Our promise
We want every customer to return from their holiday with great memories. If something hasn’t gone as planned, we’d like the opportunity to put it right.
We’ll always take your concerns seriously, investigate them fairly and respond honestly.
During your holiday
If something isn’t right while you’re away, please tell the relevant supplier (such as your hotel) as soon as possible, as many problems can be resolved immediately.
Please also contact Tailor Made Rail as soon as you can. The sooner we know about an issue, the more chance we have of helping while you’re still travelling.
After your holiday
If you’re unhappy with any aspect of your holiday after you return home, please contact us as soon as possible, ideally within 28 days of your return.
You can email us at:
feedback@tailormaderail.com
or write to:
Tailor Made Rail Ltd, 34-36 Grays Inn Road, London, WC1X 8HR, UK
Please include:
- your booking reference;
- a brief description of your complaint;
- any supporting documents or photographs;
- what outcome you’re hoping for.
What happens next?
We’ll acknowledge your complaint within 5 working days.
Your complaint will normally be investigated by our Customer Experience Team, who will review the circumstances, speak to any relevant suppliers and respond as fully as possible.
If we need longer because we’re waiting for information from a supplier, we’ll keep you updated.
Our aim is to provide a full response within 28 days wherever possible.
If you’re still unhappy
If you don’t feel we’ve resolved your complaint, you can ask us to carry out a further review.
This will normally be undertaken by a senior manager who has not been directly involved in the original investigation. Where appropriate, the Managing Director may become involved.
Independent advice
Nothing in this procedure affects your legal rights.
If you’re not satisfied with the outcome of your complaint, you may wish to seek independent advice or pursue any rights available to you under the Package Travel and Linked Travel Arrangements Regulations 2018. You can also contact the Travel Trust Association.