Complaints & Escalation Policies

How to File a Complaint

If you encounter an issue or are dissatisfied with any aspect of our service, we encourage you to file a formal complaint. This allows us to investigate thoroughly and work towards a resolution. To ensure your complaint can be processed efficiently, please include the following essential information in your communication:

• Inquiry Reference Number: If your complaint relates to a previous interaction, such as a specific question you sent us, please provide any reference number you received.
• Date of Initial Contact/Problem Occurrence: Specify when the issue first arose or when you initially contacted us regarding the concern.
• Clear Problem Description: Provide a detailed, factual account of the problem. Include what happened, when it happened, and how it has affected you. Avoid assumptions or emotional language; focus on verifiable facts.
• Desired Outcome: Clearly state what resolution you are seeking. This helps us understand your expectations and work towards a satisfactory conclusion.
• Your Contact Information: Include your full name, email address, and preferred phone number so we can easily reach you.

All complaints should be sent to our dedicated complaints email address: [email protected]. Please use "Complaint" as the subject line to ensure it is directed to the appropriate team.

Response Timeframes

We are committed to acknowledging and addressing your concerns in a timely manner. Our standard timeframes are as follows:

• Acknowledgment: You will receive an acknowledgment of your complaint within 2 business days of submission. This confirms that we have received your message and it is being reviewed.
• Targeted Resolution: We aim to provide a substantive response or a proposed resolution within 10 business days from the date of acknowledgment. Complex issues may require more time, and if this is the case, we will inform you of the delay and provide an updated timeframe.

These timeframes are designed to balance thorough investigation with prompt communication. We appreciate your patience as we work to understand and resolve your issue.

Complaint Processing Steps

Our process for handling complaints is structured to ensure fairness and efficiency:

1. Inquiry Submission: You submit your complaint via email to [email protected], including all required information.
2. Initial Review & Acknowledgment: Our team reviews the complaint for completeness and sends an acknowledgment within 2 business days.
3. Assignment: The complaint is assigned to the most appropriate team member for investigation.
4. Investigation: The assigned team member gathers all relevant information, reviews internal records, and may contact you for further clarification if needed.
5. Analysis & Solution Development: Based on the investigation, potential solutions or explanations are developed.
6. Communication of Resolution: We communicate our findings and proposed resolution to you within the targeted 10 business days.
7. Acceptance or Escalation: You can either accept the proposed resolution or, if unsatisfied, proceed to the escalation step.
8. Follow-up & Closure: Once a resolution is accepted or an escalation process concludes, the complaint is formally closed.

Escalation Process

If you are not satisfied with the resolution provided after following the initial complaint process, you have the option to escalate your concern. To do so, please send a new email to [email protected] with the subject line "Escalation: [Original Inquiry Reference, if applicable]".

In your escalation email, please:

• Reference your original complaint and our response.
• Clearly state why you are unsatisfied with the proposed resolution.
• Reiterate your desired outcome or propose an alternative solution.

Escalated complaints will be reviewed by a senior member of our team who was not involved in the initial handling of your complaint. This ensures a fresh perspective and a thorough re-evaluation of the issue. We aim to respond to escalated complaints within 5 business days, outlining our further steps or final position.

What is Outside the Scope of Complaints

While we strive to address all legitimate concerns, certain matters fall outside the scope of our formal complaint handling process. These include:

• General Inquiries: Questions about our services, how eSIMs work, or general travel advice are considered standard inquiries and should be directed through our regular contact channels, as detailed on our Contacts page.
• Feedback and Suggestions: While highly valued, general feedback or suggestions for improvement are not treated as formal complaints. We welcome these through our contact form or direct email, but they do not follow the formal complaint resolution timeline.
• Issues with Third-Party Providers: Our service focuses on providing information and guidance. We do not directly provide eSIM services or mobile network connectivity. Therefore, complaints regarding the performance, billing, or technical issues of an eSIM purchased from a third-party provider, even if discovered through our platform, should be directed to that specific provider. We can, however, provide general advice on how to approach such issues.
• Requests for Legal Advice: We are not qualified to provide legal advice. Any concerns requiring legal interpretation or action should be directed to a legal professional.
• Content Disagreements: While we welcome corrections to factual errors, disagreements with opinions or subjective assessments presented in our guides are not typically handled as formal complaints, unless they demonstrate a clear factual inaccuracy or misleading statement. For information on our content creation standards, you may refer to our About Us page.

Service Area: Worldwide Coverage of eSIM Information

Aralos Travel Connect is dedicated to offering comprehensive information regarding eSIM options for international travel across the globe. Our service area for information provision is worldwide, aiming to assist travelers regardless of their destination. However, the nuances of eSIM availability and performance can vary significantly by region.

Regional Nuances in eSIM Coverage Information:

• Europe: Generally, Europe boasts extensive eSIM support with numerous providers offering competitive packages. Our guides often highlight options for pan-European coverage as well as country-specific plans, emphasizing data roaming regulations and fair usage policies within the EU.
• North America (USA, Canada, Mexico): This region has seen rapid adoption of eSIM technology. Our information for North America frequently focuses on plans from major carriers, regional providers, and options for cross-border travel, particularly between the US and Canada/Mexico.
• Southeast Asia: While eSIM adoption is growing, coverage can be more fragmented. Our insights often address the varying levels of digital infrastructure, the prevalence of local eSIMs versus regional plans, and considerations for multi-country itineraries in areas like Thailand, Vietnam, and Indonesia.
• Africa: eSIM availability in Africa is developing, with significant differences between countries. Our guidance for this continent often emphasizes the importance of checking specific country availability, potential limitations in remote areas, and the benefits of local eSIMs where available, especially in countries like South Africa or Kenya.
• South America: Similar to Africa, eSIM services in South America are expanding. We provide information tailored to the varying market maturity, highlighting common challenges such as inconsistent rural coverage and the importance of verifying network compatibility in countries like Brazil, Argentina, or Colombia.
• Oceania (Australia, New Zealand, Pacific Islands): For Australia and New Zealand, eSIM options are relatively robust. However, for the smaller Pacific Islands, our information often points to limited availability and the necessity of researching specific island coverage, sometimes recommending traditional physical SIMs as a backup.
• Middle East: This region offers a mix of advanced and developing eSIM markets. Our guides often feature data on strong 5G networks in countries like UAE and Saudi Arabia, alongside considerations for less developed areas, and specific advice for connecting during layovers or religious travel.

Our commitment is to provide the most current and relevant information for each of these diverse regions, helping you make informed decisions about your international connectivity. We constantly update our content to reflect changes in provider offerings and technological advancements globally. For more details on how we gather and present this information, please visit our Services page.

Frequently Asked Questions about Policies