Complaints & Feedback Policy.
The Muslim Women Travel Group (MWTG)
Last updated: 20 May 2026
At The Muslim Women Travel Group, we are committed to providing a high-quality, well-organised and enjoyable travel experience. We understand that, from time to time, things may not go as expected. If this happens, we want to hear from you so that we can address the matter fairly, promptly and professionally.
Raising an Issue During Your Trip
If you experience an issue during your trip, please inform your Group Leader, local guide, local supplier or a member of The Muslim Women Travel Group team as soon as possible.
It is important that issues are raised at the time they occur so that we have the opportunity to resolve them during the trip wherever possible.
If a concern is not raised during the trip, this may affect our ability to investigate the matter fully or provide an appropriate resolution afterwards.
Submitting a Complaint After Your Trip
If your complaint has not been resolved during the trip, you must submit your complaint in writing within 14 days of your return.
Complaints should be emailed to: ali@themwtg.com
Please include:
- Your full name
- Booking reference, if available
- Trip name and destination
- Travel dates
- A clear summary of your complaint
- Details of who you reported the issue to during the trip
- Any supporting evidence, such as photographs, receipts, messages or other relevant documents
Response Times
We will acknowledge receipt of your complaint within 3–5 working days.
We aim to provide a full written response within 14 working days of receiving your complaint.
If further investigation is required, or we need information from overseas suppliers or third parties, we will let you know and keep you updated.
How We Review Complaints
Complaints will be reviewed fairly and reasonably, taking into account:
- The information provided by you
- Any records, messages or documentation available to us
- Feedback from Group Leaders, local guides, DMCs or suppliers
- The itinerary, booking information and Terms & Conditions applicable to your trip
Possible Outcomes
Depending on the circumstances, possible outcomes may include:
- An explanation or clarification
- An apology where appropriate
- Practical assistance
- A partial refund or goodwill gesture where justified
- Confirmation that no refund or compensation is due
Refunds and Compensation
Submitting a complaint does not automatically mean that a refund or compensation will be provided.
Refunds and compensation will be considered on a case-by-case basis and in line with our Terms & Conditions, the Package Travel and Linked Travel Arrangements Regulations 2018 where applicable, and the specific circumstances of the complaint.
Unused Services
No refund will usually be provided for services or activities that a traveller chooses not to use or participate in, unless otherwise required by law or agreed by The Muslim Women Travel Group in writing.
Our Commitment
We take feedback seriously and use it to improve our trips, supplier relationships and customer experience.
We are committed to dealing with complaints respectfully, fairly and professionally.
Amendments
We reserve the right to update these Complaints & Feedback Policy. The version in place at the time of booking applies.
This Complaints & Feedback Policy was last updated on 20th May 2026 and applies to all bookings made on or after this date.
