In accordance with consumer-protection rules in Peru and standards applicable to tourism service providers, Trip in Peru makes available a virtual Complaint Book (Libro de Reclamaciones), aligned with attention and registration standards associated with the INDECOPI framework and applicable consumer-protection regulations.
What can you file?
- Claim (Reclamo): disagreement related to contracted products or services that affects or may affect a legitimate consumer interest (for example, charges, service quality, or failure to deliver what was offered).
- Complaint (Queja): disagreement not directly related to a product or service, or dissatisfaction with the attention received, not necessarily linked to a monetary claim.
Procedure
- Complete the virtual form with accurate data and identification of the service.
- Describe the facts and the consumer’s specific request.
- Upon submission, the claim is recorded and the active agency receives an internal notification for handling.
- The Agency will assess the case and respond through the contact details provided, within reasonable and legally applicable time frames.
Important
The Complaint Book does not replace administrative or judicial remedies the consumer may pursue before INDECOPI or other competent authorities. It also does not automatically suspend undisputed payment obligations or change the non-refundable nature of government entrance tickets (such as Machu Picchu tickets or Inca Trail permits) subject to Ministry of Culture rules.
Keep any registration number or proof generated and your contracting documents. Misuse of the channel (false data or purposes unrelated to a legitimate claim) may be rejected and, if applicable, reported to the authority.
Complete all required fields with accurate information. If the active agency has contact details configured, an internal notification will be sent automatically.