Policy
Sai-Pe Maldives Policy
Effective Date: 12/23/2023
Purpose
This travel policy is designed to establish guidelines for the operations and practices of Sai-Pe Maldives, ensuring efficient, ethical, and customer-centric service delivery. The policy aims to uphold the agency’s reputation for providing exceptional travel experiences and maintaining a high standard of professionalism.
Scope
This policy applies to all employees and staff of Sai-Pe Maldives, including agents, managers, and administrative personnel. It encompasses all aspects of the agency’s operations, from customer interactions to booking procedures, vendor relationships, and financial management.
Policy Principles
Customer Focus: Prioritize customer satisfaction by understanding their needs, providing personalized recommendations, and ensuring seamless travel experiences.
Integrity and Ethics: Uphold the highest ethical standards ni all dealings with customers, suppliers, and partners. Avoid conflicst of interest and maintain transparency in all transactions.
Professionalism and expertise: Conduct all business activities with professionalism, courtesy and products and services.
Cost-Effectiveness: Seek out competitive rates for travel arrangements and manage expenses responsibly, ensuring value for money for our customers.
Continuous Improvement: Strive for continuous improvement in service delivery, operational efficiency, and technology adoption. Embrace feedback from customers and colleagues.
Customer Interactions
Thorough Consultation: dedicate time to understanding customer travel requirement, preferences and budget constraints
Proactive Advise: Provide personalized advise and recommendations based on customer needs and Maldives destination information.
Clear Communication: Communicate effectively and clearly with customers, ensuring they understand all travel arrangements, policies and potential risks.
Responsiveness: Respond promptly to customer inquiries, concern and feedback, demonstrating attentiveness and care.
Appropriate Resolution: Actively seek solutions to customer issues and escalate concerns to the appropriate level when necessary.
Booking Procedures and Vendor Relationships.
Reliable Partners: Collaborate with reputable and reliable travel service providers to ensure high-quality experiences for customer.
Competitive Rates: Pursue competitive rates for travel arrangements without compromising on service standards or customer satisfaction.
Transparent Pricing: Clearly communicate all fees and charges associated with travel arrangements to customers.
Compliance with Policies: Ensure that all bookings and transactions adhere to the agency’s policies and industry regulations.
Monitoring and Evaluation: Regularly evaluate vendor performance and relationship to maintain high standards and identify areas for improvement.
Financial Management and Compliance
Accurate Record-keeping: Maintain accurate and up-to-date records of all financial transactions, including receipts, invoices and expenses reports.
Proper Documentation: Document all travel arrangements, including passenger names, hotel bookings and payment records.
Reimbursement Procedures: Adhere to established reimbursement policies for employee travel expenses ensuring timely and accurate payments.
Tax Compliance: Comply with all applicable tax regulations related to travel arrangements and financial transactions.
Internal Audits: Conduct regular internal audits to ensure financial accountability, adherence to policies, and the prevention of fraud or misuse of funds.
Grievance Handling and Conflict Resolution
Establishment of Procedures: Establish clear procedures for handling customer complaints, ensuring prompt attention and investigation.
Appropriate Resolution: Address customer grievances promptly and effectively, taking appropriate action to resolve the issue and prevent recurrence.
External Meditation: Refer unresolved disputes or arbitration bodies when necessary to maintain impartiality and transparency.
Learning from Incidents: Gather feedback from customer complaints to identify areas for improvement in service delivery and operational processes.
Continuous Improvement
Employee Feedback: Actively seek feedback from employees on their experiences, suggestions for improvement, and potential areas for growth.
Industry Benchmarking: Regularly evaluate industry trends, best practices, and customer feedback to identify areas for improvement in the agency’s operation.
Technology Adoption: Embrace technological advancement to enhance efficiency, streamline processes and provide enhanced customer experiences.
Training and Development: Provide ongoing training and development opportunities for employees to enhance their skills, knowledge, and expertise.
External Collaboration: Collaborate with industry partners, consultant, and experts to gather insights and implement innovative solutions.
Conclusion
Travel agency policy serves as a guiding framework for upholding the agency’s commitment for customer satisfaction ethical conduct.
Sai-Pe Maldives Cancellation Policy
Effective date: 12/23/2023
Purpose
This cancellation policy establishes the terms and conditions under which Sai-Pe Maldives will accept cancellations of travel arrangements booked through the agency. The policy aims to ensure transparency and fairness in refunding procedures while managing costs and minimizing disruptions to the agency’s operation.
General Provisions
Notice of Cancellation: Customer must provide written notice of cancellation to Sai-Pe Maldives by the specifies deadline to be eligible for a refund. Failure to provide timely notice may result in forfeiture of all or a portion of the booking cost.
Refund Amount: The amount of refund granted will depend on the type of travel arrangement, the period of notice, and any applicable fees or charges incurred by the agency.
Refunded Amounts: Refunds will be processed within 7 days business days of receiving the cancellation notice and completing necessary documentation.
Non- Cancellable Arrangements: Some travel arrangements may be non-refundable, such as fully prepaid packages or booking made with specific conditions.
Force Majeure Events: In case of unforeseen events beyond the control of the travel agency or the customer, such as natural disasters, weather conditions or governments restrictions, the agency won't give refund back.
Cancellation Schedule
Fully refundable package (100%): 60 days before departure.
Partially refundable packages (50%): 30 days before departure.
Non- refundable packages: 29 days before departure.
Documentation Requirements
To process a cancellation request, customers must provide:
A copy of the travel booking confirmation
A written notice of cancellation.
Any supporting documentation related to the cancellation, such as medical certificates or travel advisories.
Refund Procedures
Original Payment Method: Refunds will be issued to the original payment method used for the booking, unless the customer provides a written request for a different method.
Taxes and Fees: Refunds may exclude applicable taxes and fees, which will be deducted from the total refund amount.
Balance Due: If the customer has already paid more than the refund amount, the excess will be retained by the agency or credited toward future bookings.
Exceptions and Discretion
Emergency Cancellation: In case of unforeseen emergencies, such as medical emergencies or sudden job relocation, the agency may grant additional flexibility or waivers to the cancellation policy.
Managerial Approval: Cancellation request for booking exceeding predetermined value or involving extenuating circumstance may require approval from designated manager.
Conclusion
This cancellation policy outlines the agency’s guidelines for handling cancellations of travel arrangements. Customers are encouraged to carefully review the policy and contact the agency for any clarifications or inquiries. The agency strives to provide fair and transparent refund procedures while managing its operational cost and minimizing disruptions to travel plans.
Sai-Pe Maldives payment Policy
Effective date: 12/23/2023
Purpose
The purpose of this payment policy is to establish clear guidelines for making and receiving payments within Sai-Pe Maldives. This policy applies to all employees, suppliers, and customers who interact with the company's financial transactions.
Payment Methods
Sai-Pe Maldives accepts the following payment methods:
Credit card (Visa, Mastercard, American Express)
Debit card
Bank transfer
PayPal
Payment Terms
For all invoices, payments are due within 7 days of the invoice date. If payment is not received by the due date, a late fee of 2% of the invoice amount will be charged. For overdue invoices, a collection fee of 10% of the invoice amount will be added.
Penalties for Late Payments
In addition to late fees, late payments may also result in the following consequences:
Suspension of services or products
Revocation of credit terms
Legal action
Payment Disputes
If there is a dispute regarding an invoice, the customer or supplier must contact Sai-Pe Maldives within 15 days of the invoice date to initiate a dispute resolution process. The company will investigate the dispute and provide a written response within 30 days. If the dispute cannot be resolved amicably, the parties may pursue further legal remedies.
Additional Provisions
All invoices must be accompanied by a purchase order number or other relevant reference.
Payments must be made in the company's designated currency, which is $.
For international payments, the customer or supplier is responsible for any applicable exchange rate fees.
Changes to Payment Policy
Sai-Pe Maldives reserves the right to update this payment policy at any time without prior notice. The most current version of the policy will be posted on the company's website.
Compliance
All employees, suppliers, and customers are expected to comply with the terms of this payment policy. Failure to comply may result in disciplinary action or termination of business relationships.
Enforcement
Sai-Pe Maldives will take all necessary steps to enforce this payment policy, including legal action if necessary.
Contact Information
For questions or concerns regarding this payment policy, please contact Sai-Pe Maldives at saippemv@gmail.com or +960 994 7434.