- PQR: abbreviation of petitions, complaints and claims.
- PETITION: Verbal or written request with the purpose of requiring your intervention in a specific matter. The petition can be a request, information or a suggestion.
- COMPLAINT: Manifestation of dissatisfaction of a client in relation to the attention received by Kite Eco Travel S.A.S
- CLAIM: Manifestation of dissatisfaction of a client in relation to a non-compliance in the provision of a service operated or provided by a third party (provider)
If our website receives any PQR from an agency or natural person (client), referring to the attention of an officer of Kite Eco Travel SAS, it will be sent to the corresponding staff who will respond to the request as soon as possible (maximum 30 days) the response will contain the description of the case and the decision on the actions to be taken to answer them.
Once the PQR has been registered, the assessor reviews it and sends the acknowledgment of receipt and forwards the PQR to the indicated person, who will give the corresponding treatment to it.
If the PQR is about any of the services operated or provided by a third party or provider (airline, hotel, transport, receptive, etc.), it will be sent directly to the provider of the service or provider so that they can give the corresponding treatment to the PQR.
Once the PQR is known, the corresponding area coordinator communicates with the agency or natural person (client) in a person, via telephone or by written notice to expand, if needed, the information on the subject.
If an appeal is filed between the agency or natural person (client) and Kite Eco Travel S.A.S and the person in charge will take the process to the legal advisor. If the PQR is received by email, it is sent to the corresponding area coordinator to follow the procedure described above.