ConnectSphere Travel

How to File a Complaint

If you have a complaint regarding the information provided on our website, a recommendation, or any aspect of our service, please follow these steps to ensure your issue is properly documented and reviewed. We encourage you to provide as much detail as possible to help us understand and resolve your concern quickly.

To file a complaint, please send an email to [email protected] with the subject line "Complaint - [Your Name]".

In your email, please include the following essential information:

• Your Enquiry Reference (if applicable): If your complaint relates to a previous interaction or query, please include any reference number you may have received.
• Date of Original Contact/Observation: The date when the issue first arose or when you first noticed the problem.
• Detailed Description of the Issue: Clearly describe what happened, what you believe went wrong, and how it has affected you. Please include specific examples, relevant URLs, or dates where appropriate.
• Your Desired Outcome: What resolution are you seeking? This helps us understand your expectations.

Our team will review your submission carefully. Providing all requested details upfront can significantly expedite the resolution process.

Response Timelines

We are committed to addressing all complaints promptly and transparently. Our standard response timelines are as follows:

Acknowledgement of Complaint:

You will receive an automated or personal acknowledgement of your complaint within 2 business days of its receipt. This acknowledgement will confirm that we have received your complaint and will provide you with a unique reference number for tracking.

Resolution Aim:

We aim to thoroughly investigate and resolve all complaints within 10 business days from the date of acknowledgement. If we anticipate that the resolution will take longer due to the complexity of the issue, we will inform you of the delay and provide an updated timeframe.

Throughout the process, we may contact you for further information or clarification. Your cooperation in providing timely responses will assist us in reaching a resolution more quickly.

Escalation Process

Should you be unsatisfied with the initial resolution provided, or if you feel your complaint has not been adequately addressed, you have the option to escalate your complaint. We take all feedback seriously and want to ensure you feel heard.

To escalate your complaint, please send a new email to [email protected] with the subject line "Escalation - [Your Original Complaint Reference Number]".

In your escalation email, please include:

• Your original complaint reference number.
• A clear explanation of why you are dissatisfied with the initial resolution.
• Any new information or evidence you believe is relevant.
• Your desired outcome from the escalation.

Upon receipt of an escalated complaint, it 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 your concerns. We will aim to provide a final response to escalated complaints within 5 business days of receipt.

Issues Outside Our Scope

ConnectSphere Travel provides independent information, comparisons, and guidance on eSIM technology and travel connectivity. It is important to understand that while we strive for accuracy, certain issues fall outside the direct scope of our complaint handling process.

These typically include:

• Issues with Third-Party eSIM Providers: We are not an eSIM provider ourselves. If your complaint pertains to the functionality of an eSIM purchased from a third-party provider (e.g., network coverage, activation problems, data speed, billing errors from the provider), you must contact that specific eSIM provider directly. We cannot intervene in contractual agreements or service delivery issues between you and a third-party provider.
• Financial Transactions with Third Parties: Any financial disputes or refund requests related to purchases made directly from eSIM providers or other third-party services linked from our site must be addressed with the respective company.
• General Internet Connectivity Issues: Problems with your own device, home internet, or local Wi-Fi that are unrelated to information provided by us.
• Content on External Websites: While we link to reputable sources, we are not responsible for the content or policies of external websites.

Our role is to offer informative content and comparisons. While we cannot resolve issues with external providers, we can, however, take feedback about providers into consideration when updating our content and recommendations. If you believe our information about a particular provider is inaccurate or misleading based on your experience, please include this in your complaint, and we will investigate our content.

Complaint Contact Information

For all complaints, initial submissions, or escalations, please use the following email address:

[email protected]

We appreciate your patience and cooperation as we work to resolve any issues you may encounter. Your feedback is invaluable in helping us improve our services and ensure we continue to provide useful and reliable information for frequent travellers.