How to lodge a post tour complaint
At TourRadar, we work with over 2,500 different tour operators to bring you incredible multi-day organized adventures. We understand that sometimes things don’t go as planned, and we’re here to help guide you through the process of resolving any post-tour complaints.
If you are currently on your trip please read this article instead: https://support.tourradar.com/en/customers/im-on-tour-and-i-have-difficulty-reaching-out-to-the-operator.-what-should-i-do
When booking your trip, you agreed to two sets of terms and conditions: those of TourRadar and those of the tour operator. For on-tour and post-tour issues, the operator's terms and conditions apply. These can be found in your Booking Conversation Page under Attachments and in the document containing your booking confirmation.
What is the Booking Conversation Page, and how do I find it?
Step 1: Contact the Operator Directly
If you have a post-tour complaint, the first step is to contact the operator through your Booking Conversation Page with the following details:
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Date the issue occurred: Provide the exact date of when the problem happened.
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Details of the issue: If something didn’t meet your expectations or was not provided, first check the itinerary description and the operator's terms and conditions to ensure you are aware of what was agreed upon at the time of booking. You will then need to specify the details of your concerns in reference to this, in writing, to your operator. (Tip: We recommend uploading a screenshot of the relevant section in the Attachments of your Booking Conversation Page to help clarify your point.)
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Expected outcome: Let the operator know what you hope to achieve as a resolution.
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Previous communication: If you raised this issue while on the tour, it’s helpful to mention that in your message. We understand it can be frustrating to have to repeat yourself, but sometimes post-tour complaints are handled by a different team than the one managing issues during the tour.
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Any additional supporting information: Add any extra details or documents that may support your claim.
Step 2: Work with the Operator
Write out your message in the Booking Conversation Page and attempt to resolve the issue directly with the operator. Many tour operators have dedicated teams that handle complaints after the tour has ended, and it’s important to give them the opportunity to address your concerns first.