ACTIONABLE FEEDBACK POLICY

At Dubaidesertsafaritrip.com, your feedback is what drives us to deliver a better, safer, and more memorable desert experience with every booking. This policy explains how we collect, review, and act on the input we receive from our guests and partners.

DubaiDesertSafariTrip.com is a digital subsidiary of Travel Saga Tourism, specialising in desert safari tours, adventure activities, and customised desert experiences in Dubai.

Purpose

This policy creates a clear and transparent system for handling feedback from our guests and partners. It aims to:

• Provide accessible channels for all guests and partners to share their thoughts
• Define how we review, prioritise, and respond to the feedback we receive.
• Ensure that useful suggestions and legitimate concerns can lead to improvements.
• Maintain accountability by letting you know when your feedback has made a difference.

How to Submit Feedback

We accept feedback through the following channels:

• Email: feedback@travelsaga.com  
• Phone / WhatsApp: +971 4 268 4645 | +971 50 3399740 
• Social Media: Tag us or DM us on our social media channels

For the most helpful feedback, please include your booking reference number, the date of your tour, and a clear description of your experience or suggestion. For more information about our company, services, and experience, visit our About Us page

What We Welcome

We actively seek all forms of constructive input, including:

• Tour quality and experience feedback – dune bashing, camel rides, quad biking, dune buggy rides, heritage safaris, luxury experiences, and camp activities.
• Safety concerns – anything relating to vehicle condition, driver behaviour, guide conduct, or activity safety.
• Service quality feedback – pick-up and drop-off punctuality, support responsiveness, camp hospitality, and food quality.
• Pricing and transparency concerns – any instance where the price or inclusions did not match what was communicated at the time of booking.
• Booking and website issues – difficulties with the booking process, payment, confirmation emails, or information on our website.
• Suggestions for new experiences – we are always looking to expand our offerings based on what guests want.
• Compliments – knowing what we do well helps us protect the experiences our guests love most.

If your feedback concerns an immediate safety risk or emergency, please contact our team by phone or WhatsApp immediately rather than waiting for email acknowledgement.

What We Cannot Accept

We welcome honest and constructive feedback. However, we may decline to engage with submissions that contain threats, abusive or discriminatory language, deliberately false or misleading claims, fraudulent information, or attempts to misuse our feedback process. Legitimate complaints will always be treated seriously, even when they involve negative experiences or criticism.

How We Process Feedback

Feedback is handled through the following structured process:

• Acknowledgement – We confirm receipt within 48 hours via your preferred contact channel.
• Categorisation and Routing – Feedback is classified by type and directed to the relevant team: operations, customer care, or management.
• Review and Action – The responsible team investigates and decides on the appropriate course of action.
• Closing the Loop – We will let you know how your feedback was addressed and, where appropriate, what action was taken.

Privacy and Confidentiality

Your personal information – name, contact details, and booking data – is used solely to respond to your feedback and is never shared with third parties without your consent. Anonymous submissions are accepted, though our ability to follow up directly will be limited. Feedback used for internal training or analysis is always anonymised. You may request deletion of your data at any time by contacting [email protected]. Full details are available in our Privacy Policy.

Complaints and Escalation

If your concern has not been resolved to your satisfaction:

• Reply to your original case email with your booking reference. Your case will be escalated to a senior member of our team for review.
• For formal complaints, email [email protected] with the subject line “Formal Complaint.” A member of our management team will review and respond within 7 business days.

Dubaidesertsafaritrip.com is committed to resolving every legitimate complaint fairly, transparently, and without unnecessary delay.

Policy Updates

We review this policy annually or when significant changes to our operations require it. We also welcome feedback on this policy itself – if anything is unclear, please let us know at  [email protected]