1. Our Commitment
PansroSafar is committed to providing a fair, transparent, and timely grievance resolution process. We take every consumer complaint seriously and strive to resolve issues within defined timelines. As an e-commerce platform operating under Indian consumer protection laws, we maintain a formal Grievance Redressal Mechanism.
2. Grievance Officer
In compliance with Rule 4(1)(c) of the Consumer Protection (E-Commerce) Rules, 2020, we have designated a Grievance Officer:
Name:
Grievance Officer, GPL Sales Enterprise
Company:
GPL Sales Enterprise (PansroSafar)
Email:
Phone:
Address:
339, Times Trade Center, Puna Canal Road, Punagam, Varachha, Surat – 395010, Gujarat, India
Hours:
Monday – Saturday, 10:00 AM – 6:00 PM IST
3. How to File a Complaint
You may file a complaint through any of the following channels:
- Email: Send your complaint to grievance@pansrosafar.com with your booking reference, contact details, and a clear description of the issue.
- WhatsApp: Message us at +91 8128725517 during business hours.
- Phone: Call +91 8128725517 Monday – Saturday, 9 AM – 7 PM IST.
- Written Letter: Send a letter to our registered office address above.
4. Information to Include in Your Complaint
To help us resolve your complaint quickly, please provide:
- Your full name and registered email address / phone number
- Booking reference number (if applicable)
- Date of booking and travel dates
- Nature of the complaint (billing, service quality, cancellation, refund, etc.)
- Supporting documents (receipts, screenshots, photos) if available
- Desired resolution (refund, rescheduling, apology, etc.)
5. Complaint Resolution Timeline
| Stage | Timeline |
|---|
| Acknowledgement of complaint received | Within 24 business hours |
| Initial response and query clarification | Within 48 business hours |
| Investigation and resolution (standard complaints) | Within 7 business days |
| Complex complaints (partner disputes, multi-party issues) | Within 21 business days |
| Refund processing (after resolution) | 5–10 business days |
6. Escalation Process
If you are not satisfied with the resolution provided at the first level, you may escalate:
- Level 1: Customer Support — support@pansrosafar.com
- Level 2: Grievance Officer — grievance@pansrosafar.com
- Level 3: National Consumer Helpline (India) — 1800-11-4000 or visit consumerhelpline.gov.in
- Level 4: Consumer Forum — You may approach the appropriate District/State Consumer Disputes Redressal Commission or NCDRC under the Consumer Protection Act, 2019.
7. National Consumer Helpline
As mandated by law, consumers can also register complaints with the National Consumer Helpline:
- Helpline Number: 1800-11-4000 (Toll Free) or 1915
- Portal: consumerhelpline.gov.in
- App: Consumer app (available on Android and iOS)
8. Our Commitment to Fair Resolution
We are committed to:
- Treating all complaints with fairness, empathy, and without bias.
- Maintaining confidentiality of complaint details.
- Not discriminating against any complainant.
- Continuously improving our processes based on complaint analysis.
Need Help Right Now?
Our team is available Mon–Sat, 9 AM – 7 PM IST.