​Customer Complaints Procedure

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1. Introduction
We strive to provide you with the best possible experience during your touring holiday in Jordan. However, if you encounter any issues or are dissatisfied with any aspect of your trip, we encourage you to follow this complaints procedure to ensure a swift resolution.

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2. Raising a Complaint During Your Trip
If you experience a problem while on tour, please follow these steps:

• Step 1: Speak to Your Tour Guide or Local Representative
  Your first point of contact should be your tour guide or our local representative. They are available to assist you and will make every effort to resolve your concern promptly.

• Step 2: Contact Our Customer Support Team
  If the issue is not resolved to your satisfaction by the end of the day please contact our 24/7 customer support team

• Mr Ashraf Bani Naser.

• Office Number + 962 6 464 1959 (Daily except Friday from 9am to 6pm

• 24 - Hour Mobile Numbers

  • + 962 79 554 7137

  • + 962 79 010 7331

•  We recommend calling or using WhatsApp for immediate assistance.

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3. Submitting a Formal Complaint After Your Trip
If your complaint was not resolved during your trip, you may submit a formal complaint within 14 days of your return. Please provide the following details:

• Your name and booking reference

• A description of the issue encountered

• Steps you took to resolve the issue during your trip

• Supporting evidence (e.g., photos, emails, receipts)

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You can submit your complaint via email to info@discoverycircle.com  We will acknowledge receipt within five working days.

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4. Complaint Resolution Process
Upon receiving your complaint, we will:

1. Investigate the issue thoroughly by reviewing your case and speaking with relevant parties.

2. Provide a written response within 14 working days.

3. If further investigation is required, we will inform you of any delays and provide an estimated resolution time.

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5. Escalation Process
If you are not satisfied with our response, you may escalate your complaint by:

• Request a review by a senior manager in this instance please contact jack@discoverycircle.com 

• Refer the matter to your travel agent or tour operator who booked the trip.

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6. Customer Satisfaction
Your feedback is valuable to us, and we use it to improve our services. We appreciate your cooperation in following this procedure to allow us to address your concerns effectively.

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For any immediate concerns, please do not hesitate to contact us during your trip. We are committed to ensuring your journey in Jordan is a memorable and enjoyable experience.