General Support
A normal question or request
Examples include journey enquiries, itinerary clarification, Travel Discovery questions or help understanding a TMG page.
Traveller & Creator Support
Clear concerns deserve a clear route. This page explains how travellers, creators and other affected people can contact Thrill My Guide, raise a formal concern and provide the information needed for responsible review.
Formal Concern
Responsible Follow Up
TMG Grievance Principle
Clear written information helps TMG identify the relevant booking, traveller, creator, supplier or policy and review the concern more efficiently.
Start Here
General travel questions, Travel Discovery enquiries, itinerary questions and ordinary support requests can usually begin through the normal Thrill My Guide contact route.
General Support
Examples include journey enquiries, itinerary clarification, Travel Discovery questions or help understanding a TMG page.
Formal Concern
Examples include booking disputes, service concerns, refund disputes, creator issues, privacy concerns or a material problem requiring a documented response.
When To Raise A Formal Concern
What To Include
Your full name and a reliable contact method.
Booking, Travel Discovery, Creator Journey or other relevant reference where available.
Travel dates, payment dates or dates on which the issue occurred.
A concise explanation of what happened and which service or communication is involved.
Relevant confirmations, screenshots, receipts or correspondence where appropriate.
Explain the practical outcome you are asking TMG to consider.
TMG Review Process
TMG records the concern and identifies the relevant service, booking or content.
TMG’s current Terms target acknowledgement of a qualifying consumer grievance within 48 hours.
Relevant records, communications, supplier information and supporting material may be examined.
TMG’s current Terms target redress or a reasoned response within one month, subject to complexity and applicable law.
Important Boundary
An acknowledgement confirms that TMG has received the concern. It does not mean that the factual allegation, refund request, compensation request or legal position has been accepted.
The outcome of a review depends on the relevant facts, booking documentation, communications, supplier conditions, applicable TMG policies and applicable law.
Identity & Privacy
Identity verification may be requested before TMG discloses account, booking, creator or personal information. This helps reduce the risk of information being provided to the wrong person.
Do not send passwords, OTPs, complete card numbers or unnecessary identity documents through ordinary support messages.
Emergencies & Fraud
Immediate physical danger, active fraud, stolen payment credentials, cybercrime or another urgent safety issue should also be reported promptly to the appropriate bank, payment provider, police, emergency service or government authority.
TMG may assist with a related travel or account issue where reasonably possible, but TMG support does not replace emergency or law enforcement services.
Third Party Services
Where a booking or transaction was completed directly with an independent hotel, airline, activity provider, booking platform or other third party, that provider may control the payment, cancellation, refund or service complaint process.
TMG may assist with information or communication where appropriate, but cannot make an independent provider accept a complaint, refund or other remedy.
Ready To Submit?
Use the TMG contact route and clearly state that you are raising a formal concern or grievance. Include the relevant reference, dates, facts, supporting information and requested resolution.
Related TMG Policies
Public Version
Version 1.0
Last Reviewed
26 September 2026
This page explains Thrill My Guide’s general contact and grievance process. The handling of an individual concern depends on the facts, relevant service, applicable terms and applicable law.
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