Customer Service Policy

1. Purpose

This Customer Service and Complaints Policy sets out how Traveline Information Ltd (“Traveline”, “we”, “our”, “us”) provides customer support and manages complaints relating to its telephone and SMS services (“the Services”).

We aim to deliver a high standard of service and ensure that any complaints are handled promptly, fairly, and transparently.

2. Customer Service Commitment

Traveline is committed to:

- Providing clear, accurate, and timely travel information

- Treating all customers with courtesy, fairness, and respect

- Communicating in a clear and accessible manner

- Responding to enquiries and issues efficiently

- Continuously improving our services based on customer feedback

3. Contact Channels

Customers may contact Traveline for support, or complaints through the following channels:

22 Greencoat Place

London

WP12 2PR

These channels are clearly visible on the web pages of the service.

4. Complaints Handling

Customers may submit complaints via telephone, online contact form, email or by post using the channels at section 3 above.

All complaints are reviewed daily on working days and resolved within five (5) working days where possible.

5. SMS Refund Policy

We are aware that given the nature of our service, it is possible that complaints and claims may be generated, related above all to its cost. 

To facilitate the reception of any claims, we have made available to customers who require it four ways to transmit them, which are the contact channels set out at 3 above.

Considering the service we offer and the costs that customers might incur, our refund policy is straightforward and simple. 

When a refund claim comes through our customer service channels, it is automatically given priority treatment. 

After requesting the customer the necessary information to verify the use of the service and the cost that it has entailed as follows:

- Proof of charges  (invoice from his/her telephone operator)

- Date/time of interaction

- Telephone number used

If everything is in order, a transfer of the amount of the service will be made to the bank account that the customer indicates. This transfer will be made within 5 days of verification of the requested information, thus minimizing the resolution time of the incident. 

6. Communication and Conduct

Traveline expects respectful interactions and may terminate abusive communications.

7. Data Protection and Privacy

All data is handled in accordance with applicable data protection laws and Traveline’s Privacy Policy is avaiable here https://www.traveline.info/privacy-policy 

8. Monitoring and Quality Assurance

Interactions may be recorded for quality, training, and compliance purposes.

9. Limitations

Traveline is not responsible for third-party charges or external disruptions.

10. If You Are Not Satisfied

Complaints unresolved after 8 weeks may be escalated to an ADR provider.

11. Amendments

Traveline may update this policy at any time.