Complaints - International Travels 

How to Submit a Complaint?
Your feedback is very important to us—it helps us improve the quality of our services and customer care.

How to Report a Complaint?
You can submit your complaint in writing using one of the following methods:
• Complaint form: Click here to access the form.
• By mail:
Vacation Club 2 Spółka z ograniczoną odpowiedzialnością Sp.k.
ul. Marszałkowska 72/17, 00-545 Warsaw
• Email: kontakt@vacationclub.pl

Complaints should be submitted no later than 30 days after the end of the trip or service. Submissions after this deadline may not be considered.

What Should the Complaint Include?
To expedite the process, please include:
• your details (name, address, email, phone number),
• reservation number,
• a detailed description of the issue,
• supporting documents (e.g., photos, copies of contracts).

What Issues Can Be Complained About?
We handle complaints related to:
• service during the purchase of services,
• post-sale service,
• errors on the website,
• promotions on Wakacje.pl.

If the issue concerns the service itself (e.g., trip, insurance, parking), the complaint should be directed to the service provider. In some cases, we can forward your complaint to the relevant organizer or service provider, in accordance with the terms of participation.

What Is the Complaint Review Process?
Upon receiving a complete submission, we will inform you about the start of the process. A response, including justification and any potential compensation, will be sent via email or courier within 14 days of the complaint being submitted.

Important: For complaints regarding services provided by tour operators or other entities, the Agent forwards the complaint to the appropriate institution and informs the Client about the outcome.

Important Links
• VacationClub.pl operates based on the law: Link to legislation
• VacationClub.pl Regulations: