Complaints 2024-02-20T09:39:11+00:00

Our pledge to you

Our aim to ensure that we deliver a professional and reliable service to you our customers and clients; however, we do recognise that sometimes things go wrong and we may fall short of this aim.

If you believe you have not received a great service from us please let us know. Your feedback is crucial in helping us understand what’s happened and how we can do better by you next time. We’re sorry that you have had cause to complain and will take on board your feedback to help us improve the level of service we provide

We are dedicated to resolving any issues about our products and services in a timely and fair manner.

How to get in touch

Our process for reporting a complaint is straightforward and we aim to resolve most cases immediately. You can get in touch with us through the following channels:

By telephone: 0203 4785280

By email:

In writing: The Customer Relations Department, Grangeside Workspace, Cedar Tree Close, Hilperton, Trowbridge, Wiltshire BA14 7SZ

How we will resolve your complaint

Keeva Travel Limited is governed by the Association of British Travel Agents and in setting the rules that govern our work, the ABTA Code of Conduct has set a time limit, of 28 days for complaints to be investigated and addressed in a full written response.

What to do if you are not happy with the outcome

If you are not happy with the complaint outcome or if we’ve been unable to respond to your complaint within 28 days, you have the option to seek further advice from ABTA or the Travel Trust Association (TTA).