When to Submit a Claim
You can submit an official claim regarding the quality of a completed tour product under your booking if you experienced service issues during your trip. Claims should address problems with hotels, tours, ground services, or other travel components that did not meet expected standards.
How to Submit a Claim
Claims can be submitted through one of the following two methods:
Method 1: By Mail or Courier
Send your claim to:
7901 4th St N STE 300
St. Petersburg, FL, USA 33702
Method 2: By Email
Send your claim to: book@travel-code.com
Required Documentation
When submitting a claim, the following documents must be attached:
- Traveler's signed claim: An official written and personally signed claim from the traveler, indicating their full name, booking number, and date of submission
- Company cover letter: A cover letter from your company outlining the nature of the claim, including the date, traveler's full name, and booking number. This letter must be signed by an authorized representative of your company and stamped
- Supporting evidence: Documents proving the facts stated in the claim (e.g. photos, videos, receipts for additional expenses, etc.)
- Confirmation sheet: Copy of the booking confirmation
- Proof of payment: Documentation showing payment was completed
- Contact details: Full name, phone number, and email of the responsible manager for follow-up communication
Important: Claims will not be accepted if the full set of documents and a signed claim from the traveler are not provided.
Critical Deadlines
Immediate Submission Required
Claims must be submitted to the Tour Operator immediately on the same day the traveler submits their complaint. Delays in submission may affect the claim's validity or the ability to gather evidence.
Review Timeline
Claims are reviewed within 14 days from the date of receipt.
Resolution Process
If a decision is made to provide compensation and the traveler accepts the proposed resolution, your company must submit a written, signed pre-litigation settlement agreement from the traveler. This agreement formalizes the acceptance of the compensation and closes the claim.