Legal
Complaints and Dispute Resolution
How to raise a concern, use the Portuguese Complaints Book, or seek independent resolution.
Our approach
A premium service should address concerns with the same care used to plan a journey. We invite clients to contact us promptly and aim to give every complaint a fair, evidence-based, and proportionate review.
How to complain
Email booking@rotailoredtravel.pt, call +351 919 732 224, or write to Romantic Odyssey Lda., Rua de Chibuto, Lote 410, R/C Esq., 1800-057 Lisboa, Portugal. Please include the booking reference, service date, lead passenger, a clear description, relevant documents, and the outcome requested.
What happens next
We aim to acknowledge a complaint within 2 business days and provide a reasoned response within 15 business days. Complex matters involving a chauffeur, supplier, insurer, or payment provider may require longer; if so, we will explain the reason and expected timing.
Evidence and privacy
We may review booking records, messages, payment data, chauffeur reports, flight information, route or dispatch records, and relevant vehicle information. Access is limited to those handling the complaint, and records are retained in line with the Privacy Policy and legal requirements.
Remedies
Depending on the circumstances, an appropriate remedy may include an explanation, apology, corrective action, service credit, partial refund, full refund, or rejection supported by reasons. Nothing in this process restricts mandatory consumer rights.
Electronic Complaints Book
Consumers may submit a complaint through the official Portuguese Electronic Complaints Book. A complaint submitted there has the same validity as one made in the physical complaints book.
Alternative dispute resolution
If a consumer dispute cannot be resolved directly, the client may contact an authorised Portuguese consumer arbitration centre. The official Portuguese RAL directory identifies the competent entity. Where Portuguese law makes participation mandatory, Romantic Odyssey Lda. will participate in the procedure requested by the consumer.
Courts and regulators
Use of an internal complaint, the Complaints Book, or alternative dispute resolution does not remove the right to contact a competent regulator or court. Cross-border EEA consumers may also seek guidance from the European Consumer Centre in their country.