Our Commitment to You
At Asfaar Global Travel Services, we are committed to providing exceptional service and maintaining the highest standards of customer satisfaction. We understand that disputes may occasionally arise, and we have established a comprehensive Dispute Resolution Centre to address your concerns fairly, efficiently, and transparently.
Your Verified Access to a Connected World includes access to fair and impartial dispute resolution processes.
Types of Disputes We Handle
Service-Related Disputes
- Visa application processing and submission
- Travel document verification and authentication
- Biometric capture and identity verification
- Courier and document delivery services
- Travel medical insurance
- Mobile visa application services
- SMS alert and notification services
- Tourism and trade support services
- Premium and concierge travel services
Financial Disputes
- Payment processing errors or discrepancies
- Unauthorized charges or billing issues
- Refund requests and processing delays
- Currency conversion disputes
- Insurance claim rejections or delays
Technical Disputes
- Website or mobile app functionality issues
- Account access and login problems
- Data security or privacy concerns
- System downtime affecting services
- Technical support resolution failures
Third-Party Service Disputes
- Travel insurance coverage disputes
- Embassy or consular service issues
- Partner service provider problems
- Courier delivery failures or damages
- Payment processor transaction issues
Dispute Resolution Process
Step 1: Initial Contact and Documentation
Timeline: Immediate to 24 hours
- Submit Your Complaint
- Complete our online dispute form
- Call our dedicated dispute hotline: +234 701 706 7778
- Email: disputes@asfaar.ng
- Visit our office during business hours
- Required Information
- Account details and reference numbers
- Detailed description of the issue
- Supporting documentation (receipts, emails, screenshots)
- Preferred resolution outcome
- Contact information for follow-up
- Acknowledgment
- Immediate email confirmation of receipt
- Unique dispute reference number assigned
- Initial response within 24 hours
- Assignment to the appropriate resolution team
Step 2: Investigation and Review
Timeline: 3-7 business days
- Fact-Finding Process
- Review of all relevant documentation
- Analysis of service delivery records
- Consultation with involved departments
- Third-party verification if required
- Communication During Investigation
- Regular status updates via SMS and email
- Request for additional information if needed
- Interim measures to prevent further issues
- Timeline adjustments with justification
- Expert Review
- Senior management involvement for complex disputes
- Legal team consultation for regulatory matters
- Technical expert analysis for system-related issues
- Independent review for high-value disputes
Step 3: Resolution and Response
Timeline: 7-14 business days from initial contact
- Resolution Options
- Full Resolution: Complete satisfaction of complaint
- Partial Resolution: Compromise solution with explanation
- Alternative Solution: Different approach to address concerns
- No Fault Found: Detailed explanation with evidence
- Communication of Decision
- Written decision with detailed explanation
- Clear reasoning for the resolution offered
- Timeline for implementation of solution
- Information about appeal options
- Implementation
- Immediate action for approved resolutions
- Refund processing within 5-10 business days
- Service corrections or re-delivery arrangements
- Follow-up to ensure satisfaction
Escalation Procedures
Internal Escalation
If you are not satisfied with the initial resolution:
Level 1: Supervisor Review
- Request escalation within 7 days of initial decision
- Review by department supervisor or manager
- Fresh perspective on the dispute
- Response within 5 business days
Level 2: Senior Management Review
- Escalation to senior management team
- Comprehensive review of all evidence
- Authority to approve exceptional resolutions
- Response within 7 business days
Level 3: Executive Review
- Final internal review by executive team
- Independent assessment of dispute handling
- Authority for policy exceptions
- Response within 10 business days
External Mediation
For disputes that cannot be resolved internally:
Professional Mediation Services
- Referral to accredited mediation services
- Neutral third-party mediator
- Cost-sharing arrangement for mediation fees
- Binding or non-binding mediation options
Industry Ombudsman
- Travel industry ombudsman services
- Independent investigation and recommendation
- No cost to the customer
- Binding decisions on service providers
Specialized Dispute Categories
Visa Rejection Disputes
Process:
- Review of application documentation
- Consultation with embassy liaisons
- Assessment of procedural compliance
- Options for reapplication or appeal
Possible Resolutions:
- Service fee refund (partial or full)
- Free reapplication with corrected documentation
- Escalation to embassy appeal process
- Alternative visa route recommendations
Insurance Claim Disputes
Process:
- Liaison with insurance provider
- Review of policy terms and coverage
- Additional documentation support
- Advocacy on behalf of customer
Possible Resolutions:
- Successful claim reconsideration
- Appeal to insurance ombudsman
- Alternative coverage options
- Service fee adjustment or refund
Data Security and Privacy Disputes
Process:
- Immediate investigation by security team
- Data Protection Officer involvement
- Compliance review with privacy regulations
- Corrective action implementation
Possible Resolutions:
- Security enhancement measures
- Data correction or deletion
- Compensation for privacy breaches
- Policy and procedure updates
Customer Rights During Dispute Resolution
Fair Treatment Rights
Information Rights
Representation Rights
Privacy Rights
Prevention and Quality Improvement
Service Enhancement
- Regular analysis of dispute patterns
- Process improvements based on feedback
- Staff training updates from dispute learnings
- System enhancements to prevent recurring issues
Customer Feedback Integration
- Quarterly dispute resolution reports
- Customer satisfaction surveys post-resolution
- Service quality metrics tracking
- Continuous improvement initiatives
Transparency Measures
- Annual dispute resolution statistics publication
- Process improvement updates to customers
- Regular review of dispute resolution procedures
- Stakeholder feedback incorporation
Contact Information
Dispute Resolution Centre
Office Hours: Monday – Friday, 8:00 AM – 6:00 PM
Emergency Line: Available 24/7 for urgent disputes
Primary Contact:
Postal Address: Dispute Resolution Centre
Asfaar Global Travel Services
14 Yedseram Street, Maitama
Abuja, Nigeria
Senior Management Escalation
External Mediation Contacts
- Lagos Chamber of Commerce Mediation Centre: +234 1 270 0000
- Abuja Chamber of Commerce Arbitration Centre: +234 9 461 4000
- Nigeria Consumer Protection Council: +234 806 886 5500
Frequently Asked Questions
Q: How long does the dispute resolution process take?
A: Most disputes are resolved within 14 business days. Complex cases may take up to 30 days with regular updates provided.
Q: Is there a cost for using the dispute resolution service?
Q: Can I escalate my dispute to external authorities immediately?
Q: What if my dispute involves a third-party service provider?
Q: Are dispute resolution decisions legally binding?
Legal Framework
