X – TRAVEL PERÚ

Complaints Book DIGITAL INDECOPI

We are sorry for what happened; we are here to help and make it right. We are 100% committed to our travelers.

In compliance with Law No. 29571 and Directive No. 011-2022-INDECOPI/DIR-COD, this digital book allows you to file formal complaints quickly and securely.

Important: The Complaints Book is for formal complaints and grievances about the service received. It does not replace customer service channels nor warranty/support mechanisms.

X-TRAVEL PERU. This is X-TRAVEL PERU's Virtual Complaints Book. Here you can submit a complaint if you experienced any issues with our service.

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Invalid email
Invalid phone
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If possible, indicate the solution you propose (e.g., reschedule, partial refund, credit, other).
Only the main purchaser, with the data registered in the tour, can file this complaint.
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Considerations to File a Complaint in Tourism

  • 1 Truthful and complete information: Name, ID/Passport, email and phone must be correct and verifiable (Art. 24 – Law No. 29571).
  • 2 Clear and detailed description: Include dates, contracted services, and the reason for the complaint (Art. 150 – Law No. 29571).
  • 3 Attach evidence (if applicable): Receipts, emails, photos or other documents may help (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
  • 4 Use formal and respectful language: Offensive language can be dismissed (Art. 132 – Law No. 29571).
  • 5 Submission within a reasonable time frame (Art. 26 – Law No. 29571).

Reasons a complaint may be rejected:

  • Missing essential information (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
  • False or incorrect data (Art. 24 – Law No. 29571).
  • Complaint submitted after the deadline (Art. 26 – Law No. 29571).
  • Duplicate complaints without new evidence (Art. 132 – Law No. 29571).
  • Offensive or threatening language (Art. 132 – Law No. 29571).

Response time: The company must respond within 30 calendar days, except complex cases (Art. 152 – Law No. 29571).

Filing a complaint does not prevent going to INDECOPI or other legal instances.