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Complaints Procedure
Tiger Holidays · Help & Support
During your trip
Tell the relevant supplier about the problem as soon as possible and ask them to record it.
Contact Tiger Holidays / PAXIMUM at [email protected] so that the issue can be coordinated with Caria and the supplier.
Give the organiser and supplier a reasonable opportunity to investigate and remedy the problem.
Keep relevant evidence, including photographs, receipts, messages and names of people you spoke to.
After your trip
Email [email protected] with the subject "Complaint - Booking [reference]". Please include the lead traveller's name, booking reference, travel dates, the services affected, what happened, when it was reported during travel, the resolution requested and any supporting evidence.
How your complaint is handled
PAXIMUM UK LTD will administer the complaint as Caria's authorised agent and will coordinate with CARIA HOLIDAYS LTD, the organiser of the applicable package, and the relevant travel suppliers.
We aim to acknowledge a general travel complaint within 5 working days and provide a substantive response within 28 days where reasonably possible. Complex matters involving suppliers, insurers, payment providers or regulators may take longer; we will keep you informed.
Data protection complaints
If your complaint is about the use of personal information, state "Data Protection Complaint" in the subject line. We will acknowledge the complaint within 30 days and will investigate and respond without undue delay. You may also complain to the UK Information Commissioner's Office.
Alternative dispute resolution
If an alternative dispute resolution route applies to your complaint, we will provide the relevant details. We will not claim membership of a trade association or ADR scheme unless that participation is current and verified.
Version 1.0 · Effective 14 August 2026
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