you information you have requested, conducting market research, improving the functionality and content of our website; or
  • you have given your consent to have your personal information processed for direct marketing purposes and promotional activities

How we protect your information

We adopt appropriate data collection, storage and processing practices, and security measures to protect against unauthorised access, alteration, disclosure, or destruction of your personal information, username, password, transaction information, and data stored on our Site. We will take all reasonable steps to protect your personal information, but the transmission of data over the internet (including email) can never be guaranteed as 100% secure. Please note that we will not be liable for any breach of security unless we have been negligent.

Sharing your personal information

We do not sell, trade, or rent your personal identification information, and will never disclose information about you to third parties, except:

  1. Financial transactions relating to our services are handled by our payment services providers. We will share transaction data with our payment services providers only to the extent necessary for the purposes of processing your payments, refunding such payments and dealing with complaints and queries relating to such payments and refunds.
  2. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.
  3. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

Third party websites

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors, and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

Accessing your personal information

You have a statutory right to access any personal information that we hold about you, how we obtained it, and to whom we may pass it on. Provision of such information will be subject to the supply of appropriate evidence of your identity (for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address).

To exercise this right, your application must be in writing to the Data Controller, Tripindigo, at customers@tripindigo.com.

You can also ask us to correct, update or delete any inaccurate personal data. We will consider and respond to all requests in accordance with applicable law.

Retaining and deleting personal information

We will retain any personal information we need to provide you with any service you buy for the period during which we provide that service to you, and for a period of 12 months following the service, unless there is a legal requirement to keep records.

We may keep your contact details for as long as we have your consent to send you marketing information. You may instruct us at any time not to process your personal information for marketing purposes.

You have the right to ask that we delete personal data that we hold about you (known as the right to be forgotten) or restrict the way in which we use such personal data. You also have the right to object to our processing of your personal data.

Right to complain

To exercise any of your rights, or if you have any questions about this Privacy Policy, a concern, or think there is a problem with the way we are handling your personal information, please contact the Data Controller in the first instance by email at customers@tripindigo.com. We will take reasonable steps to work with you to attempt to resolve your complaint. 

If your complaint cannot be resolved by us, you have the right to raise your concern with the Information Commissioner’s Office (ICO). 

Changes to this privacy policy

Tripindigo has the discretion to update this Privacy Policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage you to frequently check this page for any changes about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this Policy and Terms of Service. If you do not agree to this Policy, please do not use our Site. Your continued use of the Site following the posting of changes to this Policy will be deemed your acceptance of those changes.

This policy was last updated on 10 June 2018 in accordance with the GDPR.

Terms & Conditions

Terms and conditions

Tripindigo and Tripindigo.com is the trading name of the on-line travel agent platform at www.tripindigo.com.

Tripindigo is wholly owned and operated by EasyOTA Ltd.

The following Terms and Conditions apply generally to all services offered by Tripindigo and the use of the website Tripindigo.com

Please ensure you carefully read the Terms and Conditions. Your payment for any of the Flight Tickets, Accommodation, Car Hire, Transfers and Experiences confirms acceptance of these terms and conditions.

  1. Tripindigo acts as a disclosed agent for the airlines, accommodation providers, car hire companies, transfer companies and experience providers (the ‘service provider/s’)
  2. By booking on the Tripindigo website, you enter a contract directly with the selected service provider/s.
  3. Bookings are subject to the airlines, accommodation providers, car hire companies, transfer companies and experience providers’ terms and conditions, and policies and you should read these before proceeding with your booking.

a.For a Flight company’s full terms and conditions select the relevant carrier from the list below

  1. Aero NAV’s Full Terms and Conditions
  2. Aerolink’s Full Terms and Conditions
  3. Air Excel’s Full Terms and Conditions
  4. Airkenya Express’s Full Terms and Conditions
  5. As Salaam Air’s Full Terms and Conditions
  6. Auric Air’s Full Terms and Conditions
  7. Blue Sky Aviation’s Full Terms and Conditions
  8. Coastal Aviation’s Full Terms and Conditions
  9. FlightLink’s Full Terms and Conditions
  10. Fly 540’s Full Terms and Conditions
  11. Mombasa Air Safari’s Full Terms and Conditions
  12. Regional Air’s Full Terms and Conditions
  13. Safarilink’s Full Terms and Conditions
  14. Skyward Express’s Full Terms and Conditions

​b. ​For any other service provider on the Tripindigo website, such service providers’ complete list of terms and conditions are found on their page prior to checking out.

ROLE AS AGENT

  1. Our role as agent is limited to facilitating bookings and arranging documentation.

OFFER TO PURCHASE AND CONTRACT

  1. A Tripindigo booking is an offer by you to purchase the relevant service as offered on the Tripindigo website.
  1. CONTRACT: A contract for the service arises directly between you and the airlines, accommodation providers, car hire companies, transfer companies and experience providers when Tripindigo sends you a confirmation email and itinerary indicating that your booking has been accepted, and processed your card payment. It is not until you receive a booking confirmation email from us or your card has been charged that your selected service/s is/are booked and paid and your booking with the service provider/s is finalised.
  1. The onus rests on you to carefully check and correct any mistakes in your reservation request and in any confirmation received via Tripindigo from the airlines, accommodation providers, car hire companies, transfer companies and experience providers.
  1. AIRLINE SCHEDULES MAY CHANGE: Airlines’ schedules may change and flights may be delayed or cancelled for a range of reasons including but not limited to bad weather, air traffic control delays, strikes, technical disruptions, network changes and late inbound aircraft. Accordingly, Tripindigo does not guarantee that the airlines, will be able to carry you and your baggage in accordance with the date and time of the flights specified in your booking. Please ensure that accurate passenger details are provided when you make your booking so any changes can be notified to you.
  1. By making a booking through Tripindigo you warrant that you are at least 18 years old.
  1. Tripindigo have a right to accept or reject bookings at our discretion.
  1. Tripindigo does not accept any liability of whatever nature, whether in contract, or otherwise, for the acts, omissions or default, whether negligent or otherwise, of any represented service provider/s whom Tripindigo have no direct control over.

NO LIABILITY

  1. Any changes to airlines, accommodation providers, car hire companies, transfer companies and experience providers’ schedules / services (including delays) are under the service provider’s management and are not Tripindigo’s fault or responsibility.
  1. Tripindigo always try to settle any issues or complaints quickly and fairly. Any correspondence should be sent to us by email.

Airlines, Accommodation Providers, Car Hire Companies, Transfer Companies and Experience Providers’ Rules and Conditions of Service Provision apply.

FOR AIRLINES AND FLIGHTS

  1. For each flight booking there are additional airline flight (or fare) rules specific to that flight. They may, for example, state that the ticket cannot be cancelled or is non-refundable, and have other information relating to itinerary and refunds. You should read the flight rules for each ticket. You can find the relevant flight rules when you progress through the booking path.
  1. You are responsible for complying with the airline’s rules in relation to check-in times, reconfirmation of flights or other matters. We accept no responsibility for any issue arising due to non-compliance with rules set by the airline.
  1. Some airlines may not accept you if you need special assistance, or may apply additional fees for providing special assistance. Dangerous goods are prohibited on all flights. Pets cannot be carried as luggage.
  1. Adding your frequent flyer details to your booking does not indicate or guarantee that the selected fare is eligible for frequent flyer points or that the airline will award points for your flight.
  1. FLIGHT TICKET FARES AND TAXES

The flight fare price, taxes and booking fee as displayed in the booking summary are added together to form your final quotation.

Prices displayed include pre-paid taxes only where specified and are subject to airlines availability.

Some taxes and surcharges are not pre-payable; it is your responsibility to pay these to the airlines when required.

Fares and taxes are subject to change and are not guaranteed until you receive a confirmation email when your credit card will be charged. Any fare or tax change will be notified to you prior to you completing the booking. Upon successful confirmation, you will be charged the booking price that is displayed in your final booking summary immediately before you click ‘Book It’.

Airlines’ fare conditions and class of travel can change at any time. Routing restrictions and other special conditions may apply.

  1. IDENTIFICATION, PASSPORT & VISA REQUIREMENTS

These are the responsibility of all individual travellers.

For domestic flights the name of the booked passenger must match the passenger’s photo ID provided at check-in.

When you make an international flight booking it is your responsibility to ensure that the booking name appears exactly as it does in your passport. Tripindigo takes no responsibility for names entered in any variation other than what is on your passport and in the same order.

You must ensure your passport has a validity of at least six months from the date of arrival into any country.

You are responsible for ensuring that you meet the passport, visa, health and other documentation requirements, current at the time of travel, of the countries you wish to visit and those that you transit (even if it is for a plane change).

Tripindigo will not accept any responsibility if you are denied boarding or deported due to non-fulfilment of the above.

CANCELLATIONS AND AMENDMENTS

  1. The airlines’ policy on cancellations and amendments will be displayed on the booking page. If you need to change or cancel your flight, it is your responsibility to contact us as soon as possible. This enables us to attempt to cancel your reservation with the airlines.

Some tickets are non-refundable, but can be applied (for a limited time) toward future travel, less any applicable penalties. Some tickets do not allow changes. In most cases, airlines will charge a cancellation fee (in some instances this may be 100% of the fare).

  1. Airlines, accommodation providers, car hire companies, transfer companies and experience providers’ refunds may take up to 12 weeks to be processed by the service providers and this is beyond our control.

Where refunds are due to you directly from a service provider, Tripindigo will provide reasonable assistance to you in claiming the refund from the relevant service provider/s.

Please note: all refunds are processed in accordance with the serice / product owner Terms and Conditions and OR . Refunds made may in some instances be made nett of direct fees incurred (the payment provider fees) in processing the payment portion of the booking.

Complaints concerning Products and Services booked

In case of disputes or protests, please ensure contact us immediately so the Supplier can do its utmost to assist in the resolution of the issue.

We nor the supplier take any responsibility for the quality of the hotel booked. Any complaints relating to hotel facilities, standard or quality need to be brought to the attention of the hotel management at the time of the stay so the hotel can be given the opportunity to try and rectify the situation.

If you have done this and not received a satisfactory resolution to the problem please contact our Customer Help Centre.

If a counter offer or a reduction of the price of the stay is made by the hotel where the Supplier is required to resolve the issue later, you will need to provide proof of this in writing, endorsed and signed by the hotel.

If it is not possible to resolve the issue at the time, the complaint should come to us in writing within fifteen days of the last day of the occupancy. After this deadline nothing else will be taken into consideration.

The Supplier will apply all measures reasonably available to them so that their Providers accept the responsibility and compensation for any complaint by the Client’s Customers regarding the services provided by the Supplier.

Neither Tripindigo nor The Supplier shall have no personal liability to the Client or Customer for complaints.

ABOUT OUR LIABILITY

  1. Tripindigo make every effort to ensure all information displayed on the site is accurate; however, as considerable information is accessed from our suppliers, and in many cases directly maintained by said suppliers, Tripindigo are unable to guarantee the accuracy of all information nor are Tripindigo able to guarantee that the site is free of errors or faults.
  1. Tripindigo reserve the right to change flight information published on the site at any time. Tripindigo are not liable to you or any other person for any loss resulting directly or indirectly from the use of a linked site.
  1. All warranties and other terms which are not expressly included in these terms and conditions are excluded to the maximum extent permitted by law. Where our liability cannot be excluded, to the maximum extent permitted by law our liability will be limited to:

(i) For breach of implied terms, at our option, to resupply of the service or the cost of resupplying the service; or

(ii) Otherwise, to the value of the booking made.

  1. To the maximum extent permitted by law, Tripindigo is not liable however caused (including negligence) for any loss of data, loss or income or profit, disappointment, or indirect, incidental, or consequential loss arising from your use of the site or any bookings.
  1. These terms and conditions do not affect consumers’ statutory rights.

GENERAL

  1. The laws of England govern these terms and conditions and you submit to the non-exclusive jurisdiction of the courts in England.
  1. Tripindigo may change or modify all or any part of these terms and conditions by posting changes to the site.