Complaints procedure

Last updated: 30 October 2026

This procedure covers Avesta’s advice, tailor-made trips and website services. You can complain about Avesta even when a supplier is involved. Complaining does not restrict your statutory rights.

How to contact Avesta

Send your complaint to info@avestatravelagency.com or by post to CL Juan Antonio de Torquemada 2 (A), N2-4, Escalera 7, Planta 00, Puerta B82, Residencial Acqua Fase IV, 29670 Marbella (Málaga), Spain, addressed to TRIPTO X VENTURES, S.L. (Sociedad Unipersonal) (Avesta Travel Agency). You may also call +34 648 000 033 for help with the process.

• Include your name, a reply address, any proposal or booking reference, what happened and the outcome you request. Attach relevant correspondence or receipts; omit unnecessary passport, medical and full bank details.
• Keep a copy of your complaint and evidence of submission. We review the circumstances and reply in writing with a proposed resolution or reasons for our position.

Official Andalusian complaint forms

You can request the official Hojas de Quejas y Reclamaciones from us or obtain the official form and filing guidance through the Junta de Andalucía consumer portal linked below. Completed forms can be submitted to Avesta at the email or postal address above. You do not need to use our website enquiry form.

For an official complaint sheet, we send a reasoned written response within 10 working days of receipt. Our response explains the proposed solution or reasons for refusal and the relevant mediation or arbitration options, including whether we will participate.

If the matter remains unresolved

If our response does not resolve an official complaint, or the response period expires, you can submit your copy and supporting evidence to the competent consumer authority or Oficina Municipal de Información al Consumidor (OMIC). The Junta portal explains the procedure. Court remedies remain available. This notice does not claim that Avesta is enrolled in a particular arbitration scheme.

Viator bookings and privacy concerns

For bookings paid on Viator, use the cancellation and support links in your Viator confirmation for booking-related remedies. Contact Avesta directly about our own conduct or services. Data-protection requests can be sent to info@avestatravelagency.com; you may also complain to the Spanish Data Protection Agency (AEPD).