1. Hotel Unavailability: TPG guarantees that in the event the promised hotel is unavailable, we will promptly replace it with an alternative of equal or superior quality, both in terms of location and facilities.
2. Uncompleted Activities: If any scheduled activity cannot be completed due to unforeseen circumstances, TPG commits to either rescheduling the activity or agrees a suitable alternative with the client.
3. Force Majeure: In cases of Force Majeure, TPG will diligently assist the client in finding the best possible solution. Any additional costs incurred will be billed to the client at cost.
4. Late Cancellations: If a client needs to cancel a tour or part of a tour after the contractual free cancellation period, TPG will minimise extra costs. Any reductions in cancellation fees negotiated with suppliers will be passed on to the client.
5. Quality Assurance: If any booked element of the programme does not meet the promised level of quality, TPG will evaluate the issue and respond within 2 working days after receiving a complaint.

Process:

Hotel Replacement Procedure:

• TPG identifies an issue with the hotel. Finds and proposes a similar or superior hotel in the same area.
• Contacts the client, presents the solution, and obtains confirmation.
• Books and confirms new accommodation, covering any additional costs.

Uncompleted Activity Handling:

•  TPG identifies an issue with an activity.
• Checks the possibility to reschedule the activity on the same or upcoming days. Or agrees a suitable alternative with the client.
• If rescheduling or alternatives are not possible, the refund process will be initiated.

Force Majeure Incident Resolution:

• TPG identifies a Force Majeure incident affecting a tour.
• Finds a solution, informs the client, and obtains confirmation on the solution and any added cost.
• Adds extra costs to the bill at actual cost.

Late Cancellation Management:

• TPG receives a late cancellation from the client.
• Cancels unnecessary items, aiming to reduce or avoid any costs.
• Adjusts the contractual cancellation fee down with any savings achieved with suppliers.

Complaint Resolution:

• TPG receives a complaint from a client regarding a specific supplier or item on a tour.
• Investigates and concludes events with the client.
• Suggests improvements/amendments to following departures and/or compensation depending on severity for items not delivered as promised.
• Adjusts any savings on the final bill or refunds them to the client.