Our customer relations department would be glad to assist you with all your queries/concern(s),that you may have. In order to assist you in a timely and effecient manner, we request you to contact us in either of the following ways.
Telephone Support (Sales) :
Telephone Support is available 24x7 on all days, and our representative(s) are available to assist
you on 0207 183 7700.
Telephone Support (Customer Relations) :
Customer Relations Department can be reached at 0208 814 6024 (Extension : 484)
Due to a large volume of calls, if in case you are unable to reach us, you may call on the direct line 0208 123 0623 or alternatively leave a voicemail for us, too.
You can also mark your concern(s) / feedback to customercare@polani.co.uk and the same would be responded to, at the earliest.
It may be noted that the turnaround time for response to an e-mail is 48 to 72 hrs. wherein a voicemail would be responded to within the next 24 to 48 hrs.
E-mail Support :
We have several departments and each department handles the queries/concerns relevant to their department.
For example, all Customer Support queries/ concerns are handled by the Customer Relations Team which can be reached at customercare@polani.co.uk
You may contact the relevant department as per your query/concern and we will make sure to respond back to you within the standard time frame of (48 to 72 hrs). Please make sure you send your queries / concerns to the appropriate department to ensure a prompt response. Any communication sent to the inappropriate department would cause unnecessary delays in response time.
For refunds/account related queries : accounts@comefli.com
For sales queries : reservations@comefli.com
For customer care : customercare@polani.co.uk
For Feedback / Suggestions : feedback@comefli.com
Please note that in the event wherein your queries are not responded to within 10 business days, and wherein you would like to pursue your concern(s) further, you may write in to chairman@polani.co.uk and the same would be responsed to, at the earliest.
However, please note that an escalation to the "CHAIRMAN" can only be dealt for issue(s) / concern(s) not resolved within 10 business days of the same being reported to the relevant department.
We apologize however general complaints / feedback will not be dealt through this channel. We appreciate your understanding regarding the same.
In Person :
Postal Address : (This is our Postal Address. Please schedule an apointment before arriving In-Person.)
Polani Travel ltd. (T/a Flightcatchers & Comefli)
84, Kingsley Road,Hounslow, Middlesex, London TW3 1QA
Further, we request you to refer to the below FAQ section, which we are sure would answer most of the queries / concern(s), that you might have.
(A) When will I get my documentation?
Please note that although an Invoice for a booking is sent out immediately upon receiving either an upfront deposit or a full payment, however e-ticket(s) are generally sent out within the next 48-72 hrs of your successful booking. However, there are times, when we might exceed the aforesaid time in issuing your ticket(s), as the same are always issued on a first-cum-first-serve basis. However, in the event wherein you have not received the same within 48 hrs of your successul booking with us,please contact us immediately to request the same.
(B) What is the check-in procedure for my flight?
Please note that the check-in for international flight is 3 hrs prior to the flight departure time wherein for domestic flights, the passengers are requested to check-in 2 hrs prior to their flight departure time.
All you need to do is take a printout of the e-ticket and carry the same with you along with a valid passport to the airport, and a copy of the visa (Wherever required), and you are good to fly.
However, for online/web check-in, the passenger(s) are required to log on to the website of the airline, they are flying with and proceed with the same, 24-48 hrs prior to the flight departure date.
(C) Which terminal would I depart and arrive at?
The information associated with the same is generally mentioned on your e-ticket, however you may also contact either one of our representative(s) at
0207 183 7700 or at
0207 183 9900 or contact the airline directly to obtain information about the same.
(D) What happens if my booking is effected by a schedule change?
Please note that we take all necessary steps to inform our clients of any such amendments and modifications in their travel plan. We hope you understand that schedule changes are common occurrences. We act only as agents to various airlines and to avoid any kind of inconvenience for our clients, we intimate them of these changes on first come first serve basis in the order of booking dates.
However, in case of a schedule change, our liability would be limited to the alternative option(s) offered by the airline(s), which at times could be an alternative flight or else a full refund.
(E) What happens if passenger(s) are unable to clear the balance outstanding on due time?
Please note that the deposit monies are always non-refundable and would be forfeited in the event wherein passenger(s) fail to clear the balance outstanding on due time.
(F) Ticket & E-ticket(s)
Please note that as most of the airline, now prefer e-ticket(s) as a mode of travel, hence no traditional paper ticket(s) are being issued for any booking(s), however the procedure to fly with an e-ticket is quite simple, wherein all you need to do is to take a printout of the e-ticket(s) and carry the same with you, alongwith a valid passport and a copy of the visa (if required), to the airport, 3 hours prior to the flight departure time, and you would be good to fly.
(G) Visa
Please be advised that the guidelines of the embassy and foreign office are updated from time to time, hence for any visa related information and assistance, you will need to contact the local embassy (in the U.K.) of the country you are visiting to,and they would be able to assist you, accordingly.
