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Grievance Cell

If something has gone wrong and normal support has not fixed it, this is the formal route. Last updated July 2026.

1. Try support first

Most problems are solved faster through the Contact page — a missing voucher, a pickup that needs moving, a refund that has not landed. Use this page when that route has not resolved it, or when the matter is serious enough to warrant a formal record.

2. Our Grievance Officer

Appointed under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023:

Name
Krishna
Email
grievance@xenevatravels.com
Phone
+918796291844
On behalf of
XENEVA TRAVELS PRIVATE LIMITED
Address for written complaints
TOP FLOOR OFFICE NO 502, 1/56-D, Lalita park, Laxmi Nagar, East Delhi, Delhi - 110092.
GSTIN
07AAACX5779N1ZI

3. What to include

The more of this you give us, the faster it moves:

  • Your booking reference (it looks like XEN260730ABCDE) and the email you booked with.
  • The date and city of the journey.
  • What happened, in sequence, and what you were told at the time.
  • Any photographs, screenshots or messages that support it.
  • What outcome you are asking for.

4. What we do, and by when

StageTimeline
Acknowledgement — we confirm receipt and give you a referenceWithin 24 hours
Investigation — we take it up with the operator and review the recordWithin 7 days
Resolution — we tell you the outcome in writingWithin 15 days

Where a complaint concerns your personal data, we respond within 30 days as required by the DPDP Act, 2023.

5. If you are still not satisfied

You are free to escalate outside our process at any point:

  • National Consumer Helpline — 1915, or consumerhelpline.gov.in
  • Consumer Disputes Redressal Commission — the District, State or National Commission with jurisdiction, under the Consumer Protection Act, 2019
  • Data Protection Board of India — for complaints about personal data under the DPDP Act, 2023
  • Your bank or UPI provider — for a disputed transaction, through their own grievance process

6. Anonymity and how we treat your complaint

Complaints are handled confidentially and seen only by staff who need to act on them. We may need to share the substance with the local operator involved in order to investigate. Records are kept for three years, in line with our Privacy Policy. Raising a grievance never affects how you are treated on a future booking.

7. Governing law

This process is governed by the laws of India, with the courts at Delhi having exclusive jurisdiction. Nothing here limits your statutory rights.