Grievance Redressal Policy
How customers raise a complaint about a booking, a payment or their personal data, and how quickly we respond
Effective: October 2026
Version 1.0
In plain words
If something goes wrong with a booking, a refund or the way we handle your data, tell us. Every complaint gets a ticket number, a named owner and a reply on a fixed clock: acknowledged within 24 hours and resolved within 15 days for most issues. Privacy requests have their own track, and you can always escalate to the Grievance Officer and, after that, to the regulator.
Purpose and scope
This policy explains how T4Travelonline Private Limited (“T4Travel”, “we”, “us”) receives, tracks and resolves complaints from customers, corporate users, travel partners and any person whose personal data we process. It covers www.t4travelonline.com, the T4Travel mobile app (Android and iOS), our corporate portal and our offline channels (call centre, email and our Mumbai office).
It applies to complaints about:
- flight, hotel, holiday, tour, transfer, group and insurance bookings made through us;
- payments, refunds, cancellation charges, wallet balances and corporate credit limits;
- the behaviour of our staff or the quality of our service;
- how we collect, use, share, correct or delete personal data, including requests under the DPDP Act;
- content on our website or app that a person believes is unlawful or infringes their rights.
Complaints that are really about an airline, hotel or other supplier are still welcome here. We take ownership of chasing the supplier and keep you informed; you should not have to deal with them on your own.
Legal basis
This policy is written to satisfy the strictest of the timelines that apply to us, so that one process meets all of them:
| Law | What it asks of us |
|---|---|
| DPDP Act 2023, section 8(10) and section 13; DPDP Rules 2025 | An effective grievance mechanism for data protection complaints, a published response period that is reasonable and never more than 90 days, and the right to approach the Data Protection Board once our process is exhausted. |
| Consumer Protection (E-Commerce) Rules, 2020 | Publish the Grievance Officer's name, contact details and designation. Acknowledge every consumer complaint within 48 hours and redress it within one month. |
| IT (Intermediary Guidelines) Rules, 2021 | Where we act as an intermediary: acknowledge within 24 hours and dispose of the complaint within 15 days. |
| IT (SPDI) Rules, 2011, rule 5(9) | A Grievance Officer who resolves complaints about personal information within one month. |
| Consumer Protection Act, 2019 | Consumers may approach the National Consumer Helpline or a Consumer Commission at any time. |
Our commitments
| Stage | Timeline | What you can expect |
|---|---|---|
| Acknowledgement | Within 24 hours | An email or SMS with your ticket number (for example GRV-2026-000123) and the name of the person handling it. |
| Booking, payment and service complaints | Resolved within 15 days | A written outcome with reasons. If a supplier is involved and needs longer, we tell you why and give a new date, and in any case close within 30 days. |
| Requests about your personal data (access, correction, erasure, nomination, withdrawal of consent) | Within 30 days | Most requests are done much sooner. Complex cases are completed within the outer limit of 90 days set under the DPDP Rules, and we explain the delay in writing. |
| Unlawful or harmful content | Removed or disabled within 24 to 72 hours, as the law requires | Content that is clearly unlawful, or that the law requires us to act on faster, is handled first. |
| Escalation to the Grievance Officer | Reviewed within 7 days | A fresh review by someone who did not handle the original complaint. |
How to raise a complaint
Use whichever channel is easiest for you. All of them feed the same ticketing queue, so nothing is lost between teams.
- 1In the app or on the website: Profile → Help & Support → Raise a ticket, or from the booking itself (My Bookings → Need help).
- 2Email: privacy@t4travelonline.com for complaints and anything about your personal data.
- 3Phone: +91 22 4016 2333 / +91 97695 45777. The agent will open a ticket for you while you are on the call.
- 4Post or in person: 109 Shree Krishna Commercial Centre, 6 Udyog Nagar, S V Road, Goregaon West, Mumbai 400104, Maharashtra, India.
To help us resolve it quickly, please include your name, registered mobile or email, the booking ID or PNR where relevant, what went wrong, and what outcome you are looking for. Screenshots help. We will never ask for your card number, CVV, OTP or password to handle a complaint.
How we handle a complaint
- 1Log: the complaint is recorded with a unique ticket number, the channel, the date and time, and the category.
- 2Verify: for anything touching personal data or money, we confirm that the request comes from the account holder or someone authorised by them (for example by OTP to the registered mobile).
- 3Assign: a named owner is set according to the category: bookings, payments and refunds, corporate accounts, or data protection.
- 4Investigate: we check booking records, payment logs, supplier responses and call recordings where needed.
- 5Respond: you receive a written outcome explaining what we found, what we have done and, if we cannot do what you asked, why not.
- 6Close: the ticket is closed only after the outcome is sent. You can reopen it within 30 days if you are not satisfied.
Escalation
| Level | Who | When to use it |
|---|---|---|
| Level 1 | Customer Support team | Your first point of contact for any complaint. |
| Level 2 | Grievance Officer and Data Protection Contact | If you are not satisfied with the Level 1 outcome, or no reply arrived on time. |
| Level 3 (data protection) | Data Protection Board of India | After our process is exhausted, for complaints about your personal data, as provided in section 13(3) of the DPDP Act. |
| Level 3 (consumer) | National Consumer Helpline (1915 or consumerhelpline.gov.in) or the appropriate Consumer Commission | For consumer disputes about services, charges or refunds. |
| Level 3 (content) | Grievance Appellate Committee (gac.gov.in) | Where the complaint concerns content and the Intermediary Rules apply. |
Grievance Officer
As required by the Consumer Protection (E-Commerce) Rules, the IT Rules and the DPDP Act, our Grievance Officer's details are published here and on our website and app:
| Field | Details |
|---|---|
| Email (privacy and data requests) | privacy@t4travelonline.com |
| Phone | +91 22 4016 2333 / +91 97695 45777 (Monday to Saturday, 10:00 to 19:00 IST) |
| Post | T4Travelonline Private Limited, 109 Shree Krishna Commercial Centre, 6 Udyog Nagar, S V Road, Goregaon West, Mumbai 400104, Maharashtra, India |
Records, reporting and fairness
- Ticket records are kept for 3 years after closure so that we can show how each complaint was handled, and longer if a legal dispute is open.
- The Grievance Officer reviews a monthly report of open tickets, missed timelines and repeat issues, and fixes the cause, not just the ticket.
- Raising a complaint never affects your bookings, your account or the price you are offered.
- Complaint data is used only to resolve the complaint and improve our service, as described in our Privacy Policy.
Document ref: T4T-POL-GRV-01 · Version 1.0 · Effective October 2026. Questions about this policy: privacy@t4travelonline.com