Menu

Service Level Agreement (SLA)

White Sky Travel

 


1. Introduction

This Service Level Agreement (“Agreement”) is made between White Sky Travel and our Clients to outline the scope and quality of travel and tourism services provided, ensuring a smooth and satisfactory travel experience.


2. Scope of Services

The Company agrees to provide the following services, including but not limited to:

  • Hotel bookings and accommodations

  • Domestic and international tours

  • Transportation arrangements (air, land, sea)

  • Flight ticketing

  • Group and individual travel packages

  • Professional tour guides

  • Visa and travel document assistance


3. Service Standards

The Company is committed to the following service levels:

  • Responding to client inquiries within 24 hours.

  • Providing secure and automated booking and payment options.

  • Delivering all services as agreed upon in the client itinerary.

  • Handling complaints or service issues within 48 hours.

  • Notifying clients promptly of any changes in travel schedules.


4. Client Responsibilities

The Client agrees to:

  • Provide accurate and complete information required for booking.

  • Make payments according to the agreed schedule.

  • Notify the Company of any changes or cancellations in advance.

  • Comply with local laws and respect the guidance of tour representatives.


5. Cancellation and Modification Policy

  • Clients may cancel or modify bookings in accordance with each package’s terms.

  • Refund percentages and charges will be clearly stated in the package or travel contract.

  • The Company reserves the right to apply administrative or cancellation fees as applicable.


6. Complaints and Support

  • Complaints should be sent to: info@whitesky-travel.com

  • Or via phone at: +202 33044091/92/93

  • All complaints will be addressed within 48 business hours of receipt.


7. Limitation of Liability

  • The Company is not liable for flight delays, natural disasters, or other force majeure events.

  • Refunds will not be issued for unused services unless in exceptional cases.

  • The Company is not responsible for errors resulting from incorrect client information.


8. Term of the Agreement

This SLA remains in effect from the effective date until the end of the travel program or until terminated in accordance with agreed terms.


9. Acceptance

By reviewing this Agreement, both parties agree to read and understand all of the terms contained therein and agree to be bound by them.

en_USEnglish