Complaints Handling Policy

How to complain

Write to our complaints lead at contact@falakalsuroor.com, or request a callback and an agent will call you 24 hours a day, 7 days a week. Written complaints help us keep an accurate record.

What to include

• Your name and booking reference
• What happened, and when
• Any messages or documents that help explain it
• What you would like us to do

What happens next

We acknowledge your complaint promptly, look into it, and reply in writing with our findings and what we will do, within the time allowed by applicable law. If we need more time, we will tell you why.

Complaints about the airline

Some matters, such as delays, cancellations, onboard service or baggage, are the airline's responsibility. For bookings made through us, we will help you raise the matter with the airline, but the airline decides the outcome.

If you are not satisfied

If you are unhappy with our final reply, you may contact the relevant consumer protection authority in the UAE.

Fair treatment

Raising a complaint will never affect how we handle your bookings. We use what we learn from complaints to improve how we work.