Damage Management Policy

At Galaxy Trips, we prioritize your travel experience and ensure that our services align with the highest standards of care and transparency. This Damage Management Policy outlines how we address any claims or concerns regarding damage or loss of property related to travel services booked through us.

1. Scope of the Policy

This policy applies to:

  • Damaged or lost baggage during your journey.
  • Damages caused to property or belongings during hotel stays or transportation services booked through us.
  • Other incidents related to travel services purchased from Galaxy Trips.

2. Airline-Related Damages

Baggage Damage or Loss

Airlines are primarily responsible for handling damage or loss of checked or carry-on baggage. However, we will assist you in filing a claim with the airline.

  • Steps to Report Damage or Loss:
    1. Notify the airline’s baggage service desk immediately upon discovering the issue.
    2. Complete the airline’s property irregularity report (PIR) at the airport.
    3. Contact us for further assistance with your claim.
  • Airline Liability: Compensation for baggage damage or loss is subject to the airline’s liability policies, as outlined in the Montreal or Warsaw Convention.

3. Hotel-Related Damages

Damage to Property

If you experience damage to your belongings during a hotel stay booked through us, we recommend the following:

  • Report the issue to the hotel management immediately.
  • Retain documentation or evidence, such as photos or written reports, to support your claim.
  • Contact Galaxy Trips to facilitate communication with the hotel if required.

Hotel Liability

Hotels are responsible for addressing claims related to damage or loss of property within their premises. Compensation is subject to the hotel’s policies and local regulations.

4. Rental Car or Transportation Damages

Vehicle Damage

If a vehicle rented through our platform sustains damage during your trip:

  • Notify the rental car company immediately.
  • Refer to the terms of your rental agreement regarding liability and insurance coverage.
  • If additional coverage was purchased through us, contact us for assistance with your claim.

Third-Party Transportation Services

In cases of damage or loss involving third-party transportation services, such as taxis or shuttles:

  • Report the incident to the service provider immediately.
  • Contact our customer support team for guidance on resolving the issue.

5. General Guidelines for Claims

Documentation

To process any claim effectively, we recommend:

  • Keeping all receipts, invoices, and relevant documentation.
  • Taking photographs of the damage.
  • Collecting written statements from the service provider where applicable.

Timeline for Reporting

  • Claims must be reported within 7 days of the incident to ensure timely resolution.
  • Delays in reporting may affect the ability to secure compensation.

Limitations of Liability

Galaxy Trips acts as an intermediary between customers and travel service providers (e.g., airlines, hotels, rental car companies). While we strive to assist with claims, compensation is subject to the policies of the respective service providers.

6. Preventive Measures

Baggage Protection

  • Use sturdy luggage and label your bags with contact information.
  • Consider purchasing travel insurance for additional coverage.

Travel Insurance

We highly recommend obtaining comprehensive travel insurance to cover unforeseen incidents, including damage or loss of property.

7. Contact Us for Assistance

If you experience any issues related to damage or loss, our team is here to assist you. Contact us with the details of your claim, and we will guide you through the resolution process.

Email: support@galaxytrips.co.uk
Phone: 0800 368 9889

At Galaxy Trips, we are committed to providing support and solutions for any challenges you face during your journey. Your satisfaction is our priority.