Grievance Officer (India)

1. Why this page exists

Valyzen Travel operates a flight-booking platform for users in India. That makes us both an intermediary under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and an e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020. Both require us to publish a grievance-redressal channel and the timelines we commit to. Under Rule 3(2) of the IT Rules, 2021 we acknowledge every complaint within 24 hours and resolve it within 15 days of receipt.

2. How to raise a grievance

Write to our Grievance Officer with your booking reference (PNR), the email or phone number used for the booking, and a clear description of the issue and the outcome you are seeking. You will receive an acknowledgement within 24 hours.

3. General support

For any booking, payment, or account issue you can also reach our support team at support@valyzen.com, and we will route grievances to the Grievance Officer where needed.

4. What to expect

• Acknowledgement of your complaint within 24 hours of receipt.
• Resolution, or a substantive update, within 15 days of receipt.
• A written response explaining the outcome and any further steps available to you.

5. Data-protection and privacy grievances

If your concern is about how we handle your personal data — access, correction, erasure, consent, or a privacy complaint — it is dealt with under the Digital Personal Data Protection Act, 2023. Please write to privacy@valyzen.com (see our Privacy Policy for the full process and your rights). If you are not satisfied after we have had a chance to respond, you may escalate to the Data Protection Board of India.

6. Air-travel grievances (airline matters)

Some issues — flight delays, cancellations, refunds, baggage, or boarding — are governed by the operating airline’s obligations under the Directorate General of Civil Aviation (DGCA) Civil Aviation Requirements (CAR Section 3, Series M). We will help you raise these, and you can also escalate to the operating airline’s grievance channel, the Government of India’s AirSewa portal (airsewa.gov.in), or the appropriate consumer forum. See our Cancellation & Refund Policy for how refunds and airline-fare rules work.

7. If you’re still not satisfied

If our resolution does not address your grievance, you may approach the appropriate consumer forum under the Consumer Protection Act, 2019.