Support & Service Policy (Global Travel, Tourism & Hospitality Industry Standard) | ITS Holidays Ltd.

1. Corporate Service Position & Global Industry Alignment

At ITS Holidays Ltd., we operate as a professional travel and tour services facilitator and global booking coordination company, delivering structured, reliable, and high-standard travel management solutions aligned with:

• International Tourism Industry Practices
• IATA (International Air Transport Association) Guidelines
• ICAO Aviation Safety Framework
• UNWTO Tourism Development Standards
• ISO-Style Quality Management Principles
• Global Destination Management Company (DMC) Systems
• Airline, Hotel & Hospitality Operational Standards

We are committed to maintaining transparent communication, ethical service practices, operational discipline, and customer-focused travel coordination for all passengers, agents, and global trade partners.

👉 Official reference standards:

• https://www.iata.org
• https://www.unwto.org
• https://www.icao.int

2. Service Role Clarification (Important Legal Notice)

We respectfully clarify that ITS Holidays Ltd. is NOT:

• The owner or operator of airlines
• The owner or manager of hotels or resorts
• The transport or vehicle service provider
• The cruise operator or tour execution authority
• The visa or immigration decision-making authority

All travel-related services are operated by independent third-party global providers, each governed by their own:

• Legal frameworks
• Operational rules
• Safety standards
• Service conditions
• National and international regulations

These may change at any time without prior notice.

3. Pre-Booking Verification Responsibility (Mandatory Customer Advisory)

All passengers, clients, and partners must independently verify all travel services before booking, including:

• Flight schedules, fare rules, baggage policies, and airline conditions
• Hotel category, ratings, reviews, amenities, and inclusions
• Resort facilities, room types, and meal plans
• Tour itineraries, activities, exclusions, and timing
• Transfer services, vehicle type, waiting time, and route conditions
• Cruise cabin categories, onboard services, and schedules
• Third-party reviews and service reputation

✔ Customers are strongly advised to verify all details via:

• Official supplier websites
• Airline/hotel portals
• Verified global travel platforms
• Independent trusted review sources

👉 This ensures informed decision-making before confirmation.

4. Booking Confirmation Responsibility

Once a booking is confirmed, the customer acknowledges that:

• All service details have been reviewed and accepted
• Supplier policies are fully understood
• The booking is governed by third-party rules

After confirmation:

• Most services become non-refundable or non-changeable
• Supplier terms override agent-level flexibility
• Operational conditions apply immediately

5. Change, Cancellation & Refund Policy (Supplier Controlled System)

All modifications, cancellations, refunds, or upgrades are strictly controlled by service providers.

Typical global conditions include:

• Promotional fares may be non-refundable/non-changeable
• Changes may require fare differences and penalties
• Upgrades depend on availability and approval
• Refunds are processed only by service providers

👉 ITS Holidays Ltd. has no authority to override supplier policies.

6. Service Provider Independence (Global Travel Structure)

All travel services are independently executed by:

• ✈ Airlines – flight operations, delays, baggage handling
• 🏨 Hotels & Resorts – accommodation, meals, guest services
• 🚗 Transport Companies – transfers, drivers, logistics
• 🗺 Tour Operators / DMCs – sightseeing, guides, excursions
• 🚢 Cruise Operators – itineraries, cabins, onboard services
• 🏛 Government Authorities – visa & immigration decisions

Each provider operates independently under its own regulatory system.

7. Force Majeure & Operational Flexibility Clause

Service providers may modify or cancel services due to:

• Natural disasters (flood, cyclone, earthquake, storm)
• Political instability or war
• Airline or transport disruptions
• Government restrictions or travel bans
• Technical failures or safety risks
• Global emergencies or unforeseen events

In such cases, providers may:

• Reschedule travel
• Replace or reroute services
• Modify itineraries
• Cancel or suspend operations
• Issue refunds/credits as per policy

8. Provider Rights Over Operational Changes

All suppliers reserve full rights to:

• Change travel dates or schedules
• Replace hotels, rooms, or service categories
• Modify tour programs or activities
• Upgrade or downgrade services
• Cancel or suspend bookings
• Adjust operations without prior notice

👉 These rights are standard across global travel contracts.

9. Refunds, Adjustments & Service Charges

All refunds and modifications:

• Are governed strictly by suppliers
• May include penalties or deductions
• May result in credit vouchers instead of cash refunds
• Are subject to operational processing timelines

ITS Holidays Ltd. may apply service charges for:

• Processing
• Coordination
• Documentation
• Supplier communication handling

10. Limitation of Liability (Legal Protection Clause)

ITS Holidays Ltd. is not responsible for:

• Airline delays or cancellations
• Hotel service quality issues
• Transport delays or driver behavior
• Immigration or visa decisions
• Government policy changes
• Force majeure disruptions
• Third-party operational failures

We act strictly as a travel facilitator and coordination intermediary only.

11. Customer Acceptance & Ethical Responsibility

By confirming any booking, the customer agrees that:

• Travel services are controlled by third parties
• Changes may occur at any time
• Refunds depend on supplier rules
• Additional charges may apply
• Customer has verified all travel details independently

12. Professional Service Commitment

Despite third-party dependency, we are committed to:

• Fast and structured customer support
• Real-time supplier coordination
• Issue escalation and follow-up
• Alternative travel solutions where possible
• Continuous service improvement

Our goal is trust, reliability, and long-term customer satisfaction.

13. Global Service Scope

ITS Holidays Ltd. facilitates:

• Flights, hotels, and holiday packages
• Umrah & Hajj services
• Visa & immigration support
• Transfers, taxis, buses, trains, rentals
• Cruises, charter flights, helicopters
• Study tours & business travel
• Events, insurance, and travel services

All services are subject to supplier availability and policy conditions.

14. Final Professional Statement

ITS Holidays Ltd. remains committed to delivering transparent, ethical, and globally aligned travel coordination services.

We strongly encourage all travelers to:

• Verify all services before booking
• Understand supplier terms fully
• Make informed travel decisions
• Cooperate during service execution

We continue to support every journey with professionalism, responsibility, and international travel industry standards, ensuring a safe and structured global travel experience.

Frequently Asked Questions (FAQ)

Q1: Is ITS Holidays responsible for airlines or hotel services?

No. Airlines and hotels are independently operated and fully responsible for their services.

Q2: Can ITS Holidays guarantee refunds or cancellations?

No. Refunds are controlled only by the service provider (airlines, hotels, etc.).

Q3: Why is pre-booking verification important?

Because travel services may change due to supplier policies, availability, or operational conditions.

Q4: Who handles flight delays or cancellations?

The airline is fully responsible for all flight-related issues.

Q5: Does booking confirmation mean services are guaranteed?

No. Services remain subject to supplier rules and operational changes.

Q6: Can ITS Holidays change my hotel or flight?

No. Only service providers can approve changes or modifications.

Q7: What is Force Majeure in travel?

It refers to unexpected events like natural disasters, war, or emergencies that affect travel operations.

Q8: Is visa approval guaranteed through ITS Holidays?

No. Visa approval is decided only by embassies and immigration authorities.

Q9: Who is responsible for baggage issues?

Airlines and airport authorities handle all baggage-related matters.

Q10: Why does ITS Holidays act only as a facilitator?

Because global travel services are independently operated under international aviation and tourism regulations.