Complaints, Claims & Dispute Resolution

You may file a complaint through any of the following channels: (1) Email: terms@bougietravelclub.com; (2) Postal mail: Avinguda de Burjassot 29 bis, Esc. A, piso 7, pta. 27, 46009 València, Spain; (3) Telephone: +34 691 81 29 87; (4) Through your traveler account portal. Please include your booking ID, full name, and a detailed description of the issue.

BTC acknowledges all complaints within 24 hours of receipt and assigns a unique reference/ticket number. You will receive this reference by email or WhatsApp. Use this reference in all subsequent communications about your complaint.

BTC aims to respond substantively to all complaints within the shortest possible period and no later than 15 calendar days, in accordance with the consolidated Spanish consumer law (Real Decreto Legislativo 1/2007). Complex complaints requiring supplier coordination may take longer; in such cases, we will keep you informed of progress.

BTC has official complaint forms (hojas de reclamación) available for consumers, as required by Valencian tourism regulations. You may request a complaint form in person at our office or by email. Completed forms may be filed with the competent tourism authority of the Generalitat Valenciana.

If your complaint cannot be resolved directly with BTC, you may seek alternative dispute resolution through the Junta Arbitral de Consumo de la Comunitat Valenciana, C/ de la Democracia 77, 46018 València (jac_comval@gva.es, +34 961 209 489 / 961 209 482 / 961 209 490). Consumer arbitration is voluntary; BTC does not claim formal adhesion to the Consumer Arbitration System unless and until this is verified for a specific case. Following an unresolved direct complaint, an appropriate accredited ADR entity will be identified and BTC will state honestly whether it will participate. For cross-border EU disputes, the European Consumer Centre (ECC) can provide assistance. Note: the former EU Online Dispute Resolution platform has been discontinued under Regulation (EU) 2024/3228 and is no longer available.

For complaints related to air travel (delays, cancellations, denied boarding, lost baggage), you may direct your complaint to the relevant airline first. If unresolved, the Spanish Aviation Safety and Security Agency (AESA) or the competent ADR body for air passenger rights can assist.

Every complaint is reviewed by a human team member. If you are not satisfied with the initial response, you may request escalation to BTC's management. We are committed to fair, transparent, and timely resolution of all disputes.