Customer Service & Complaints
Fair Rate Travel Agency
Version 1.0 · Effective Date: October 8, 2026
How to reach Fair Rate Travel Agency about a booking, a payment, a cancellation, a refund request, missing documents, a supplier change or a complaint, and how travel availability and support hours work.
1. How to Contact Us
Email: bookings@fairratetravelagency.com
Telephone: +1 876-817-3757
WhatsApp: https://wa.me/message/2YIKLA3M5DUCD1
Customer support is available during our published business hours (Jamaica time).
Monday to Friday: 9:00 AM - 11:00 PM
Saturday and Sunday: 10:00 AM - 10:00 PM
2. Booking Problems
If something is wrong with a booking — a name, a date, a room, a transfer or an itinerary does not match what you expected — contact us as soon as you notice so we can check it with the supplier and correct it where the supplier's conditions allow.
3. Payment Concerns
If you are unsure whether a payment instruction is genuine, or you believe a payment has been made incorrectly, contact us before sending or repeating any payment so we can check the position.
Our quotations state the amount payable to Fair Rate Travel Agency. The flight portion of a trip is paid directly to the airline or ticket seller.
4. Cancellations
Cancellation requests must be made to bookings@fairratetravelagency.com so they can be recorded and actioned.
Cancellation, amendment, no-show and refund conditions are governed by the applicable hotel, airline, transfer provider or other travel supplier, together with our separately disclosed terms and applicable law.
Submitting a cancellation request does not by itself establish an entitlement to a refund.
5. Refund Requests
Refund requests should be sent to bookings@fairratetravelagency.com and should identify the booking and the reason for the request.
Refund eligibility and any cancellation charge depend on the applicable supplier's conditions, the cancellation deadlines for that booking, our separately disclosed terms and applicable law.
Where a refund is approved and due, we process the amount for which we are responsible after the entitlement and amount have been established. Processing time can depend on the bank, the payment provider and the supplier, so we do not state a fixed processing period.
Where the customer paid an airline or other supplier directly, that recipient is responsible for handling the applicable refund.
6. Missing Travel Documents
If a quotation, booking confirmation, hotel voucher, transfer voucher or itinerary you are expecting has not arrived, contact us and we will check what is outstanding and resend it.
Please check your junk or spam folder first, as electronic documents can occasionally be filtered.
7. Supplier Changes
If a supplier changes or cancels a confirmed service, we will tell you and help identify the available alternatives, refunds or other applicable remedies.
Any additional charge or replacement arrangement is put to you for your authorization before it is booked.
8. Complaints
Complaints should be sent to bookings@fairratetravelagency.com with enough detail for us to identify the booking and understand the issue.
We review each complaint and respond to the customer. Because the outcome can depend on a supplier's own conditions and on information we have to obtain from them, we do not state a fixed complaint-resolution period.
Nothing in this procedure limits consumer rights or remedies that cannot lawfully be excluded.
9. Travel Availability and Service Restrictions
Travel availability and booking conditions can depend on factors outside our control, including supplier availability, the nationality and passport held by the traveller, visa and entry requirements, airline route and schedule changes, and applicable travel restrictions.
A destination appearing on our website indicates that we offer arrangements for it; it does not guarantee availability on particular dates or that a particular traveller is eligible to enter a country.
Travellers are responsible for holding valid passports, visas and any other documents required for their journey. We are glad to help identify what a destination generally requires, but entry decisions are made by the relevant authorities and carrier.
10. Support Hours
Customer support is available during our published business hours (Jamaica time).
Monday to Friday: 9:00 AM - 11:00 PM
Saturday and Sunday: 10:00 AM - 10:00 PM
Messages received outside these hours are answered when our team is next available.