Grievance Redressal

Grievance Redressal Process

Please use the following escalation matrix if you want to submit a query or feedback regarding Club TravelScape services. Please keep in mind that you should always write to Level 1 first. If the resolution time has elapsed or your query has not been addressed as per your expectations, only then escalate to Level 2 and thereafter to Level 3. Please always quote the member id and case number which you got at Level 1 for escalation so we can trace the history quickly. Please make sure that you write to us from the email id which is registered in your account with us.

Level 1:

Have a query and want to ask our resolution team for the first time ?

Please send a mail to membercare@clubtravelscape.com mentioning your member id, membership name and nature of query in the subject line. In the description box please mention the details of your query clearly. If you want to add any attachments to further elaborate please do so. You can add upto 3 attachments in any query.

You will get an auto-response from our system with a Case Number which has been assigned to your query. Kindly quote this case number in any subsequent emails which you write to us. The Level 1 team will respond to your query within 2 working days.

Level 2:

If you are not satisfied with the resolution provided to your query, you can escalate to the next level by writing to
membersupport@clubtravelscape.com, Head Centralised Customer Service. Please clearly mention the Case Number which was assigned to your query at Level 1, member id and membership name in the subject line when you escalate to the second level. At this level we accept only cases which have been sent to Level 1 and the Case no. is mentioned clearly in the subject line.

Please mention the specific reason why you are not satisfied with the resolution provided by the Level 1 team in the description box along with any other necessary information which will help us understand better.

The Level 2 team will respond to your mail within 3 working days.

Level 3:

If you are not satisfied with the resolution provided to your query by the Level 2 team, you can escalate to the next level by writing to 
 membersolutions@clubtravelscape.com, Head Grievance Redressal. Please clearly mention the Case Number which was assigned to your query at Level 1, your member id and membership name in the subject line when you escalate to the third level. We accept only cases which have been sent to Level 2 and the Case no. is mentioned clearly in the subject line.

Please mention the specific reason why you are not satisfied with the resolution provided in the description box along with any other necessary information which will help us understand better.

The Level 3 team will respond to your mail within 4 working days.

If you are not satisfied with the resolution provided by the above teams, you may write to Rohit Vetal (rohitvetal@clubtravelscape.com) who is the Chief of Member Experience.