Complaints & Escalation Policy

At Airalos Digital Roaming, we are committed to providing clear, comprehensive, and accurate information to help you make informed decisions about eSIMs for your international travels. We understand that occasionally, concerns or issues may arise. This policy outlines our structured approach to handling complaints and ensuring your voice is heard and addressed effectively. Our goal is to resolve any dissatisfaction promptly and fairly, maintaining transparency throughout the process.

How to File a Complaint

We encourage you to contact us as soon as an issue arises. To ensure your complaint is handled efficiently, please follow these guidelines when submitting it:

• Method of Contact: All formal complaints should be submitted via email to [email protected]. This ensures a written record of your communication.
• Subject Line: Please use a clear subject line, such as "Complaint - [Your Name/Issue Summary]".
• Your Contact Information: Include your full name, email address, and a contact phone number. This allows us to reach you for clarification or updates.
• Inquiry Reference (if applicable): If your complaint relates to a previous inquiry or interaction, please provide any reference numbers, dates, or names of Airalos Digital Roaming representatives you interacted with.
• Date of Initial Contact/Problem Occurrence: Specify when the issue first arose or when you first contacted us about it.
• Detailed Description of the Problem: Clearly and concisely describe the nature of your complaint. Include relevant details, dates, times, and any impact the issue has had. Be as specific as possible to help us understand the situation fully.
• Desired Outcome: Briefly state what resolution you are seeking. This helps us to work towards a solution that meets your expectations where possible.

Response Timeframes

We are committed to addressing your concerns promptly. Our standard response times are:

• Acknowledgement: You will receive an acknowledgment of your complaint within 2 business days of receipt. This email will confirm that we have received your complaint and are beginning our internal review.
• Resolution Target: We aim to provide a full resolution or a substantive update on the progress of your complaint within 10 business days. Complex issues may require more time, but we will keep you informed of the revised timeframe.

The Complaints Process: 8 Steps from Inquiry to Resolution

1. Step 1: Inquiry Submission – You submit your complaint via email to [email protected], following the guidelines above.
2. Step 2: Acknowledgment – Airalos Digital Roaming sends an automated or manual acknowledgment within 2 business days, confirming receipt and assigning an internal reference number.
3. Step 3: Initial Assessment – Our team reviews the complaint to understand the core issue, gather initial facts, and identify the relevant departments or individuals for investigation.
4. Step 4: Investigation – A thorough investigation is conducted, which may involve reviewing communications, internal data, and consulting with team members. This stage aims to understand the root cause.
5. Step 5: Communication (if needed) – If further information or clarification is required from you, we will contact you via email or phone.
6. Step 6: Proposed Resolution – Based on the investigation, a proposed resolution or explanation is formulated. This might include a detailed explanation, corrective actions, or an apology.
7. Step 7: Resolution Communication – We communicate our findings and the proposed resolution to you within the targeted 10 business days. This communication will explain our decision.
8. Step 8: Closure or Escalation – If you are satisfied with the resolution, the complaint is closed. If you remain dissatisfied, you may proceed to the escalation process outlined below.

Escalation Process

If you are not satisfied with the resolution provided at Step 7 of our standard complaints process, you have the option to escalate your complaint.

• How to Escalate: Send a new email to [email protected].
• Subject Line for Escalation: The subject line of your email MUST include "Escalation" followed by your original complaint reference number or a brief summary, e.g., "Escalation - Complaint Ref: [Your Ref] - [Issue Summary]".
• Content of Escalation: Clearly state that you are escalating your complaint, reference the previous resolution attempt, and explain why you remain dissatisfied. Provide any new information or perspectives you believe are relevant.
• Review by Senior Management: Your escalated complaint will be reviewed by a member of our senior management team who was not involved in the initial handling of your complaint.
• Escalation Response Time: We aim to provide a final response to escalated complaints within 5 business days of receipt of the escalation.

What is Outside the Scope of Complaints

While we strive to assist with all inquiries, certain matters fall outside the scope of our formal complaints process because Airalos Digital Roaming primarily provides information and guidance, not direct telecommunication services. These include:

• eSIM Carrier Service Issues: Problems directly related to the performance, coverage, billing, or technical support of an eSIM carrier (e.g., poor signal, slow data speeds, incorrect charges from a carrier, inability to activate a purchased eSIM from a carrier). These issues should be directed to the specific eSIM provider or mobile network operator.
• Third-Party Website Errors: Issues arising from incorrect information or functionality on third-party websites linked from our platform. While we endeavor to link to reliable sources, we are not responsible for their content or operations.
• Personal Device Malfunctions: Problems with your personal mobile device (e.g., phone not supporting eSIM, device software issues).
• General Inquiries: Questions about eSIM functionality, travel tips, or general advice that are not related to a specific dissatisfaction with our information or process. These should be directed to our general contact channels.
• Expectations Beyond Our Service: Complaints based on expectations that Airalos Digital Roaming would provide direct sales, refunds, or technical support for eSIM products. Our role is strictly informational and advisory.

We focus on the accuracy and utility of the information we provide. If your complaint pertains to the quality of our content, advice, or the handling of an inquiry by our team, it is within our scope.

Service Area: Worldwide Coverage of eSIM Information

Airalos Digital Roaming provides comprehensive information and guidance on eSIM options for travelers across the globe. Our content covers a vast array of regions, aiming to offer localized insights and tips relevant to specific travel destinations. While the fundamental principles of eSIMs are universal, their practical application, available plans, and network compatibility vary significantly by region.

Our commitment is to provide regionally relevant advice, acknowledging that an eSIM strategy that works well in one part of the world might not be optimal for another. This local focus is a cornerstone of our content strategy, ensuring that you receive practical, actionable insights tailored to your specific travel plans. For more details on regional specifics, please visit our Services page.

Frequently Asked Questions about Complaints & Policies