Complaints & Dispute Resolution (SAL & ANPC)

Procedure for Filing a Complaint

We want every travel experience to be flawless. If you encountered non-compliance in the provision of an intermediated service, follow the steps below:

1. Immediate notification on site: If the problem occurs during the trip (at the hotel, boarding, or transfer), immediately inform the hotel reception, airline, or local representative to resolve the situation on the spot.
2. Submitting a written complaint to DollarTrips: If the problem could not be resolved on site, send a written complaint to the dedicated address: contact@dollartrips.ro.
3. Information required in the complaint:
   • Full name of the booking holder
   • Reference number of the request or booking (e.g., DT-RQ-... or PNR ticket code)
   • Clear description of the non-compliance encountered
   • Supporting documents attached (photos, receipts, written reports from the hotel/airport)
4. Confirmation and Resolution Deadline: We will confirm receipt of the complaint within 24-48 business hours. For third-party tour operator packages, we will forward the complaint without delay to the responsible organizer under GO No. 2/2018. The official response will be provided within the legal maximum of 30 days.