Complaints & Customer Assistance

Your journey is arranged by AUNZ to Bhutan and delivered in Bhutan by our trusted local partner. We are your primary point of contact and take responsibility for helping resolve any issues that arise, working closely with our partner on the ground.

If you have a concern about your booking, itinerary or payment before departure, please contact us as early as possible so we can address it. AUNZ to Bhutan will acknowledge written complaints within 2 business days. We aim to provide a substantive response or proposed resolution within 10 business days. Where a complaint requires investigation or information from our Bhutanese partner or other suppliers and cannot be resolved within this timeframe, we will keep the customer informed of progress and provide an updated expected resolution timeframe.

If an issue arises while you are in Bhutan, please raise it with your private tour guide first, as many matters can be resolved immediately on the ground. If the matter cannot be resolved by your guide, it will be escalated to our Bhutanese local partner, and then to AUNZ to Bhutan, so that the appropriate level of support can be provided. Contact details for your guide and our local partner are provided in your pre-departure information.

Emergency / on-trip contact: your private tour guide is the first point of contact. If an issue cannot be resolved at the guide level, it is escalated to our Bhutanese local partner and then to AUNZ to Bhutan.

If you have feedback or a concern after returning, please contact us in writing. We will review your concerns and respond. If we need to involve our local partner to investigate an on-ground matter, we will do so and keep you informed.

To help us investigate and resolve your concern quickly, please include:

• Your name and booking reference
• The dates and details of your journey
• A clear description of the issue
• How you would like us to resolve it

We will acknowledge your complaint, investigate it (including with our local partner where relevant), and provide a response outlining our findings and any proposed resolution. If we cannot resolve the matter to your satisfaction, we will explain your options.

AUNZ to Bhutan
ABN: 50 809 511 631