This Complaint Handling Procedure sets out how Book GCC Trip handles a formal complaint — as distinct from a routine support question, which our Customer Support Policy covers. It explains how to lodge a complaint, how we acknowledge and investigate it, realistic timeframes for a response and resolution, and how to escalate if you remain unsatisfied.
This Procedure applies to complaints about any aspect of your experience with Book GCC Trip — a booking, a payment, a cancellation or refund decision, a support interaction, or the Platform itself. It does not replace, and works alongside, our Cancellation & Refund Policy and Consumer Rights Statement.
You can lodge a complaint by emailing support@bookgcctrip.com, by phone during support hours, or by contacting Abbas Jalbani, Support Manager, directly at +971 54 288 5615. Please state clearly that you are raising a complaint, not a routine support query, so it is logged and tracked as one from the start.
To help us investigate efficiently, please include: your booking reference; a clear, factual description of what happened; relevant dates; any prior communication you have already had with support about the same issue; and the outcome you are seeking.
We acknowledge receipt of a complaint within 1–2 Business Days during support hours (09:00–18:00 UAE time), so you know it has reached us and is being looked into. Acknowledgement confirms we have logged your complaint — it is not itself the outcome.
Once logged, we review the booking record, any relevant hotel communication, payment records where applicable, and prior support interactions relating to your complaint. Where the complaint concerns something the hotel is responsible for, we contact the hotel as part of the investigation. We keep the depth of investigation proportionate to the issue raised.
Most complaints are resolved within 5–10 Business Days of acknowledgement. This is a target, not a guarantee: complaints that require input from a hotel, a payment provider, or another third party can take longer. Where a complaint is going to take longer than this target, we will tell you it is still open and give you a realistic sense of timing rather than leave you without an update.
If your complaint is not resolved by first-line review, or you are not satisfied with the initial outcome, you may request escalation to Abbas Jalbani, Support Manager, at +971 54 288 5615. The Support Manager reviews the complaint and the initial outcome independently and will contact you with the result of that review.
If you remain dissatisfied after Support Manager review, you may request a final internal escalation to Mohammed Ahmed, Founder & Executive Escalation, at +971 54 339 3555. This is the last stage of our internal process and is intended for complaints that genuinely could not be resolved at the earlier two stages.
Using our internal complaint procedure does not limit any right you separately have to raise the matter with the competent UAE consumer protection authority. If you have completed our internal process — first-line support, Support Manager review, and Founder Escalation — and remain unsatisfied, you are entitled to pursue the matter with the competent UAE consumer protection authority or through any other lawful route available to you. Our internal process is intended to resolve issues directly and quickly; it is not a precondition to, and does not replace, those external rights.
Once we complete our review at any stage, we contact you with the outcome and, where applicable, any remedy offered — such as a refund under one of the two exceptions in our Cancellation & Refund Policy, a credit, or a corrected booking. We aim to explain the reasoning behind the outcome, not simply state a decision.
We keep a reasonable record of complaints and their outcomes to support internal audit, quality review, and compliance, retained for no longer than is reasonably necessary for those purposes. See our Privacy Policy for how we handle personal data generally.
| Version 1.0 | Initial publication | 6 August 2026 |