Effective Date: 8 September 2026 Last Updated: 8 September 2026
Prime Vistaa Holidays ("Company", "we", "us", "our") is committed to addressing customer concerns and complaints promptly, fairly, and transparently. This Grievance Redressal Policy is published in accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Consumer Protection Act, 2019, and the Digital Personal Data Protection Act, 2023, and explains how you can raise a grievance and what to expect from us.
1. What Counts as a Grievance
A grievance may relate to, among other things:
- A booking, payment, refund, or cancellation issue not resolved by our regular support team.
- Service quality concerns regarding a tour, hotel, transport, or other arrangement made through us.
- Concerns about how your personal data has been collected, used, or shared (see also our Privacy Policy).
- Any unfair, misleading, or deceptive practice you believe you have experienced on our website or through our representatives.
- Any other complaint that has not been satisfactorily resolved through normal customer support.
2. Our Grievance Officer
In compliance with applicable law, we have appointed a Grievance Officer to receive and resolve complaints:
- Name: Ranjan Tafadar
- Designation: Grievance Officer
- Phone: +91 74394 22239
- Email: grievance@primevistaa.com
- Address: 83 S P Mukherjee Road, Kolkata 700026, West Bengal, India
- Availability: Monday–Friday, 10:00 AM – 6:00 PM IST
The same officer also acts as our Data Protection Officer (DPO) for privacy-related complaints under the Digital Personal Data Protection Act, 2023.
3. How to Raise a Grievance
- First, contact regular support at support@primevistaa.com or cancellation@primevistaa.com for routine booking, payment, or service queries — most issues are resolved at this stage.
- If unresolved, or for a formal complaint, write directly to our Grievance Officer using the contact details in Section 2, quoting:
- Your full name and booking reference number;
- A clear description of the issue and the resolution you are seeking;
- Any supporting documents (booking voucher, payment receipt, correspondence, etc.).
We recommend raising grievances in writing (email) so there is a clear record, though you may also call our Grievance Officer directly.
4. Acknowledgement & Resolution Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of your grievance | Within 48 hours of receipt |
| Resolution or a substantive response | Within 30 days of receipt, or as prescribed under applicable law from time to time |
| Data-related grievances (DPDP Act) | Handled per the timeline prescribed under the DPDP Rules, 2025 |
If your grievance requires additional time due to its complexity (e.g., verification with a third-party supplier, embassy, or payment gateway), we will inform you of the expected timeline and reasons for the delay.
5. Escalation
If you are not satisfied with the resolution provided by our Grievance Officer, you may escalate your complaint to:
- For consumer/service complaints: The National Consumer Helpline (1915 / 1800-11-4000) or the appropriate Consumer Disputes Redressal Commission having jurisdiction, or the e-Daakhil portal (edaakhil.nic.in).
- For data protection complaints: The Data Protection Board of India, once your grievance with our DPO remains unresolved or unaddressed within the prescribed timeline.
- For travel-trade specific complaints (if applicable to your booking): The Ministry of Tourism, Government of India, or your State Tourism Department.
We encourage you to raise concerns with us first, as most issues can be resolved faster through direct engagement with our Grievance Officer than through external escalation.
6. Our Commitment
- We will not discriminate against or penalise any customer for raising a genuine grievance in good faith.
- All grievances are logged, tracked, and reviewed periodically by management to identify recurring issues and improve our services.
- Grievances involving personal data are handled in line with our Privacy Policy and applicable data protection law.
7. Governing Law
This Policy is governed by the laws of India. Disputes not resolved through this grievance process are subject to the exclusive jurisdiction of the courts at Kolkata, West Bengal, without prejudice to your rights before any statutory consumer or data protection authority.
Prime Vistaa Holidays 83 S P Mukherjee Road, Kolkata 700026, West Bengal, India Phone: +91 74394 22239 Grievance Officer: Ranjan Tafadar