Clarity is committed to delivering an exceptional quality of service to all our clients.  If you are dissatisfied with any element of our service, we will act quickly to ensure the issue is rectified and ensure all necessary action is taken to prevent any re-occurrence.  

We will take a very 'hands on' approach to the investigation and resolution of any complaint or issue.   To ensure a consistent and fair approach is taken, the process below is followed:

Pre-trip issues & complaints

Please email or call our travel or online support teams, who will assist you with any pre-trip issues.

Post-trip issues & complaints

All post trip complaints are managed by our dedicated customer service team.  

Please email customerservice@claritybt.com or complete the form by clicking here.

The customer service team will acknowledge receipt of the complaint and conduct an investigation which will incorporate:

• Discussing the matter with relevant internal parties.
• Reviewing all relevant documentation/systems.
• Contacting any relevant supplier. 

Once the investigation is complete, the customer service team will provide a written response which will include:

• The circumstances of the problem/complaint.
• The root cause. 
• Any knock-on effects of the issue.
• The remedial actions taken.