Customer Care Group
Galileo’s Customer Care Group is dedicated to investigating air, car and hotel queries where the passenger has already travelled or completed their stay, as well as non-system issues.
Issues can be raised for investigation with Customer Care by either sending an email to customercare@galileo.com, writing to the address below or click here for an emailable form. Whichever communication method you use please enclose the applicable information below:
Galileo Locator
Galileo Pseudo City Code which made the booking
Passenger/Guest Name
Vendor
Whether the passenger/guest was accommodated by the vendor
If the vendor has been contacted, the response received from vendor and the vendor contact details.
Below are examples of issues which Customer Care can investigate on behalf of a Travel Agent:
Hotel No-Show Queries
Where a hotel has levied a no-show fee although the reservation was cancelled, Galileo can investigate and liaise with the vendor on your behalf. However, before raising this matter with Galileo please ensure that a Cancellation Number was received from the vendor via the Service Information in the booking file and that the cancellation was made within the cancellation policy for the reservation, this is also received via Service Information at the time of reservation. For more information see page GC*11/1 on Galileo. Galileo will also need a copy of the credit card bill or other supporting documents showing the no-show fee being charged.
Air/Car/Hotel – Vendor has no record of the reservation
Where a vendor informed the passenger/guest that they do not have a reservation in their system. Please ensure that when raising this issue with Galileo you confirm if the passenger/guest was accommodated by the vendor. For hotel bookings please ensure that a confirmation number was received from the vendor prior to submitting the query, more information can be found on page GC*11/1 on Galileo.
Hotel – Rate Queries
Where a hotel has levied a rate different from that guaranteed within Galileo. When submitting this issue to Galileo please include a copy of the hotel bill showing the rate being charged.
ADM
Galileo’s Agency Debit Memo Department is dedicated to the timely processing of all valid ADM applications (see our Fare Quote Policy).
To submit an ADM to Galileo please follow the process on our ADM Flowchart. Please remember that we can only accept hard copy ADM applications, faxed and emailed applications will be rejected and returned.
For enquiries regarding existing ADM claims which have been previously submitted to Galileo, please email ADMSCCG@galileo.com. Please ensure that when you email or write to us that you enclose the following information:
Agency Name
Date claim submitted
ADM Memo Number
ADM Issue Date
Passenger Name
Nature of Query
Date of Ticket Issuance
If your ADM application is returned to you requesting further information, please attach the specified information to the claim, and return all paperwork. Please remember to enclose all original paperwork as any missing information will further delay your claim.
Any invalid claims received will be returned to you stating the reason for the rejection. Should you wish to appeal against this decision please respond in writing within seven days stating the grounds of appeal and marking the envelope ADM Rejection appeal.
ADM Department
Galileo United Kingdom
Galileo House
Axis Park
10 Hurricane Way
Langley
Berkshire SL3 8AG
All queries please click on the links above for the ADM Flowchart and Fare Quotes Guarantee.
CONTACT US
Please fill out the attached Client Submission Form and we will deal with your query as soon as possible.