Structured Approach & Prompt Resolution
At Viaggio Management, Complaint & Grievance Management is a structured and empathetic process designed to support travel businesses in handling customer dissatisfaction promptly and efficiently. In the travel and tourism industry, customer experience is everything—and how grievances are handled can make or break a brand’s reputation.
Viaggio offers integrated customer support across multiple channels, ensuring travelers can connect with us wherever they are, whenever they need:
We offer a centralized platform to receive and track complaints across channels—email, social media, chat, or voice support—ensuring no issue goes unnoticed or unresolved. This reduces customer frustration and improves service consistency.
Complaints are automatically categorized (e.g., flight delays, hotel issues, refund delays, service quality) and prioritized based on severity and urgency. This helps agents focus on critical issues first, improving response time and customer trust.
Viaggio Management enables handling of complaints in multiple languages, allowing regional and international customers to communicate their concerns comfortably and clearly—improving accessibility and inclusivity.
Customers can file complaints via web forms, email, or direct agent interaction.
Immediate acknowledgment messages are sent with ticket numbers and timelines.
Dedicated agents investigate the issue, coordinate with internal teams, and keep the customer updated.
A resolution is provided within defined SLAs, followed by feedback collection to evaluate customer satisfaction and improve future processes.
At Viaggio Management, we understand that complaints, when handled correctly, are opportunities. With our tailored grievance management system, travel businesses can build long-term trust, reduce churn, and elevate the overall customer journey.